Callback Detail

Overview

This Measure Producer calculates measures relating to the callbacks. A callback occurs when the originator of a call is immediately called back in a second call as a response. Multiple callback attempts can be performed if the agent cannot reach the originator.

ProcessorType: Journal (JRNL)

Data dictionary

Notes:

Duration and Time measures are expressed in milli-seconds.
This Measure Producer does not generate "INITIALIZATION" data, only realtime updates.

Measure	Type	Example	Description
agentDisplayName	String	John, Smith	Display Name which is provided when user is added in application center.
agentFirstName	String	John	Agent's first name as defined in application center.
agentId	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique identifier for the agent.
agentLastName	String	Smith	Agent's last name as defined in application center.
agentLoginId	String	[email protected]	Login Id provided when a new user is created in application center.
attributes	String	[{category: 'Language', values: ['English']}, {category: 'Support', values: ['Technical']}]	The attributes associated with the initial customer engagement. Attributes are dynamic and are specific to each tenant.
callbackAttempts	Number	3	The number of callback attempts by the agent
callbackId	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique identifier for the callback.
callbackRequestCreated	Date	1678964609928	The timestamp when the callback was requested. (epoch format).
callbackRequestEnded	Date	1678964703925	The callbackEndedTimestamp is the timestamp for when the callback workflow is complete. It encompasses all attempts and is in epoch format. If the callback is in progress, the callbackEndedTimestamp value will not appear in the JSON message.
customerPhoneNumber	String	+353 91 000 000	The customer telephone number for the callback
engagementId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	The unique identifier associated with the engagement.
callbackEngagementId	String	a8bcdae8-21e1-45cc-81a1-6328c1041d31	The unique identifier associated with the callback engagement.
queueId	String	9a7b4678-fd25-4bd2-84f3-70828f9fd07a	Id of the Queue.
queueName	String	Default	Indicates the queue name of the engagement.
status	String	PENDING	Indicates the status of the callback. Possible values: PENDING, DELIVERED, TERMINATED.
terminationReason	String	MAX_ATTEMPTS_REACHED	The reason for the callback being terminated. Possible values: Max Retries, Cancelled by the Customer, Outside Business Hours

Sample data

Expand sample 1...

{
  "dimension":"{\"callbackId\":\"3da491d3-b7b5-450f-8ef1-55d0ff9d5ee2\"}",
  "eventAction":"UPSERT",
  "heartbeat":false,
  "measureProducerId":"CallbackDetail_jrnl_1.0.0",
  "pumpupIdentifier":"",
  "pumpup":false,
  "pumpupComplete":false,
  "realtimeData":"{\"customerPhoneNumber\":\"+13035381183\"}",
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"ENVKQZ",
  "extra":""
}

Expand sample 2...

{
  "dimension":"{\"callbackId\":\"3da491d3-b7b5-450f-8ef1-55d0ff9d5ee2\"}",
  "eventAction":"UPSERT",
  "heartbeat":false,
  "measureProducerId":"CallbackDetail_jrnl_1.0.0",
  "pumpupIdentifier":"",
  "pumpup":false,
  "pumpupComplete":false,
  "realtimeData":"{\"callbackRequestCreated\":\"1678964609928\",\"customerPhoneNumber\":\"+13035381183\"}",
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"ENVKQZ",
  "extra":""
}

Expand sample 3...

{
  "dimension":"{\"callbackId\":\"3da491d3-b7b5-450f-8ef1-55d0ff9d5ee2\"}",
  "eventAction":"UPSERT",
  "heartbeat":false,
  "measureProducerId":"CallbackDetail_jrnl_1.0.0",
  "pumpupIdentifier":"",
  "pumpup":false,
  "pumpupComplete":false,
  "realtimeData":"{\"callbackRequestCreated\":\"1678964609928\",\"customerPhoneNumber\":\"+13035381183\",\"engagementId\":\"064ed8b3-04b3-43a7-af80-28862ccbf6ac\"}",
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"ENVKQZ",
  "extra":""
}

Expand sample 4...

{
  "dimension":"{\"callbackId\":\"3da491d3-b7b5-450f-8ef1-55d0ff9d5ee2\"}",
  "eventAction":"UPSERT",
  "heartbeat":false,
  "measureProducerId":"CallbackDetail_jrnl_1.0.0",
  "pumpupIdentifier":"",
  "pumpup":false,
  "pumpupComplete":false,
  "realtimeData":"{\"queueId\":\"d6bc610a-d09d-4845-92a1-7705794aca70\",\"callbackRequestCreated\":\"1678964609928\",\"customerPhoneNumber\":\"+13035381183\",\"engagementId\":\"064ed8b3-04b3-43a7-af80-28862ccbf6ac\"}",
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"ENVKQZ",
  "extra":""
}

Expand sample 5..

{
  "dimension":"{\"callbackId\":\"3da491d3-b7b5-450f-8ef1-55d0ff9d5ee2\"}",
  "eventAction":"UPSERT",
  "heartbeat":false,
  "measureProducerId":"CallbackDetail_jrnl_1.0.0",
  "pumpupIdentifier":"",
  "pumpup":false,
  "pumpupComplete":false,
  "realtimeData":"{\"callbackRequestEnded\":\"1678964703925\"}",
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"ENVKQZ",
  "extra":""
}

Expand sample 6...

{
  "dimension":"{\"callbackId\":\"3da491d3-b7b5-450f-8ef1-55d0ff9d5ee2\"}",
  "eventAction":"UPSERT",
  "heartbeat":false,
  "measureProducerId":"CallbackDetail_jrnl_1.0.0",
  "pumpupIdentifier":"",
  "pumpup":false,
  "pumpupComplete":false,
  "realtimeData":"{\"callbackEngagementId\":\"064ed8b3-04b3-43a7-af80-28862ccbf6ac\",\"callbackRequestEnded\":\"1678964703925\"}",
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"ENVKQZ",
  "extra":""
}