Session metadata file

For every voice and chat session, Contact Center AI Platform (CCAI Platform) stores the session details in a session metadata JSON file. The session metadata file can be stored in an external storage service that you configure or it can be attached to a CRM record. This file contains many data attributes, including session information, transfers, handle duration, participants, and diagnostic information. The session metadata file can be parsed and used for post-session analysis and tracking.

The session metadata file is updated 15 minutes after the session has completed.

The session metadata file can be used in the following ways:

  • Delivered to your external storage service in JSON format

  • Used to update a CRM record using email

  • Attached to a record in the integrated CRM

Sessions metadata content

Data

Description

Example value

Lang

Selected language

en

Session ID

The identifier of an interaction.

12345

Session type

Call types

  • Voice inbound: standard PSTN calls.
  • Voice inbound (IVR by Mobile): fallback PSTN calls made from the mobile SDK.
  • Voice inbound (Mobile): placed by end-users by an installed mobile SDK.
  • Voice callback (Web): initiated from the Web SDK.
  • Voice inbound (API): initiated using API.
  • Voice scheduled (Mobile): scheduled using an installed mobile SDK.
  • Voice scheduled (Web): scheduled using an installed Web SDK.
  • Voice outbound: initiated by an agent by dialing a number.
  • Voice outbound (API): initiated using API.
  • Voice Campaign: initiated by an outbound dialer (Campaign).

Chat Types

  • Messaging (Whatsapp): initiated through Whatsapp.
  • Messaging inbound (SMS)
  • Messaging outbound (SMS)
  • Messaging outbound (SMS by API)
  • Messaging (Web): initiated by an installed Web SDK.
  • Messaging (Mobile): initiated by an installed Mobile SDK.

See: Session type terminology

Voice Inbound (IVR)

Session status
  • scheduled (0): the call is scheduled to take place at a specific time in the future.
  • queued (1): the call is waiting in a queue, ready to be assigned to an available agent.
  • assigned (2): the call has been assigned to a specific agent for handling.
  • connecting (3): the agent is in the process of establishing a connection with the call.
  • switching (4): indicates the call is transitioning between different states.
  • connected (5): a successful connection has been established between the agent and the end-user.
  • finished (8): the call has been completed.
  • failed (9): the call has failed and the specific failure reason code is provided.
  • recovered (10): a previously failed call has been retried and successfully completed.
  • deflected (11): the call has been completed with a deflection.
  • selecting (12): the call is in the process of selecting options from a menu before being queued (applies to IVR calls only).
  • va_assigned (13): the call has been assigned to a virtual agent for handling.
  • va_connected (14): the call has been successfully connected to a virtual agent.
  • preview_pending (15): the initial status for a campaign call, indicating connection with the dialer for previewing customer data.
  • preview_ready (16): indicates that data has been received from preview dialer and the call is ready for further processing.
  • campaign_connecting (17): the adapter has notified that the agent intends to take the campaign call, and the connection process is underway.
  • campaign_connected (18): confirmation that the campaign call connection has been successfully established.
  • requeued (19): a call that was previously handled by an agent but failed and has been added to a queue for handling again.
  • predictive_waiting (20): the agent is waiting for a predictive campaign call to be connected.
  • progressive_waiting (21): the agent is waiting for a progressive campaign call to be connected.
  • preview_waiting (22): the agent is waiting for a preview campaign call to be connected.
  • campaign_dialing (23): the agent's campaign call is in the process of dialing out to the end user.
  • voicemail (80): the call is in a voicemail state.
  • voicemail_received (81): voicemail has been received from the caller and recorded.

81

Created

 The date that the interaction (call or chat) was created in the platform.

2023-09-11T09:42:01.000+03:00

Queued

 For inbound sessions, show the queue that the call came through. Displays the queue name where the interaction waited.

2023-09-11T09:42:01.000+03:00

Assigned

 Time that an agent was assigned to the session.

2023-09-11T09:42:01.000+03:00

Connected

 This signifies that the interaction is connected (in a Connected status). This indicates that the call contains both an agent and an end-user.

