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2022-09-13
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Data Service API

# Data Service API

# Talk Management

# ● Query Main Talk List

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/maincdrs/_search
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
startTime long Yes Start time (ms)
endTime long Yes End time (ms)
pageNum int Yes Page number starting from 1
pageSize int Yes Record entries on each page
callID String No Main callID of talk records
hideNumber int No Customer number masking. 0: Not set, plaintext by default; 1: Masking; 2: Plaintext
operator String No Request operator; use agent work no. when agentType is 0 and agent id when agentType is 1
agent String No Involved agent; use agent work no. when agentType is 0 and agent id when agentType is 1
agentType int No API agent param type: 0: Agent work no., 1: Agent id
customerNumber String No Customer Phone No.
gatewayNumber String No Relay No.
callType int No Call type 1: Internal 2: Inbound, 3: Outbound;
mainDialType String No Inbound; RegularMakeCall; ClickToCallback; TwoWayToPSTN;Internal; PreviewOutbound; PredictiveOutbound;
callResult int No Talk result: 4. Agent not found 5. Customer fast clear-down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 9. Relay no. deactivated 21. Answered by Customer 22. System Unanswered
hangupDisposition int No Hang-up side: 1. Others 2. Agent side 3. Customer side
attachedData String No Custom data
agentCount int No Number of agents handling the call 1. Not handled, 2. 1 Agent-handled 3. Agents-handled
transferCount int No Number of transfers initiated 1. No 2. Transferred
consultCount int No Answered inquiry calls 1.No 2. Inquiry answered
departmentId String No View organization

Return param:

Param Type Required Description
list Array Yes Array Reference Customer Call Main talk list

Response example:

{
  "apiVersion": "6.2",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "MainCDRInfo",
  "data": {
    "currPage": 1, // Current page
    "pageSize": 15, // Records on each page
    "total": 12    // Total records
    "list":[
      {
        "callID":" 6bf3cbb167a14c7521993665adba687b ", // callID
        "callType": 2,
        "screenNumber":"18618256606",  // Displayed customer phone no.
        "areaCode":"0871",
        "areaProvince":"yunnan",
        "areaCity":"kunming",
        "gatewayNumber":"95588",  // Replay no. on the customer side
        "startTime": 1637068156419 ,  // Start time unix timestamp (ms)
        "alertTime": 1637068256419 , // Dialing time on the customer side unix timestamp (ms)
        "answerTime": 1637068356419 , // Connecting time on the customer side unix timestamp (ms)
        "bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
        "endTime": 1637068556419 , // Hang-up time on the customer side unix timestamp (ms)
        "duration":"100", // Duration from bridging to hang-up on the customer side Unit: Seconds
        "totalDuration":"120", // Duration from start to hang-up on the customer side Unit: Seconds
        "callResult":, 2, // Customer side: 1. Not answered for other reasons 2. Arrears 3. Customer no. blacklisted 4. Agent not found 5. Customer fast clear-down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 9. Relay no. deactivated
        "earlyDetectCause":200, // Ring-back tone for PSTN number call failure, 0 by default
        "hangupDisposition": 1, // Hang-up direction 
        "recordUrl":"https:// record.soboten.com/recordings/cc3738581df7413da5d3204364943e3d ", // Recording path. Unified authentication is required for recording downloads
        "platformId":" 7d6c1b38caad4a539d92b73d390b664c ", // Platform merchant ID
        "companyId":" 825072edbd914f47aa8704de02f1cdb6 ", // Company ID
        "feeSeconds":100, // Billing - Billing duration (s)
        "feeMinutes":2, // Billing - Billing duration (mins)
        "firstRouteId":" 3b36d0a056404a48b644c39ed82e22fe ", // 1st routing ID
        "firstRouteName":"", // 1st routing name
        "lastAgentUUID":"", // Last reception agent's UUID
        "lastAgentName":"", // Last reception agent's name
        "lastAgentID":"", // Last reception agent's work no.
        "lastAgentDN":"", // Last reception agent's extension
        "lastAgentPhoneType":0, // Last reception agent's device type 1. webrtc 2.Wechat 3. pstn 4. sip 5. sobotapp
        "lastAgentPstn":"", // Last reception agent's phone no.
        "transferCount":1, // Number of initiated transfer
        "consultCount":1, // Number of successful inquiries
        "sourceType":2,  // Source object type 0: Default, 1: Talk record, 2: Ticket, 3: Chat records
        "sourceId": "", // Source object ID
        "firstCallAgentUUID": "", // 1st call agent's ID
        "firstCallAgentID": "", // 1st call agent's work no.
        "firstAgentUUID": "", // 1st answer agent's ID
        "firstAgentID": "", // 1st answer agent's work no.
        "firstAgentName": "", // 1st answer agent's name
        "attachedData":{
            "customerName":"ZhangSan",
            "customerDept":"universe bank"
        }
      }
     

    ]

  }
}
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# ● Query Sub Agent Talk List

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/maincdrs/{callID}/partycdrs
Request method: GET

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
callID String Yes Main talk list. 1 talk has and only has 1 main talk list id

Return param:

Param Type Required Description
list Array Yes Array element reference Agent Call Sub talk list

Response example:

{
  "apiVersion": "6.2",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "PartyCDRInfo",
  "data": {
    "list":[
        {
            "callID":" 6bf3cbb167a14c7521993665adba687b ", // callID
            "callType": 2,
            "partyId":" 8af8e51f23515fe2a62193e09ceaf0f2 ",  // Sub talk list ID In addition to the customer, each party is a sub talk list
            "dialType":1,  // Call type 1. Call 2. Transfer 3. Inquiry 4. Monitor 5. Take away 6. Interrupt
            "agentType":1,  // Agent type 0. Work no. 1. Agent uuid
            "phoneType":1,  // Answering device type 1. webrtc 2. Wechat 3. pstn 4. sip 5. sobotapp
            "agentUUID":" ccc661e374bc5e8b8323af632e77367d ",
            "agentDN": "1001",  // Phone no. used by agent Extension or pstn no.
            "gatewayNumber":"95588",  // Outbound relay no. on the agent side; extension no., which can be an empty string
            "startTime": 1637068156419 ,  // Start time on the agent side unix timestamp (ms)
            "alertTime": 1637068256419 , // Dialing time on the agent side unix timestamp (ms)
            "answerTime": 1637068356419 , // Connecting time on the agent side unix timestamp (ms)
            "bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
            "endTime": 1637068556419 , // Hang-up time on the agent side unix timestamp (ms)
            "duration":100, // Talk duration on the agent side Unit: s
            "callResult":2, // Call result on the agent side 1. Call failed 2. Call succeeded-agent missed 3. Call succeeded-agent answered
            "hangupDisposition": 1, // Hang-up direction 
            "earlyDetectCause":200, // Ring-back tone for agent PSTN number call failure, 0 by default
            "agentName":"Tom",
            "agentID":"1001", // Agent work no.
            "phoneType": 0,  // 1.webrtc   2.wechat   3.pstn   4.sip   5.sobotapp
            "agentRole": 2,  //  2 : Agent 4: 3rd-party PSTN 5: Virtual agent
            "DNIS":" 18655668888 ", //  
            "platformId":"PlatformId", // Platform ID
            "departmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Department
            "chargeDepartmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Billing organization
            "numberType":1, // Billing number type provided by boss 1: Landline number 2: Phone number 3: Number starting with 95/96 4: Number starting with 1010 5: Number starting with 400 6: Forced display number 7: Virtual number 8: Enterprise self-owned number
            "feeSeconds":9, // Billing Unit: second
            "feeMinutes":1,// Billing Unit: minute
            "fee":0.0,     // Billing fee 2 digits after decimal point
            "companyId": " aa37b2378e364288963c860edb65c33d ",  // Company ID
            "fromAgentUUID":"FromAgentUUID",  // Source agent UUID of call
            "fromAgentID":"FromAgentID",  // Source agent work no. of call
            "fromAgentName":"FromAgentName",  // Source agent name of call
            "lastAgentFlag":false  // Whether it is the last service agent
        },
        {

