Introduction

TVox provides standard reporting and a set of insights dashboards that allow monitoring of the service levels and occupation of Contact Center resources.

TVox Data Model responds the need to create customized reports or dashboards (for example integrating CRM data) by providing access to the TVox Contact Center statistical data.

TVox Data Model consists in:

Complete documentation of the data model that describes the statistical data
API to query and retrieve statistical data

Statistical data covers channels:

Phone
Video
Chat
Addressbook
Support

Requirements

Fault tolerance (strongly recommended)
Basic knowledge of Web API concept
Basic knowledge of GraphQL query language (recommended)

API Reference

Overview

TVox Data Model API provides access to statistical data through Web requests.

Endpoint for requests is constructed as follows:

https://<TVOX_HOST>/datamodel/query

The API is build on GraphQL query language, which allows you to request exactly the information you need with a simple and intuitive syntax.

Consult the GraphQL Glossary for terminology.

Request

TVox Data Model API allows GET or POST requests over HTTPS protocol.

GET request

In GET request the query must be passed as value of the query parameter.

query {
  me {
    name
  }
}

Example:

https://<TVOX_HOST>/datamodel/query?query={me{name}}

POST request

POST request should use the application/json content type, and include a JSON-encoded body of the following form:

{ "query": "{me{name}}" }

Response

Regardless of the method by which the request was sent, the response is returned in the body of the request in JSON format. A query might result in some data and some errors, and those are returned in a JSON object of the form:

{ "data": { ... }, "errors": [ ... ] }

If there were no errors returned, the errors field is not be present on the response. If no data is returned the data field is only be included if the error occurred during execution.

Authentication

TVox Data Model provides authentication via API Key, which can be retrieved from OCC (Advanced > TVox Data Model).
To authenticate requests it is necessary to have an X-Telenia-APIKey header:

X-Telenia-APIKey: <YOUR_APIKEY>

Rate Limit

Requests to TVox Data Model API are subject to rate limit, i.e. a maximum number of requests that can be made within a certain time period.
The rate limit is 100 requests per minute.

If rate limit is reached, the API responds with HTTP 429 Too Many Requests status code.
A Retry-After header is included to this response indicating how long to wait before making a new request.

Time Window

Given the nature of the statistical data that are reported by year / month, their request needs to specify the year and month in which to search the data.

Example:

search: { year: 1970, month: 1, ... }

Pagination

Statistical data can have very high cardinalities and a query without limits could lead to a reduction in server performance or, worse, to failure situations.
To avoid this, queries that include a list of elements as result are paged. This means that a limit (max: 1000) and an offset must be specified for each request.

Example:

search: { ... }, pagination: { limit: 1000, offset: 0 }

Sorting

It is possibile to return lists of elements thar are sorted (ordered) according to sort key and sort direction (ascending or descending).

Example:

search: { ... }, sorting: { key: START_TIME, direction: ASC }

Development & Testing

TVox Data Model provides an interactive web environment (Playground) for develop and testing your queries.

Playground

It can be reached at the following link:

https://<TVOX_HOST>/datamodel

The Playground consists of two main sections:

a section (left) in which to insert queries in GraphQL format
a section (right) where the query result will be displayed

To run the query just press the play button in the center.

Authentication header can be provided in HTTP HEADER section on bottom-left as JSON object with X-Telenia-APIKey field.

{ "X-Telenia-APIKey": "<YOUR_APIKEY>" }

The Playground allows also to generate the query's cURL command as an HTTP POST request.

Testing queries in Playground is a good way to verify that your request is correct and gives you the result you expect.

Phone

Statistical data for phone channel include:

Inbound service calls
Outbound service calls

These data can be retrieved by ID, searched and counted.

Inbound Call

Inbound Call

query {
  inboundCall(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCall(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

inboundCall

Get Inbound Service Call by ID.
Result is the inbound interaction with the given ID.

Return type: [InboundInteraction!]

Parameter	Type	Description	Default	Required
id	String!	Inbound interaction id		yes

Example:

Get call with ID equals to 1588581589.1320 and of this call get id, step, start time and end time.

Inbound Calls

Inbound Calls

query {
  inboundCalls(
    pagination: { limit: 100, offset: 0 }
    sorting: { key: ID, direction: ASC }
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCalls(\n    pagination: { limit: 100, offset: 0 }\n    sorting: { key: ID, direction: ASC }\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

inboundCalls

Search Inbound Service Calls.
Result is the list of calls that respect search criteria.

Return type: [InboundInteraction!]!

Parameter	Type	Description	Default	Required
search	SearchInteraction!	Search criterias		yes
sorting	SortingInboundInteraction	Sorting criterias	`{ key: ID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example: Search calls according to the following search criteria:

year 2020
month 11
limit 100 (applied to the number of calls and not to the individual steps that compose them) with offset 0
sorted by ID (ascending)
start time between 1 November 2020 and 15 November 2020

Inbound Calls Count

Inbound Calls Count

query {
  inboundCallsCount(
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCallsCount(\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

inboundCallsCount

Count Inbound Service Calls.
Result is the 32-bit positive integer counting searched calls.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchInteraction!	Search criterias		yes

Example:

Count calls according to the following search criteria:

year 2020
month 11
start time between 1 November 2020 and 15 November 2020

Inbound Calls Count Group

Inbound Calls Count Group

query {
  inboundCallsCountGroup(
    groupBy: CUSTOMER
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-18T00:00:00Z"
        valueRight: "2020-11-19T00:00:00Z"
      }
      service: {
        code: {
          operator: IN
          value: [
            "servicecode1"
            "servicecode2"
            "servicecode3"
            "servicecode4"
          ]
        }
      }
    }
  ) {
    groupByEntity {
      ... on AddressBookContact {
        fullName
      }
    }
    count
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCallsCountGroup(\n    groupBy: CUSTOMER\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-18T00:00:00Z\"\n        valueRight: \"2020-11-19T00:00:00Z\"\n      }\n      service: {\n        code: {\n          operator: IN\n          value: [\n            \"servicecode1\"\n            \"servicecode2\"\n            \"servicecode3\"\n            \"servicecode4\"\n          ]\n        }\n      }\n    }\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

inboundCallsCountGroup

Group and count calls by Operator, Contact, organization, Service or Skillset.
Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.

Return type: [InteractionCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	SearchInteraction!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by CUSTOMER and count calls according to the following search criteria:

createdAt between 2020/11/18 00:00 and 2020/11/19 00:00
service code equal to one of the following [ servicecode1 ,servicecode2 ,servicecode3 ,servicecode4 ]

Inbound Calls Count Groups

Inbound Calls Count Groups

query {
  inboundCallsCountGroups(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: [
      { year: 2020, month: 8 }
      { year: 2020, month: 9 }
      { year: 2020, month: 10 }
      { year: 2020, month: 11 }
    ]
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCallsCountGroups(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: [\n      { year: 2020, month: 8 }\n      { year: 2020, month: 9 }\n      { year: 2020, month: 10 }\n      { year: 2020, month: 11 }\n    ]\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

inboundCallsCountGroups

Group and count calls by Operator, Contact, organization, Service or Skillset.
Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.

Return type: [[InteractionCountGroup!]!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	[SearchInteraction!]!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Four lists of unique ORGANIZATIONS for months 8 to 11, and their count calls.

Abandoned Call

abandonedCall

Get an anandoned call by call id. Result is the inbound abandoned call with the given ID.

Return type: [AbandonedCall!]

Parameter	Type	Description	Default	Required
id	String!	call id		yes

Abandoned Calls

Abandoned Calls

query {
  abandonedCalls(
    pagination: { limit: 100, offset: 0 }
    sorting: { key: START_TIME, direction: DESC }
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  ) {
    callId
    startTime
    closeTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  abandonedCalls(\n    pagination: { limit: 100, offset: 0 }\n    sorting: { key: START_TIME, direction: DESC }\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  ) {\n    callId\n startTime\n    closeTime\n  }\n}\n"}' --compressed

abandonedCalls

Search service Abandoned Calls Result is the list of abandoned calls that respect search criteria.

Return type: [AbandonedCall!]!

Parameter	Type	Description	Default	Required
search	SearchAbandonedCall!	Search criterias		yes
sorting	AbandonedCallSorting	Sorting criterias	`{ key: START_TIME, direction: DESC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example: Search abandoned calls according to the following search criteria:

year 2020
month 11
limit 100 (applied to the number of calls and not to the individual steps that compose them) with offset 0
sorted by START_TIME (descending)
start time between 1 November 2020 and 15 November 2020

Abandoned Calls Count

Abandoned Calls Count

query {
  abandonedCallsCount(
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  abandonedCallsCount(\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

abandonedCallsCount

Count the service abandoned calls mathcing the search criteria.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchAbandonedCall!	Search criterias		yes

Example:

Count abandoned calls according to the following search criteria:

year 2020
month 11
start time between 1 November 2020 and 15 November 2020

Outbound Call

Outbound Call

query {
  outboundCall(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCall(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

outboundCall

Get Outbound Service Call by ID.
Result is the outbound interaction with the given ID.

Return type: [OutboundInteraction!]

Parameter	Type	Description	Default	Required
id	String!	Outbound interaction id		yes

Example:

Get call with ID equals to 1588581589.1320 and of this call get id, step, start time and end time.

Outbound Calls

Outbound Calls

query {
  outboundCalls(
    pagination: { limit: 100, offset: 0 }
    sorting: { key: ID, direction: ASC }
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCalls(\n    pagination: { limit: 100, offset: 0 }\n    sorting: { key: ID, direction: ASC }\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

outboundCalls

Search Outbound Service Calls.
Result is the list of calls that respect search criteria.

Return type: [OutboundInteraction!]!

Parameter	Type	Description	Default	Required
search	SearchOutboundInteraction!	Search criterias		yes
sorting	SortingInboundInteraction	Sorting criterias	`{ key: ID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search calls according to the following search criteria:

year 2020
month 11
limit 100 with offset 0
sorted by ID (ascending)
start time between 1 November 2020 and 15 November 2020

Outbound Calls Count

Outbound Calls Count

query {
  outboundCallsCount(
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCallsCount(\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

outboundCallsCount

Count Outbound Service Calls.
Result is the 32-bit positive integer counting searched calls.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchOutboundInteraction!	Search criterias		yes

Example:

Count calls according to the following search criteria:

year 2020
month 11
start time between 1 November 2020 and 15 November 2020

Outbound Calls Count Group

Outbound Calls Count Group

query {
  outboundCallsCountGroup(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: { year: 2020, month: 11 }
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCallsCountGroup(\n    groupBy: ORGANIZATION\n    search: { year: 2020, month: 11 }\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

outboundCallsCountGroup

Group and count calls by Operator, Contact, organization or Service.
Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.

Return type: [InteractionCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	SearchOutboundInteraction!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by ORGANIZATION and count calls according to the following search criteria:

year 2020
month 11

Outbound Calls Count Groups

Outbound Calls Count Groups

query {
  outboundCallsCountGroups(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: [
      { year: 2020, month: 8 }
      { year: 2020, month: 9 }
      { year: 2020, month: 10 }
      { year: 2020, month: 11 }
    ]
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCallsCountGroups(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: [\n      { year: 2020, month: 8 }\n      { year: 2020, month: 9 }\n      { year: 2020, month: 10 }\n      { year: 2020, month: 11 }\n    ]\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

outboundCallsCountGroups

Return type: [[InteractionCountGroup!]!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	[SearchOutboundInteraction!]!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Four lists of unique ORGANIZATIONS for months 8 to 11, and their count calls.

Power Dialer Campaign Summary

Power Dialer Campaign Summary

query {
  PowerDialerCampaignSummary(
    search: {
      campaign: { id: { operator: EQUAL, value: 1234 } }
      totalAttempts: { operator: GREATER_THAN, value: 100 }
      negativeAttempts: { operator: GREATER_THAN, value: 60 }
    }
    sorting: { key: NEGATIVE_ATEMPTS, direction: DESC }
  ) {
    campaign {
      name
    }
    totalAttempts
    negativeAttempts
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  PowerDialerCampaignSummary(\n    search: {\n      campaign: { id: { operator: EQUAL, value: 1234 } }\n      totalAttempts: { operator: GREATER_THAN, value: 100 }\n      negativeAttempts: { operator: GREATER_THAN, value: 60 }\n    }\n    sorting: { key: NEGATIVE_ATEMPTS, direction: DESC }\n  ) {\n    campaign {\n      name\n    }\n    totalAttempts\n    negativeAttempts\n  }\n}\n"}' --compressed

PowerDialerCampaignSummary

search Power Dialer Summary

Return type [PowerDialerCampaignSummary!]

Parameter	Type	Description	Default	Required
search	SearchPowerDialerCampaignSummary!	Search criterias		yes
sorting	SortPowerDialerCampaignSummary	Sorting criterias		no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Power Dialer Campaign Analytic

Power Dialer Campaign Analytic

query {
  PowerDialerCampaignAnalytic(
    search: {
      service: { code: { operator: EQUAL, value: "service00" } }
      totalCalls: { operator: GREATER_THAN, value: 100 }
      notAnsweredCalls: { operator: GREATER_THAN, value: 60 }
    }
    sorting: { key: NOT_ANSWERED_CALLS, direction: DESC }
  ) {
    service {
      code
    }
    totalCalls
    notAnsweredCalls
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  PowerDialerCampaignAnalytic(\n    search: {\n      service: { code: { operator: EQUAL, value: \"service00\" } }\n      totalCalls: { operator: GREATER_THAN, value: 100 }\n      notAnsweredCalls: { operator: GREATER_THAN, value: 60 }\n    }\n    sorting: { key: NOT_ANSWERED_CALLS, direction: DESC }\n  ) {\n    service {\n      code\n    }\n    totalCalls\n    notAnsweredCalls\n  }\n}\n"}' --compressed

PowerDialerCampaignAnalytic

Power dialer campaign analytical report

Return type [PowerDialerCampaignAnalytic!]

Parameter	Type	Description	Default	Required
search	SearchPowerDialerCampaignAnalytic!	Search criterias		yes
sorting	SortPowerDialerCampaignAnalytic	Sorting criterias		no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Ivr Node Interactions

Ivr Node Interactions

query {
  ivrNodeInteractions(
    search: {
      month: 1
      year: 2021
      phoneNumber: { operator: EQUAL, value: "351123456" }
    }
    sorting: { key: STEP, direction: ASC }
  ) {
    callId
    phoneNumber
    contact {
      fullName
    }
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ivrNodeInteractions(\n    search: {\n      month: 1\n      year: 2021\n      phoneNumber: { operator: EQUAL, value: \"351123456\" }\n    }\n    sorting: { key: STEP, direction: ASC }\n  ) {\n    callId\n    phoneNumber\n    contact {\n      fullName\n    }\n  }\n}\n"}' --compressed

ivrNodeInteractions

Search IVR Node Interactions.
Result is the list of IvrNodeInteractions that respect search criteria.

