ACD call start event

Description:An event occurs when a call to an incoming ACD starts.

EventName: AcdStartedEvent

Designation of event parameters:

eventName – event name;
companyId – company identifier;
eventCreationDate – event creation date;
acdNumber – ACD line number;
clientNumber – phone number from which the call was made;
acdId – ACD identifier;
clientDto – list of fields and values ​​from the client card

 

 


Agent Select Event on ACD

Description:An event occurs when an agent is determined to process an incoming call.

EventName: AcdUserChosenEvent

Designation of event parameters:

eventName – event name;
companyId – company identifier;
eventCreationDate – event creation date;
clientNumber – phone number from which the call was made;
acdId – identifier of the ACD task;
clientDto – list of fields and values ​​from the client card;
queueId – queue identifier;
userId – operator identifier.

 

 


ACD call end event

Description:The event occurs after processing an incoming call on the ACD.

EventName: AcdCompletedEvent

Designation of event parameters:

eventName – event name;
companyId – company identifier;
eventCreationDate – event creation date;
clientNumber – phone number from which the call was made;
acdId – identifier of the ACD task;
clientDto – list of fields and values ​​from the client card;
queueId – queue identifier;
userId – operator identifier.