Entity: Dialogues

The Dialogues API can be used to retrieve information about historic Dialogue.

Entities

Entity	Type	Description
id	string	Unique identifier of the Dialogue.
startDate	string	The date at which the Dialogue was received on the platform.
startTimestamp	string	The date and time at which the Dialogue was received on the platform.
queueEnterTimestamp	string	The date and time at which the Dialogue entered the queue.
acceptTimestamp	string	The date and time at which the Dialogue was accepted by the initial Agent.
endTimestamp	string	The date and time at which the Dialogue ended.
ivrDurationInSec	double	The time (in seconds) that the Dialogue was in the IVR (i.e. the number of seconds between StartTimestamp and QueueEnterTimestamp).
queueDurationInSec	double	The time (in seconds) that the Dialogue was in the Queue (i.e. the number of seconds between QueueEnterTimestamp and AcceptTimestamp).
initialTalkDurationInSec	double	The time (in seconds) that the Customer was connected with the initial Agent.
sessionDurationInSec	double	The total duration (in seconds) of the Dialogue (i.e. the number of seconds between StartTimestamp and EndTimestamp).
ivrId	string	The endpoint id of the endpoint that represents an IVR that helps the Customer determining the right Queue, seeEntity: Endpoints
queueId	string	The endpoint id of the endpoint that represents a Queue in which the Customer was waiting for an available Agent, see Entity: Endpoints
customerId	string	The endpoint id of the endpoint that represents a Customer initiating or receiving the Dialogue, see Entity: Endpoints
agentId	string	The endpoint id of the endpoint that represents an Agent handling the Dialogue, see Entity: Endpoints
direction	integer	Indicator describing whether the Dialogue was initiated by the Customer (Inbound) or the Agent (Outbound) Inbound Outbound
Outcome	string	Outcome of the Dialogue. Possible options are: Accepted: the Dialogue was queued and accepted by an Agent; Abandoned: the Dialogue was queued but never accepted by an Agent; IvrDrop: the Dialogue was disconnected before it was queued (e.g. no choice was made in the IVR).
InSLA	string	Indication whether the accepted Dialogue was accepted by an Agent within the configured 'slaThreshold'. Possible options are: True; False; NULL: the Dialogue does not have outcome 'Accepted'.
QuickDrop	string	Indication whether the abandoned Dialogue was disconnected by the Customer within the configured 'quickDropThreshold'. Possible options are: True; False; NULL: the Dialogue does not have outcome 'Abandoned'.
orderNumber	integer	A readable reference that can be used to identify the Dialogue