        }

    ]

  }
}
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# ● Query Main and Sub Talk Lists

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/cdrs/_search
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
callID String Yes Main callID of talk records
hideNumber int No Customer number masking. 0: Not set, plaintext by default; 1: Masking; 2: Plaintext

Return param:

Param Type Required Description
call String Yes reference Customer Call Main talk list
parties Array Yes Array reference Agent Call Sub talk list

Response example:

{
  "apiVersion": "6.2",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "JSONObject",
  "data": {
    "list":[
        "callID":" 6bf3cbb167a14c7521993665adba687b ", // callID
        "callType": 2,
        "screenNumber":"18618256606",  // Displayed customer phone no.
        "areaCode":"0871",
        "areaProvince":"yunan",
        "areaCity":"kunming",
        "gatewayNumber":"95588",  // Replay no. on the customer side
        "startTime": 1637068156419 ,  // Start time on the customer side unix timestamp (ms)
        "alertTime": 1637068256419 , // Dialing time on the customer side unix timestamp (ms)
        "answerTime": 1637068356419 , // Connecting time on the customer side unix timestamp (ms)
        "bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
        "endTime": 1637068556419 , // Hang-up time on the customer side unix timestamp (ms)
        "duration":"100", // Duration from bridging to hang-up on the customer side Unit: Seconds
        "totalDuration":"120", // Duration from start to hang-up on the customer side Unit: Seconds
        "callResult":, 2, // Customer side: 1. Not answered for other reasons 2. Arrears 3. Customer no. blacklisted 4. Agent not found 5. Customer fast clear-down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 9. Relay no. deactivated
        "earlyDetectCause":200, // Ring-back tone for PSTN number call failure, 0 by default
        "hangupDisposition": 1, // Hang-up direction 
        "recordUrl":"https:// record.soboten.com/recordings/cc3738581df7413da5d3204364943e3d ", // Recording path
        "platformId":" 7d6c1b38caad4a539d92b73d390b664c ", // Platform merchant ID
        "companyId":" 825072edbd914f47aa8704de02f1cdb6 ", // Company ID
        "departmentId":" 36a3c4866a814065a8a6e01a50cc3ecf ", // Department ID
        "chargeDepartmentId":" b536ef40639a4caab1bba0cd5cf8ebe2 ", // Billing department ID
        "feeSeconds":100, // Billing - Billing duration (s)
        "feeMinutes":2, // Billing - Billing duration (mins)
        "fee":  25.66 , // Billing - Billing amount
        "numberType":1, // Billing number type provided by boss 1: Landline number 2: Phone number 3: Number starting with 95/96 4: Number starting with 1010 5: Number starting with 400 6: Forced display number 7: Virtual number 8: Enterprise self-owned number
        "firstRouteId":" 3b36d0a056404a48b644c39ed82e22fe ", // 1st routing ID
        "firstRouteName":"", // 1st routing name
        "firstAgentUUID":"", // 1st reception agent's UUID
        "firstAgentName":"", // 1st reception agent's name
        "firstAgentID":"", // 1st reception agent's work no.
        "firstAgentDN":"", // 1st reception agent's extension
        "firstAgentPhoneType":0, // 1st reception agent's device type 1. webrtc 2. Wechat 3. pstn 4. sip 5. sobotapp
        "firstAgentPstn":"", // 1st reception agent's phone no.
        "lastAgentUUID":"", // Last reception agent's UUID
        "lastAgentName":"", // Last reception agent's name
        "lastAgentID":"", // Last reception agent's work no.
        "lastAgentDN":"", // Last reception agent's extension
        "lastAgentPhoneType":0, // Last reception agent's device type 1. webrtc 2.Wechat 3. pstn 4. sip 5. sobotapp
        "lastAgentPstn":"", // Last reception agent's phone no.
        "transferCount":1, // Number of initiated transfer
        "consultCount":1, // Number of successful inquiries
        "firstCallAgentUUID": "", // 1st call agent's ID
        "firstCallAgentID": "", // 1st call agent's work no.
        "firstAgentUUID": "", // 1st answer agent's ID
        "firstAgentID": "", // 1st answer agent's work no.
        "firstAgentName": "", // 1st answer agent's name
        "attachedData":{
            "customerName":"ZhangSan",
            "customerDept":"universe bank"
        },

        "parties":[
            {
              "partyId":" 8af8e51f23515fe2a62193e09ceaf0f2 ",  // Sub talk list ID In addition to the customer, each party is a sub talk list
              "agentUUID":" ccc661e374bc5e8b8323af632e77367d ",
              "agentDN": "1001",  // Phone no. used by agent Extension or pstn no.
              "gatewayNumber":"95588",  // Outbound relay no. on the agent side; extension no., which can be an empty string
              "startTime": 1637068156419 ,  // Start time on the agent side unix timestamp (ms)
              "alertTime": 1637068256419 , // Dialing time on the agent side unix timestamp (ms)
              "answerTime": 1637068356419 , // Connecting time on the agent side unix timestamp (ms)
              "bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
              "endTime": 1637068556419 , // Hang-up time on the agent side unix timestamp (ms)
              "afterworkEndTime":1637068756419, // Agent Sorting end time unix timestamp (ms)
              "duration":100, // Talk duration on the agent side Unit: s
              "callResult":2, // Call result on the agent side 1. Call failed 2. Call succeeded-agent missed 3. Call succeeded-agent answered
              "hangupDisposition": 1, // Hang-up direction 
              "earlyDetectCause":200, // Ring-back tone for agent PSTN number call failure, 0 by default
              "agentName":"Tom",
              "agentID":"1001", // Agent work no.
              "phoneType": 0,  // 1.webrtc   2.wechat   3.pstn   4.sip   5.sobotapp
              "agentRole": 2,  // 2 : Agent 4: 3rd-party PSTN 5: Virtual agent
              "DNIS":" 18655668888 ", //  
              "platformId":"PlatformId", // Platform ID
              "departmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Department
              "chargeDepartmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Billing organization
              "numberType":1, // Billing number type provided by boss 1: Landline number 2: Phone number 3: Number starting with 95/96 4: Number starting with 1010 5: Number starting with 400 6: Forced display number 7: Virtual number 8: Enterprise self-owned number
              "feeSeconds":9, // Billing Unit: second
              "feeMinutes":1,// Billing Unit: minute
              "fee":0.0,     // Billing fee 2 digits after decimal point
              "companyId": " aa37b2378e364288963c860edb65c33d ",  // Company ID
              "fromAgentUUID":"FromAgentUUID",  // Source agent UUID of call
              "fromAgentID":"FromAgentID",  // Source agent work no. of call
              "fromAgentName":"FromAgentName",  // Source agent name of call
              "lastAgentFlag":false  // Whether it is the last service agent
              "dialType":1 // 1. Call 2. Transfer 3. Inquiry 4. Monitor 5. Take away 6. Interrupt
            },
            {

            }

        ]
      
      
    ]

  }
}
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# Push Management

# ● Push Data Structure Reference

Request param (header):

Param Type Required Description
X-Log-TimeStamp String Yes Timestamp (server time: ms)
X-Log-RandomCode String Yes Random code
X-Log-Sign String Yes sign Signature, concatenate the strings of companyId, timestamp ( the server time), random code, and appKey (the key used to configure message forwarding) in order, and use the MD5 digest algorithm (32-bit lowercase) to obtain the value

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description

  1. Body example in encryption scenario:

    Note: In this scenario, the messages pushed will be encrypted first and then placed under the value corresponding to the content

