QM chat session event data

This page describes the chat session event data that Contact Center AI Platform (CCAI Platform) can export to your quality management (QM) application. QM chat event data supports the web SDK and the mobile SDKs. For more information about integrating CCAI Platform with your QM application, see QM, SIPREC, and WFM integration.

For call session event data, see QM call session event data.

Chat session events and triggers

Certain session events trigger the export of chat session data to your QM application. This section lists the chat event types and includes a session event payload example for each one.

Chat started

This event is triggered when a human agent or a virtual agent starts a chat. The event payload contains the initial state of the chat, including information about the queue, participants, and the initiator.

The following code sample shows the event payload:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "support_number": null,
  "session_type_v2": "In-web",
  "chat_id": 138,
  "state": "waiting",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "dn": "end_user_5"
    }
  ]
}

Chat waiting for assignment

This event is triggered when a chat session enters a queue and is waiting for assignment.

The following code sample shows the event payload:

{
  "queue_path_ids": "7/23",
  "queue_path_names": "Test/virtual",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 196,
  "state": "waiting",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "dn": "end_user_5"
    }
  ]
}

Chat accepted

This event is triggered when a human agent or a virtual agent accepts a chat. This is an optional, intermediate event before an agent connects with a chat.

The following code sample shows an event payload for a human agent:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 167,
  "state": "connected",
  "direction": "incoming",
  "initiator": "agent_1",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "media_id": "MB0d0540e638354714a43d64e9be9677b6",
      "dn": "end_user_5"
    },
    {
      "state": "accepted",
      "type": "agent",
      "media_id": "MBd9670cb0cddd424c814194795527ae3a",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ]
}

The following code sample shows an event payload for a virtual agent:

{
  "queue_path_ids": "7/23",
  "queue_path_names": "Test/virtual",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 196,
  "state": "connected",
  "direction": "incoming",
  "initiator": "virtual_agent_2",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "media_id": "MBdfcdab9220f94f1486008a165db3f31a",
      "dn": "end_user_5"
    },
    {
      "state": "accepted",
      "type": "virtual_agent",
      "media_id": "MBea10421d150b4d22b675de17070bc383",
      "dn": "virtual_agent_2"
    }
  ]
}

Chat connected

This event is triggered when a chat is connected to a human agent or a virtual agent. This can be an auto-connection or a human agent manually connecting.

The following code sample shows an event payload for a human agent:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 114,
  "state": "connected",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "media_id": "MB7a504ce7f418447bb4a48b8f3fa609d0",
      "dn": "end_user_5"
    },
    {
      "state": "connected",
      "type": "agent",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ]
}

The following code sample shows an event payload for a virtual agent:

{
  "queue_path_ids": "7/23",
  "queue_path_names": "Test/virtual",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 196,
  "state": "connected",
  "direction": "incoming",
  "initiator": "virtual_agent_2",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "dn": "end_user_5"
    },
    {
      "state": "connected",
      "type": "virtual_agent",
      "dn": "virtual_agent_2"
    }
  ],
  "connected_at": "2024-09-13T14:04:17.000-07:00"
}

Chat dismissed

This event is triggered when a chat session is canceled or terminated before a full connection is established—for example, it wasn't accepted or it ended prematurely.

The following code sample shows the event payload:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 197,
  "state": "dismissed",
  "direction": "incoming",
  "initiator": "agent_1",
  "participants": [
    {
      "state": "dismissed",
      "type": "external",
      "media_id": "MB444f542e9b9c4f89a8369bb2430357ad",
      "dn": "end_user_5"
    },
    {
      "state": "dismissed",
      "type": "agent",
      "media_id": "MB7e657411b2284f95b2cf31ef5e6dc83c",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ]
}

Chat resumed

This event is triggered when a previously paused or suspended chat session is resumed. The payload contains the state of the chat when it's resumed.

The following code sample shows the event payload:

{
  "session_type_v2": "In-web",
  "chat_id": 198,
  "state": "resumed",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "resumed",
      "type": "external",
      "media_id": "MB320da61121bc4fc48ea099759f679333",
      "dn": "end_user_5"
    },
    {
      "state": "resumed",
      "type": "agent",
      "media_id": "MBbe5db89a01ab4814a8e7830daf3d30fa",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ]
}

Participant left the chat

This event is triggered when one or more participants leave a chat session. This can be an end-user, a human agent, or a virtual agent leaving the chat. The payload contains the state of the chat when the participants left it.