2023-09-11T09:42:01.000+03:00

Ended

 The time call ended.

2023-09-11T09:42:01.000+03:00>

Scheduled

 The call is scheduled to take place at a specific time in the future.

2023-09-11T09:42:01.000+03:00

Updated

 The last time this metadata was updated

2023-09-11T09:42:01.000+03:00

Handle time (call or chat duration)

 The amount of time that elapsed from when an agent was assigned a call, including before call work (BCW) for preview campaign calls, to when they ended the wrap-up phase

245 seconds

Hold duration or Hold time

The sum of time (in seconds) an agent placed a consumer on hold during an interaction. Hold is recorded in total for a single interaction.

An agent that places a consumer on hold multiple times will only show the total hold duration for that interaction. When that agent transfers the call out, this would start a new interaction which would track its own hold time.

23 seconds

Answer type

Human agent or virtual agent

OutTicket ID

ID applied by the CRM

12345

OutTicket URL

URL from the CRM Ticket

https://example.com/

Recording permission

Recording permission is captured for the entire session of a call and is stored along with the call record itself.

Under the recording permission column in historical reporting the following values can appear:

  • Granted: The end-user opted into having the call recorded.
  • Denied: The end-user opted out of having the call recorded.
  • Not Asked: The end-user was not asked if they consented to being recorded.

granted, denied, not asked

Recording URL

The URL to the specific recording for this record.

www.example.examplecrm.com/23453732

Support phone number

The public number as assigned to the queue that an end-user will contact. This is inbound only.

+12223334444

Outbound number

This is the agent's outbound phone number as found in the individual call history report. The number from which the agent is dialing.

+12223335555

Menu path

The leaf node of a menu path, with the menu type indicating which channel the interaction was routed through.

Menu path ID

The ID which represents a unique materialized menu path. A materialized menu path is the tree of queue IDs that a call goes through.

2420/4563/6205

Queue priority

The queue priority routing order.

1-8 (numeric value)

CSAT Rating

The customer satisfaction scores (CSAT) awarded to the interaction. Captured after an interaction ends.

1-4 (numeric value)

Comment

The customer satisfaction comment (CSAT) awarded to the interaction. Captured after an interaction ends.

'Great job, I love my agent'

va_assigned

The call has been assigned to a virtual agent for handling.

va_connected

The call has been successfully connected to a virtual agent.

SmartActions | Verification status

Indicates whether the device owner or end-user verified through a SmartAction.

SmartActions | Photos and screenshots uploaded

Indicates whether the photos and screenshots were sent through a SmartAction.

SmartActions | Video files uploaded

Indicates whether video files uploaded were sent through a SmartAction.

SmartActions | Text input

Indicates whether text input was sent through a SmartAction.

Selected menu and menu path

The ID which represents a unique materialized menu path. A materialized menu path is the tree of queue IDs that a call goes through.

2420/4563/6205

Agent info

The name of the agent assigned to the interaction.

Noam B

Transfer information

If the customer has been transferred during the call session. Shows if a customer was transferred to other agent/menu

Deflection information

A state that occurs based on the queue configuration for overcapacity queues or after hour calls.

Displays if the customer was deflected and to which channel.

Deflection options include voicemail, schedule call among others. Deflection will vary based on channel (Web, IVR, Mobile).

after_hours_message_only

Disposition Codes and Notes

The code that the agent applies to the interaction when it is finished, identifying the call or chat subject or the outcome.

Notes are formatted with plain text.

For more information, see Disposition Notes, Codes & Lists.

Resolved; Customer needed to know our hours of operation, provided them. Customer had no further questions.

In call SMS

Send and receive photos, videos, and screenshots from end-users, as well as exchange texts through MMS and SMS.

Wait time SMS

Send SMS messages to callers who are waiting to be connected to an agent.

Participants

Agent, end-users and/or third parties who participated in a particular call(s).

Each member of a call gets recorded as a call_participant. If the same user leaves and rejoins a new call_participant record is created. These records are stateful and typically not used for metrics.