     {"content":"LuB+VCYAKuhhkZ27SyQmemjwFUYO"}
    1

  2. Body example in non-encryption scenario:

    Note: In this scenario, the message pushed by the body will be in plaintext and not be placed under the value corresponding to the content. Please see the following for details on the plaintext content

# ● Push Talk Record (Main Talk List)

API URL callback API URL:
Request method: POST

Return param:

Param Type Required Description
Main talk list JSON Yes Refer to Main Talk List
# ● Push Agent Talk Details (Sub Talk List)

API URL callback API URL:
Request method: POST

Return param:

Param Type Required Description
Sub talk list JSON Yes reference Agent Call Sub talk list
# ● Agent Status Callback

Description Required apply for Request method: POST

Return param:

Param Type Required Description
companyId String Yes Enterprise ID
messageID String Yes Event ID. Value: AgentHistoryLogES
msgType String Yes Event type. Value: agent_working_status_changed_successfully
creationTime long Yes Event time
agentUUID String No Target agent ID
agentID String No Target agent work no.
agentName String No Target agent name
loginStatus int No Target agent login status -1. Undefined 0. Offline 1. Online 2. Occupied 98. System locked
notReadyStatus int No Occupied reason for the target agent: 0: Unknown 2: DND 4: Post-call sorting 11: Break 12: Training 13: Meeting 14: Dining 16: Active 16-18: Custom 97: Agent enforced occupied 98: System enforced occupied 99: Supervisor enforced occupied
workStatus int No Target agent work status: 0: Unknown 1: Ready 2: Occupied 98: Locked 4: Delay-to-handle 6: Dialing 7: Talk 8: Holding
startTime long Yes Start time of target agent status
callID String No Talk record ID
callType String No Call direction type: 2: Inbound 3: Outbound
attachedData String No Custom data of talk record
partyId String No Agent talk details ID
dialType int No Call type of agent talk details: 1: Call 2: Transfer 3: Inquiry 4: Monitor 5: Take away 6: Interrupt
# ● Call Event Push

Description Required apply for Request method: POST

Event name Event code Return result
Inbound call ringing EventRinging Refer to Call Event
Outbound call dialing EventDialing Refer to Call Event
Call connected EventEstablished Refer to Call Event
Call hanged up EventReleased Refer to Call Event
Attached data changed EventAttachedDataChanged Refer to Call Event
Call held EventHeld Refer to Call Event
Call holding canceled EventRetrieved Refer to Call Event
Talk parties added EventPartyAdded Refer to Call Event
Talk parties left EventPartyDeleted Refer to Call Event
Talk parties changed EventPartyChanged Refer to Call Event
DTMF sent EventDtmfSent Refer to Call Event
Call created EventCallCreated Refer to Call Event
Call deleted EventCallDeleted Refer to Call Event
Traffic error event EventPartyError Refer to Call Event
Agent error event EventAgentError Refer to Call Event

# Recording Management

# ● Get the real recording through the field (recordUrl) of Main Customer Talk List

API URL ：https://sg.sobot.io/callservice/v6/cc-audios/recordings/e4d15cfb03ad5N4b7639244F8782000fa614
Request method：GET

Request param (header):

Param Type Required Description
Authorization String Yes API access credential, Agent token. Please refer to Obtain the Authentication Token

Return param:
Return MP3 speech flow

# Log Management

# ● Query Agent Work Status Logs

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/agent-histories/_search
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential, Agent token. Please refer to Obtain the Authentication Token

Request param (body):

Param Type Required Description
startTime String Yes Start time. Format: yyyy-MM-dd HH:mm, e.g.: 2022-07-07 01:00
endTime String Yes End time. Format: yyyy-MM-dd HH:mm, e.g.: 2022-07-07 23:59
pageNum int Yes Page number starting from 1
pageSize int Yes Record entries on each page
departmentId String[] No Organizational structure, department ID
agent String[] No Use agent work no. when agentType is 0 and agent UUID when agentType is 1
agentType int No 0: Work no., 1: Agent UUID
loginStatus int[] No Login status
noReadyStatus int[] No Occupied reason for agent
workStatus int[] No Work status

Return param:

Param Type Required Description
id String Yes Operation logs ID
companyId String Yes Enterprise ID
agentUUID String No Agent UUID
agentID String No Agent work no.
agentName String No Agent name
loginStatus int No Agent login status: 0: Offline, 1: Online, 2: Occupied, 98: System locked
noReadyStatus int No Occupied reason for agent: 2: DND; 11: Break; 12: Training; 13: Meeting; 14: Dining; 15: Active; 16: Custom 1; 17: Custom 2; 18: Custom 3
workStatus int No Agent work status. 1: Ready; 2: Occupied; 4: Sorting; 5: Calling; 6: Ringing; 7: Talking; 8: Holding; 98: Locking
startTime String No Start time of agent status
endTime String No End time of agent status
startTimeMs long No Start time of agent status (ms)
endTimeMs long No End time of agent status
duration Seconds No Agent status duration

Response example:

{
  "apiVersion": "6.2",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "AgentHistory",
  "data": {
    "currPage": 1, // Current page
    "pageSize": 15, // Records on each page
    "total": 12    // Total records
    "pageData":[
      {
        "id": " d097d27d0a89dB58ad7bce250e0f875a2e19 ",
        "companyId":" 825072edbd914f47aa8704de02f1cdb6 ", // Company ID
        "agentUUID":" 9a0c9b5fdcca5d1fbe206593dc058788 ", // Agent UUID
        "agentID":"1001", // Agent work no.
        "agentName": "ZhangSan",  // Agent name
        "agentType":1,// Use agent work no. when agentType is 0 and agent UUID when agentType is 1
        "thisDN": "1001", // Phone no. used by agent, including extension no. and outside no.
        "startTime":" 2022-07-07   01 : 00 ",// Start Time
        "endTime":" 2022-07-07   23 : 59 ",// End Time
        "startTimeMs": 1657126800000,
        "endTimeMs": 1657209540000
        "duration":"100", // Duration, unit: Seconds
        "loginStatus":0, // Agent login status 0: Offline; 1: Online, 2: Occupied, 98: System locked
        "noReadyStatus":1,// Occupied reason for agent. 2: DND; 11: Break; 12: Training; 13: Meeting; 14: Dining; 15: Active; 16: Custom 1; 17: Custom 2; 18: Custom 3// 
        "workStatus":2, // Work status. 1: Ready; 2: Occupied; 4: Sorting; 5: Calling; 6: Ringing; 7: Talking; 8: Holding; 98: Locking
      }
      

    ]

  }
}
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# Monitor Management

# ● Push Agent Indicator

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_watch/agents-metrics?product=scc&departmentIds={departmentIds}&agentType={agentType}&agents={agents}&agentWorkStatuses={agentWorkStatuses}&agentLoginStatuses={agentLoginStatuses}&agentBusyReasonCodes={agentBusyReasonCodes}&delay={delay}&pageNum={pageNum}&pageSize={pageSize}&sort={sort}
Request method: Server-sent events (opens new window)
Description: It will be full message for the first time and incremental message later.