Return type: [IvrNodeInteraction!]!

Parameter	Type	Description	Default	Required
search	SearchIvrNodeInteraction!	Search criterias		yes
sorting	SortingIvrNodeInteraction	Sorting criterias	`{ key: STEP, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search all IVR node interactions where created in the first month of 2021, where phone number is "351123456" and sort result by STEP

Ivr Node Interaction Count

Ivr Node Interaction Count

query {
  ivrNodeInteractionCount(
    search: {
      month: 1
      year: 2021
      phoneNumber: { operator: EQUAL, value: "351123456" }
    }
  ) 
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ivrNodeInteractionCount(\n    search: {\n      month: 1\n      year: 2021\n      phoneNumber: { operator: EQUAL, value: \"351123456\" }\n    }\n  ) \n}\n"}' --compressed

ivrNodeInteractionCount

Count IVR Node Interactions.
Result is the 32-bit positive integer counting searched IVR Node Interactions.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchIvrNodeInteraction!	Search criterias		yes

Example:

Count all IVR node interactions where created in the first month of 2021, where phone number is "351123456"

Ivr Node Interaction Count Group

Ivr Node Interaction Count Group

query {
  ivrNodeInteractionCountGroup(
    groupBy: NODE
    search: { month: 1, year: 2021 }
  ) {
    groupByEntity {
      ... on IvrNode {
        id
        description
      }
    }
    count
    duration
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ivrNodeInteractionCountGroup(\n    groupBy: NODE\n    search: { month: 1, year: 2021 }\n  ) {\n    groupByEntity {\n      ... on IvrNode {\n        id\n        description\n      }\n    }\n    count\n    duration\n  }\n}\n"}' --compressed

ivrNodeInteractionCountGroup

Group and count IVR Node Interactions by Node or IvrService.
Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.

Return type: [IvrInteractionCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	IvrGroupingEntity!	undefined		yes
search	SearchIvrNodeInteraction!	Search criterias		yes
sorting	IvrSortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by NODE all IVR node interactions created in the first month of 2021, where phone number is "351123456", and display the sum of durations for each NODE

Ivr Node Interaction Count Groups

Ivr Node Interaction Count Groups

query {
  ivrNodeInteractionCountGroups(
    groupBy: NODE
    search:[
      { month: 1, year: 2021 }
      { month: 2, year: 2021 }
      { month: 3, year: 2021 }
    ] 
  ) {
    groupByEntity {
      ... on IvrNode {
        id
        description
      }
    }
    count
    duration
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ivrNodeInteractionCountGroups(\n    groupBy: NODE\n    search:[\n      { month: 1, year: 2021 }\n      { month: 2, year: 2021 }\n      { month: 3, year: 2021 }\n    ] \n  ) {\n    groupByEntity {\n      ... on IvrNode {\n        id\n        description\n      }\n    }\n    count\n    duration\n  }\n}\n"}' --**compressed**

ivrNodeInteractionCountGroups

Group and count IVR Node Interactions by Contact, organization or Service.
Result is, for each request search object, a list of objects where groupByEntity is the grouping entity, count is the number of IVR Node Interactions associated with the grouping entity and duration is the sum of all grouped IVR node interaction durations.

Return type: [[IvrInteractionCountGroup!]!]!

Parameter	Type	Description	Default	Required
groupBy	IvrGroupingEntity!	Grouping entity by which to group interactions		yes
search	[SearchIvrNodeInteraction!]!	Search criterias		yes
sorting	IvrSortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

For month 1, 2 and 3 of 2021 group by NODE all IVR node interactions created in the first, where phone number is "351123456", and display the sum of durations for each NODE

Video

Statistical data for video channel include:

Inbound service video calls

These data can be retrieved by ID, searched and counted.

Inbound Video Call

Inbound Video Call

query {
  inboundVideoCall(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideoCall(id: \"1588581589.1320\") {\n    id\n    step\n    startTime\n    endTime\n  }\n}"}' --compressed

inboundVideoCall

Get Inbound Service Video Call by ID.
Result is the video call interaction with the given ID.

Return type: [InboundInteraction!]

Parameter	Type	Description	Default	Required
id	String!	Video call interaction ID		yes

Example:

Get video call with ID equals to 1588581589.1320 and of this video call get id, step, start time and end time.

Inbound Video Calls

Inbound Video Calls

query {
  inboundVideoCalls(
    pagination: { limit: 100, offset: 0 }
    sorting: { key: ID, direction: ASC }
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideoCalls(\n    pagination: { limit: 100, offset: 0 }\n    sorting: { key: ID, direction: ASC }\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

inboundVideoCalls

Search Inbound Service Video Calls.
Result is the list of video calls that respect search criteria.

Return type: [InboundInteraction!]!

Parameter	Type	Description	Default	Required
search	SearchInteraction!	Search criterias		yes
sorting	SortingInboundInteraction	Sorting criterias	`{ key: ID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search video calls according to the following search criteria:

year 2020
month 11
limit 100 (applied to the number of video calls and not to the individual steps that compose them) with offset 0
sorted by ID (ascending)
start time between 1 November 2020 and 15 November 2020

Inbound Video Calls Count

Inbound Video Calls Count

query {
  inboundVideoCallsCount(
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideoCallsCount(\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

inboundVideoCallsCount

Count Inbound Service Video Calls.
Result is the 32-bit positive integer counting searched video calls.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchInteraction!	Search criterias		yes

Example:

Count video calls according to the following search criteria:

year 2020
month 11
start time between 1 November 2020 and 15 November 2020

Inbound Videos Count Group

Inbound Videos Count Group

query {
  inboundVideosCountGroup(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: { year: 2020, month: 11 }
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideosCountGroup(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: { year: 2020, month: 11 }\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --**compressed**

inboundVideosCountGroup

Return type: [InteractionCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	SearchInteraction!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by ORGANIZATION and count calls according to the following search criteria:

year 2020
month 11

Inbound Videos Count Groups

Inbound Videos Count Groups

query {
  inboundVideosCountGroups(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: [
      { year: 2020, month: 8 }
      { year: 2020, month: 9 }
      { year: 2020, month: 10 }
      { year: 2020, month: 11 }
    ]
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundVideosCountGroups(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: [\n      { year: 2020, month: 8 }\n      { year: 2020, month: 9 }\n      { year: 2020, month: 10 }\n      { year: 2020, month: 11 }\n    ]\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

inboundVideosCountGroups

Return type: [[InteractionCountGroup!]!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	[SearchInteraction!]!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Four lists of unique ORGANIZATIONS for months 8 to 11, and their chats count.

Chat

Statistical data for chat channel include:

Inbound service chats

These data can be retrieved by ID, searched and counted.

Inbound Chat

Inbound Chat

query {
  inboundChat(id: "1588581589.1320") {
    id
    step
    startTime
    endTime
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  outboundCallsCountGroup(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: { year: 2020, month: 11 }\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

inboundChat

Get Inbound Service Chat by ID.
Result is the chat interaction with the given ID.

Return type: [InboundInteraction!]

Parameter	Type	Description	Default	Required
id	String!	Chat interaction id		yes

Example:

Get chat with ID equals to 1588581589.1320 and of this chat get id, step, start time and end time.

Inbound Chats

Inbound Chats

query {
query {
  inboundChats(
    pagination: { limit: 100, offset: 0 }
    sorting: { key: ID, direction: ASC }
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  ) {
    id
    step
    startTime
    endTime
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChats(\n    pagination: { limit: 100, offset: 0 }\n    sorting: { key: ID, direction: ASC }\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  ) {\n    id\n    step\n    startTime\n    endTime\n  }\n}\n"}' --compressed

inboundChats

Search Inbound Service Chats.
Result is the list of chats that respect search criteria.

Return type: [InboundInteraction!]!

Parameter	Type	Description	Default	Required
search	SearchInteraction!	Search criterias		yes
sorting	SortingInboundInteraction	Sorting criterias	`{ key: ID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search chats according to the following search criteria:

year 2020
month 11
limit 100 (applied to the number of chats and not to the individual steps that compose them) with offset 0
sorted by ID (ascending)
start time between 1 November 2020 and 15 November 2020

Inbound Chats Count

Inbound Chats Count

query {
  inboundChatsCount(
    search: {
      year: 2020
      month: 11
      startTime: {
        operator: BETWEEN
        valueLeft: "2020-11-01T00:00:00Z"
        valueRight: "2020-11-15T00:00:00Z"
      }
    }
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChatsCount(\n    search: {\n      year: 2020\n      month: 11\n      startTime: {\n        operator: BETWEEN\n        valueLeft: \"2020-11-01T00:00:00Z\"\n        valueRight: \"2020-11-15T00:00:00Z\"\n      }\n    }\n  )\n}\n"}' --compressed

inboundChatsCount

Count Inbound Service Chats.
Result is the 32-bit positive integer counting searched chats.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchInteraction!	Search criterias		yes

Example:

Count chats according to the following search criteria:

year 2020
month 11
start time between 1 November 2020 and 15 November 2020

Inbound Chats Count Group

Inbound Chats Count Group

query {
  inboundChatsCountGroup(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: { year: 2020, month: 11 }
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChatsCountGroup(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: { year: 2020, month: 11 }\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

inboundChatsCountGroup

Return type: [InteractionCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	SearchInteraction!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by ORGANIZATION and count calls according to the following search criteria:

year 2020
month 11

Inbound Chats Count Groups

Inbound Chats Count Groups

query {
  inboundChatsCountGroups(
    groupBy: ORGANIZATION
    sorting: { key: UUID, direction: ASC }
    search: [
      { year: 2020, month: 8 }
      { year: 2020, month: 9 }
      { year: 2020, month: 10 }
      { year: 2020, month: 11 }
    ]
  ) {
    groupByEntity {
      ... on AddressBookContact {
        uuid
        fullName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundChatsCountGroups(\n    groupBy: ORGANIZATION\n    sorting: { key: UUID, direction: ASC }\n    search: [\n      { year: 2020, month: 8 }\n      { year: 2020, month: 9 }\n      { year: 2020, month: 10 }\n      { year: 2020, month: 11 }\n    ]\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        uuid\n        fullName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

inboundChatsCountGroups

Return type: [[InteractionCountGroup!]!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	[SearchInteraction!]!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Four lists of unique ORGANIZATIONS for months 8 to 11, and their chats count.

Support

Statistical data for Support channel include:

Tickets.

These data can be retrieved by ID, searched and counted.

Ticket

Ticket

query {
  ticket(id: "12345") {
    id
    title
    service {
      code
      description
    }
    owner {
      uuid
      fullName
    }
    customer {
      uuid
      fullName
    }
    articles {
      id
      type
      createdBy {
        uuid
        fullName
      }
    }
  }
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticket(id: \"12345\") {\n    id\n    title\n    service {\n      code\n      description\n    }\n    owner {\n      uuid\n      fullName\n    }\n    customer {\n      uuid\n      fullName\n    }\n    articles {\n      id\n      type\n      createdBy {\n        uuid\n        fullName\n      }\n    }\n  }\n}\n"}' --compressed

ticket

Get a ticket by ID. Result a ticket with given id if exists.

Return type: Ticket

Parameter	Type	Description	Default	Required
id	String!	Ticket id		yes

Example:

Get the Ticket with ID equals to 12345 and for this Ticket get it's id, title, service, owner, customer and articles.

Tickets

Tickets

query {
  tickets(
    sorting: { key: TIME_UNIT, direction: DESC }
    pagination: { limit: 100, offset: 100 }
    search: {
      owner: { surname: { operator: EQUAL, value: "rossi" } }
      state: [CLOSED]
      timeUnit: { operator: GREATER_THAN, value: 1800 }
    }
  ) {
    id
    title
    service {
      code
      description
    }
    owner {
      uuid
      fullName
    }
    customer {
      uuid
      fullName
    }
    articles {
      id
      type
      createdBy {
        uuid
        fullName
      }
    }
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  tickets(\n    sorting: { key: TIME_UNIT, direction: DESC }\n    pagination: { limit: 100, offset: 100 }\n    search: {\n      owner: { surname: { operator: EQUAL, value: \"rossi\" } }\n      state: [CLOSED]\n      timeUnit: { operator: GREATER_THAN, value: 1800 }\n    }\n  ) {\n    id\n    title\n    service {\n      code\n      description\n    }\n    owner {\n      uuid\n      fullName\n    }\n    customer {\n      uuid\n      fullName\n    }\n    articles {\n      id\n      type\n      createdBy {\n        uuid\n        fullName\n      }\n    }\n  }\n}\n"}' --compressed

tickets

Search tickets.
Result is the list of tickets that respect search criteria.

Return type: [Ticket!]!

Parameter	Type	Description	Default	Required
search	SearchTicket!	Search criterias		yes
sorting	SortingTicket	Sorting criterias	`{ key: ID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search Tickets according to the following search criteria:

owner with surname equal to "rossi"
ticket state equal to "CLOSED"
timeUnit (amount of time spent closing the ticket) bigger than 1800 seconds
descending order, by timeUnit

Tickets Count

Tickets Count

query {
  ticketsCount(
    search: {
      owner:{surname:{operator:EQUAL, value:"rossi"}}
      state:[CLOSED]
      timeUnit:{operator:GREATER_THAN value:1800}
    }
  )
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticketsCount(\n    search: {\n      owner:{surname:{operator:EQUAL, value:\"rossi\"}}\n      state:[CLOSED]\n      timeUnit:{operator:GREATER_THAN value:1800}\n    }\n  )\n}\n"}' --compressed

ticketsCount

Count Tickets.
Result is the 32-bit positive integer counting searched Tickets.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchTicket!	Search criterias		yes

Example:

Count Tickets according to the following search criteria:

owner with surname equal to "rossi"
ticket state equal to "CLOSED"
timeUnit (amount of time spent closing the ticket) bigger than 1800 seconds

Tickets Count Group

Tickets Count Group

query {
  ticketsCountGroup(
    groupBy: SERVICE
    sorting: { key: UUID, direction: ASC }
    search: {
      createdAt: {
        operator: BETWEEN
        valueLeft: "2020-10-01T00:00:00.000Z"
        valueRight: "2020-11-01T00:00:00.000Z"
      }
    }
  ) {
    groupByEntity {
      ... on ServiceDescription {
        code
        description
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticketsCountGroup(\n    groupBy: SERVICE\n    sorting: { key: UUID, direction: ASC }\n    search: {\n      createdAt: {\n        operator: BETWEEN\n        valueLeft: \"2020-10-01T00:00:00.000Z\"\n        valueRight: \"2020-11-01T00:00:00.000Z\"\n      }\n    }\n  ) {\n    groupByEntity {\n      ... on ServiceDescription {\n        code\n        description\n      }\n    }\n    count\n  }\n}\n"}' --compressed

ticketsCountGroup

Group and count tickets by Operator, Contact, organization or Service.
Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.

