> ## 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.

# Interaction

> Core fields for each NICE CXOne Interaction — identifiers, direction, type, key event timestamps, recording URL, and disconnect reason — captured by the Agent Experience Collector.

The `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](/docs/contact). See [Contacts and Interactions](/docs/concepts-contacts-and-interactions) for the cross-platform concept.

## Schema

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