agentFeedback object contains the structured payload the Agent Experience Collector sends when an agent submits a feedback report during or after a NICE CXOne Interaction.
Schema
{
"state": "AgentReportedIssue",
"timestamp": "2026-05-18T10:14:01.414Z",
"softphoneError": {
"type": "Delay in the conversation"
},
"context": {
"callContactId": "b5914891-7fdc-40af-9631-b54ead242626",
"cause": "Delay in the conversation",
"severity": "Critical",
"scenario": "Outbound",
"category": "Softphone would not work",
"message": "5 second delay at least on all calls this morning"
}
}
Fields
| Name | Type | Required | Description | Example |
|---|---|---|---|---|
state | string | yes | Agent state when the issue was reported. | AgentReportedIssue |
timestamp | string (ISO 8601) | yes | When the agent submitted the report. UTC. | 2026-05-18T10:14:01.414Z |
softphoneError.type | string | yes | Issue category selected by the agent from the feedback form’s category list. | Delay in the conversation |
context.callContactId | string (UUID) | yes | NICE CXOne Interaction ID of the current or last-known Interaction. | b5914891-7fdc-40af-9631-b54ead242626 |
context.cause | string | yes | Cause of the issue as reported by the agent. | Delay in the conversation |
context.severity | string | yes | Severity level selected by the agent. Observed values include Critical, High, Medium, Low, and Terrible. | Critical |
context.scenario | string | no | Interaction direction at the time the feedback was submitted. One of Inbound, Outbound. Empty when no Interaction is active. | Outbound |
context.category | string | yes | Issue category as displayed in the feedback form. | Softphone would not work |
context.message | string | no | Free-text message entered by the agent describing the issue. | Could not hear customer |