Return type: [InteractionCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	SearchTicket!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by SERVICE and count calls according to the following search criteria:

createdAt between 01/10/2020 and 01/11/2020

Tickets Count Groups

Tickets Count Groups

query {
  ticketsCountGroups(
    groupBy: USER
    sorting: { key: USER_NAME, direction: ASC }
    search: [
      { service: { code: { operator: EQUAL, value: "service0" } } }
      { service: { code: { operator: EQUAL, value: "service1" } } }
      { service: { code: { operator: EQUAL, value: "service2" } } }
      { service: { code: { operator: EQUAL, value: "service3" } } }
    ]
  ) {
    groupByEntity {
      ... on AddressBookContact {
        fullName
        userName
      }
    }
    count
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticketsCountGroups(\n    groupBy: USER\n    sorting: { key: USER_NAME, direction: ASC }\n    search: [\n      { service: { code: { operator: EQUAL, value: \"service0\" } } }\n      { service: { code: { operator: EQUAL, value: \"service1\" } } }\n      { service: { code: { operator: EQUAL, value: \"service2\" } } }\n      { service: { code: { operator: EQUAL, value: \"service3\" } } }\n      { service: { code: { operator: EQUAL, value: \"service4\" } } }\n    ]\n  ) {\n    groupByEntity {\n      ... on AddressBookContact {\n        fullName\n        userName\n      }\n    }\n    count\n  }\n}\n"}' --compressed

ticketsCountGroups

Group and count tickets by Operator, Contact, organization or Service.
Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of tickets associated with the grouping entity.

Return type: [[InteractionCountGroup!]!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	[SearchTicket!]!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Four lists of unique USERS for services (service0, service1, service2, service3) and their tickets count.

Ticket Articles

Ticket Articles

query {
  ticketArticles(
    search: {
      createdBy: { fullName: { value: "Mario Rossi", operator: EQUAL } }
      service: { code: { value: "service01", operator: EQUAL } }

    }
  ) {
    ticketId
    timeUnit
    createdBy {
      uuid
      fullName
    }
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticketArticles(\n    search: {\n      createdBy: { fullName: { value: \"Mario Rossi\", operator: EQUAL } }\n      service: { code: { value: \"service01\", operator: EQUAL } }\n      \n    }\n  ) {\n    ticketId\n    timeUnit\n    createdBy {\n      uuid\n      fullName\n    }\n  }\n}\n"}' --compressed

ticketArticles

Search through ticket articles.
Result is the list of tickets that respect search criteria.

Return type: [TicketArticle!]!

Parameter	Type	Description	Default	Required
search	SearchTicketArticle!	Search criterias		yes
sorting	SortingTicketArticle	Sorting criterias	`{ key: ID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search all ticket articles created by "Mario Rossi" on service with code "service01"

Ticket Articles Count

Ticket Articles Count

query {
  ticketArticlesCount(
    search: {
      createdBy: { fullName: { value: "Mario Rossi", operator: EQUAL } }
      service: { code: { value: "service01", operator: EQUAL } }
    }
  ) 
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticketArticlesCount(\n    search: {\n      createdBy: { fullName: { value: \"Mario Rossi\", operator: EQUAL } }\n      service: { code: { value: \"service01\", operator: EQUAL } }\n    }\n  ) \n}\n"}' --compressed

ticketArticlesCount

Count tickets articles.
Result is the 32-bit positive integer counting searched tickets articles.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchTicketArticle!	Search criterias		yes

Example:

Count all ticket articles created by "Mario Rossi" on service with code "service01"

Ticket Articles Count Group

Ticket Articles Count Group

query {
  ticketArticlesCountGroup(
    groupBy: SERVICE
    sorting: { key: TIME_UNIT, direction: DESC }
    search: {
      createdBy: { fullName: { operator: EQUAL, value: "Mario Rossi" } }
    }
  ) {
    groupByEntity {
      ... on ServiceDescription {
        description
      }
    }
    count
    timeUnit
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  ticketArticlesCountGroup(\n    groupBy: SERVICE\n    sorting: { key: TIME_UNIT, direction: DESC }\n    search: {\n      createdBy: { fullName: { operator: EQUAL, value: \"Mario Rossi\" } }\n    }\n  ) {\n    groupByEntity {\n      ... on ServiceDescription {\n        description\n      }\n    }\n    count\n    timeUnit\n  }\n}\n"}' --compressed

ticketArticlesCountGroup

Group and count ticket articles by Operator, Contact, organization or Service.
Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of tickets associated with the grouping entity.

Return type: [TicketArticleCountGroup!]!

Parameter	Type	Description	Default	Required
groupBy	GroupingEntity!	Grouping entity by which to group interactions		yes
search	SearchTicketArticle!	Search criterias		yes
sorting	SortingGroupingEntity	Sorting criterias	`{ key: COUNT, direction: ASC }`	no

Example:

Group by service all ticket articles created by "Mario Rossi", and display the time spend on each service

Multi Channel Summary

Multi Channel Summary

query {
  multiChannelSummary(
    search: {
      from: "2021-06-09T00:00:00Z"
      to: "2021-06-10T00:00:00Z"
      user: { uuid: { operator: EQUAL, value: "1234" } }
    }
    groupBy: USER
  ) {
    totalInboundInteractions
    totalInboundInteractions
    answeredInboundInteractions
    notAnsweredInboundInteractions
    call {
      totalInboundInteractions
      answeredInboundInteractions
      notAnsweredInboundInteractions
      booked
      busy
      GroupedChannelStatusSummary {
        groupByEntity {
          ... on AddressBookContact {
            uuid
            fullName
          }
        }
        totalInboundInteractions
        answeredInboundInteractions
        notAnsweredInboundInteractions
        booked
        busy
      }
    }
  }
}

curl 'http://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: http://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  multiChannelSummary(\n    search: {\n      from: \"2021-06-09T00:00:00Z\"\n      to: \"2021-06-10T00:00:00Z\"\n      user: { uuid: { operator: EQUAL, value: \"1234\" } }\n    }\n    groupBy: USER\n  ) {\n    totalInboundInteractions\n    totalInboundInteractions\n    answeredInboundInteractions\n    notAnsweredInboundInteractions\n    call {\n      totalInboundInteractions\n      answeredInboundInteractions\n      notAnsweredInboundInteractions\n      booked\n      busy\n      GroupedChannelStatusSummary {\n        groupByEntity {\n          ... on AddressBookContact {\n            uuid\n            fullName\n          }\n        }\n        totalInboundInteractions\n        answeredInboundInteractions\n        notAnsweredInboundInteractions\n        booked\n        busy\n      }\n    }\n  }\n}\n"}' --compressed

multiChannelSummary

Search through Agents interactions.
Result is the list of Agents interactions that respect search criteria.

Return type [AgentInteractionCountGroup!]!

Parameter	Type	Description	Required
search	SearchMultiChannelAgentInteraction!	Search criterias	yes
groupBy	GroupingEntity	undefined	no
statusGroupBy	GroupingEntity	undefined	no

Example:

Addressbook

Data for Addressbook include:

Addressbook Contacts.

These data can be retrieved by UUID, searched and counted.

Address Book Contact

Address Book Contact

query {
  addressBookContact(uuid: "0007418f-3d4a-4315-c3e2-b3bf3521a325") {
    uuid
    name
    surname
  }
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  addressBookContact(uuid: \"0007418f-3d4a-4315-c3e2-b3bf3521a325\") {\n    uuid\n    name\n    surname\n  }\n}\n"}' --compressed

addressBookContact

Get an AddressBookContact by ID.
Result an AddressBookContact with given id if exists.

Return type: AddressBookContact

Parameter	Type	Description	Default	Required
uuid	String!	contacts uuid		yes

Example:

Get the addressbook contact with UUID equals to 0007418f-3d4a-4315-c3e2-b3bf3521a325 and for this contact get it's uuid, name and surname.

Address Book Contacts

Address Book Contacts

query {
  addressBookContacts(
    search: {
      mail: { value: { operator: END_WITH, value: "teleniasoftware.com" } }
      organization: { fullName: { operator: CONTAIN, value: "telenia" } }
    }
  ) {
    uuid
    name
    surname
    mail {
      value
    }
  }
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  addressBookContacts(\n    search: {\n      mail: { value: { operator: END_WITH, value: \"gmail.com\" } }\n      organization: { fullName: { operator: CONTAIN, value: \"google\" } }\n    }\n  ) {\n    uuid\n    name\n    surname\n    mail {\n      value\n    }\n  }\n}\n"}' --compressed

addressBookContacts

Search AddressBookContacts.
Result is the list of AddressBookContacts that respect search criteria.

Return type: [AddressBookContact!]!

Parameter	Type	Description	Default	Required
search	SearchAddressBookContact!	Search criterias		yes
sorting	SortingAddressBookContact	Sorting criterias	`{ key: UUID, direction: ASC }`	no
pagination	Pagination	Pagination criterias	`{ limit: 1000, offset: 0 }`	no

Example:

Search Addressbook Contacts according to the following search criteria:

at least one email address that ends with "teleniasoftware.com"
the organization name that contact belong must contain "telenia"

Address Book Contact Count

Address Book Contact Count

query {
  addressBookContactCount(
    search: {
      mail: { value: { operator: END_WITH, value: "teleniasoftware.com" } }
      organization: { fullName: { operator: CONTAIN, value: "telenia" } }
    }
  )
}

curl '<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: <TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  addressBookContactCount(\n    search: {\n      mail: { value: { operator: END_WITH, value: \"gmail.com\" } }\n      organization: { fullName: { operator: CONTAIN, value: \"google\" } }\n    }\n  )\n}\n"}' --compressed

addressBookContactCount

Count AddressBookContacts.
Result is the 32-bit positive integer counting searched AddressBookContacts.

Return type: Int!

Parameter	Type	Description	Default	Required
search	SearchAddressBookContact!	Search criterias		yes

Example:

Count Addressbook Contacts according to the following search criteria:

at least one email address that ends with "teleniasoftware.com"
the organization name that contact belong must contain "telenia"

Advanced

Sometimes there is the need to produce data through complex queries.
To achieve this, a request can be made by directly specifying a SQL query on the available tables (described below).

Data are grouped in 3 areas:

TVox, statistical data from channels: phone (mc_id: 0), video (mc_id: 1001) and chat (mc_id: 1004).
Data are stored in tables grouped by year / month. For example, data for November 2020 can be found in <TABLE>_202005.
The advanded query can be applied on:
Addressbook, contact details and multichannel relationships.
Addressbook data can be used to match contacts on different channels.
The advanded query can be applied on:
- Contacts
- Multichannel contact relationships
Support, data from Support channel (mc_id: 1002).
The advanded query can be applied on:

Result is represented by a list of objects where the keys are the names of the selected fields and values are strings.

Advanced Query

advancedQuery

Advanced query for TVox(phone, video, chat), Support and Addressbook.
See the complete documentation for model details and query limitations.
Result is represented by a list of objects where the keys are the names of the selected fields and values are strings.

Update, insert or delete actions are not allowed.

Return type: [OrderedMap!]!

Parameter	Type	Description	Default	Required
type	AdvancedQueryType	Is used to select query source between TVox, Support and Addressbook		yes
query	String!	Is a string containing the advanced query to be executed		yes

Example:

Advanced Query (TVox)

query {
  advancedQuery(
    type: TVOX
    query: "SELECT COUNT( DISTINCT ( uniqueid )) AS total, cli AS callerNumber, MAX( datainizio ) AS lastStartDate, MAX( orainizio ) AS lastStartTime FROM ast_calls_202005 GROUP BY cli;"
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  advancedQuery(\n    type: TVOX\n    query: \"SELECT COUNT( DISTINCT ( uniqueid )) AS total, cli AS callerNumber, MAX( datainizio ) AS lastStartDate, MAX( orainizio ) AS lastStartTime FROM ast_calls_202005 GROUP BY cli;\"\n  )\n}\n"}' --compressed

Example (TVox):

Count received service calls on November 2020 (table: ast_calls_202005) distinct by unique id (column: uniqueid) and grouped by caller number (column: cli), reporting start time (columns: datainizio and orainizio) of the latest received call.

SELECT COUNT( DISTINCT ( uniqueid )) AS total, cli AS callerNumber, MAX( datainizio ) AS lastStartDate, MAX( orainizio ) AS lastStartTime FROM ast_calls_202005 GROUP BY cli;

Advanced Query (Addressbook)

query {
  advancedQuery(
    type: ADDRESSBOOK,
    query: "SELECT uuid AS id, name, surname FROM t4you_global_addressbook;"
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  advancedQuery(\n    type: ADDRESSBOOK\n    query: \"SELECT uuid AS id, name, surname FROM t4you_global_addressbook;\"\n  )\n}\n"}' --compressed

Example (Addressbook):

Select contacts (table: t4you_global_addressbook) whose surname (columns: surname) is "Rossi", reporting contact id (columns: uuid), name (columns: name) and surname (columns: surname).

SELECT uuid AS id, name, surname FROM t4you_global_addressbook;

Advanced Query (Support)

query {
  advancedQuery(
    type: SUPPORT
    query: "SELECT COUNT( DISTINCT id ) AS total FROM tickets WHERE created_at >= '2020-01-05 00:00:00' AND created_at <= '2020-01-31 23:59:59';"
  )
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  advancedQuery(\n    type: SUPPORT\n    query: \"SELECT COUNT( DISTINCT id ) AS total FROM tickets WHERE created_at >= '2020-01-05 00:00:00' AND created_at <= '2020-01-31 23:59:59';\"\n  )\n}\n"}' --compressed

Example (Support):

Count ticket created (column: created_at) on November 2020 (table: tickets) distinct by id (column: id).