The following code sample shows the event payload for an end-user leaving a chat:

{
  "session_type_v2": "In-web",
  "chat_id": 169,
  "state": "participantDisconnect",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "disconnected",
      "type": "external",
      "media_id": "MB4dd73370bc564cf18f5347233523ef44",
      "dn": "end_user_5"
    },
    {
      "state": "disconnected",
      "type": "agent",
      "media_id": "MBba370f84cf914992b05e9aab03730c4b",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ]
}

The following code sample shows the event payload for a human agent leaving a chat:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 169,
  "state": "participantDisconnect",
  "direction": "incoming",
  "initiator": "agent_1",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "media_id": "MB4dd73370bc564cf18f5347233523ef44",
      "dn": "end_user_5"
    },
    {
      "state": "disconnected",
      "type": "agent"
      "media_id": "MBba370f84cf914992b05e9aab03730c4b",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ]
}

The following code sample shows the event payload for a virtual agent leaving a chat:

{
  "queue_path_ids": "7/23",
  "queue_path_names": "Test/virtual",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 196,
  "state": "participantDisconnect",
  "direction": "incoming",
  "initiator": "virtual_agent_2",
  "participants": [
    {
      "state": "disconnected",
      "type": "external",
      "media_id": "MBdfcdab9220f94f1486008a165db3f31a",
      "dn": "end_user_5"
    },
    {
      "state": "disconnected",
      "type": "virtual_agent",
      "media_id": "MBea10421d150b4d22b675de17070bc383",
      "dn": "virtual_agent_2"
    }
  ]
}

Chat ended

This event is triggered when a chat session ends. This can be an end-user, a human agent, or a virtual agent ending the chat. The payload contains the state of the chat when it ends, including the participants and the timestamps for when the chat connected and ended.

The following code sample shows the event payload for a human agent and end-user leaving a chat:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "support_number": null,
  "session_type_v2": "In-web",
  "chat_id": 127,
  "state": "disconnected",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "disconnected",
      "type": "external",
      "media_id": "MB4a0a435e759c43369098ee7f2d0271f0",
      "dn": "end_user_5"
    },
    {
      "state": "disconnected",
      "type": "agent",
      "media_id": "MBa4afeafb5bcc4a279f51db76f3b98deb",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    }
  ],
  "connected_at": "2024-08-27T17:06:37.000-07:00",
  "ends_at": "2024-08-27T17:06:59.000-07:00"
}

The following code sample shows the event payload for a virtual agent and end-user leaving a chat:

{
  "queue_path_ids": "7/23",
  "queue_path_names": "Test/virtual",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 190,
  "state": "disconnected",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "disconnected",
      "type": "external",
      "media_id": "MB6ea6204b6a0448428d88e9976fd856d4",
      "dn": "end_user_5"
    },
    {
      "state": "disconnected",
      "type": "virtual_agent",
      "media_id": "MBc6a2b72c99534a68990caf622b65571a",
      "dn": "virtual_agent_2"
    }
  ],
  "connected_at": "2024-09-12T10:50:51.000-07:00",
  "ends_at": "2024-09-12T11:54:08.000-07:00"
}

The following code sample shows the event payload for a chat ended while waiting in queue:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "support_number": null,
  "session_type_v2": "In-web",
  "chat_id": 141,
  "state": "disconnected",
  "direction": "incoming",
  "initiator": "end_user_5",
  "participants": [
    {
      "state": "disconnected",
      "type": "external",
      "media_id": "MB65670b2c44534af3860fad35be88ac41",
      "dn": "end_user_5"
    }
  ],
  "connected_at": "",
  "ends_at": "2024-08-29T14:41:16.000-07:00"
}

Chat session event fields

The following tables describe the fields in the session data that Contact Center AI Platform exports to your QM application.

General fields

Field name

Values

Description

Condition

type
  • AgentState
  • ChatState

The event type of the overall JSON payload.
  • Passes AgentState for agent related events.
  • Passes ChatState for chat related events.

item

The object with event information.

Chat state fields

Field Name

Values

Description

Condition

chat_id
  • The chat ID

Available in the item object.

The chat session's identifier in the Contact Center AI Platform system.
  • Passes the value of the ID field in the main object in the Contact Center AI Platform session metadata.

state
  • waiting
  • connected
  • disconnected
  • dismissed
  • resumed
  • participantDisconnect
  • transferred

Available in the item object.

The current state of the chat session.

direction
  • incoming

Available in the item object.

The direction of the chat session from the contact center perspective.
  • Passes incoming when the chat session is inbound.

initiator
  • agent_1
  • virtual_agent_2
  • end_user_5

Available in the item object.

The identifier of the party that initializes the chat state.

  • For human agents

    Passes the value of the ID field in the agent_info object in the session metadata.

  • For virtual agents

    Passes the value of the virtual_agent_id field in the participants object in the session metadata.

