A session data feed captures the stream of data that is generated when events take place during a session. These events are actions taken by agents, end-users, and Contact Center AI Platform (CCAI Platform). You can analyze session data feeds to get insights into user experience, customer engagement, agent performance, and more.
The Session Data Feed widget is available when you create a desktop layout, so you can include a panel in your desktop layouts that contains the session data feed. As your session progresses, the session data feed captures event data and displays it in the panel. To save session data feeds without a CRM, you need to configure External storage.
Turn on the session data feed
To use the session data feed, you need to turn it on.
To turn on the session data feed, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Agent Desktop pane.
For Session Data Feed, select the Use session data feed checkbox.
Click Save Agent Desktop.
Session data feed events
Here is a list of the events for which the session data feed captures data. This list contains the type of data collected and includes example data.
Call started
Voice Outbound
- Contact Center AI Call ID: 6679
- Language: English (US)
- Time: July 2, 2024 at 7:06:15 PM PDT
- Outbound number: +1 234 567 8910
Chat started
Messaging Inbound (Web Chat)
- Contact Center AI Chat ID: 3034
- Language: English (US)
- Menu: Orders/Returns
- Time: July 4, 2024 at 2:23:16 PM GMT+7
- Device: Browser
Call ended
- Contact Center AI Call ID: 6722
- Disconnected By Agent
- Time of call: July 4, 2024 at 2:41:02 PM GMT+7
- Length of call: 00:21
Chat ended
- Contact Center AI Chat ID: 3036
- Disconnected by End User
- Time of chat: July 4, 2024 at 2:35:34 PM GMT+7
Custom data from the customer has arrived
- membershipNumber: 21754
- model: 1234
- purchaseDate: Invalid DateTime
- temperature: 70.5
- osVersion: 17.3.1
- lastTransactionId: FEBA4C32-1DD5-4C0A-985C-78FB7A61A166
- dashboardUrl: http://internal.dashboard.com/1234
- location: Location not available
- bluetooth: Bluetooth state unknown
Callback number
- Incoming phone number: +1 800 555 0175
- Callback number: +1 800 555 0100
Text attachment uploaded
Virtual agent transcript
- CRM link: https://example.com/attachments/token/...
API DAP Response
(Loanne: True)
API Response key value list
- key: zulu
- priority: 1
- user_type: shopper
API Response Json
{
"key": "zulu",
"priority: 1,
"user_type": "shopper"
}
Request parameters passed to API DAP
Request parameters passed:
{
"fixed_parameter": "abcxyz",
"abc": 1
}
Verified
Verified by Alex B
Payment Data
- Product Name: sample product name
- Amount Charged: 10.00 USD
- Payment Status: Success
- Transaction ID: ch_3PYlfT
- Agent: Alex B
- Timestamp: July 4, 2024 at 4:09:32 PM GMT+7
Customer rating received
- Customer rating feedback received: 5
- Customer text feedback received: very good
Call Redacted
- Start: July 5, 2024 at 11:28:48 AM GMT+7
- End: July 5, 2024 at 11:35:33 AM GMT+7
- Duration: 06:45
Chat transcript uploaded
Chat message history
- CRM link: https://example.com/attachments/token/...
Photos uploaded
A screenshot is uploaded
- screenshot External storage link: https://example.com/attachments/token/...
Video uploaded
A video is uploaded
- External storage link: https://example.com/attachments/token/...
Text note received from customer
Text note received from customer
Hello
Survey was answered
- Question: Star Rating Question
- Stars: 5
- Question: CSAT Question
- Rating: 4
- CRM link: https://example.com/attachments/token/...
Transfer began
Call transfer from SUPPORT_T1/PN/PN 1 to ORDERS_RETURNS/PN PN 2 began
Transfer finished
Call transfer from SUPPORT_T1/PN/PN 1 to ORDERS_RETURNS/PN PN 2 finished
Transfer failed
Call transfer from SUPPORT_T1/PN/PN 1 to ORDERS_RETURNS/PN PN 2 failed
Adding participant began
- PN 1 started adding PN (*1234) to the call
Participant Finished
- Consumer (+1-(800)-555-0175) was added to the call by Alex B ()
Addition of participant failed
- The attempt to add PN (*1234) to the call by PN 1 failed
- Reason: agent (PN) did not pick up the call
Co-browse data uploaded
- CRM link: https://example.com/attachments/token/...
