contact object captures identifiers, direction, type, recording URL, key event timestamps, and disconnect reason for one NICE CXOne Interaction. It’s the NICE CXOne native record for a customer contact — the platform equivalent of the Amazon Connect Contact. See Contacts and Interactions for the cross-platform concept.
Schema
"contact": {
"id": {
"current": "b5914891-7fdc-40af-9631-b54ead242626",
"previous": "",
"next": ""
},
"events": {
"incomingToPlatform": "2026-05-18T10:14:18.65Z",
"connectingToAgent": "2026-05-18T10:14:22.80Z",
"connectedToAgent": "2026-05-18T10:14:25.10Z",
"disconnected": "2026-05-18T10:15:35.00Z"
},
"direction": "Outbound",
"type": "VOICE",
"initiation": "OUTBOUND",
"durationSec": 70,
"endedBy": "Customer",
"recordingUrl": null,
"disconnectReason": "CUSTOMER_DISCONNECT"
}
Fields
| Name | Type | Required | Description | Example |
|---|---|---|---|---|
id.current | string (UUID) | yes | NICE CXOne Interaction ID for this leg. | b5914891-7fdc-40af-9631-b54ead242626 |
id.previous | string (UUID) | no | The previous Interaction ID when the Interaction was transferred from another. Empty when there’s no predecessor. | "" |
id.next | string (UUID) | no | The next Interaction ID when the Interaction transferred to another. Empty when there’s no successor. | "" |
events | object | yes | Timestamps of key events in the Interaction lifecycle. See the per-field rows for the four events captured. | — |
events.incomingToPlatform | string (ISO 8601) | yes | When the Interaction arrived at the NICE CXOne platform. UTC. | 2026-05-18T10:14:18.65Z |
events.connectingToAgent | string (ISO 8601) | yes | When NICE CXOne started routing the Interaction to an agent. UTC. | 2026-05-18T10:14:22.80Z |
events.connectedToAgent | string (ISO 8601) | yes | When the Interaction connected to the agent. UTC. | 2026-05-18T10:14:25.10Z |
events.disconnected | string (ISO 8601) | yes | When the Interaction disconnected. UTC. | 2026-05-18T10:15:35.00Z |
direction | string | yes | Interaction direction from the agent’s perspective. One of Inbound, Outbound. | Outbound |
type | string | yes | Interaction type. CXOne reports VOICE for voice Interactions. | VOICE |
initiation | string | yes | Original Interaction direction. One of INBOUND, OUTBOUND. | OUTBOUND |
durationSec | integer | yes | Total Interaction duration in seconds, from incomingToPlatform to disconnected. | 70 |
endedBy | string | yes | Which party disconnected the call. One of Agent, Customer, System. | Customer |
recordingUrl | string | no | URL of the Interaction recording, when CXOne provides one. null when recording is disabled or unavailable. | null |
disconnectReason | string | no | System-generated reason for disconnection, using NICE CXOne’s disconnect-reason values. | CUSTOMER_DISCONNECT |