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID,idempotent
timezoneid String No ZoneId, Asia/Singapore by default

Request param (query parameters):

Param Type Required Description
departmentIds[] String No Department set, e.g.: departmentIds=5b660b7cdb445ea0ba973a0032b3c47f,ba973a00325b660b7cdb445ea0b3c47f;
agentType int No 0: agents refers to work no. set; 1: agents refers to agent UUID set
agents[] String No Agent UUID or work no. set; example of work no.: agents=1005,1006; example of UUID: agents=1543a84ef0994426a5a8f6eb3ebf7e0f,f43481698368489d9bd6b63f8fdd3c45
agentWorkStatuses[] int No All by default; work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8); e.g.:agentWorkStatuses=5,6
agentBusyReasonCodes[] int No All by default; occupied reason: 11-18; e.g.: agentBusyReasonCodes=11,15
agentLoginStatuses[] int No All by default; login status set: Offline (0), online (2), occupied (2), system locked (98); e.g.: agentLoginStatuses=1,2
sort String No Sort field and order. The default format is sort=agentNumber,asc
pageNum int No Page number; start from 1 by default
pageSize int No Record entries on each page; 15 by default
operatorUserId String No Operator ID; value is not required when agent token is used, and is required when company token is used. When agent token is used and this parameter is also assigned, the id in token is dominant
product String Yes Product

Return value:

Param Type Required Description
agentsSummary Object Yes Agent list summary
agentsMetrics Array Yes Array reference Agent list

Response example:

200  OK
Transfer-Encoding: chunked
Content-Type: text/event-stream;charset=utf-8
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Full response message:

{
  "MessageID": "EventAgentsMetricsWatch",
  "companyId":" 6da9c206557b5381a70919907fcf1b02 ",
  "creationTime":  433111010800 ,
  "agentsSummary":{
    "inboundAbandonCallsCountToday":10, // Number of inbound calls answered today
    "inboundEstablishedCallsCountToday":1, // Number of inbound calls missed today
    "outboundCallsCountToday":10, // Number of outbound calls today
    "outboundEstablishedCallsCountToday":1 // Number of outbound calls answered today
  },
  "agentsMetrics":{
    "pageNum":1,
    "pageSize":15,
    "total": 12,    // Total records
    "list":[
      {
          "agentUUID": " 8d477de896c148d89ee71eeffc67a7ad ",
          "agentName":"ZhangSan",
          "phoneType":1,  // 1 : Web page; 2: WeChat; 3: PSTN no.; 4: Sip Phone
          "thisDN":"801", // Agent phone no.
          "agentWorkStatus":6,// Work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8)
          "agentLoginStatus":2,// Offline (0), online (2), occupied (2), system locked (98)
          "agentBusyReasonCode":11,// Occupied reason 11-18
          "lastWorkStatusChangedTime": 1638944241704, // Timestamp (s) of current agent work status
          "lastLoginStatusChangedTime":1706176912305, // Timestamp (s) of current agent login status
          "callType": 2,  // 2 : Inbound, 3: Outbound, 0: No talk
          "customerNumber":"18688889999", // Customer phone no., "" when it is blank
          "customerPrivacyNumber": "", // Customer no. encryption
          "inboundEstablishedCallsCountToday":10, // Number of inbound calls answered today
          "inboundAbandonCallsCountToday":1, // Number of inbound calls missed today
          "outboundCallsCountToday":10, // Number of outbound calls today
          "outboundEstablishedCallsCountToday":1, // Number of outbound calls answered today
      },
      {

      }

    ]

  }
  

}
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Incremental notification message:

{
  "MessageID": "EventAgentsMetricsChanged",
  "companyId":" 6da9c206557b5381a70919907fcf1b02 ",
  "creationTime":  433111010800 ,
  "list",[
    {
      "op": "replace",
      "id": " 8d477de896c148d89ee71eeffc67a7ad ",  // Agent UUID
      "path": "agentsMetrics/list/agentWorkStatus",  // Update agentUUID=8d477de896c148d89ee71eeffc67a7ad in agentsMetrics/list Work status Indicator
      "value": 7
    },

    {
      "op": "replace",
      "id": "",  // Non-array ID is blank
      "path": "agentsSummary/readyAgentsCount",  // Update Agents in the work status (ready) Indicator
      "value": 7
    },
    

  ]

}
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# ● View Agent Indicator

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/agents-metrics?product=scc&departmentIds={departmentIds}&agentType={agentType}&agents={agents}&agentWorkStatuses={agentWorkStatuses}&agentLoginStatuses={agentLoginStatuses}&agentBusyReasonCodes={agentBusyReasonCodes}&delay={delay}&pageNum={pageNum}&pageSize={pageSize}&sort={sort}
Request method: GET

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID,idempotent
timezoneid String No ZoneId, Asia/Singapore by default

Request param (query parameters):

Param Type Required Description
departmentIds[] String No Department set; e.g.: departmentIds=5b660b7cdb445ea0ba973a0032b3c47f,0b1eb5f5459259a4a50bbac11db2b3dd;
agentType int No 0: agents refers to work no. set; 1: agents refers to agent UUID set
agents[] String No Agent UUID or work no. set; example of work no.: agents=1001,=1002; example of agent UUID: agents=1543a84ef0994426a5a8f6eb3ebf7e0f,f43481698368489d9bd6b63f8fdd3c45
agentWorkStatuses[] int No All by default; work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8); e.g.:agentWorkStatuses=5,6
agentBusyReasonCodes[] int No All by default; occupied reason: 11-18; e.g.: agentBusyReasonCodes=11,15
agentLoginStatuses[] int No All by default; login status set: Offline (0), online (2), occupied (2), system locked (98); e.g.: agentLoginStatuses=1,2
sort String No Sort field and order. The default format is sort=agentNumber,asc
pageNum int No Page number; start from 1 by default
pageSize int No Record entries on each page; 15 by default
operatorUserId String No Operator ID; value is not required when agent token is used, and is required when company token is used. When agent token is used and this parameter is also assigned, the id in token is dominant
product String Yes Product

Return value:

Param Type Required Description
agentsSummary Object Yes Agent list Summary
agentsMetrics Array Yes Array reference Agent list

Response example:

{
  "MessageID": "EventAgentsMetricsWatch",
  "companyId":" 6da9c206557b5381a70919907fcf1b02 ",
  "creationTime":  433111010800 ,
  "agentsSummary":{
    "inboundAbandonCallsCountToday":10, // Number of inbound calls answered today
    "inboundEstablishedCallsCountToday":1, // Number of inbound calls missed today
    "outboundCallsCountToday":10, // Number of outbound calls today
    "outboundEstablishedCallsCountToday":1 // Number of outbound calls answered today
  },
  "agentsMetrics":{
    "pageNum":1,
    "pageSize":15,
    "total": 12,    // Total records
    "list":[
      {
          "agentUUID": " 8d477de896c148d89ee71eeffc67a7ad ",
          "agentName":"ZhangSan",
          "phoneType":1,  // 1 : Web page; 2: WeChat; 3: PSTN no.; 4: Sip Phone
          "thisDN":"801", // Agent phone no.
          "agentWorkStatus":6,// Work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8)
          "agentLoginStatus":2,// Offline (0), online (2), occupied (2), system locked (98)
          "agentBusyReasonCode":11,// Occupied reason 11-18
          "lastWorkStatusChangedTime": 1638944241704, // Timestamp (s) of current agent work status
          "lastLoginStatusChangedTime":1706176912305, // Timestamp (s) of current agent login status
          "callType": 2,  // 2 : Inbound, 3: Outbound, 0: No talk
          "customerNumber":"18688889999", // Customer phone no., "" when it is blank
          "customerPrivacyNumber": "", // Customer no. encryption
          "inboundEstablishedCallsCountToday":10, // Number of inbound calls answered today
          "inboundAbandonCallsCountToday":1, // Number of inbound calls missed today
          "outboundCallsCountToday":10, // Number of outbound calls today
          "outboundEstablishedCallsCountToday":1, // Number of outbound calls answered today
      },
      {

      }

    ]

  }
  

}
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# Statistical Report

# ● Get All Indicator Display Schemes

Description: Get the report indicator data by using
API URL:https://sg.sobot.io/callservice/tm/tm-reports/gateway_number/check_plan
Request method: GET

Request param (header):

Param Type Required Description
Authorization String Yes API access credential, Agent token. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (query parameters):

Param Type Required Description
planType int No 1: Talk record, 2: Relay no. report, 4: Agent report, 24: Department report

