Acoustic Exchange 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-exchange-us-1.goacoustic.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” : “<text of call summary>”,
“type” : “string”
}
{
“name” : “sentiment”,
“value” : “positive”,
“type” : “string”
}
]
}
]
}