Interaction Messages

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Parameters

InteractionID - Can be found in Reports > Interaction Report > Drill down into a report row.
It is recommended advanced filter object be done outside of the API document for best results.
Responses available:

200
401
403
Example return:

{
  "resultCode": 0,
  "resultCodeName": "Success",
  "data": {
    "interaction": {
      "_id": "637b089a9136cdcc563a51b4",
      "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
      "InteractionIdStr": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
      "StartedDateTimeUtc": "2022-11-21T05:09:16.499Z",
      "EndedDateTimeUtc": "2022-11-21T05:11:54.601Z",
      "FirstQueuedAtUtc": "2022-11-21T05:10:59.451Z",
      "FirstDequeuedAtUtc": null,
      "FirstAcceptedAtUtc": "2022-11-21T05:11:00.36Z",
      "FirstDeliveredAtUtc": "2022-11-21T05:10:59.864Z",
      "AbandonedAtUtc": null,
      "EndedReason": 1,
      "EventCount": 14,
      "CurrentQueueCount": 0,
      "AgentReplyCount": 0,
      "CustomerReplyCount": 0,
      "AgentFirstResponseTime": null,
      "TotalTimeWaitingOnAgent": null,
      "TotalTimeWaitingOnCustomer": null,
      "TotalTalkTime": 54.2412884,
      "TotalRingTime": 1.5740631,
      "TotalHoldTime": null,
      "TotalMuteTime": null,
      "WorkflowTime": 157.8337179,
      "HoldCount": 0,
      "MuteCount": 0,
      "LongestTimeWaitingOnAgent": null,
      "LongestTimeWaitingOnCustomer": null,
      "FirstRollupAtUtc": "2022-11-21T05:11:54.885Z",
      "MostRecentRollupAtUtc": "2022-11-21T05:11:54.885Z",
      "QueueId": 2236,
      "TicketId": 10449707,
      "TenantId": 123456,
      "AgentId": 18370,
      "AgentFirstName": "Me",
      "AgentLastName": "Agent",
      "RoutingProfileId": 60,
      "ANI": "+19317871534",
      "DNIS": "+19019799365",
      "FromCity": "Townville",
      "FromState": "TN",
      "FromZip": "45678",
      "FromCountry": "US",
      "StirVerstat": null,
      "ChannelUniqueIdentifier": "CA366e86d0c6485771330572e4285437da",
      "ChannelProviderType": 2,
      "ChannelType": 2,
      "ServiceLevelSeconds": 30,
      "Direction": 0,
      "IsCRMUpdateEvent": false,
      "DataErrorDetected": false,
      "StartedDateUtc": "2022-11-21T00:00:00Z",
      "EndedDateUtc": "2022-11-21T00:00:00Z",
      "InteractionTime": 158.1028908,
      "AcceptTime": 0.4966138,
      "QueuedTime": 0.90913,
      "AbandonedTime": null,
      "StartedEpoch": 1669007356,
      "StartedEpochDate": 1668988800,
      "StartedEpochQuarterHour": 1669006800,
      "StartedEpochHour": 1669006800,
      "EndedEpoch": 1669007514,
      "EndedEpochDate": 1668988800,
      "EndedEpochHour": 1669006800,
      "EndedEpochQuarterHour": 1669006800,
      "RecordWrittenAtUtc": "2022-11-21T05:11:54.913Z",
      "RecordWrittenAtEpoch": 1669006800,
      "Tags": [
        {
          "Name": "sms_decdlined",
          "AddedAtUtc": "2022-11-21T05:09:52.785Z"
        }
      ],
      "FirstQueuedEpoch": 1669007459,
      "FirstDequeuedEpoch": null,
      "FirstAcceptedEpoch": 1669007460,
      "FirstDeliveredEpoch": 1669007459,
      "AbandonType": 0,
      "IsInServiceLevel": 1,
      "AgentHandleTime": 54.7379022,
      "IsAnswered": true,
      "IsAbandoned": false,
      "HasQueued": true,
      "WasDelivered": true,
      "AbandonedQuarterHourUtc": null,
      "AbandonedHourUtc": null,
      "AbandonedDayUtc": null,
      "EndedDayUtc": "2022-11-21T00:00:00Z",
      "EndedHourUtc": "2022-11-21T05:00:00Z",
      "EndedQuarterHourUtc": "2022-11-21T05:00:00Z",
      "FirstAcceptedDayUtc": "2022-11-21T00:00:00Z",
      "FirstAcceptedHourUtc": "2022-11-21T05:00:00Z",
      "FirstAcceptedQuarterHourUtc": "2022-11-21T05:00:00Z",
      "FirstQueuedDayUtc": "2022-11-21T00:00:00Z",
      "FirstQueuedHourUtc": "2022-11-21T05:00:00Z",
      "FirstQueuedQuarterHourUtc": "2022-11-21T05:00:00Z",
      "AbandonedApplied": 0,
      "AnsweredApplied": 1,
      "IsInServiceLevelApplied": 1,
      "ServiceLevelApplies": 1,
      "StartedDayUtc": "2022-11-21T00:00:00Z",
      "StartedHourUtc": "2022-11-21T05:00:00Z",
      "StartedQuarterHourUtc": "2022-11-21T05:00:00Z",
      "TotalWaitTime": 2.4831931000000003
    },
    "messages": [
      {
        "_id": "fe6a1991-bc55-405e-ad57-2f4f649a277d",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 1,
        "EventTypeReason": 4,
        "AgentMessage": null,
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 0,
            "WorkItemId": 0,
            "TenantId": 123456,
            "TicketId": null,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 0,
            "ChannelUniqueIdentifier": null,
            "LastOffered": null,
            "LastKnownNotification": null,
            "OfferedTimeout": null,
            "Contact": null,
            "CreatedAt": [
              0,
              0