Return param

Param Type Required Description
id String No Indicator display scheme ID
planName String Yes Indicator display scheme name
planType int Yes 1: Talk record, 2: Relay no. report, 4: Agent report, 24: Department report

Response example:

{
    "apiVersion": "string",
    "status": "string",
    "code": 0,
    "message": "string",
    "reason": "string",
    "kind": "string",
    "metaData": {
        "creatorId": "string",
        "creationTime": 0,
        "updateUserId": "string",
        "updatedTime": 0
    },
    "data":{
        "planType": 2,
        "planName": "Default plan", 
        "checked": 1,
        "id": " 765b29d607da42a3b57a8e4e868a31dc "
    }
}
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# ● Relay Number Report

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/gateway-number-table/_search
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential, Agent token. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
dimensions int Yes Dimension: 1: Time; 2: Relay number; 3: Time+relay number; 4: Relay number+time
dateType int Yes Time range: 11: Half hour;12: Hour; 13: Day; 14: Week; 15: Month
weekType int No Valid only when dateType condition is week. 0: default value, indicating the use of weekly report (Monday ~ Sunday), 1: indicating the use of weekly report (Sunday ~ Saturday)
startDate String Yes Start date: 2021-01-01
startTime String No Start time: 00 : 00
endDate String Yes End date: 2021-01-01
endTime String No End time: 24 : 00
callType int No Call type: 2: Inbound, 3: Outbound
customerFields string Yes Indicators are separated by comma. Refer to [Indicator List](#●Relay Number-indicator-list)
currPage int Yes Page number starting from 1 by default
pageSize int Yes 15 by default
gatewayNumber String[] No Relay number: Replay numbers separated by comma; e.g.: 01088881234,01088885678
numberScope String No Query scope: 2. Telemarketing 3. Bot Query telemarketing type data by default if it is not passed

Return param

Param Type Required Description
currPage int Yes
pageSize int Yes
list Array Yes Array element. Refer to [Indicator List](#●Relay Number-indicator-list)

Response example:

{
    "apiVersion": "string",
    "status": "string",
    "code": 0,
    "message": "string",
    "reason": "string",
    "kind": "string",
    "metaData": {
        "creatorId": "string",
        "creationTime": 0,
        "updateUserId": "string",
        "updatedTime": 0
    },
    "data": {
      "metric": [
        {
          "result_date":" 2022-03-17   16 : 30   2022-03-17   17 : 00 ",  // Time dimension
          "gateway_number":"01088881234",  // Relay number dimension
          "inbound_calls": 0,      // Inbound
          "outbound_calls": 0      // Outbound No.
        }
      ],
      "amount": {
        "inbound_calls": 0,      // Inbound
        "outbound_calls": 0      // Outbound No.
       },
	   "pageSize": 1,
	   "currPage": 1,
	   "total": 15 
    }
}
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# ● Agent Report

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/agent-table/_search
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential, Agent token. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
dimensions int Yes Dimension: 1: Time; 8: Agent; 9: Time+agent; 10: Agent+time
dateType int Yes Time range: 11: Half hour;12: Hour; 13: Day; 14: Week; 15: Month
startDate String Yes Start date: 2021-01-01
startTime String Yes Start time: 00 : 00
endDate String Yes End date: 2021-01-01
endTime String Yes End time: 24 : 00
agentReportType int Yes Agent report type: Inbound 2; Outbound 3; Work status 4
customerFields String Yes Indicators are separated by comma. Refer to Agent Indicator List
currPage int Yes Page number starting from 1 by default
pageSize int Yes 15 by default
agents String No Agent: String array format, e.g.: ["aaaaa","bbbbbb"], corresponding to agentType
agentType int No Agent type: 1.Agent id 2. Work no.

Response example:

{
  "apiVersion": "string",
  "status": "string",
  "code": 0,
  "message": "string",
  "reason": "string",
  "kind": "string",
  "metaData": {
      "creatorId": "string",
      "creationTime": 0,
      "updateUserId": "string",
      "updatedTime": 0
  },
  "data": {
    "metric":[
        {
            "result_date": "2024-02-21",// Time dimension
            "serviceNo": "1234",//Agent No.
            "serviceName": "Jon",// Agent name
            "serviceId": "ddb3063ae7544df3a77b4e3912f1b942",//Agent id
            "inbound_agent_partits": 0, // 	 Calling Agent
            "outbound_calls": 0 ,// 	 Outbound Call
            "agent_login_sum_duration":  0// 	 Total Login Duration
        }
    ],
    "amount": {
        "inbound_agent_partits": 0, // 	 Calling Agent
        "outbound_calls": 0, // 	 Outbound Call
        "agent_login_sum_duration": 0 // 	 Total Login Duration
        
     },
    "total": 1,
    "currPage": 1,
    "pageSize": 15
  }
}
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# ● Department Report

API URL ：https://sg.sobot.io/callservice/tm/tm-reports/depart-table/_search
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential, Agent token. Please refer to Obtain the Authentication Token
timezoneid String No ZoneId, Asia/Singapore by default

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param description
Param Type Required Description
dimensions int Yes Dimension: 1: Time; 11: Department; 12: Time+department; 13:Department+time
dateType int Yes Time range: 11:Half hour;12: Hour;13: Day; 14: Week; 15: Month
startDate String Yes Start date: 2021-01-01
startTime String Yes Start time: 00:00
endDate String Yes End date: 2021-01-01
endTime String Yes End time: 24:00
callType int Yes Department report type: Inbound 2, Outbound 3
customerFields String Yes Indicators are separated by comma. Refer to Department Indicator List
currPage int Yes Page number starting from 1 by default
pageSize int Yes 15 by default
departIds String No Department: String array format, e.g.: ["aaaaa","bbbbbb"]

Response example:

{
  "apiVersion": "string",
  "status": "string",
  "code": 0,
  "message": "string",
  "reason": "string",
  "kind": "string",
  "metaData": {
      "creatorId": "string",
      "creationTime": 0,
      "updateUserId": "string",
      "updatedTime": 0
  },
  "data": {
    "metric": [
        {
            "departId": "73e6f3c96cc74038aea9ff140e68f9b4",  //depart id
            "departName": "departName" ,       //depart name
            "inbound_agent_ringing_partits": 0 ,// 	 Direct Calls
            "inbound_agent_ringingAnswer_partits": 0 ,// 	 Direct Answered
            "outbound_customer_noAnswer_calls":0 , // 	 Missed
            "outbound_customer_answer_calls": 0 // 	 Answer Times
        }
    ]
    "amount": {
        "inbound_agent_ringing_partits": 0, // 	 Direct Calls
        "inbound_agent_ringingAnswer_partits": 0, // 	 Direct Answered
        "outbound_customer_noAnswer_calls":0, // 	 Missed
        "outbound_customer_answer_calls": 0 // 	 Answer Times
    },
    "total": 1,
    "currPage": 1,
    "pageSize": 15
  }
}
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# Common Data Structure

