Contact center events

Acoustic Exchange has identified and defined recognized events that typically happen when individuals contact a business thorough its call center.

As an endpoint publisher, call https://api-exchange-us-1.goacoustic.com/v1/event to publish the event. The following example illustrates a typical JSON payload. This example is based on the Talked to an Agent event.

POST v1/event
{  
  “channel” : “Contact Center”,
  “identifiers” : [            
    {
    “name” : “email”,
    “value” : “[email protected]”
    }
    ],
  “events” : [
    { 
    “code” : “agentTalk”, 
    “timestamp” : “2015-08-07T20:14:12Z”, 
    “attributes” : [
      {
      “name” : “eventName”,            
      “value” : “Inbound”,  
      “type” : “string” 
      } 
      {
      “name” : “agentSkill”,            
      “value” : “LeadClose”,  
      “type” : “string” 
      }      
      {
      “name” : “agentSkillLevel”,            
      “value” : “Associate”,  
      “type” : “string” 
      }   
      {
      “name” : “agentDisposition”,            
      “value” : “remote”,  
      “type” : “string” 
      }  
      {
      “name” : “subChannel”,            
      “value” : “phone”,  
      “type” : “string” 
      }  
      {
      “name” : “duration”,            
      “value” : “12”,  
      “type” : “string” 
      } 
      {
      “name” : “notes”,            
      “value” : “”,  
      “type” : “string” 
      }   
       {
      “name” : “sentiment”,            
      “value” : “positive”,  
      “type” : “string” 
      }  
      ]
    }   
  ]
}

Talked to an agent

Information to describe the interaction between a customer and a call center.

Event code: agentTalk
Event attributes

Attribute Name

Data Type

Example

Description

Required

description

string

Description of the published event. Allow Exchange users to understand the event context.

eventId

string

Unique ID to identify the type of event and enable lookup in the system.

eventName

string

Spoke with Agent

Name of the event as it appears in the Exchange user interface.

Yes

agentSkill

string

An area of expertise for a contact center agent.

Yes

agentSkillLevel

string

The level of skill for a contact center agent.

agentDisposition

string

The disposition of the contact center agent.

Yes

subChannel

string

The channel where the interaction happened. Example: Phone.

Yes

location

string

The latitude/longitude of the customer’s location.

deviceType

string

The type of device used by the customer for the interaction. Example: mobile phone.

duration

number

The duration of the customer interaction.

Yes

notes

string

Additional notes related to the interaction.

Yes

sentiment

string

The perceived sentiment of the customer.

Yes

tags

string

One or more tags.

Analysis of text in voice message

Information that can be used to analyze the interaction between a customer and a call center agent.

Event code: messageAnalysis
Event attributes

Attribute Name

Data Type

Example

Description

Required

description

string

Description of the published event. Allow Exchange users to understand the event context.

eventId

string

Unique ID to identify the type of event and enable lookup in the system.

eventName

string

Voice Message Analysis

Name of the event as it appears in the Exchange user interface.

Yes

topic

string

The topic of the analyzed interaction.

Yes

sentiment

string

The sentiment of the customer determined by the speech/text analysis.

Yes

actionability

string

A measure of how possible it is to take action based on the determined topic and sentiment.

subChannel

string

The channel where the interaction took place. Example: Phone.

Yes

duration

number

The duration of the customer interaction.

Yes

tags

string

One or more tags.

Self service

Information that describes a customer self-service interaction with a call center.

Event code: selfService
Event attributes

Attribute Name

Data Type

Example

Description

Required

description

string

Description of the published event. Allow Exchange users to understand the event context.

eventId

string

Unique ID to identify the type of event and enable lookup in the system.

eventName

string

Self Service

Name of the event as it appears in the Exchange user interface.

Yes

selfServiceApp

string

The application that processed the self service interaction.

Yes

selfServiceSelections

string

The selections made by the customer. Example: IVR Menu Options Chosen

Yes

subChannel

string

The channel where the interaction happened. Example: Phone

Yes

location

string

The latitude/longitude of the customer’s location.

deviceType

string

The type of device used by the customer for the interaction. Example: mobile phone.

Yes

duration

number

The duration of the customer interaction.

tags

string

One or more tags.

Automation trigger

Information to describe what prompted an automatic action.

Event code: automationTriggered
Event attributes

Attribute Name

Data Type

Example

Description

Required

description

string

Description of the published event. Allow Exchange users to understand the event context.

eventId

string

Unique ID to identify the type of event and enable lookup in the system.

eventName

string

Auto Trigger Action

Name of the event as it appears in the Exchange user interface.

Yes

action

string

The automated action that was triggered.

priority

string

The priority level of the automated action.

agentSkill

string

An area of expertise for a contact center agent.

subChannel

string

The channel where the interaction happened. Example: Phone.

calling list

string

Outbound calling list that the customer was added to.

tags

string

One or more tags.