IBM has identified and defined recognized events that typically happen when individuals contact a business thorough its call center.

As an endpoint publisher, call https://api-01.ubx.ibmmarketingcloud.com/v1/event to publish the event. The following example illustrates a typical JSON payload. This example is based on the Talked to an Agent event.

POST v1/event
{  
  “channel” : “Contact Center”,
  “identifiers” : [            
    {
    “name” : “email”,
    “value” : “jdoe@example.com”
    }
    ],
  “events” : [
    { 
    “code” : “agentTalk”, 
    “timestamp” : “2015-08-07T20:14:12Z”, 
    “attributes” : [
      {
      “name” : “eventName”,            
      “value” : “Inbound”,  
      “type” : “string” 
      } 
      {
      “name” : “agentSkill”,            
      “value” : “LeadClose”,  
      “type” : “string” 
      }      
      {
      “name” : “agentSkillLevel”,            
      “value” : “Associate”,  
      “type” : “string” 
      }   
      {
      “name” : “agentDisposition”,            
      “value” : “remote”,  
      “type” : “string” 
      }  
      {
      “name” : “subChannel”,            
      “value” : “phone”,  
      “type” : “string” 
      }  
      {
      “name” : “duration”,            
      “value” : “12”,  
      “type” : “string” 
      } 
      {
      “name” : “notes”,            
      “value” : “”,  
      “type” : “string” 
      }   
	   {
      “name” : “sentiment”,            
      “value” : “positive”,  
      “type” : “string” 
      }  
      ]
    }   
  ]
}

Talked to an agent

Information to describe the interaction between a customer and a call center.

Event code: agentTalk

Event attributes

Attribute Name Data Type Example Description Required
description string <description> Description of the published event. Allow UBX users to understand the event context.  
eventId string <value> Unique ID to identify the type of event and enable lookup in the system.  
eventName string Spoke With Agent Name of the event as it appears in the UBX user interface. Yes
agentSkill string <value> An area of expertise for a contact center agent. Yes
agentSkillLevel string <value> The level of skill for a contact center agent.  
agentDisposition string <value> The disposition of the contact center agent. Yes
subChannel string <value> The channel where the interaction happened. Example: Phone. Yes
location string <value> The latitude/longitude of the customer’s location.  
deviceType string <value> The type of device used by the customer for the interaction. Example: mobile phone.  
duration number <value> The duration of the customer interaction. Yes
notes string <value> Additional notes related to the interaction. Yes
sentiment string <value> The perceived sentiment of the customer. Yes
tags string <value> One or more tags.  

Analysis of text in voice message

Information that can be used to analyze the interaction between a customer and a call
center agent.

Event code: messageAnalysis

Event attributes

Attribute Name Data Type Example Description Required
description string <description> Description of the published event. Allow UBX users to understand the event context.  
eventId string <value> Unique ID to identify the type of event and enable lookup in the system.  
eventName string Voice Message Analysis Name of the event as it appears in the UBX user interface. Yes
topic string <value> The topic of the analyzed interaction. Yes
sentiment string <value> The sentiment of the customer determined by the speech/text analysis. Yes
actionability string <value> A measure of how possible it is to take action based on the determined topic and
sentiment.
 
subChannel string <value> The channel where the interaction took place. Example: Phone. Yes
duration number <value> The duration of the customer interaction. Yes
tags string <value> One or more tags.  

Self service

Information that describes a customer self-service interaction with a call center.

Event code: selfService

Event attributes

Attribute Name Data Type Example Description Required
description string <description> Description of the published event. Allow UBX users to understand the event context.  
eventId string <value> Unique ID to identify the type of event and enable lookup in the system.  
eventName string Self Service Name of the event as it appears in the UBX user interface. Yes
selfServiceApp string <value> The application that processed the self service interaction. Yes
selfServiceSelections string <value> The selections made by the customer. Example: IVR Menu Options Chosen Yes
subChannel string <value> The channel where the interaction happened. Example: Phone. Yes
location string <value> The latitude/longitude of the customer’s location.  
deviceType string <value> The type of device used by the customer for the interaction. Example: mobile phone. Yes
duration number <value> The duration of the customer interaction.  
tags string <value> One or more tags.  

Automation trigger

Information to describe what prompted an automatic action.

Event code: automationTriggered

Event attributes

Attribute Name Data Type Example Description Required
description string <description> Description of the published event. Allow UBX users to understand the event context.  
eventId string <value> Unique ID to identify the type of event and enable lookup in the system.  
eventName string Auto Trigger Action Name of the event as it appears in the UBX user interface. Yes
action string <value> The automated action that was triggered.  
priority string <value> The priority level of the automated action.  
agentSkill string <value> An area of expertise for a contact center agent.  
subChannel string <value> The channel where the interaction happened. Example: Phone.  
calling list string <value> Outbound calling list that the customer was added to.  
tags string <value> One or more tags.  

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