            ],
            "LastStateChange": [
              0,
              0
            ],
            "State": null,
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 0,
            "EndedReason": 6,
            "ChannelProviderType": 0,
            "ChannelType": 0,
            "ANI": "+19317871534",
            "DNIS": "+19019799365",
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 0
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046041564990800,
          0
        ],
        "DateUtc": "2022-11-21T05:09:16.499Z"
      },
      {
        "_id": "baf8755b-50d4-4160-8ae9-6b99e0f0168a",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 3,
        "EventTypeReason": 6,
        "AgentMessage": null,
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 0,
            "WorkItemId": 0,
            "TenantId": 123456,
            "TicketId": null,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 0,
            "ChannelUniqueIdentifier": null,
            "LastOffered": null,
            "LastKnownNotification": null,
            "OfferedTimeout": null,
            "Contact": null,
            "CreatedAt": [
              0,
              0
            ],
            "LastStateChange": [
              0,
              0
            ],
            "State": null,
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 0,
            "EndedReason": 6,
            "ChannelProviderType": 0,
            "ChannelType": 0,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 0
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046041567682600,
          0
        ],
        "DateUtc": "2022-11-21T05:09:16.768Z"
      },
      {
        "_id": "0a3d5b80-a8a9-4838-af36-728e2d3e6188",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 26,
        "EventTypeReason": 7,
        "AgentMessage": null,
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 0,
            "WorkItemId": 0,
            "TenantId": 123456,
            "TicketId": null,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 0,
            "ChannelUniqueIdentifier": null,
            "LastOffered": null,
            "LastKnownNotification": null,
            "OfferedTimeout": null,
            "Contact": null,
            "CreatedAt": [
              0,
              0
            ],
            "LastStateChange": [
              0,
              0
            ],
            "State": null,
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 0,
            "EndedReason": 6,
            "ChannelProviderType": 0,
            "ChannelType": 0,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 0
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046041927850600,
          0
        ],
        "DateUtc": "2022-11-21T05:09:52.785Z"
      },
      {
        "_id": "e781e663-21f6-4d92-bf4e-040a5bc06789",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 8,
        "EventTypeReason": 6,
        "AgentMessage": {
          "State": null
        },
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 0,
            "WorkItemId": 0,
            "TenantId": 123456,
            "TicketId": 10449707,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 2236,
            "ChannelUniqueIdentifier": null,
            "LastOffered": null,
            "LastKnownNotification": null,
            "OfferedTimeout": null,
            "Contact": null,
            "CreatedAt": [
              0,
              0
            ],
            "LastStateChange": [
              0,
              0
            ],
            "State": {
              "StateId": 0,
              "UpdatedAt": [
                638046042592393600,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": null,
              "PreviousTrackedAs": null,
              "PreviousStateDuration": null
            },
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 2,
            "EndedReason": 6,
            "ChannelProviderType": 2,
            "ChannelType": 2,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 0
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046042592393600,
          0
        ],
        "DateUtc": "2022-11-21T05:10:59.239Z"
      },
      {
        "_id": "6d741095-2d6e-46b8-bc8e-434a827394a5",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 9,
        "EventTypeReason": 6,
        "AgentMessage": {
          "State": null
        },
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 0,
            "WorkItemId": 3683885,
            "TenantId": 123456,
            "TicketId": 10449707,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 2236,
            "ChannelUniqueIdentifier": "CA366e86d0c6485771330572e4285437da",
            "LastOffered": null,
            "LastKnownNotification": [
              638046042592866300,
              0
            ],
            "OfferedTimeout": 30,
            "Contact": null,
            "CreatedAt": [