Agent Assist auto-generated Summary
- Summary: The customer wants to know where San Francisco is. No agent action.
- Agent: Alex B
Emergency Services
Ariel attempts to add Emergency Services to this call.
Content Card button was selected
End User selected the button Primary with reply 1 from the Title 1 card
Call transfer redirected to external SIP
- SIP destination: sip:returns@returns.onsip.com
- Data parameters passed:
- userName: Alex B
Virtual Agent call recording
Virtual Agent call recording is not available for consumer privacy reasons
Virtual Agent transcript
Virtual Agent call transcript is not available for consumer privacy reasons
VA URL Links
URL Links from Virtual Agent Returnsbot
- https://example.com/returns/...
Captured VA session variables
- Chat ID: 3070
- Menu: In-App Support (QUEUE qca02)/Support/PN/PN 1
- Chatbot Platform: Virtual Agent PN
- Chatbot Workflow: Post Session Transfer - Chat
- Virtual Agent: Virtual Agent PN - Chat
- Intent: Captured At: July 5, 2024 at 3:08:39 PM GMT+7 Captured Variables
- agentHelpfulness: 4
- issueResolution: yes
- agentComprehension: 5
- openFeedback: nothing
Co-browse session started
- Co-browse session was started by Agent
- Time of start: July 5, 2024 at 3:16:54 PM GMT+7
Co-browse session ended
- Co-browse session was ended by Agent
- Time of end: July 5, 2024 at 3:19:31 PM GMT+7
Co-browse remote control requested
Co-browse remote control was requested
Co-browse remote control accepted
Co-browse remote control was accepted
Co-browse remote control rejected
Co-browse remote control was rejected
Co-browse full device control requested
Co-browse full device control was requested
Co-browse full device control accepted
Co-browse full device control was accepted
Co-browse full device control rejected
Co-browse full device control was rejected
Session sentiment score
Average sentiment score for the segment: 52
Customer email collected
Customer email: 222larabrown@gmail.com
Realtime Transcript
Call ID: 6800 | July 5, 2024 at 4:23:03 PM GMT+7 | 00:25
----------------------------------------
[July 5, 2024 at 4:23:05 PM GMT+7 Virtual Agent PN - Voice] Hello, I am CX Agent Number 1.
How can I help you?
----------------------------------------
[July 5, 2024 at 4:23:10 PM GMT+7 Consumer] human agent
----------------------------------------
Virtual Agent Transcript
Call ID: 6800 | July 5, 2024 at 4:23:03 PM GMT+7 | 00:25
----------------------------------------
[July 5, 2024 at 4:23:05 PM GMT+7 Virtual Agent PN - Voice] Hello, I am CX Agent Number 1.
How can I help you?
----------------------------------------
[July 5, 2024 at 4:23:10 PM GMT+7 Consumer] human agent
----------------------------------------
Live Translation was used
Spanish (Spain) and English (US) were used for translation
Data parameters passed to Virtual Agent
Data parameters passed to Virtual Agent PN - Chat
- Data parameters passed:
- order: yes
- product: books
- queueId: 502
- queueLanguage: en
Pre-session SMS deflection
Pre-session SMS deflection was offered in ORDERS_RETURNS/PN/PN 1
- Pre-session SMS deflection was accepted
Dispositions
- Code: test001
- Custom Code ID: 123
- UJET Code ID: 3
- Note: Okee
- List: Custom
- Custom List ID: 2222
- UJET List ID: 3
- Agent: Alex B
CCAI Insight chat history uploaded
GCS URL: gs://example-insights/oem/...
CCAI Insight call recording uploaded
GCS URL: gs://example-insights/oem/...
Call recording
- CRM link: https://example.com/attachments/token/...
- External storage link: https://example.com/v1/download/092a5b64-067b-...
Inbound sip headers
Data parameters passed:
- xTwilioAccountSid: AC78449ee33...
- xInboundVpsip: true
- xTwilioCallSid: CAe63b...