# ● Call Monitoring Indicator Param
Param Type Required Description
inboundCallsCount int Yes The number of current inbound calls that are not hung up. Outbound calls are excluded
outboundCallsCount int Yes The number of current outbound calls. Inbound calls are excluded.
inboundAbandonCallsCountToday int Yes The number of inbound calls missed by agents.
inboundEstablishedCallsCountToday int Yes The number of inbound calls answered by agents.
outboundEstablishedCallsCountToday int Yes The number of outbound calls answered by customers.
loginAgentsCount int Yes Summarize the number of agents whose login status is online, occupied (including DND and break status), and system locked under the query criteria.
onlineAgentsCount int Yes Summarize the number of agents whose login status is online under the query criteria.
busyAgentsCount int Yes Summarize the number of agents whose login status is occupied (including DND and break status) under the query criteria.
sysLockAgentsCount int Yes Summarize the number of agents whose login status is system locked under the query criteria.
logoutAgentsCount int Yes Summarize the number of agents whose login status is offline under the query criteria.
inCallAgentsCount int Yes Summarize the number of agents whose work status is calling, dialing, talking or holding under the query criteria.
readyAgentsCount int Yes Summarize the number of agents whose work status is ready under the query criteria.
busyingAgentsCount int Yes Summarize the number of agents whose work status is occupied under the query criteria.
dialingAgentsCount int Yes The number of enterprise agents whose work status is calling
ringingAgentsCount int Yes The number of enterprise agents whose work status is dialing
establishedAgentsCount int Yes The number of enterprise agents whose work status is talking
heldAgentsCount int Yes The number of enterprise agents whose work status is holding
acwAgentsCount int Yes The number of enterprise agents whose work status is sorting
sysLockingAgentsCount int Yes The number of enterprise agents whose work status is locking
# ● Agent List Summary
Param Type Required Description
inboundEstablishedCallsCountToday int Yes The number of successful answers (not the number of calls) by the agent after the call is locked to the agent in the inbound calls today
inboundAbandonCallsCountToday int Yes Number of inbound calls missed today
outboundCallsCountToday int Yes Number of outbound calls today
outboundEstablishedCallsCountToday int Yes Number of outbound calls answered today
# ● Agent List
Param Type Required Description
agentUUID String No Agent id
agentID String Yes Agent work no.
agentName String Yes Agent name
phoneType int Yes Answer device 1: Web page; 2: WeChat; 3: PSTN no.; 4: Sip Phone; 5:sobotapp
thisDN String No Extension account bound when agent logs in
agentLoginStatus int No Login status: Offline (0), online (2), occupied (2), system locked (98)
agentWorkStatus int No Work status: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8)
agentBusyReasonCode int No Occupied reason
lastWorkStatusChangedTime timestampMS No Timestamp of the latest agent work status change (ms)
lastLoginStatusChangedTime timestampMS No Timestamp of the latest agent login status change (ms)
customerNumber String Yes Customer number displayed by UI
customerPrivacyNumber String Yes Customer no. encryption
callType int Yes Call type: 2 : Inbound, 3: Outbound
inboundEstablishedCallsCountToday int Yes The number of successful answers (not the number of calls) by the agent after the call is locked to the agent in the inbound calls today
inboundAbandonCallsCountToday int Yes Number of inbound calls missed today
outboundCallsCountToday int Yes Number of outbound calls today
outboundEstablishedCallsCountToday int Yes Number of outbound calls answered today
clientType String No Web; Android; IOS; Unknown;
# ● Main Bot Talk List
Param Type Description
callID String Talk record is also called: main talk list; 1 talk has and only has 1 main talk list id
mainDialType String Inbound: inbound; RegularMakeCall: regular outbound; ClickToCallback: click to dial; TwoWayToPSTN: two-way callback; Internal: internal call; PreviewOutbound: preview outbound; PredictiveOutbound: predictive outbound
callType int 1. Internal talk; 2. Inbound; 3. Outbound;
customerNumber String Customer number; push only
areaCode String Customer number's area code
areaProvince String Customer number's province
areaCity String Customer number's city
customerId String Customer ID
gatewayNumber String Relay number
inboundTransferedHumanAgent boolean Trans-to-agent or not
startTime long Start time, millisecond timestamp
userStartTime long Call time, millisecond timestamp
alertTime long Customer side dialing time, millisecond timestamp
answerTime long Billing start time from customer side, millisecond timestamp
waitingForHumanAnswerDuration long Duration of waiting for agent answer, second
virtualAgentCallDuration long Bot talk duration, second
bridgeTime long Call time, millisecond timestamp
endTime long End time, millisecond timestamp
alertDuration long Dialing duration, second
duration int Talk duration, second
totalDuration int Total call duration, second
callResult int Talk result: 4. Agent not found 5. Customer fast clear down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 21. Answered by customer 22. System missed
reasonOfNotAnswer String Reason for unanswering, OTHER_RINGBACK: other ring-back tone; OUT_OF_SERVICE: out of service; DOES_NOT_EXIST: does not exist; POWER_OFF: powered off; BUSY_NOW: user is busy; NOT_ANSWER: no answer; LINE_INTERCEPTION: line interception; CUSTOMER_REJECTION: customer rejection; CUSTOMER_NUM_BLACKLIST: customer number blacklisted; GATEWAY_NUM_DISABLE: relay number disabled; ARREARS: arrears; ROUTE_UNCOMPLETE: inbound routing unfinished; NO_ROUTE_MATCH: inbound routing not matched
intentClassify String Intention tag category
intentName String Intention tag name
totalCustomerRepliesToVirtualAgentCount int Total chat rounds
firstCallAgentUUID String 1st call agent's ID
firstCallAgentID String 1st call agent's work no.
firstCallAgentName String 1st call agent's name
firstAgentUUID String 1st answer agent's ID
firstAgentID String 1st answer agent's work no.
firstAgentName String 1st answer agent's name
accumAgentRingingDuration long Total agent dialing duration, second
hangupDisposition int Hang-up side: 1. Others 2. Agent 3. Customer
userData String Custom Data
recordUrl String Recording address
platformId String Platform ID
companyId String Enterprise ID
feeSeconds int Billing Duration (s)
feeMinutes int Billing duration (mins)
firstRouteId String 1st reception routing id
firstRouteName String 1st reception routing name
belongAgentUUID String Answer-affiliated agent's ID
belongAgentID String Answer-affiliated agent's work no.
belongAgentName String Answer-affiliated agent's name
belongAgentDN String Answer-affiliated agent's extension no.
belongAgentPhoneType String Agent Answer Device
belongAgentPSTN String Answer-affiliated agent's talk no.
transferCount int Number of initiated transfer
consultCount int Number of inquiry answered
sourceType int Source record type 1: talk record, 2: ticket, 3: chat record, 4: outbound task, 5: contact plan, 6: call loss, 7: submission
sourceId String Source record ID
sourceCode String Source record Code
sourceRecordSubId String Source record sub ID
sourceRecordSubCode String Source record sub Code
sourceRecordMainId String Source record main ID
sourceRecordMainCode String Source record main Code
variablesCollectedDuringCall String Temporary dynamic variables collected during the talk
transferToThirdPartySystem String Transfer to 3rd-party system, NonTransfer: not transferred, TransferNonAnswer: transfer not answered, TransferAndAnswer: transferred and answered
transferToThirdPartyNumber String Transfer to 3rd-party number, NonTransfer: not transferred, TransferNonAnswer: transfer not answered, TransferAndAnswer: transferred and answered
dialogue JSON Chat records

dialogue

Param Type Description
phaseId String Chat record ID
phase String Chat stage, Agent: agent, ThirdPSTN: 3rd-party number, ThirdSystem: 3rd-party system, VirtualAgent: bot, System: system
startTime long Start time, millisecond timestamp
endTime long End time, millisecond timestamp
contentList JSON Chat content