              638046042592866300,
              0
            ],
            "LastStateChange": [
              638046042592866300,
              0
            ],
            "State": {
              "StateId": 0,
              "UpdatedAt": [
                638046042594375000,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": null,
              "PreviousTrackedAs": null,
              "PreviousStateDuration": null
            },
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 2,
            "EndedReason": 6,
            "ChannelProviderType": 2,
            "ChannelType": 2,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 1
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046042594375200,
          0
        ],
        "DateUtc": "2022-11-21T05:10:59.438Z"
      },
      {
        "_id": "56f016e0-022a-4cb6-b197-5fef9c356ad6",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 6,
        "EventTypeReason": 6,
        "AgentMessage": {
          "State": null
        },
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 0,
            "WorkItemId": 3683885,
            "TenantId": 123456,
            "TicketId": 10449707,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 2236,
            "ChannelUniqueIdentifier": "CA366e86d0c6485771330572e4285437da",
            "LastOffered": null,
            "LastKnownNotification": [
              638046042592866300,
              0
            ],
            "OfferedTimeout": 30,
            "Contact": null,
            "CreatedAt": [
              638046042592866300,
              0
            ],
            "LastStateChange": [
              638046042592866300,
              0
            ],
            "State": {
              "StateId": 0,
              "UpdatedAt": [
                638046042594515500,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": null,
              "PreviousTrackedAs": null,
              "PreviousStateDuration": null
            },
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 2,
            "EndedReason": 6,
            "ChannelProviderType": 2,
            "ChannelType": 2,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 1
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046042594515600,
          0
        ],
        "DateUtc": "2022-11-21T05:10:59.452Z"
      },
      {
        "_id": "5b3dfa20-7519-4fad-9a70-fa4418f3bcb3",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 10,
        "EventTypeReason": 3,
        "AgentMessage": {
          "State": {
            "SessionId": "90f6550e-8064-427a-8639-ad14d2914612",
            "AgentId": 18370,
            "FirstName": "Me",
            "LastName": "Agent",
            "LoggedIn": true,
            "RoutingProfileId": 60,
            "TenantId": 123456,
            "ChannelState": {
              "StateId": 1,
              "UpdatedAt": [
                638046032645819300,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": 2,
              "PreviousTrackedAs": 1,
              "PreviousStateDuration": 0
            },
            "PreviousChannelState": {
              "StateId": 2,
              "UpdatedAt": [
                638046032645819300,
                0
              ],
              "TrackedAs": 1,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": 2,
              "PreviousTrackedAs": 1,
              "PreviousStateDuration": 0
            },
            "PreviousChannelStateDuration": 0,
            "ChannelProviderId": 0,
            "QueueList": null
          }
        },
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 18370,
            "WorkItemId": 3683885,
            "TenantId": 123456,
            "TicketId": 10449707,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 2236,
            "ChannelUniqueIdentifier": "CA366e86d0c6485771330572e4285437da",
            "LastOffered": "2022-11-21T05:10:59.541Z",
            "LastKnownNotification": [
              638046042592866300,
              0
            ],
            "OfferedTimeout": 30,
            "Contact": null,
            "CreatedAt": [
              638046042592866300,
              0
            ],
            "LastStateChange": [
              638046042595411700,
              0
            ],
            "State": {
              "StateId": 2,
              "UpdatedAt": [
                638046042598640600,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": null,
              "PreviousTrackedAs": null,
              "PreviousStateDuration": null
            },
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 2,
            "EndedReason": 6,
            "ChannelProviderType": 2,
            "ChannelType": 2,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 0
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046042598640800,
          0
        ],
        "DateUtc": "2022-11-21T05:10:59.864Z"
