Name | Type | Description | ||||
|---|---|---|---|---|---|---|
_id |
| Internal object identifier | ||||
id |
| Chat unique identifier | ||||
servid |
| Service unique identifier | ||||
widgetid |
| Widget unique identifier | ||||
serv_name |
| Service name | ||||
beginTime |
| Chat start time | ||||
endTime |
| Chat end time | ||||
title |
| Chat title | ||||
lang |
| Chat language | ||||
userID |
|
Unique identifier of the user who started the chat | ||||||
agentID |
| Unique identifier of the agent who managed the chat | ||||
users |
| Hash of the partecipants to the chat. See User Object for more details | ||||
dataCollections |
| Hash containing Data Collection Object | ||||
callData |
| Hash containing call data variables and values | ||||
contact_events |
| Array containing contact events. See Contact Event Object for more details | ||||
ctlive_type |
| Chat type according to the initiator. Can be one of the following values: “chat” “cbn” “cbl” “cbfs” “call” |
User Object
Name | Type | Description | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
id |
| User unique identifier | ||||||||
nickname |
| agent/customer nickname | ||||||||
beginTime |
| Chat start time | ||||||||
endTime |
| Chat end time | ||||||||
isOnline |
| Identifies if a chat is currently active | ||||||||
userAgent |
| Browser user agent | ||||||||
firstUri |
| Web page url from which the chat started | ||||||||
uriHistory |
| Array containing all the web page urls navigated during the chat | ||||||||
firstTitle |
| Web page title | ||||||||
channel |
| Identifies chat channel. Can assume one of the following values: “web” “whatsapp” “messenger” “instagram” | ||||||||
firstIP |
| Agent/customer IP |
Contact Event Object
Name | Type | Description | ||||
|---|---|---|---|---|---|---|
event |
| Event name. Event can be one of the following: "newContactAccepted" “clientError” | ||||
ts |
| timestamp of the event | ||||
origin |
| User id who performed the action |
Example
| Code Block | ||
|---|---|---|
| ||
{
"_id" : "CHAT_DEFAULT_8857106a-55b8-4c47-a5af-a3aae7530e5a",
"contact_events" : [
{
"event" : "newContactAccepted",
"ts" : 1642604343456.0,
"origin" : "4747235938674011"
},
{
"event" : "joinContact",
"ts" : 1642604351430.0,
"origin" : "USER_gverde1@acd.enghouse.com"
},
{
"event" : "endByAgent",
"ts" : 1642604409653.0,
"origin" : "USER_gverde1@acd.enghouse.com"
}
],
"id" : "CHAT_DEFAULT_8857106a-55b8-4c47-a5af-a3aae7530e5a",
"servid" : "ctlivesocial_instagram",
"ctlive_type" : "chat",
"widgetid" : "",
"serv_name" : "ctlivesocial_instagram",
"beginTime" : 1642604342648.0,
"endTime" : 1642604409492.0,
"title" : "",
"lang" : "",
"userID" : "4747235938674011",
"users" : {
"4747235938674011" : {
"id" : "4747235938674011",
"nickname" : "Malcom Sgatti",
"isAgent" : false,
"beginTime" : 1642604342648.0,
"endTime" : 1642604409492.0,
"isOnline" : false,
"userAgent" : "",
"firstUri" : "",
"uriHistory" : [],
"firstTitle" : "",
"channel" : "instagram",
"firstIP" : "::ffff:127.0.0.1"
},
"USER_gverde1@acd#_#enghouse#_#com" : {
"id" : "USER_gverde1@acd.enghouse.com",
"nickname" : "Gabriele Verde",
"isAgent" : true,
"beginTime" : 1642604351284.0,
"endTime" : 1642604409492.0,
"isOnline" : false,
"userAgent" : "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/97.0.4692.71 Safari/537.36",
"firstUri" : "http://localhost:3003/AD/AD.html",
"uriHistory" : ["http://localhost:3003/AD/AD.html"],
"firstTitle" : "AgentDesktop - Enghouse Interactive",
"channel" : "web",
"firstIP" : "::ffff:127.0.0.1"
}
},
"dataCollections" : {
"c2ae3430-a76c-44e4-a885-10fc9fb06c33" : {
"datacollection" : [
{
"dc_type" : "nickname",
"label" : "nickname",
"isMandatory" : false,
"isVisibleAgent" : true,
"isVisibleCustomer" : false,
"isEditable" : false,
"custom_regexp" : "",
"customMandatoryErrorMessage" : "",
"customValidationErrorMessage" : "",
"value" : "Malcom Sgatti",
"name" : "nickname",
"mode" : "auto"
}
],
"id" : "e1c8cd7e-b0c3-4791-ab4b-3f3ee761dafb",
"title" : "",
"dc_mode" : "chat",
"next" : ""
},
"ea1f8791-df7c-4c43-b09d-2fd043756c4c" : {
"datacollection" : [
{
"dc_type" : "text",
"label" : "last agent ID",
"isMandatory" : false,
"isVisibleAgent" : true,
"isVisibleCustomer" : false,
"isEditable" : false,
"custom_regexp" : "",
"customMandatoryErrorMessage" : "",
"customValidationErrorMessage" : "",
"value" : "",
"name" : "LastAgentID",
"mode" : "auto"
}
],
"id" : "e4e82b29-9287-4cb1-a2eb-4effeb374f9d",
"title" : "",
"dc_mode" : "chat",
"next" : ""
}
},
"callData" : {
"_NICK_" : "Malcom Sgatti",
"_CTHISTORY_1_Q_" : "QUEUE42@acd.enghouse.com",
"LastAgentID" : "",
"REC_CALLCENTER" : "CC_DEFAULT",
"ECID" : "felixct7|1|5039|15"
},
"__v" : 0
} |