SELECT COUNT( DISTINCT id ) AS total FROM tickets WHERE created_at >= '2020-01-05 00:00:00' AND created_at <= '2020-01-31 23:59:59';

Agents state history

Table: ast_agents_yyyymmm

Primary keys: uuid

Field	Type	Description
uuid	char(36)	`*`
data	date	State's date
ora	varchar(7)	State'stime of the day
pin	varchar(255)	Agent's profile ID
interno	varchar(255)	Agent's extension
sito_utente	int(11)	User's site code
skillset	varchar(30)	Skillset code
servizio	varchar(30)	Service code
idlastcall	varchar(255)	ID of the service call active on the agent
channels	varchar(255)
dn_call_in	varchar(20)	Number of the inbound call
dn_call_out	varchar(20)	Number of the outbound cal
time_in_busy	int(11)	Time spent in the "talking" state
time_in_ready	int(11)	Time spent in the "ready" state
time_in_notready	int(11)	Time spent in the "not ready" state
time_in_wnr	int(11)	Time spent in the "post call" state
time_in_booked	int(11)	Time spent in the "booked" state
activity_code	varchar(20)	Activity code
activity_code_2	varchar(20)	Second level activity code
activity_code_note	varchar(255)	Note added to the selected activity code
idlastcall_mc_1	varchar(255)	Unique call ID for the multichannel 1
channels_mc_1	text
time_in_busy_mc_1	int(11)	Time spent in the "talking" state for the multichannel 1
time_in_ready_mc_1	int(11)	Time spent in the "ready" state for the multichannel 1
time_in_notready_mc_1	int(11)	Time spent in the "not ready" state for the multichannel 1
time_in_wnr_mc_1	int(11)	Time spent in the "post call" state for the multichannel 1
time_in_booked_mc_1	int(11)	Time spent in the "booked" state for the multichannel 1
idlastcall_mc_2	varchar(255)	Unique call ID for the multichannel 2
channels_mc_2	text
time_in_busy_mc_2	int(11)	Time spent in the "talking" state for the multichannel 2
time_in_ready_mc_2	int(11)	Time spent in the "ready" state for the multichannel 2
time_in_notready_mc_2	int(11)	Time spent in the "not ready" state for the multichannel 2
time_in_wnr_mc_2	int(11)	Time spent in the "post call" state for the multichannel 2
time_in_booked_mc_2	int(11)	Time spent in the "booked" state for the multichannel 2
idlastcall_mc_3	varchar(255)	Unique call ID for the multichannel 3
channels_mc_3	text
time_in_busy_mc_3	int(11)	Time spent in the "talking" state for the multichannel 3
time_in_ready_mc_3	int(11)	Time spent in the "ready" state for the multichannel 3
time_in_notready_mc_3	int(11)	Time spent in the "not ready" state for the multichannel 3
time_in_wnr_mc_3	int(11)	Time spent in the "post call" state for the multichannel 3
time_in_booked_mc_3	int(11)	Time spent in the "booked" state for the multichannel 3
idlastcall_mc_1001	varchar(255)	Unique call ID for the multichannel 1001
channels_mc_1001	text
time_in_busy_mc_1001	int(11)	Time spent in the "talking" state for the multichannel 1001
time_in_ready_mc_1001	int(11)	Time spent in the "ready" state for the multichannel 1001
time_in_notready_mc_1001	int(11)	Time spent in the "not ready" state for the multichannel 1001
time_in_wnr_mc_1001	int(11)	Time spent in the "post call" state for the multichannel 1001
time_in_booked_mc_1001	int(11)	Time spent in the "booked" state for the multichannel 1001
idlastcall_mc_1002	varchar(255)	Unique call ID for the multichannel 1002
channels_mc_1002	text
time_in_busy_mc_1002	int(11)	Time spent in the "talking" state for the multichannel 1002
time_in_ready_mc_1002	int(11)	Time spent in the "ready" state for the multichannel 1002
time_in_notready_mc_1002	int(11)	Time spent in the "not ready" state for the multichannel 1002
time_in_wnr_mc_1002	int(11)	Time spent in the "post call" state for the multichannel 1002
time_in_booked_mc_1002	int(11)	Time spent in the "booked" state for the multichannel 1002
idlastcall_mc_1003	varchar(255)	Unique call ID for the multichannel 1003
channels_mc_1003	text
time_in_busy_mc_1003	int(11)	Time spent in the "talking" state for the multichannel 1003
time_in_ready_mc_1003	int(11)	Time spent in the "ready" state for the multichannel 1003
time_in_notready_mc_1003	int(11)	Time spent in the "not ready" state for the multichannel 1003
time_in_wnr_mc_1003	int(11)	Time spent in the "post call" state for the multichannel 1003
time_in_booked_mc_1003	int(11)	Time spent in the "booked" state for the multichannel 1003
idlastcall_mc_1004	varchar(255)	Unique call ID for the multichannel 1004
channels_mc_1004	text
time_in_busy_mc_1004	int(11)	Time spent in the "talking" state for the multichannel 1004
time_in_ready_mc_1004	int(11)	Time spent in the "ready" state for the multichannel 1004
time_in_notready_mc_1004	int(11)	Time spent in the "not ready" state for the multichannel 1004
time_in_wnr_mc_1004	int(11)	Time spent in the "post call" state for the multichannel 1004
time_in_booked_mc_1004	int(11)	Time spent in the "booked" state for the multichannel 1004
idlastcall_mc_1006	varchar(255)	Unique call ID for the multichannel 1006
channels_mc_1006	text
omnidesk_channels_mc_1006	text
time_in_busy_mc_1006	int(11)	Time spent in the "talking" state for the multichannel 1006
time_in_ready_mc_1006	int(11)	Time spent in the "ready" state for the multichannel 1066
time_in_notready_mc_1006	int(11)	Time spent in the "not ready" state for the multichannel 1006
time_in_wnr_mc_1006	int(11)	Time spent in the "post call" state for the multichannel 1006
time_in_booked_mc_1006	int(11)	Time spent in the "booked" state for the multichannel 1006
logout_reason	varchar(100)	Logout reason code
logout_reason_note	varchar(255)	Note added to the logout reason

Agents state history

Table: ast_agents_bis_yyyymmm

Primary keys: uuid

Field	Type	Description	Default
uuid	char(36)	`*`
insert_time	datetime(3)	State date and time
mc_id	int(11)	Multichannel ID of the event
sito_utente	int(11)	Agent's site code
utente	varchar(255)	Agent username
pin	char(32) NOT NULL	Agent profile code
stato_tvox	enum('BOOKED','BUSY','NOTLOGGED','NR','NR_BUSY','READY','WNR')	Agent's state	`NOTLOGGED`
idlastcall	varchar(255)	Unique call ID
skillset_corrente	char(30)	Agent's skillset
servizio_corrente	char(30)	Agent's code
sito_corrente	char(10)	Call's site
dn_call_in	varchar(32)	Inbound call number
dn_call_out	varchar(32)	Outbound call extension
channels	varchar(255)
omnidesk_channels	varchar(255)
activity_code	varchar(20)	Activity code
activity_code_2	varchar(20)	Second level activity code
activity_code_note	varchar(255)	Note added to the selected activity code
max_channels	int(10)
durata_hold	int(11)
time_hold	datetime
logout_reason	varchar(100)	Logout reason code
logout_reason_note	varchar(255)	Note added to the logout reason

Inbound Service Interactions

Table: ast_calls_yyyymm

Primary keys: idlastcall, step

Field	Type	Description	Note
idchiamata	varchar(20)	`*`
sito_distribuzione	varchar(10)	`*`
pin	varchar(255)	Agent username
priorita_agente	int(11)	Agent priority
interno	varchar(100)	Agent logged exten
tipochiamata	char(1)	Type (direction)	`I` alias Inbound
canale	varchar(50)	SIP channel identifier
skillset	varchar(30)	Skillset code
cli	varchar(255)	Caller Line Identification (Calling number)	Only for `Phone channel`
dnis	varchar(255)	Direct Number Information System (Called number)	Only for `Phone channel`
datainizio	date	Start date
orainizio	varchar(7)	Start time	NB: hour format is `hh,mmss`
datadistribuzione	date	Distribution date
oradistribuzione	varchar(7)	Distribution time	NB: hour format is `hh,mmss`
stato_cc	varchar(30)	Type code
statochiamata	varchar(3)	Status code	Possible values: `H` - Hanging up the caller, `T` - terminated by the system, `TT` - ended with transfer (see column "Transferred to"), `RC` - agent response and ended by the caller, `RA` - response from agent and ended by agent, `RTB` - answer and ended by transferring without consultation (Blind), `RTC` - answer and ended by transferring with consultation (Attended), `E` - reportion error for the call
trasferita	varchar(30)	Number or service code it has been transfered to
datarispostaag1	date	Answer date by agent
orarispostaag1	varchar(7)	Answer time by agent	NB: hour format is `hh,mmss`
attesaag1	int(6)	Ringing time on agent
durataag1	int(6)	Connection time with agent
datadisconnessione	date	End date
oradisconnessione	varchar(7)	End time	NB: hour format is `hh,mmss`
durataattesa	int(6)	Waiting duration time in IVR
duratacomplessiva	int(6)	Total duration time in the system
servizio	varchar(50)	Service code
grpservizio	varchar(1020)	List of services crossed involved by the call
popuptype	enum	Popup Type	`EXE`,`WEB`
popupresult	text	Popup result (if expected)
popupinfo	varchar(1000)	Additional information collected by IVR or third party applications	The individual information is separated by the special character "\|"
idlastcall	varchar(100)	`*`	composed by uniqueid@sito
sito	varchar(10)	`*`
uniqueid	varchar(50)	Unique identifier of the call	unixtimestamp followed by an incremental number separated by "."
priorita	int(20) unsigned	`*`
contesto	varchar(3)	Time context	`AT` attivo, `FO` fuori orario, `OS` fuori servizio
sipcallid	varchar(255)	SIP call identifier
accodamento	text	`*`
cliente	varchar(20)	Customer code
prior_serv	int(3)	Service priority
step	tinyint(1) unsigned	Step
FdO	tinyint(1)	`*`
pid	int(11)	`*`
contatore	int(11) unsigned	`*`
mc_id	int(11) unsigned	Multichannel channel id	`0` = Phone Channel, `1001` = Video Channel, `1002` = Support Channel, `1003` = LiveHelp Chat Channel, `1004` = Widget Chat channel, `1`, `2`, `3` for optional custom channel
mc_session	varchar(100)	Multichannel session id
mc_text	text	Multichannel additional data
mc_description	varchar(255)	Multichannel description
ivr_label	text	IVR node label	present if configured
interview_service	varchar(50)	Survey service code
smartrec	varchar(255)	`*`
calldata	varchar(1024)	Additional data
data_coda	date	Starting queuing date
ora_coda	varchar(7)	Queuing time	NB: hour format is `hh,mmss`
data_wnr_ag1	date	After call work date
ora_wnr_ag1	varchar(7)	After call work time	NB: hour format is `hh,mmss`
durata_wnr_ag1	int(6)	After call work duration time
durata_coda	int(6)	Queuing duration time
callresult_result	varchar(100)	Exit code id
callresult_result_level_2	varchar(100)	Second level exit code id
callresult_note1	text	Optional Exit code note
callresult_note2	text	Optional Exit code note
durata_hold	int(11)	Hold duration time on agent
calltag_note1	varchar(512)	Optional tagging note
calltag_note2	varchar(512)	Optional tagging note
channel_destination	enum	Transfer destination	`INTERNAL`, `EXTERNAL`, `REMOTE`
ccbs_user_monitor	char(50)	`*`
ccbs_result	enum	`*`	`DEFAULT`, `CHANUNAVAIL`, `CONGESTION`, `NOANSWER`, `BUSY`, `ANSWER`, `CANCEL`, `DONTCALL`, `TORTURE`, `INVALIDARGS`, `ERROR`
call_transfer_from_service	char(30)	`*`
sentiment	int(11)	Customer sentiment code
contact_id	varchar(40)	Contact identifier	UUID read from t4you
contact_username	varchar(255)	Contact username (if internal)
contact_value	varchar(255)	Contact value
contact_type	enum	Contact type	`USER`, `SERVICE`, `SHORT_NUMBER`, `EXTERNAL_ITEM`, `EXTERNAL_ORGANIZATION`, `PERSONAL_ITEM`, `UNKNOWN`, `ANONYMOUS`
contact_lookup_type	enum	Contact lookup result	`SUCCESS`, `MULTIPLE`, `NONE`, `ERROR`
census_result	varchar(100)	Contact census result
access_list	int(10) unsigned	`*`
abandoned_call_id	char(36)	Abandoned call id
callback_call_id	char(36)	Callback call id
generico1	varchar(255)	Generic custom data
generico2	varchar(255)	Generic custom data
generico3	varchar(255)	Generic custom data
generico4	varchar(255)	Generic custom data
generico5	varchar(255)	Generic custom data
update_time	timestamp	Last update timestamp