      },
      {
        "_id": "3ffb90b1-502e-44da-a528-49abed385e8c",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 12,
        "EventTypeReason": 3,
        "AgentMessage": {
          "State": {
            "SessionId": "90f6550e-8064-427a-8639-ad14d2914612",
            "AgentId": 18370,
            "FirstName": "Me",
            "LastName": "Agent",
            "LoggedIn": true,
            "RoutingProfileId": 60,
            "TenantId": 123456,
            "ChannelState": {
              "StateId": 2,
              "UpdatedAt": [
                638046042602581600,
                0
              ],
              "TrackedAs": 1,
              "SubState": 4,
              "PendingStateId": 0,
              "PreviousStateId": 1,
              "PreviousTrackedAs": 0,
              "PreviousStateDuration": 995
            },
            "PreviousChannelState": {
              "StateId": 1,
              "UpdatedAt": [
                638046042602581600,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": 1,
              "PreviousTrackedAs": 0,
              "PreviousStateDuration": 995
            },
            "PreviousChannelStateDuration": 995,
            "ChannelProviderId": 0,
            "QueueList": null
          }
        },
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 18370,
            "WorkItemId": 3683885,
            "TenantId": 123456,
            "TicketId": 10449707,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 2236,
            "ChannelUniqueIdentifier": "CA366e86d0c6485771330572e4285437da",
            "LastOffered": "2022-11-21T05:10:59.541Z",
            "LastKnownNotification": [
              638046042592866300,
              0
            ],
            "OfferedTimeout": 30,
            "Contact": null,
            "CreatedAt": [
              638046042592866300,
              0
            ],
            "LastStateChange": [
              638046042602830500,
              0
            ],
            "State": {
              "StateId": 3,
              "UpdatedAt": [
                638046042603606800,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": null,
              "PreviousTrackedAs": null,
              "PreviousStateDuration": null
            },
            "PreviousState": null,
            "PreviousStateDuration": 0,
            "Direction": 0,
            "ChannelProviderId": 2,
            "EndedReason": 6,
            "ChannelProviderType": 2,
            "ChannelType": 2,
            "ANI": null,
            "DNIS": null,
            "RelatedInteractionId": null
          },
          "QueueWaitingCount": 0
        },
        "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
        "Date": [
          638046042603606900,
          0
        ],
        "DateUtc": "2022-11-21T05:11:00.361Z"
      },
      {
        "_id": "bfe90b26-c5ed-49a2-917f-53ceb57a1806",
        "TenantId": 123456,
        "Type": 2,
        "EventType": 13,
        "EventTypeReason": 3,
        "AgentMessage": {
          "State": {
            "SessionId": "90f6550e-8064-427a-8639-ad14d2914612",
            "AgentId": 18370,
            "FirstName": "Me",
            "LastName": "Agent",
            "LoggedIn": true,
            "RoutingProfileId": 60,
            "TenantId": 123456,
            "ChannelState": {
              "StateId": 2,
              "UpdatedAt": [
                638046042602581600,
                0
              ],
              "TrackedAs": 1,
              "SubState": 1,
              "PendingStateId": 0,
              "PreviousStateId": 1,
              "PreviousTrackedAs": 0,
              "PreviousStateDuration": 995
            },
            "PreviousChannelState": {
              "StateId": 1,
              "UpdatedAt": [
                638046042602581600,
                0
              ],
              "TrackedAs": 0,
              "SubState": 0,
              "PendingStateId": 0,
              "PreviousStateId": 1,
              "PreviousTrackedAs": 0,
              "PreviousStateDuration": 995
            },
            "PreviousChannelStateDuration": 995,
            "ChannelProviderId": 0,
            "QueueList": null
          }
        },
        "WorkItemMessage": {
          "WorkItem": {
            "AgentId": 18370,
            "WorkItemId": 3683885,
            "TenantId": 123456,
            "TicketId": 10449707,
            "EventflowId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "InteractionId": "7c3abeff-6b09-478a-b3b7-b54c9ec46716",
            "QueueId": 2236,
            "ChannelUniqueIdentifier": "CA366e86d0c6485771330572e4285437da",
            "LastOffered": "2022-11-21T05:10:59.541Z",
            "LastKnownNotification": [
              638046042592866300,
              0
            ],
            "OfferedTimeout": 30,
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