Agent Feedback

{
    "state": "AgentReportedIssue",
    "timestamp": "2022-08-09T09:48:01.414Z",
    "softphoneError": {
        "type": "Delay in the conversation"
    },
    "context": {
        "callContactId": "a50a6c31-029d-4caf-834b-42a771665003",
        "cause": "Delay in the conversation",
        "severity": "Terrible",
        "scenario": "",
        "category": "Delay in the conversation",
        "message": "5 second delay at least on all calls this morning"
    }
}

Field Name	Example Data	Description
state	After Call Work	agent state when issue was reported
timestamp	2022-08-09T09:48:01.414Z	GMT Timestamp issue was reported
softphoneError	Delay in the conversation	category definition
callContactId	a50a6c31-029d-4caf-834b-42a771665003	Call contact ID of current or last known call
cause	Delay in the conversation	Input from Agent
severity	Critical	Input from Agent
scenario	Outbound	Call direction
category	Softphone would not work	Input from Agent
message	Could not hear customer	Input from Agent