Outbound Service Interactions

Table: ast_calls_outbound_yyyymm

Primary keys: idlastcall, step

Field	Type	Description	Note
idchiamata	varchar(20)	`*`
sito_distribuzione	varchar(10)	`*`
pin	varchar(255)	Agent username
priorita_agente	int(11)	Agent priority
interno	varchar(100)	Agent logged exten
tipochiamata	char(1)	Type (direction)	`O` alias Outbound
canale	varchar(50)	SIP channel identifier
skillset	varchar(30)	Skillset code
cli	varchar(255)	Caller Line Identification (Calling number)
dnis	varchar(255)	Direct Number Information System (Called number)
datainizio	date	Start date
orainizio	varchar(7)	Start time	NB: hour format is `hh,mmss`
datadistribuzione	date	Distribution date
oradistribuzione	varchar(7)	Distribution time	NB: hour format is `hh,mmss`
stato_cc	varchar(30)	Type code
statochiamata	varchar(3)	Status code	Possible values: `H` - Hanging up the caller, `T` - terminated by the system, `TT` - ended with transfer (see column "Transferred to"), `RC` - agent response and ended by the caller, `RA` - response from agent and ended by agent, `RTB` - answer and ended by transferring without consultation (Blind), `RTC` - answer and ended by transferring with consultation (Attended), `E` - reportion error for the call
trasferita	varchar(30)	Number or service code it has been transfered to
datarispostaag1	date	Answer date by agent
orarispostaag1	varchar(7)	Answer time by agent	NB: hour format is `hh,mmss`
attesaag1	int(6)	Ringing time on agent
durataag1	int(6)	Connection time with agent
datadisconnessione	date	End date
oradisconnessione	varchar(7)	End time	NB: hour format is `hh,mmss`
durataattesa	int(6)	Waiting duration time in IVR
duratacomplessiva	int(6)	Total duration time (in system)
servizio	varchar(50)	Service code
grpservizio	varchar(1020)	List of services crossed
popuptype	enum	Popup Type	`EXE`, `WEB`
popupresult	text	Popup result (if expected)
popupinfo	varchar(1000)	Additional information collected by IVR or third party applications	The individual information is separated by the special character "\|"
idlastcall	varchar(100)	`*`	composed by uniqueid@sito
sito	varchar(10)	`*`
uniqueid	varchar(50)	Unique identifier of the call	unixtimestamp followed by an incremental number separated by "."
priorita	int(20) unsigned	`*`
contesto	varchar(3)	Time context	`AT` attivo, `FO` fuori orario, `OS` fuori servizio
sipcallid	varchar(255)	SIP call identifier
accodamento	text	`*`
cliente	varchar(20)	Customer code
prior_serv	int(3)	Service priority
step	tinyint(1) unsigned	Step
FdO	tinyint(1)	`*`
pid	int(11)	`*`
campagna	int(11) unsigned	Outbound campaign code
lista	int(11) unsigned	Outbound campaign list code
id_spool_record	int(11)	Contact id used by outbound campaign interface table
item_number_spool_record	int(11) unsigned	Contact number id used by outbound campaign interface table
run_id	int(11)	`*`
contact_priority	int(11)	`*`
contatore	int(11) unsigned	`*`
mc_id	int(11) unsigned	Multichannel channel id	`0` Phone channel
mc_session	varchar(100)	Multichannel session id	Not in use
mc_text	text	Multichannel additional data	Not in use
mc_description	varchar(255	Multichannel description	Not in use
ivr_label	text	IVR node label
interview_service	varchar(50)	Survey service code
smartrec	varchar(255)	`*`
calldata	varchar(1024)	Additional data
data_coda	date	Queuing date
ora_coda	varchar(7)	Queuing time	NB: hour format is `hh,mmss`
data_wnr_ag1	date	After call work date
ora_wnr_ag1	varchar(7)	After call work time	NB: hour format is `hh,mmss`
durata_wnr_ag1	int(6)	After call work duration time
durata_coda	int(6)	Queuing duration time
callresult_result	varchar(100)	Exit code id
callresult_result_level_2	varchar(100)	Second level exit code id
callresult_note1	text	Optional Exit code note
callresult_note2	text	Optional Exit code note
durata_hold	int(11)	Hold duration time on agent
calltag_note1	varchar(512)	Optional tagging note
calltag_note2	varchar(512)	Optional tagging note
channel_destination	enum	Transfer destination	`INTERNAL`, `EXTERNAL`, `REMOTE`
call_transfer_from_service	char(30)	`*`
sentiment	int(11)
contact_id	varchar(40)	Contact identifier	UUID read from t4you
contact_username	varchar(255)	Contact username (if internal)
contact_value	varchar(255)	Contact value
contact_type	enum	Contact type	`USER`, `SERVICE`, `SHORT_NUMBER`, `EXTERNAL_ITEM`, `EXTERNAL_ORGANIZATION`, `PERSONAL_ITEM`, `UNKNOWN`, `ANONYMOUS`
contact_lookup_type	enum	Contact lookup result	`SUCCESS`, `MULTIPLE`, `NONE`, `ERROR`
access_list	int(10) unsigned	`*`
abandoned_call_id	char(36)
callback_call_id	char(36)
generico1	varchar(255)	Generic custom data
generico2	varchar(255)	Generic custom data
generico3	varchar(255)	Generic custom data
generico4	varchar(255)	Generic custom data
generico5	varchar(255)	Generic custom data
update_time	timestamp	Last update timestamp

Calls Detail

Table: ast_cdr_YYYYMM

Primary keys: uniqueid, id_node

Field	Type	Description	Note
uniqueid	char(50)	Unique call id (Unix timestamp)
id_node	int(3)	node id	When the call is transferred, multiple records are created with the same uniqueid and increasing id_node values. The value 99 indicates the record relative to the end of the call.
subevent	int(11)	`*`
subevent_digit	char(80)	`*`
current_uniqueid	char(50)	`*`
channel	varchar(255)	Identification of the SIP channel related to the call
dstchannel	varchar(255)	Identifier of the SIP channel to which the call is transferred
datainizio	timestamp	Call start date
datarisposta	timestamp	Call answer date
clid	char(80)	Caller Line IDentification
user_clid	char(50)	Calling TVox user username
sipcallid_clid	varchar(128)	`*`
exten_type_clid	enum	clid exten type	`SIP`, `MCS_SIP`, `MCS_APP`, `EXTERNAL`, `WEBRTC`
exten_clid	char(50)	`*`
access_code	varchar(10)	Call access code
dnis	char(80)	Called number = Direct Number Information Service
user_dnis	char(50)	Username of the called TVox user
sipcallid_dnis	varchar(128)	`*`
exten_type_dnis	enum	dnis exten type	`SIP`, `MCS_SIP`, `MCS_APP`, `EXTERNAL`, `WEBRTC`
exten_dnis	char(50)	`*`
linea	varchar(100)	Identification code of the trunk engaged in the call
durata	int(10)	Total call duration
durata_costo	int(10)	Duration of the call that made the cost
commessa	varchar(1024)	`*`
id_centrale	int(10)	TVox identification code
transfer	char(80)	Telephone number to which the call was transferred
user_transfer	char(50)	Username TVox user to whom the call was transferred
privata	char(50)	Identifies whether a call is private
tipo	char(10)	Type of call	`0`= internal; `1`= outbound; `2`= inbound; `3`= trunk-in-to-trunk-out; `4`= trunk-out-to-trunk-out; `5`= trunk-in-to-trunk-in; `9`= SMS outbound; `11`= FAX internal; `12`= FAX outbound; `13`= FAX inbound;
stato	varchar(100)	call status	`NOANSWER`, `BUSY`, `FAILED`, `ANSWER`, `SUCCESS`, `TIMEOUT`
call_service_status	varchar(100)	Final call status where applicable
webrtc_status_clid	enum	`*`	`OK`, `ERROR_ICE`, `ERROR_DTLS`, `ERROR_MEDIA`, `ERROR_CONNECTIVITY`, `ERROR_BAD_MEDIA`
janus_sessionid_clid	varchar(128)	`*`
janus_handleid_clid	varchar(128)	`*`
webrtc_status_dnis	enum		`OK`, `ERROR_ICE`, `ERROR_DTLS`, `ERROR_MEDIA`, `ERROR_CONNECTIVITY`, `ERROR_BAD_MEDIA`
janus_sessionid_dnis	varchar(128)	`*`
janus_handleid_dnis	varchar(128)	`*`
abilitazione	int(10)	Enable code used for the outgoing call
outbound_route	int(10)	Outbound rule code used for the outgoing call
auth_code	char(50)	Username of the user who called using the authorization code
contatore	int(11)	counter

IVR Calls Detail

Table: ast_ivr_records_bis_yyyymm

Primary keys: idcall, passaggio, nodo, passo

Field	Type	Description
idcall	varchar(50)	Unique call identifier (unix timestamp)
passaggio	timestamp	Transit instant in the IVR node
nodo	int(5)	Node ID
passo	int(5)	Identification of the step in the node
durata	int(11)	Total time spent in the current node
servizio	varchar(30)	Service code associated with the call
ntel	varchar(20)	`*`
digit	varchar(20)	Any Digit selected in the current node
timeout	int(1)	Indicates whether the call has passed the possible timeout period in the node without making any choice
invalid	int(1)	Indicates whether the call registered an invalid choice among those requested in the current node
retry	int(1)	`*`
label	varchar(100)	`*`
action	varchar(10)	Code of the action performed on the current node
qi_evalutation	varchar(100)	Survey ID
qi_service	varchar(30)	Identification of the service associated with the survey
qi_evalutation_min	varchar(100)	Minimum value required by the survey
qi_evalutation_max	varchar(100)	Maximum value required by the survey

Callback Service Calls

Table: ast_calls_callback_yyyymm

Key: id

Field	Type	Description	Note
id	char(36)	Record identifier
score	int(11)	Score of the record, determines its priority and order of display
firstCallId	char(100)	Id of the service call that generated the record
closeCallId	char(100)	Id of the incoming or outgoing call that determined closed the record
service	char(30)	Code of the called service
type	enum	`*`	`IVR`, `WEB`
escalation_time	datetime(4)	`*`
solution_time	datetime(4)	`*`
remove_time	datetime(4)	`*`
contact_uid_generated	varchar(255)	Indexing support column
contact_id	varchar(40)	Uid of the calling contact
contact_username	varchar(255)	Username of the calling internal contact
contact_value	varchar(255)	Caller number for contacts not mapped in the address book
contact_type	enum	Type of the calling contact	`USER`, `SERVICE`, `SHORT_NUMBER`, `EXTERNAL_ITEM`, `EXTERNAL_ORGANIZATION`, `PERSONAL_ITEM`, `UNKNOWN`, `ANONYMOUS`
contact_last_number	varchar(255)	Number of the user's last call
start_time	datetime(4)	Start time of the first callback request
last_received_time	datetime(4)	Instant of the last call received by the customer
last_recall_time	datetime(4)	Moment of the last attempt made by the operator
update_time	datetime(4)	Last update of the callback request
close_time	datetime(4)	Closing moment
owner	varchar(255)	Operator username that is handling the call
owner_retry	int(11)	Number of callback attempts made by operators
user_retry	int(11)	Number of callback attempts made by the contact
status	enum	Status of the callback request	`NEW`, `LOCKED`, `UNLOCKED`, `CLOSED`
closed_result	enum	Reason for closing the record	`SUCCESS`, `DELETED_BY_AGENT`, `EXPIRED`, `RETRY_EXCEEDED`, `CONTACT_RECALL`, `SUCCESS_FROM_ABANDONED`, `DELETED_BY_AGENT_FROM_ABANDONED`
last_recall_result_code	varchar(100)	Result of the last callback made by the operator
last_recall_owner	varchar(255)	Last operator who managed the record
note	text	Notes left by the operator

Abandoned Service Calls

Table: ast_calls_abandoned_yyyymm

Key: id

Field	Type	Description	Note
id	char(36)	Record identifier
score	int(11)	Score of the record, determines its priority and order of display
firstCallId	char(100)	Id of the service call that generated the record
closeCallId	char(100)	Id of the incoming or outgoing call that determined closed the record
service	char(30)	Code of the called service
contact_uid_generated	varchar(255)	Indexing support column
contact_id	varchar(40)	Uid of the calling contact
contact_username	varchar(255)	Username of the calling internal contact
contact_value	varchar(255)	Caller number for contacts not mapped in the address book
contact_type	enum	Type of the calling contact	`USER`, `SERVICE`, `SHORT_NUMBER`, `EXTERNAL_ITEM`, `EXTERNAL_ORGANIZATION`, `PERSONAL_ITEM`, `UNKNOWN`, `ANONYMOUS`
contact_last_number	varchar(255)	Number of the user's last call
start_time	datetime(4)	Start time of the first abandoned call
last_received_time	datetime(4)	Instant of the last call received by the customer
last_recall_time	datetime(4)	Moment of the last attempt made by the operator
update_time	datetime(4)	Last update of the abandoned call
close_time	datetime(4)	Closing moment
owner	varchar(255)	Operator username that is handling the call
owner_retry	int(11)	Number of callback attempts made by operators
user_retry	int(11)	Number of callback attempts made by the contact
status	enum	Status of the abandoned call	`NEW`, `LOCKED`, `UNLOCKED`, `CLOSED`
closed_result	enum	Reason for closing the record	`SUCCESS`, `DELETED_BY_AGENT`, `EXPIRED`, `RETRY_EXCEEDED`, `CONTACT_RECALL`, `SUCCESS_FROM_CALLBACK`, `DELETED_BY_AGENT_FROM_CALLBACK`
last_recall_result_code	varchar(100)	Result of the last callback made by the operator
last_recall_owner	varchar(255)	Last operator who managed the record
note	text	Notes left by the operator

Calls Recordings

Table: smartrec_yyyymm

Key: filewave

Field	Type	Description	Note
data	date	Date of the call
ora	varchar(7)	Time of the call
id_sito	int(11)	`*`
codiceagente	varchar(255)	Agent's username
sito_agente	varchar(10)	`*`
dnis	varchar(20)	Direct Number Information System	called number
clid	varchar(20)	Caller Line Identification	caller number
interno	varchar(32)	Extension where the Agent is logged in
idchiamata	int(11)	`*`
note	text	Notes associated with the call
filewave	varchar(255)	Name of the call recording .wave file
databackup	date	Registration filing date
labelbackup	varchar(50)	Name of the registration archive
durata	int(11)	Duration of registration
tipo	char(1)	Type of call	`I`= Inbound, `O`= Outbound)
dati_esterni	varchar(255)	Data collected by third party applications
callhandle	varchar(255)	Unique identifier for call
callhandle_linked	varchar(255)	`*`
servizio	varchar(50)	Service Code
sito_servizio	varchar(10)	`*`
is_file_moved_on_remote_disk	int(11)	`*`
is_file_removed	int(11)	`*`
type	enum	Call recording type	`SERVICE`, `ON_DEMAND`, `AUTOMATIC`