contentList

Param Type Description
phaseId String Chat record ID
contentId String Chat content ID
partyId String Agent talk details ID (corresponding sub talk list ID, or system's partyId)
startTime long Start time, millisecond timestamp
endTime long End time, millisecond timestamp
nodeId String Node ID
nodeName String Node Name
dialogueType String Chat type, NORMAL: regular chat, CRITICAL: critical chat, (CUS_CRITICAL: customer critical chat, i.e. customer's response to the bot's critical question)
dialogueRole String Chat role, Agent: agent, ThirdPSTN: 3rd-party number, ThirdSystem: 3rd-party system, VirtualAgent: bot, System: system, Customer: customer
sentenceMessage String Chat text
matchedLog String Matching log
# ● Sub Bot Talk List
Param Type Description
callID String Talk record is also called: main talk list; 1 talk has and only has 1 main talk list id
partyId String Agent talk details is also called: sub talk list; 1 talk can have multiple sub talk list id
callType int Talk type 1: Internal call; 2: Inbound, 3: Outbound;
agentRole int Agent type, 2. agent 4. 3rd-party number 5. trans-to-3rd-party system
phoneType int Answer device 1: Webpage; 3: PSTN no.; 4: SIP phone; 5: sobotapp
agentUUID String Agent ID
agentID String Agent work no.
agentName String Agent name
agentDN String Agent extension
DNIS String Agent phone no., not blank when agent type = agent and answer device = phone no.; not blank when agent type = 3rd-party no.
gatewayNumber String Agent relay number
startTime long Call Time
alertTime long Dialing time
answerTime long Answer time
bridgeTime long Bridging talk time, the start time of a talk (with a user or another agent) joined on the agent side
endTime long End Time
alertDuration long Dialing duration
duration int Talk Duration
callResult int Call Result: 1. Call failed, 2. Agent missed, 3. Agent answered
customerRepliesToVirtualAgentCount int Chat rounds (number of chats customer responds to bot agent side)
fromQueueID String Source skill group code
fromQueueName String Source skill group name
hangupDisposition int Hang-up side: 1. Others 2. Agent 3. Customer
feeSeconds int Billing Duration (s)
feeMinutes int Billing duration (mins)
platformId String Platform ID
companyId String Enterprise ID
belongAgentFlag boolean Phone-affiliated agent, there is only one affiliated agent in one call. It is usually the last talk-exit agent. true: Affiliated agent; false: Non-affiliated agent.
intentTagClassify String Intention Category
intentTagName String Intention name
# ● Main Customer Talk List
Param Type Required Description
callID String Yes Talk record is also called: main talk list; 1 talk has and only has 1 main talk list id
callType int Yes 1. Internal talk; 2. Inbound; 3. Outbound;
screenNumber String No Displayed phone no.
customerNumber String No Customer Phone No.
encryptCustomerNumber String No Encrypted number, depending on [Customer number masking] in the API
areaPrefix String No Customer number's area code prefix
areaCode String No Customer number's area code
areaProvince String No Customer number's province
areaCity String No Customer number's city
customerId String No Customer ID
gatewayNumber String No Relay No.
startTime timestampMS No Call start time
alertTime timestampMS No Customer dialing time
answerTime timestampMS No Customer billing start time
bridgeTime timestampMS No Customer bridging talk time
endTime timestampMS No Customer hang-up time, including the time of satisfaction evaluation
alertDuration Seconds No Dialing duration
accumAgentRingingDuration Seconds No Total Agent Ringing Duration
duration Seconds No End Time-Talk time
totalDuration Seconds No Total call duration End Time-Call Time
callResult int No Talk result: 4. Agent not found 5. Customer fast clear-down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 21. Answered by Customer 22. System Unanswered
earlyDetectCause String No Callback Ringtone
reasonOfNotAnswer String No OTHER_RINGBACK; OUT_OF_SERVICE; DOES_NOT_EXIST; POWER_OFF; BUSY_NOW; NOT_ANSWER; LINE_INTERCEPTION; CUSTOMER_REJECTION; CUSTOMER_NUM_BLACKLIST; GATEWAY_NUM_DISABLE; ARREARS; ROUTE_UNCOMPLETE; NO_ROUTE_MATCH
hangupDisposition int No Hang-up side: 1. Others 2. Agent side 3. Customer side
attachedData String No Custom Data
recordUrl String No Recording
platformId String No Platform id
companyId String No Enterprise ID
feeSeconds int No Billing Duration (s)
feeMinutes int No Billing duration (mins)
firstRouteId String No 1st reception routing id
firstRouteName String No 1st reception routing name
belongAgentUUID String No Call-affiliated agent id
belongAgentID String No Agent work no.
belongAgentName String No Agent name
belongAgentDN String No Agent extension
belongAgentPhoneType String No Agent Answer Device
belongAgentPSTN String No Call-affiliated agent talk no.
transferCount int No Number of initiated transfer
consultCount int No Number of inquiry answered
callerNumber String No Caller no.
callerAgentUUID String No Caller agent ID
callerDN String No Caller extension
calleeNumber String No Called no.
calleeAgentUUID String No Called agent ID
calleeDN String No Called extension
firstCallAgentUUID String No 1st call agent's ID
firstCallAgentID String No 1st call agent's work no.
firstCallAgentName String No 1st call agent's name
firstAgentUUID String No 1st answer agent's ID
firstAgentID String No 1st answer agent's work no.
firstAgentName String No 1st answer agent's name
sourceType int No source record type 0: Default, 1: Talk record, 2: Ticket, 3: Chat records, 4: outbound task, 5：contact plan，6：call loss，7：leave message
sourceId String No source record id
sourceCode String No source record code
sourceRecordSubId String No source record sub id
sourceRecordSubCode String No source record sub code
sourceRecordMainId String No source record main id
sourceRecordMainCode String No source record main code
# ● Sub Agent Talk List
Param Type Required Description
callID String Yes Talk record is also called: main talk list; 1 talk has and only has 1 main talk list id
partyId String Yes Agent talk details is also called: sub talk list; 1 talk can have multiple sub talk list id
dialType int Yes Call type: 1. Call 2. Transfer 3. Inquiry 4. Monitor 5. Take away 6. Interrupt
agentRole int Yes Agent type: 2. Agent, 4. 3rd-party no., 5. Virtual agent
phoneType int Yes Answer Device: 1. Web page, 3. Phone no., 4.SIP phone
callResult int Yes Call Result: 1. Call failed, 2. Agent missed, 3. Agent answered
hangupDisposition int Yes Trigger reason for agent call ended; 2: Agent, 1: Others
companyId String Yes Enterprise ID
belongAgentFlag boolean Yes 1 talk has and only has 1 agent. It is usually the last talk-exit agent. true: Affiliated agent; false: Non-affiliated agent.
agentUUID String No Billing agent ID; blank when agent type = 3rd-party no.
agentID String No Billing agent work no.
agentName String No Billing agent name
agentDN String No Billing agent extension account
DNIS String No Not blank when agent type = agent and answer device = phone no.; not blank when agent type = 3rd-party no.
gatewayNumber String No Caller no. when system calls the agent phone no.
startTime timestampMS No Start time of agent call initiation
alertTime timestampMS No Dialing start time on the agent side
answerTime timestampMS No Billing start time on the agent side
bridgeTime timestampMS No Bridging talk time, the start time of a talk (with a user or another agent) joined on the agent side
endTime timestampMS No Hang-up time on the agent side
duration Seconds No Bridging talk duration on the agent side = end time - talk time
feeSeconds Seconds No Billing duration (s): End time - answering time
feeMinutes Minutes No Billing duration (min): End time - answering time
platformId String No Enterprise ID
earlyDetectCause String No Ring-back tone when calling the agent phone no.
totalDuration int No Duration of call
