> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent feedback

> Fields in the agent feedback payload — sent by the Agent Experience Collector when an agent reports an issue during or after a NICE CXOne Interaction.

The `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

```json theme={null}
{
  "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`              |