Outbound Campaign Calls

Table: ast_pd_history_yyyymm

Key: id, item_number, campagna, lista, insert_time

Field	Type	Description	Note
insert_time	timestamp	Instant insertion of the record	unix timestamp
id	int(11) unsigned	Contact identifier read from the ast_pd_interface table
item_number	int(11) unsigned	Contact telephone number of the contact read from the ast_pd_interface table
campagna	int(11) unsigned	Outbound campaign code
lista	int(11) unsigned	List code associated with the Outbound campaign
phone_number	varchar(255)	phone number dialed
stato	int(11)	call status	Initial state: `0` = "record to be processed" - Intermediate states: `1` = "call in progress", `4` = "ringing contact", `5` = "call in management to the queuing service", `10` = "call during distribution to operator / agent" - Final call states: `6` = "successfully completed", `7` = "ended unsuccessfully", `8` = "ended with generic error"
call_result	varchar(20)	Outcome code of the call	`ANSWER` - the contact answered the call; `BUSY` - the contact is busy; `NOANSWER` - the contacted number has not been answered;
tentativi	int(2)	Number of attempts logged for the current contact
dial_sched_time	int(11) unsigned	`*`
call_time	int(11) unsigned	`*`
data	varchar(50)	Data needed for the agent's screen popup which are read from the ast_pd_interface table
canale	varchar(50)	Identifier of the SIP channel from which the call entered
run_id	int(11)	`*`
contact_priority	int(11)	`*`
contact_uuid	varchar(40)	`*`
tentativi_NOANSWER	int(2)	number of attempts that resulted in "call not answered"
tentativi_CANCEL	int(2)	number of attempts that resulted in "Call rejected"
tentativi_BUSY	int(2)	number of attempts that resulted in "Call busy"
tentativi_TVOX_CLOSED	int(2)	number of attempts that resulted in "Call closed by TVox"
tentativi_AMD	int(2)	`not in use`
tentativi_CONGESTION	int(2)	number of attempts that resulted in a failed call due to congestion

Outbound Campaign Status

Table: ast_pd_statocampagna

Primary keys: campagna, lista

Field	Type	Description
campagna	int(10)	Campaign ID
lista	int(11)	List ID
abilitata	tinyint(1)	Campaign 1 enabled, 0 disabled
peso	int(3)	Campaign weight
originate_effettuate	int(11) unsigned	Outbound call executed for the list
originate_effettuate_campagna	int(11) unsigned	Outbound call executed for the campaign
risorse_disponibili_campagna	int(11) unsigned
risorse_presenti_campagna	int(11) unsigned
canali_riservati_campagna int(11) unsigned
canali_utilizzati_campagna	int(11) unsigned
contatti_presenti	int(11) unsigned	Number of entries in the list
contatti_presenti_campagna	int(11) unsigned	Sum of the number of entries in all lists associated to the campaign
contatti_tentati	int(11) unsigned	Number of contacts called for the the list
contatti_tentati_campagna	int(11) unsigned	Sum of the contacts called in all the list associated to the campaign
contatti_in_ring	int(11) unsigned	Number of contacts currently in "ringing" state in the list
contatti_in_ring_campagna	int(11) unsigned	Sum of the contacts currently in "ringing" state in all the list associated to the campaign
contatti_positivi	int(11) unsigned	Number of successfull call in the list
contatti_positivi_campagna	int(11) unsigned	Sum of the contacts successfully contacted in all the list associated to the campaign
contatti_in_conv	int(11) unsigned	Number of contacts currently in "talking" state in the list
contatti_in_conv_campagna	int(11) unsigned	Sum of the contacts currently in "ringing" state in all the list associated to the campaign

Contacts

Table: t4you_global_addressbook

Primary keys: uuid, owner

Field	Type	Description	Note	Default
owner	char(100)	username of the user to whom the contact belongs, if the contact data_source is PERSONAL
uuid	varchar(100)	contact unique id
resource	varchar(255)	`*`
backend_source	varchar(100)	`*`
backend_config_name	varchar(255)	id of the address book to which the contact belongs
uuid_source	varchar(100)	contact id on source
source_origin_type	enum	`*`	`SOURCE_SYNC`, `DIRECT_SYNC`, `T4YOU_USER_AGENT`, `MC0`, `MC1`, `MC2`, `MC3`, `MC1000`, `MC1001`, `MC1002`, `MC1003`, `MC1004`, `MC1005`
vcard_origin	text	`*`
fullname	text	contact full name
data_source	enum	the contact type	`PERSONAL`, `EXTERNAL`, `INTERNAL`	`EXTERNAL`
surname	text	`*`	the contact surname
name	text	the contact name
other_name	text	the contact other name
customer_code	varchar(255)	the contact customer code
company	text	the contact company
department	text	the contact department
street	text	the contact street
city	text	the contact city
district	text	the contact district
cap	text	the contact cap
country	text	the contact country
category	text	the contact category
note	mediumtext	`*`
vip	tinyint(1)	if is a vip contact		0
presence	tinyint(1)	if the contact has enabled presence		0
kind	enum	the contact type	`org`, `location`, `group`, `individual`, `thing`	`individual`
accept_census	tinyint(1)	if contact accept census		1
img_retriver	varchar(50)	`*`
img	varchar(50)	`*`
site	varchar(255)	the contact site
role	varchar(255)	the contact role
groups	text	`*`
persistent_interactions	tinyint(1)	`*`		`1`
company_uuid_source	varchar(100)	source id of the company to which the contact belongs
company_uuid	varchar(100)	id of the company to which the contact belongs
nota_agente	text	note entered by a operator on the contact
nps	int(11)	last nps vote entered by the contact who called
tel_value_1	varchar(255)	contact telephone number
tel_type_1	enum	contact tel_value_1 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_2	varchar(255)	contact telephone number
tel_type_2	enum	contact tel_value_2 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_3	varchar(255)	contact telephone number
tel_type_3	enum	contact tel_value_3 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_4	varchar(255)	contact telephone number
tel_type_4	enum	contact tel_value_4 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_5	varchar(255)	contact telephone number
tel_type_5	enum	contact tel_value_5 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_6	varchar(255)	contact telephone number
tel_type_6	enum	contact tel_value_6 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_7	varchar(255)	contact telephone number
tel_type_7	enum	contact tel_value_7 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_8	varchar(255)	contact telephone number
tel_type_8	enum	contact tel_value_8 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_9	varchar(255)	contact telephone number
tel_type_9	enum	contact tel_value_9 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
tel_value_10	varchar(255)	contact telephone number
tel_type_10	enum	contact tel_value_10 type	`FAX`, `HOME`, `CELL`, `WORK`, `CELL_WORK`, `FAX_WORK`, `FAX_HOME`, `CELL_HOME`, `MAIN`, `OTHER`
mail_value_1	varchar(255)	contact email address
mail_type_1	enum	contact mail_value_1 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_2	varchar(255)	contact email address
mail_type_2	enum	contact mail_value_2 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_3	varchar(255)	contact email address
mail_type_3	enum	contact mail_value_3 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_4	varchar(255)	contact email address
mail_type_4	enum	contact mail_value_4 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_5	varchar(255)	contact email address
mail_type_5	enum	contact mail_value_5 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_6	varchar(255)	contact email address
mail_type_6	enum	contact mail_value_6 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_7	varchar(255)	contact email address
mail_type_7	enum	contact mail_value_7 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_8	varchar(255)	contact email address
mail_type_8	enum	contact mail_value_8 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_9	varchar(255)	contact email address
mail_type_9	enum	contact mail_value_9 type	`INTERNET_WORK`, `INTERNET_HOME`
mail_value_10	varchar(255)	contact email address
mail_type_10	enum	contact mail_value_10 type	`INTERNET_WORK`, `INTERNET_HOME`
web_value_1	text	contact web site
web_type_1	enum	web_value_1 type	`WORK`, `HOME`
web_value_2	text	contact web site
web_type_2	enum	web_value_2 type	`WORK`, `HOME`
web_value_3	text	contact web site
web_type_3	enum	web_value_3 type	`WORK`, `HOME`
custom_1	text	general purpose custom field
custom_2	text	general purpose custom field
custom_3	text	general purpose custom field
custom_4	text	general purpose custom field
custom_5	text	general purpose custom field
custom_6	text	general purpose custom field
custom_7	text	general purpose custom field
custom_8	text	general purpose custom field
custom_9	text	general purpose custom field
custom_10	text	general purpose custom field

Multichannel Contact Relationships

Table: t4you_multichannel_addressbook

Primary keys: channel_id, backend_config_name, channel_data, contact_uuid, contact_owner

Field	Type	Description	Note	Default
channel_id	int(11)	the channel id
channel_data	varchar(255)	channel contact id
contact_owner	varchar(100)	contact owner
contact_uuid	varchar(100)	t4you uuid	`FOREIGN KEY` t4you_global_addressbook
backend_config_name	varchar(255)	backend config name
created_time	timestamp	when it was created
to_delete	tinyint(1)	manages contacts that have been modified and must not be deleted at the new sync		1

Tickets

Table: tickets

Primary keys: id

Foreign keys: group_id, owner_id, customer_id, created_by_id, updated_by_id

Field	Type	Description	Note
id	int(11)	ticket id
group_id	int(11)	the ticket service id	`FOREIGN KEY` groups
owner_id	int(11)	the ticket owner (operator) id	`FOREIGN KEY` users
customer_id	int(11)	the customer id from which the ticket was opened	`FOREIGN KEY` users
state_id	int(11)	the ticket state id	Possible values: `1` - new, `2` - open, `3` - pending reminder, `4` - pending action, `5` - closed, `6` - merged
priority_id	int(11)	the ticket priority id	Possible values: `1` - low, `2` - normal, `3` - high
number	varchar(60)	the ticket number
title	varchar(250)	the ticket title
first_response_at	timestamp(3)	date on which the ticket received the first response
first_response_escalation_at	timestamp(3)	date on which first response SLA expires
first_response_in_min	int(11)	after how many minutes was the first answer given
first_response_diff_in_min	int(11)	minutes difference from the first response SLA
close_at	timestamp(3)	date on which the ticket the ticket was closed
close_escalation_at	timestamp(3)	date on which close SLA expires
close_in_min	int(11)	after how many minutes was closed the ticket
close_diff_in_min	int(11)	minutes difference from the close SLA
update_escalation_at	timestamp(3)	date when update SLA expires
update_in_min	int(11)	after how many minutes was updated the ticket
update_diff_in_min	int(11)	minutes difference from the update SLA
last_contact_at	timestamp(3)	the date of the last operation on the ticket
last_contact_agent_at	timestamp(3)	the date of the last message sent by the operator
last_contact_customer_at	timestamp(3)	the date of the last message sent by the customer
last_owner_update_at	timestamp(3)	the date of the last owner update
create_article_type_id	int(11)	the type of the first ticket article	Possible values: `1` - email `2` - sms `3` - chat `4` - fax `5` - phone `6` - twitter status `7` - twitter direct-message `8` - facebook feed post `9` - facebook feed comment `10` - note `11` - web `12` - telegram personal-message