# ● Error Code List
Error code Error Reason Note description
3001 AgentIsInBargedInScene Agent already in interrupting
3002 AgentIsInMonitorScene Agent already in monitoring
3003 AgentIsInInterceptScene Agent already in breakdown
3004 AgentIsInConsultScene Agent already in inquiry
3005 AgentIsInConferenceScene Agent already in meeting
3101 AgentIsInDailingScene Agent in call
3102 AgentIsInDailingScene Agent in ringing
# ●Relay Number Indicator List
Indicator name Indicator meaning Indicator type Note description
Inbound inbound_calls Counter
System Missed inbound_no_answered_calls Counter
System Answer inbound_answered_calls Counter
Routing Agents inbound_route_to_agent_calls Counter
Routing 3rd-Party Numbers inbound_route_to_thirdPSTN_calls Counter
Routing Outbound Agent Memories inbound_route_to_agentMemory_calls Counter
Trans-to-Agent inbound_toAgent_calls Counter
Calls to Agent inbound_offer_agent_calls Counter
Dialing inbound_agent_ring_calls Counter
Answered inbound_agent_answered_calls Counter
Non-Agent Answer inbound_notHumanAgent_answered_calls Counter
Agent Answer inbound_humanAgent_answered_calls Counter
Talk Duration inbound_agentTalk_duration Duration
ATT inbound_agentTalk_average_duration Duration
Call Time inbound_calls_duration Duration
ACT inbound_calls_average_duration Duration
Outbound No. outbound_calls Counter
Outbound Phone Nos. outbound_customer_numbers Counter
Missed outbound_customer_noAnswer_calls Counter
Answered outbound_customer_answer_calls Counter
Phone No. Answer outbound_answer_gateway_numbers Counter
Answer % outbound_answer_ratio Count
No. Answering % outbound_gateway_numbers_ratio Count
Xs Talk outbound_agentTalkXs_ratio Count
Xs Talk % outbound_agentTalkXs_calls Counter
Call Time outbound_calls_duration Duration
Talk Duration outbound_calls_talk_duration Duration
ATT outbound_calls_average_duration Duration
Xs Talk Duration outbound_effective_inXs_sum_duration Duration
Xs ATT outbound_effective_inXs_average_duration Duration
# ● Agent Indicator List
Indicator name Indicator meaning Indicator type Note description
Calling Agent inbound_agent_partits Counter
Answered Call of Agent inbound_agent_answer_partits Counter
Missed Inbound Calls inbound_agent_unAnswer_partits Counter
Direct Calls inbound_agent_ringing_partits Counter
Direct Answered inbound_agent_ringingAnswer_partits Counter
Dialing Inbound Calls inbound_agent_dialing_partits Counter
Missed Direct Calls inbound_agent_ringingUnAnswer_partits Counter
Trans-to-Agent inbound_agent_transferBy_partits Counter
Trans-to-Agent Answer inbound_agent_transferByAnswer_partits Counter
Trans-to-Agent Missed inbound_agent_transferByUnAnswer_partits Counter
Agent Inquiry Calls inbound_agent_consultBy_partits Counter
Answered Inquiry Calls inbound_agent_consultByAnswer_partits Counter
Missed Inquiry Calls inbound_agent_consultByUnAnswer_partits Counter
Agent Answer inbound_agent_callByAnswer_partits Counter
Talk Duration inbound_agentTalk_duration Duration
ATT inbound_agentTalk_average_duration Duration
Outbound Call outbound_calls Counter
Missed outbound_customer_noAnswer_calls Counter
Answer Times outbound_customer_answer_calls Counter
Answered Outbound Call% outbound_answer_ratio Count
Xs Talk outbound_agent_effectiveTalkInXs_partits Counter
Xs Talk % outbound_agent_effectiveTalkInXs_radio Count
Call Time outbound_calls_duration Duration
Talk Duration outbound_calls_talk_duration Duration
ATT outbound_calls_average_duration Duration
Xs Talk Time outbound_effective_inXs_sum_duration Duration
Xs ATT outbound_effective_inXs_average_duration Duration
Total Login Duration agent_login_sum_duration Duration
Login Online Duration agent_online_sum_duration Duration
System Locked Duration agent_syslock_sum_duration Duration
DND & Break Duration agent_busy_sum_duration Duration
DND Duration agent_DND_sum_duration Duration
Total Break Duration agent_rest_sum_duration Duration
Break 11 Duration agent_rest11_sum_duration Duration
Break 12 Duration agent_rest12_sum_duration Duration
Break 13 Duration agent_rest13_sum_duration Duration
Break 14 Duration agent_rest14_sum_duration Duration
Break 15 Duration agent_rest15_sum_duration Duration
Break 16 Duration agent_rest16_sum_duration Duration
Break 17 Duration agent_rest17_sum_duration Duration
Break 18 Duration agent_rest18_sum_duration Duration
Ready Duration agent_readying_sum_duration Duration
Occupied Duration agent_busying_sum_duration Duration
Sorting Duration agent_acwing_sum_duration Duration
Total In-Call Duration agent_calling_sum_duration Duration
Calling Duration agent_dialing_sum_duration Duration
Dialing Duration agent_ringing_sum_duration Duration
Talking Duration agent_talking_sum_duration Duration
Holding Duration agent_helding_sum_duration Duration
DND Busying Duration agent_DND_busy_duration Duration
Total Break Busying Duration agent_rest_busy_sum_duration Duration
Break 11 Busying Duration agent_rest11_busy_sum_duration Duration
Break 12 Busying Duration agent_rest12_busy_sum_duration Duration
Break 13 Busying Duration agent_rest13_busy_sum_duration Duration
Break 14 Busying Duration agent_rest14_busy_sum_duration Duration
Break 15 Busying Duration agent_rest15_busy_sum_duration Duration
Break 16 Busying Duration agent_rest16_busy_sum_duration Duration
Break 17 Busying Duration agent_rest17_busy_sum_duration Duration
Break 18 Busying Duration agent_rest18_busy_sum_duration Duration
Online Duration % agentOnline_percent Count
DND & Break Duration % agentBusy_percent Count
DND Duration % agentDND_percent Count
Total Break Duration % agentRest_percent Count
Ready Duration % workReady_percent Count
Busy Duration % workBusy_percent Count
Total In-Call Duration % workinCall_percent Count
Sorting Duration % workACW_percent Count
Work Occupied Time A workReasonCodeA_sum_duration Duration
Work Occupied Time B workReasonCodeB_sum_duration Duration
Work Occupied % A workReasonCodeA_percent Count
Work Occupied % B workReasonCodeB_percent Count
DND Busying Duration % agent_DND_busy_sum_duration_radio Count
Total Break Busying Duration % agent_rest_busy_sum_duration_redio Count
First Login Time agentFirstLogin_timestamp Duration
First Ready Time agentFirstOnline_timestamp Duration
Last Logout Time agentLastLogout_timestamp Duration
# ● Department Indicator List
Indicator name Indicator meaning Indicator type Note description
Calling Agent inbound_agent_partits Counter
Dialing Inbound Calls inbound_agent_dialing_partits Counter
Answered Call of Agent inbound_agent_answer_partits Counter
Missed Inbound Calls inbound_agent_unAnswer_partits Counter
Direct Calls inbound_agent_ringing_partits Counter
Direct Answered inbound_agent_ringingAnswer_partits Counter
Missed Direct Calls inbound_agent_ringingUnAnswer_partits Counter
Trans-to-Agent inbound_agent_transferBy_partits Counter
Trans-to-Agent Answer inbound_agent_transferByAnswer_partits Counter
Trans-to-Agent Missed inbound_agent_transferByUnAnswer_partits Counter
Agent Inquiry Calls inbound_agent_consultBy_partits Counter
Answered Inquiry Calls inbound_agent_consultByAnswer_partits Counter
Missed Inquiry Calls inbound_agent_consultByUnAnswer_partits Counter
Talk Duration inbound_agentTalk_duration Duration
ATT inbound_agentTalk_average_duration Duration
Outbound Call outbound_calls Counter
Missed outbound_customer_noAnswer_calls Counter
Answer Times outbound_customer_answer_calls Counter
Answered Outbound Call% outbound_answer_ratio Count
Xs Talk outbound_agent_effectiveTalkInXs_partits Counter
Xs Talk % outbound_agent_effectiveTalkInXs_radio Count
Call Time outbound_calls_duration Duration
Talk Duration outbound_calls_talk_duration Duration
ATT outbound_calls_average_duration Duration
Xs Talk Time outbound_effective_inXs_sum_duration Duration
Xs ATT outbound_effective_inXs_average_duration Duration
Last Updated: 11/15/2024, 3:18:20 PM

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