  • For end-users

    Passes the value of the ID field in the end_user object in the session metadata.

queue_path_ids
  • A path of queue IDs

Available in the item object.

The queue path navigated by the end-user before reaching the first agent of the call.

This value is constructed using the queue IDs of the navigated queue.
  • This applies only to incoming chats.

queue_path_names
  • A path of queue names

Available in the item object.

The queue path navigated by the end-user before reaching the first agent of the call.

This value is constructed using the queue names of the navigated queue.
  • This applies only to incoming chats.

language
  • The language code

Available in the item object.

The language code of the end-user's selected language.
  • This applies only to incoming chats.

queue_uuid
  • The queue ID

Available in the item object.

The UUID of the queue that the chat has been routed to.
  • This applies only to incoming and queue transferred chats.

tenant
  • The instance name

Available in the item object.

The name of the instance hosting the chat.

event_id
  • The event ID

Available in the item object.

An identifier for the chat session.

timestamp
  • A UNIX timestamp

Available in the item object.

A timestamp for the chat in Unix epoch time

session_type_v2
  • In-web

Available in the item object.

Indicates a web SDK chat session.

support_number
  • NULL

  • Not applicable for chat.

connected_at
  • The date and time

Available in the item object.

The date and time the chat session began.

ends_at
  • The date and time

Available in the item object.

The date and time the chat session ended.

participants

Available in the item object.

An object containing the call participant's information.

participant_id
  • agent_id
  • virtual_agent_id

Available in the participants object.

The identifier of the chat participant.

  • For human agents

    Passes the value of the ID field in the agent_info object in the session metadata.

  • For virtual agents

    Passes the value in the virtual_agent_id field in the participants object in the session metadata

  • For end-users

    Passes the value of the ID field in the end_user object in the session metadata.

  • For third-parties

    Passes the phone number of the third-party, if available.

    Else, passes the null value.

type
  • external
  • agent
  • virtual_agent

Available in the participants object.

The type of the call participant.
  • Passes agent when the chat participant is an agent.
  • Passes external when the chat participant is an end-user or a third-party.
  • Passes virtual_agent when the chat participant is a virtual agent.

state
  • connected
  • disconnected
  • accepted
  • dismissed
  • resumed

Available in the participants object.

The participant's current state in the chat conference.

media_id
  • twilio_mediaID
  • nexmo_mediaID

Available in the participants object.

The identifier for chat session media from the carrier.
  • Passes the twilio_mediaID when the initiator chats into or chats from a Twilio number.
  • Passes the nexmo_mediaID when the initiator chats into or chats from a Nexmo number.

dn
  • end_user_1
  • agent_1

Available in the participants object.

The directory number of the participant.

agent_number

Available in the participants object. The agent's number.

name

Available in the participants object. The agent's name.

alias

Available in the participants object. The agent's alias.

Chat session transfers

Chat session transfers are not distinct chat events. Rather, they are payloads that indicate that a chat session transfer has occurred. This section shows a chat session transfer payload that's triggered when an agent leaves a chat. In this example, the initiator field value is agent_1, indicating that agent 1 initiated the transfer. In the participants array, agent_1 has a state of disconnected and agent_2 has a state of connected. This indicates that the session has been transferred from agent 1 to agent 2, with agent 1 leaving the chat and agent 2 joining. The value of the overall state field in this example is participantDisconnect, but you could model your system to have an overall state of transferred or connected if you prefer. You could also model your system to have additional fields to more explicitly represent a session transfer—for example, transfer_id or a dedicated transfer event type.

The following code sample show an event payload for a session transfer:

{
  "queue_path_ids": "7/26",
  "queue_path_names": "Test/calls",
  "language": "en",
  "session_type_v2": "In-web",
  "chat_id": 208,
  "state": "participantDisconnect",
  "direction": "incoming",
  "initiator": "agent_1",
  "participants": [
    {
      "state": "connected",
      "type": "external",
      "media_id": "MBed9193af0a82486cbad069925b5a0b18",
      "dn": "end_user_5"
    },
    {
      "state": "disconnected",
      "type": "agent",
      "media_id": "MB05685c80e6af444faa1de5c5e48a26c7",
      "agent_number": "Uno numero",
      "name": "Admin UJET",
      "alias": "super_agent",
      "dn": "agent_1"
    },
    {
      "state": "connected",
      "type": "agent",
      "media_id": "MB5caad80c7d94477d9db9c5f1c3662768",
      "agent_number": "420",
      "name": "ajay1 ujet",
      "alias": "ajay1-alias",
      "dn": "agent_2"
    }
  ]
}