create_article_sender_id	int(11)	the type of the first ticket article sender	Possible values: `1` - Agent `2` - Customer `3` - System
article_count	int(11)	number of ticket articles
escalation_at	timestamp(3)	the most upcoming SLA date
pending_time	timestamp(3)	the last date the ticket was pending
time_unit	decimal(6,2)	minutes/100 of all article working time (addition of all Ticket Time Accountings)
created_at	datetime	date when ticket was created
updated_at	datetime(3)	last date when ticket was updated
created_by_id	int(11)	the user who created the ticket	`FOREIGN KEY` users
updated_by_id	int(11)	the last user who updated the ticket	`FOREIGN KEY` users
t_custom_01	varchar(120)	general purpose custom field
t_custom_02	varchar(120)	general purpose custom field
t_custom_03	varchar(120)	general purpose custom field
t_custom_04	varchar(120)	general purpose custom field
t_custom_05	varchar(120)	general purpose custom field
t_custom_06	varchar(120)	general purpose custom field
t_custom_07	varchar(120)	general purpose custom field
t_custom_08	varchar(120)	general purpose custom field
t_custom_09	varchar(120)	general purpose custom field
t_custom_10	varchar(120)	general purpose custom field
t_custom_11	varchar(255)	general purpose custom field
t_custom_12	varchar(255)	general purpose custom field
t_custom_13	varchar(255)	general purpose custom field
t_custom_14	varchar(255)	general purpose custom field
t_custom_15	varchar(255)	general purpose custom field
t_custom_16	varchar(255)	general purpose custom field
t_custom_17	varchar(255)	general purpose custom field
t_custom_18	varchar(255)	general purpose custom field
t_custom_19	varchar(255)	general purpose custom field
t_custom_20	varchar(255)	general purpose custom field
t_custom_21	varchar(120)	general purpose custom field
t_custom_22	varchar(120)	general purpose custom field
t_custom_23	varchar(120)	general purpose custom field
t_custom_24	varchar(120)	general purpose custom field
t_custom_25	varchar(120)	general purpose custom field
t_custom_26	varchar(120)	general purpose custom field
t_custom_27	varchar(120)	general purpose custom field
t_custom_28	varchar(120)	general purpose custom field
t_custom_29	varchar(120)	general purpose custom field
t_custom_30	varchar(120)	general purpose custom field
t_custom_31	varchar(120)	general purpose custom field
t_custom_32	varchar(120)	general purpose custom field
t_custom_33	varchar(120)	general purpose custom field
t_custom_34	varchar(120)	general purpose custom field
t_custom_35	varchar(120)	general purpose custom field
t_custom_36	varchar(120)	general purpose custom field
t_custom_37	varchar(120)	general purpose custom field
t_custom_38	varchar(120)	general purpose custom field
t_custom_39	varchar(120)	general purpose custom field
t_custom_40	varchar(120)	general purpose custom field
t_custom_41	varchar(120)	general purpose custom field
t_custom_42	varchar(120)	general purpose custom field
t_custom_43	varchar(120)	general purpose custom field
t_custom_44	varchar(120)	general purpose custom field
t_custom_45	varchar(120)	general purpose custom field
t_custom_46	varchar(120)	general purpose custom field
t_custom_47	varchar(120)	general purpose custom field
t_custom_48	varchar(120)	general purpose custom field
t_custom_49	varchar(120)	general purpose custom field
t_custom_50	varchar(120)	general purpose custom field
t_custom_51	varchar(120)	general purpose custom field
t_custom_52	varchar(120)	general purpose custom field
t_custom_53	varchar(120)	general purpose custom field
t_custom_54	varchar(120)	general purpose custom field
t_custom_55	varchar(120)	general purpose custom field
t_custom_56	varchar(120)	general purpose custom field
t_custom_57	varchar(120)	general purpose custom field
t_custom_58	varchar(120)	general purpose custom field
t_custom_59	varchar(120)	general purpose custom field
t_custom_60	varchar(120)	general purpose custom field
t_custom_61	varchar(120)	general purpose custom field
t_custom_62	varchar(120)	general purpose custom field
t_custom_63	varchar(120)	general purpose custom field
t_custom_64	varchar(120)	general purpose custom field
t_custom_65	varchar(120)	general purpose custom field
t_custom_66	varchar(120)	general purpose custom field
t_custom_67	varchar(120)	general purpose custom field
t_custom_68	varchar(120)	general purpose custom field
t_custom_69	varchar(120)	general purpose custom field
t_custom_70	varchar(120)	general purpose custom field
t_custom_71	varchar(120)	general purpose custom field
t_custom_72	varchar(120)	general purpose custom field
t_custom_73	varchar(120)	general purpose custom field
t_custom_74	varchar(120)	general purpose custom field
t_custom_75	varchar(120)	general purpose custom field
t_custom_76	varchar(120)	general purpose custom field
t_custom_77	varchar(120)	general purpose custom field
t_custom_78	varchar(120)	general purpose custom field
t_custom_79	varchar(120)	general purpose custom field
t_custom_80	varchar(120)	general purpose custom field
t_custom_81	varchar(120)	general purpose custom field
t_custom_82	varchar(120)	general purpose custom field
t_custom_83	varchar(120)	general purpose custom field
t_custom_84	varchar(120)	general purpose custom field
t_custom_85	varchar(120)	general purpose custom field
t_custom_86	varchar(120)	general purpose custom field
t_custom_87	varchar(120)	general purpose custom field
t_custom_88	varchar(120)	general purpose custom field
t_custom_89	varchar(120)	general purpose custom field
t_custom_90	varchar(120)	general purpose custom field
t_custom_91	varchar(120)	general purpose custom field
t_custom_92	varchar(120)	general purpose custom field
t_custom_93	varchar(120)	general purpose custom field
t_custom_94	varchar(120)	general purpose custom field
t_custom_95	varchar(120)	general purpose custom field
t_custom_96	varchar(120)	general purpose custom field
t_custom_97	varchar(120)	general purpose custom field
t_custom_98	varchar(120)	general purpose custom field
t_custom_99	varchar(120)	general purpose custom field
t_custom_date_01	datetime	date general purpose custom field
t_custom_date_02	datetime	date general purpose custom field
t_custom_date_03	datetime	date general purpose custom field
t_custom_date_04	datetime	date general purpose custom field
t_custom_date_05	datetime	date general purpose custom field
t_custom_date_06	datetime	date general purpose custom field
t_custom_date_07	datetime	date general purpose custom field
t_custom_date_08	datetime	date general purpose custom field
t_custom_date_09	datetime	date general purpose custom field
t_custom_date_10	datetime	date general purpose custom field
t_custom_date_11	datetime	date general purpose custom field
t_custom_date_12	datetime	date general purpose custom field
t_custom_date_13	datetime	date general purpose custom field
t_custom_date_14	datetime	date general purpose custom field
t_custom_date_15	datetime	date general purpose custom field
t_custom_date_16	datetime	date general purpose custom field
t_custom_date_17	datetime	date general purpose custom field
t_custom_date_18	datetime	date general purpose custom field
t_custom_date_19	datetime	date general purpose custom field
t_custom_date_20	datetime	date general purpose custom field
t_custom_date_21	datetime	date general purpose custom field
t_custom_date_22	datetime	date general purpose custom field
t_custom_date_23	datetime	date general purpose custom field
t_custom_date_24	datetime	date general purpose custom field
t_custom_date_25	datetime	date general purpose custom field
t_custom_date_26	datetime	date general purpose custom field
t_custom_date_27	datetime	date general purpose custom field
t_custom_date_28	datetime	date general purpose custom field
t_custom_date_29	datetime	date general purpose custom field
t_custom_date_30	datetime	date general purpose custom field
t_custom_date_31	datetime	date general purpose custom field
t_custom_date_32	datetime	date general purpose custom field
t_custom_date_33	datetime	date general purpose custom field
t_custom_date_34	datetime	date general purpose custom field
t_custom_date_35	datetime	date general purpose custom field
t_custom_date_36	datetime	date general purpose custom field
t_custom_date_37	datetime	date general purpose custom field
t_custom_date_38	datetime	date general purpose custom field
t_custom_date_39	datetime	date general purpose custom field
t_custom_date_40	datetime	date general purpose custom field
t_custom_date_41	datetime	date general purpose custom field
t_custom_date_42	datetime	date general purpose custom field
t_custom_date_43	datetime	date general purpose custom field
t_custom_date_44	datetime	date general purpose custom field
t_custom_date_45	datetime	date general purpose custom field
t_custom_date_46	datetime	date general purpose custom field
t_custom_date_47	datetime	date general purpose custom field
t_custom_date_48	datetime	date general purpose custom field
t_custom_date_49	datetime	date general purpose custom field

Ticket Groups

Table: groups

Primary keys: id

Foreign keys: created_by_id, updated_by_id

Field	Type	Description	Note	Default
id	int(11)	the group id
email_address_id	int(11)	email address for incomig tickets
name	varchar(160)	the group name
follow_up_possible	varchar(100)	if follow up is enabled		`yes`
follow_up_assignment	tinyint(1)	follwo up assignment value		`1`
active	tinyint(1)	if group is active		1
created_at	datetime	creation date
updated_at	datetime(3)	last update date
created_by_id	int(11)	the user who created the group	`FOREIGN KEY` users
updated_by_id	int(11)	the last user who updated the group	`FOREIGN KEY` users

Ticket Time Accountings

Table: ticket_time_accountings

Primary keys: id

Foreign keys: ticket_id, ticket_article_id, created_by_id

Field	Type	Description	Note
id	int(11)	time accounting unique id
ticket_id	int(11)	ticket id	`FOREIGN KEY` tickets
ticket_article_id	int(11)	ticket article id	`FOREIGN KEY` ticket_articles
time_unit	decimal(6,2)	working time spent on the article (secods/100)
created_at	datetime	creation date
updated_at	datetime(3)	last update date
created_by_id	int(11)	the user who created the time accounting	`FOREIGN KEY` users

Ticket Groups Users

Table: groups_users

Foreign keys: user_id, group_id

Field	Type	Description	Note	Default
user_id	int(11)	user id	`FOREIGN KEY` users
group_id	int(11)	group id	`FOREIGN KEY` groups

Ticket Links

Table: links

Primary keys: id

Field	Type	Description	Note
id	int(11)	link id
link_type_id	int(11)	link type	Possible values: `1` - normal, `2` - parent, `3` - child
link_object_source_id	int(11)	link source type
link_object_source_value	int(11)	link source
link_object_target_id	int(11)	link target type
link_object_target_value	int(11)	link target
created_at	datetime	creation date
updated_at	datetime(3)	last update date

Ticket Link Objects

Table: link_objects

Primary keys: id

Field	Type	Description	Default
id	int(11)	link objects id
name	varchar(250)	link object name
active	tinyint(1)	if link objects is enabled	`1`
created_at	datetime	creation date
updated_at	datetime(3)	last update date

Ticket Articles

Table: ticket_articles

Primary keys: id

Foreign keys: ticket_id, created_by_id, updated_by_id

Field	Type	Description	Note	Default
id	int(11)	icket article id
ticket_id	int(11)	id of associated ticket	`FOREIGN KEY` tickets
sender_id	int(11)	sender type id	Possible values: `1` - Agent, `2` - Customer, `3` - System
type_id	int(11)	article tipe id	Possible values: `1` - email, `2` - sms, `3` - chat, `4` - fax, `5` - phone, `6` - twitter status, `7` - twitter direct-message, `8` - facebook feed post, `9` - facebook feed comment, `10` - note, `11` - web, `12` - telegram personal-message
from	varchar(3000)	the email address, and, optionally, the name of the author
to	varchar(3000)	the email address, and optionally name of the message recipient
cc	varchar(3000)	carbon copyin
subject	varchar(3000)	a brief summary of the topic of the message
reply_to	varchar(300)	address should be used to reply to the message
message_id	varchar(3000)	an automatic-generated field to prevent multiple deliveries and for reference in in_reply_to
in_reply_to	varchar(3000)	message-id of the message this is a reply to, used to link related messages together, this field only applies to reply messages
content_type	varchar(20)	the message content type		`text/plain`
references	varchar(3200)	message-id of the message this is a reply to, and the message-id of the message the previous reply was a reply to, etc.

body	longtext	the message body
internal	tinyint(1)	id is internal article		`0`
created_at	datetime	creation date
updated_at	datetime(3)	last update date
created_by_id	int(11)	the user who created the article	`FOREIGN KEY` users
updated_by_id	int(11)	the last user who updated the article	`FOREIGN KEY` users

Ticket Users

Table: users

Primary keys: id

Foreign keys: created_by_id, updated_by_id

Field	Type	Description	Note	Default
id	int(11)	users id
firstname	varchar(100)	first name
lastname	varchar(100)	last name
email	varchar(255)	email
web	varchar(100)	web site
phone	varchar(100)	phone number
fax	varchar(100)	fax number
mobile	varchar(100)	mobile phone number
department	varchar(200)	department
street	varchar(120)	street address
zip	varchar(100)	postal code
city	varchar(100)	city
country	varchar(100)	country
address	varchar(500)	address
vip	tinyint(1)	if is vip user		0
verified	tinyint(1)	if user is verified		0
active	tinyint(1)	if user is enabled		1
created_at	datetime	creation date
updated_at	datetime(3)	last update date
created_by_id	int(11)	the user who created the user	`FOREIGN KEY` users
updated_by_id	int(11)	the last user who updated the user	`FOREIGN KEY` users
t_custom_01	varchar(120)	general purpose custom field
t_custom_02	varchar(120)	general purpose custom field
t_custom_03	varchar(120)	general purpose custom field
t_custom_04	varchar(120)	general purpose custom field
t_custom_05	varchar(120)	general purpose custom field
t_custom_06	varchar(255)	general purpose custom field
t_custom_07	varchar(255)	general purpose custom field
t_custom_08	varchar(255)	general purpose custom field
t_custom_09	varchar(255)	general purpose custom field
t_custom_10	varchar(255)	general purpose custom field

Schema Types

This section documents the schema types of the TVox Data Model API.

Basic knowledge

Syntax	Description
`Type!`	Type object is required
`[Type]`	List of Type objects
`[Type]!`	List of Type objects where at least one element is required, but this element can be `null`
`[Type!]!`	List of Type objects where at least one element is required and this element can not be `null`

Query

List of queries to retrieve statistical data.

