post https://api.motioncxapps.com/reporting/api/v1/interaction/messages
Interaction Messages
- Authentication required, please visit this page for Authentication How To.
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,
"Contact": "{\"id\":1003237647,\"email\":null,\"phone\":\"+19317871534\",\"name\":null}",
"CreatedAt": [
638046042592866300,
0
],
"LastStateChange": [
638046042602830500,
0
],
"State": {
"StateId": 3,
"UpdatedAt": [
638046042614381300,
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": [
638046042614381300,
0
],
"DateUtc": "2022-11-21T05:11:01.438Z"
},
{
"_id": "ddecef8b-e00d-45b3-9d01-eb10878276fa",
"TenantId": 123456,
"Type": 2,
"EventType": 13,
"EventTypeReason": 4,
"AgentMessage": {
"State": 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": "{\"id\":1003237647,\"email\":null,\"phone\":\"+19317871534\",\"name\":null}",
"CreatedAt": [
638046042592866300,
0
],
"LastStateChange": [
638046042602830500,
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