Field	Type	Description
inboundCall	[InboundInteraction!]	Get Inbound Service Call by ID. Result is the inbound interaction with the given ID.
id	String!	Call ID
inboundCalls	[InboundInteraction!]!	Search Inbound Service Calls. Result is the list of calls that respect search criteria.
search	SearchInteraction!	Object containing search criterias
sorting	SortingInboundInteraction	The sort field and direction
pagination	Pagination	The pagination limit and offset
inboundCallsCount	Int!	Count Inbound Service Calls. Result is the 32-bit positive integer counting searched calls.
search	SearchInteraction!	The object containing search criterias
inboundCallsCountGroup	[InteractionCountGroup!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	SearchInteraction!	The search criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
inboundCallsCountGroups	[[InteractionCountGroup!]!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	[SearchInteraction!]!	A list of criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
outboundCall	[OutboundInteraction!]	Get Outbound Service Call by ID. Result is the outbound interaction with the given ID.
id	String!	Call ID
outboundCalls	[OutboundInteraction!]!	Search Outbound Service Calls. Result is the list of calls that respect search criteria.
search	SearchOutboundInteraction!	The object containing search criterias
sorting	SortingInboundInteraction	The sort field, default is ID
pagination	Pagination	The pagination limit and offset
outboundCallsCount	Int!	Count Outbound Service Calls. Result is the 32-bit positive integer counting searched calls.
search	SearchOutboundInteraction!	The object containing search criterias
outboundCallsCountGroup	[InteractionCountGroup!]!	Group and count calls by Operator, Contact, organization or Service. Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	SearchOutboundInteraction!	The search criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
outboundCallsCountGroups	[[InteractionCountGroup!]!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	[SearchOutboundInteraction!]!	A list of criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
inboundVideoCall	[InboundInteraction!]	Get Inbound Service Video Call by ID. Result is the video call interaction with the given ID.
id	String!	Call ID
inboundVideoCalls	[InboundInteraction!]!	Search Inbound Service Video Calls. Result is the list of video calls that respect search criteria.
search	SearchInteraction!	The object containing search criterias
sorting	SortingInboundInteraction	The sort field, default is ID
pagination	Pagination	The pagination limit and offset
inboundVideoCallsCount	Int!	Count Inbound Service Video Calls. Result is the 32-bit positive integer counting searched video calls.
search	SearchInteraction!	The object containing search criterias
inboundVideosCountGroup	[InteractionCountGroup!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	SearchInteraction!	The search criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
inboundVideosCountGroups	[[InteractionCountGroup!]!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	[SearchInteraction!]!	A list of criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
inboundChat	[InboundInteraction!]	Get Inbound Service Chat by ID. Result is the chat interaction with the given ID.
id	String!	Chat ID
inboundChats	[InboundInteraction!]!	Search Inbound Service Chats. Result is the list of chats that respect search criteria.
search	SearchInteraction!	The object containing search criterias
sorting	SortingInboundInteraction	The sort field, default is ID
pagination	Pagination	The pagination limit and offset
inboundChatsCount	Int!	Count Inbound Service Chats. Result is the 32-bit positive integer counting searched chats.
search	SearchInteraction!	The object containing search criterias
inboundChatsCountGroup	[InteractionCountGroup!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	SearchInteraction!	The search criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
inboundChatsCountGroups	[[InteractionCountGroup!]!]!	Group and count calls by Operator, Contact, organization, Service or Skillset. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	[SearchInteraction!]!	A list of criterias include time window (year, month)
sorting	SortingGroupingEntity	The sort field
ticket	Ticket	Get a ticket by ID. Result a ticket with given id if exists.
id	String!	Ticket ID
tickets	[Ticket!]!	Search tickets. Result is the list of tickets that respect search criteria.
search	SearchTicket!	The object containing search criterias
sorting	SortingTicket	The sort field
pagination	Pagination	The pagination limit and offset
ticketsCount	Int!	Count Tickets. Result is the 32-bit positive integer counting searched Tickets.
search	SearchTicket!	the object containing search criterias
ticketsCountGroup	[InteractionCountGroup!]!	Group and count tickets by Operator, Contact, organization or Service. Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	SearchTicket!	The search criterias
sorting	SortingGroupingEntity	The sort field.
ticketsCountGroups	[[InteractionCountGroup!]!]!	Group and count tickets by Operator, Contact, organization or Service. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of tickets associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity
search	[SearchTicket!]!	A list of search criterias
sorting	SortingGroupingEntity	The sort field.
ticketArticles	[TicketArticle!]!	Search through ticket articles. Result is the list of tickets that respect search criteria.
search	SearchTicketArticle!	The object containing search criterias
sorting	SortingTicketArticle	The sort field
pagination	Pagination	The pagination limit and offset
ticketArticlesCount	Int!	Count tickets articles. Result is the 32-bit positive integer counting searched tickets articles.
search	SearchTicketArticle!	The object containing search criterias
ticketArticlesCountGroup	[TicketArticleCountGroup!]!	Group and count ticket articles by Operator, Contact, organization or Service. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of tickets associated with the grouping entity.
groupBy	GroupingEntity!	The grouping entity [USER, CUSTOMER, ORGANIZATION, SERVICE]
search	SearchTicketArticle!	The search criterias
sorting	SortingGroupingEntity	The sort field.
ivrNodeInteractions	[IvrNodeInteraction!]!	Search IVR Node Interactions. Result is the list of IvrNodeInteractions that respect search criteria.
search	SearchIvrNodeInteraction!	The object containing search criterias
sorting	SortingIvrNodeInteraction	The sort field, default is callId
pagination	Pagination	The pagination limit and offset
ivrNodeInteractionCount	Int!	Count IVR Node Interactions. Result is the 32-bit positive integer counting searched IVR Node Interactions.
search	SearchIvrNodeInteraction!	The object containing search criterias
ivrNodeInteractionCountGroup	[IvrInteractionCountGroup!]!	Group and count IVR Node Interactions by Node, IvrService. Result is a list of objects where groupByEntity is the grouping entity and count is the number of calls associated with the grouping entity.
groupBy	IvrGroupingEntity!	The grouping entity
search	SearchIvrNodeInteraction!	The search criterias
sorting	IvrSortingGroupingEntity	The sort field
ivrNodeInteractionCountGroups	[[IvrInteractionCountGroup!]!]!	Group and count IVR Node Interactions by Contact, organization or Service. Result is, for each request search object, a list of objects where groupByEntity is the grouping entity and count is the number of IVR Node Interactions associated with the grouping entity.
groupBy	IvrGroupingEntity!	The grouping entity
search	[SearchIvrNodeInteraction!]!	A list of search criterias
sorting	IvrSortingGroupingEntity	The sort field
PowerDialerCampaignSummary	[PowerDialerCampaignSummary!]	search Power Dialer Summary
search	SearchPowerDialerCampaignSummary!	A list of search criterias
sorting	SortPowerDialerCampaignSummary	The sort field
pagination	Pagination	The pagination limit and offset
PowerDialerCampaignAnalytic	[PowerDialerCampaignAnalytic!]	Power dialer campaign analytical report
search	SearchPowerDialerCampaignAnalytic!	A list of search criterias
sorting	SortPowerDialerCampaignAnalytic	The sort field
pagination	Pagination	The pagination limit and offset
PowerDialerCampaignStatus	[PowerDialerCampaignStatus!]	Power dialer global campaing status
search	SearchPowerDialerCampaignStatus!	A list of search criterias
sorting	SortPowerDialerCampaignStatus	The sort field
pagination	Pagination	The pagination limit and offset
multiChannelSummary	[AgentInteractionCountGroup!]!	Search through Agents interactions. Result is the list of Agents interactions that respect search criteria.
search	SearchMultiChannelAgentInteraction!	The object containing search criterias
groupBy	GroupingEntity	The grouping entity by wich group multi-channel interactions
statusGroupBy	GroupingEntity	The grouping entity by wich group each multi-channel interactions status
addressBookContact	AddressBookContact	Get an AddressBookContact by ID. Result an AddressBookContact with given id if exists.
uuid	String!	AddressBook contact ID
addressBookContacts	[AddressBookContact!]!	Search AddressBookContacts. Result is the list of AddressBookContacts that respect search criteria.
search	SearchAddressBookContact!	the object containing search criterias
sorting	SortingAddressBookContact	the sort field, default is UUID
pagination	Pagination	the pagination limit and offset
addressBookContactCount	Int!	Count AddressBookContacts. Result is the 32-bit positive integer counting searched AddressBookContacts.
search	SearchAddressBookContact!	The object containing search criterias
serviceStatus	[ServiceStatus]!	Status and load of services, in the current day (data is reset at midnight of each day)
search	SearchServiceStatus!	The object containing search criterias
pagination	Pagination	the pagination limit and offset
advancedQuery	[OrderedMap!]!	Advanced query for TVox(_phone_, _video_, _chat_), Support and Addressbook. See the complete documentation for model details and query limitations. Result is represented by a list of objects where the keys are the names of the selected fields and values are strings. Update, insert or delete actions are not allowed.
type	AdvancedQueryType!	Is used to select query source between TVox, Support and Addressbook
query	String!	Is a string containing the advanced query to be executed
login	String	login through username and password
username	String!	username
password	String!	password
abandonedCall	AbandonedCall	Get an abandoned call by call id. Returns the abandoned call with the given call id.
callID	String!	Call ID
abandonedCalls	[AbandonedCall!]!	Search abandoned calls Returns the list of abandoned calls that respects the search criteria
search	SearchAbandonedCall!	Object containing search criterias
sorting	AbandonedCallSorting	The sort field and direction
pagination	Pagination	The pagination limit and offset
abandonedCallsCount	Int!	Count abandoned calls Result is the 32-bit positive integer count of the searched abandoned calls
search	SearchAbandonedCall!	The object containing search criterias

Mutation

Field	Argument	Type	Description
createUserPrefiltrationQuery		Int
userName		String!
method		String!
query		DatamodelQuery!

Objects

AbandonedCall

The AbandonedCall type representa a single abandoned call

Field	Type	Description
callId	String!	Id of the service call that generated the record
score	Int	Score of the record, determines its priority and order of display
closeCallId	String	Id of the incoming or outgoing call that caused the record to be closed
service	ServiceDescription!	Service code and description
contact	AddressBookContact	Caller details
user	AddressBookContact	The user that is managing the abandoned call
startTime	Time!	Call start time
closeTime	Time	Abandoned call entry close time
status	AbandonedCallStatusEnum!	Entry management status
closeResult	AbandonedCallCloseResult	Entry close result
note	String	Note wrote bye the agents

AddressBookContact

The AddressBookContact type represents a single contact from an address-book

Field	Type	Description
uuid	String	the `uuid` represents the uuid of an addressbook contact
fullName	String	the `fullName` represents the full name of an addressbook contact
name	String	the `name` represents the name of an addressbook contact
surname	String	the `surname` represents the surname of an addressbook contact
userName	String	the `userName` represents the tvox username of an addressbook contact
contactType	AddressBookContactType	the `contactType` represents the contact type of an addressbook contact
otherName	String	the `otherName` represents the other Name of an addressbook contact
organization	AddressBookContactBase	the `organization` represents the organization of an addressbook contact
department	String	the `department` represents the department of an addressbook contact
address	[AddressBookContactAdress!]	The `AddressBookContactAdress` type represents an adressbook contact phisical adress
customerCode	String	the `customerCode` represents the customer code of an addressbook contact
category	String	the `category` represents the category of an addressbook contact
note	String	the `note` represents the note of an addressbook contact
vip	Boolean	the `vip` if the contact is vip one
nps	Int	the `nps` represents the last nps vote entered by the contact
role	String	the `role` represents the role of an addressbook contact
tel	[AddressBookTel!]	the `tel` represents the tel of an addressbook contact
mail	[AddressBookMail!]	the `mail` represents the mail of an addressbook contact
web	[AddressBookWeb!]	the `web` represents the web of an addressbook contact
site	String	the `site` represents the site of an addressbook contact
operatorNote	OperatorNote	the `operatorNote` represents the operatorNote of an addressbook contact
custom_1	String	general purpouse custom field
custom_2	String	general purpouse custom field
custom_3	String	general purpouse custom field
custom_4	String	general purpouse custom field
custom_5	String	general purpouse custom field
custom_6	String	general purpouse custom field
custom_7	String	general purpouse custom field
custom_8	String	general purpouse custom field
custom_9	String	general purpouse custom field
custom_10	String	general purpouse custom field

AddressBookContactAdress

The AddressBookContactAdress type represents an adressbook contact phisical adress

Field	Type	Description
street	String	the `street` represents the street of an addressbook contact
city	String	the `city` represents the city of an addressbook contact
district	String	the `district` represents the district of an addressbook contact
cap	String	the `cap` represents the cap of an addressbook contact
country	String	the `country` represents the country of an addressbook contact
type	AddressBookAddressType	type
extended	String	extended

AddressBookContactBase

Field	Argument	Type	Description
uuid		String	uuid of an addressbook contact
fullName		String	fullName of an addressbook contact

AddressBookMail

The AddressBookMail type represents an adressbook contact email and its type

Field	Type	Description
value	String	The `value` type represents an adressbook contact email
type	AddressBookMailType	The `type` type represents an adressbook contact email type
note	String	The `note` represents an adressbook contact email note

AddressBookTel

The AddressBookTel type represents an adressbook contact telephone number and its type

Field	Type	Description
value	String	The `value` type represents an adressbook contact telephone number
type	AddressBookTelType	The `type` type represents an adressbook contact telephone number type
note	String	The `note` represents an adressbook contact telephone number note

AddressBookWeb

The AddressBookWeb type represents an adressbook contact web site and its type

Field	Type	Description
value	String	The `type` type represents an adressbook contact web
type	AddressBookWebType	The `type` type represents an adressbook contact web type
note	String	The `note` represents an adressbook contact web note

AgentInteractionCountGroup

AgentInteractionCountGroup represents grouping count of a certain entity

Field	Type	Description
groupByEntity	GroupByEntity!	the grouping entity
totalInboundInteractions	Int!	The number of total interactions for selected group entity
answeredInboundInteractions	Int!	The number of answered interactions for selected group entity
notAnsweredInboundInteractions	Int!	The number of not answered interactions for selected group entity
sessionTime	Int!	The session time in seconds time difference beetween [login - logout] or [from date - logout] or [login - to date]
call	ChannelStatusSummary!	call channel status summary
callback	ChannelStatusSummary!	callback channel status summary
video	ChannelStatusSummary!	video channel status summary
support	ChannelStatusSummary!	support channel status summary
liveHelp	ChannelStatusSummary!	liveHelp channel status summary
chat	ChannelStatusSummary!	chat channel status summary
whatsappTwilio	ChannelStatusSummary!	whatsappTwilio channel status summary
customChannel1	ChannelStatusSummary!	customChannel1 channel status summary
customChannel2	ChannelStatusSummary!	customChannel2 channel status summary
customChannel3	ChannelStatusSummary!	customChannel3 channel status summary

CallAbilitation

Field	Type	Description
id	Int!	Call abilitation id
description	String!	Call abilitation description
enabled	Boolean!	Call abilitation enable flag

CallResult

The CallResult type represents call result data

Field	Type	Description
resultLevel1	String	1st level call result (exit code)
resultLevel2	String	2nd level call result (exit code)
note1	String	1st level call result (exit code) note
note2	String	2nd level call result (exit code) note

CallTag

The CallTag type represents call tagging data

Field	Argument	Type	Description
note1		String	1st call tagging note
note2		String	2nd call tagging note

ChannelStatusSummary

Field	Type	Description
totalInboundInteractions	Int!	The number of total inbound interactions for given channel
answeredInboundInteractions	Int!	The number of answered interactions for given channel
notAnsweredInboundInteractions	Int!	The number of not answered interactions for given channel
booked	Int!	Total amount of time (seconds) spent in booked status
busy	Int!	Total amount of time (seconds) spent in busy status
notLogged	Int!	Total amount of time (seconds) spent in not logged status
notReady	Int!	Total amount of time (seconds) spent in not ready status
notReadyBusy	Int!	Total amount of time (seconds) spent in not ready busy status
ready	Int!	Total amount of time (seconds) spent in ready status
workNotReady	Int!	Total amount of time (seconds) spent in wn status
GroupedChannelStatusSummary	[GroupedChannelStatusSummary]	Grouped channel status summary

ContactLookup

Field	Type	Description
value	String	Contact lookup up value
type	ContactType	Contact type
lookupType	ContactLookupType	Contact lookup type

GenericFields

The GenericFields type represents generic fields data

Field	Type	Description
generic1	String	Generic custom data 1
generic2	String	Generic custom data 2
generic3	String	Generic custom data 3
generic4	String	Generic custom data 4
generic5	String	Generic custom data 5

GroupedChannelStatusSummary

Field	Type	Description
groupByEntity	GroupByEntity!	the grouping entity
totalInboundInteractions	Int!	The number of total inbound interactions for given channel
answeredInboundInteractions	Int!	The number of answered interactions for given channel
notAnsweredInboundInteractions	Int!	The number of not answered interactions for given channel
booked	Int!	Total amount of time (seconds) spent in booked status
busy	Int!	Total amount of time (seconds) spent in busy status
notLogged	Int!	Total amount of time (seconds) spent in not logged status
notReady	Int!	Total amount of time (seconds) spent in not ready status
notReadyBusy	Int!	Total amount of time (seconds) spent in not ready busy status
ready	Int!	Total amount of time (seconds) spent in ready status
workNotReady	Int!	Total amount of time (seconds) spent in wn status

IVRNodeDescription

Field	Argument	Type	Description
id		Int	IVR node id
description		String	IVR node description

InboundInteraction

The InboundInteraction type represents a single inbound interaction step (call, video call and chat).

Field	Type	Description
id	String!	Unique identifier
step	Int!	Number of the interaction step. Each interaction can be composed of several steps (N), sorted from the most recent (0) to the oldest (N-1).
user	AddressBookContact	User who was called
exten	String	User's logged exten
organization	AddressBookContact	Organization
SIPChannel	String	SIP channel identifier
skillset	SkillsetDescription	Skillset descriptoion
cli	String	Caller Line Identification (Calling number)
dnis	String	Direct Number Information System (Called number)
startTime	Time	Start time
distributionTime	Time	Distribution time
status	Status	Status
transferedTo	TransferTo	Service or number to which the interaction was transferred
answerByUserTime	Time	Answer time by user
waitDurationOnUser	Int!	Ringing time on user
durationOnUser	Int!	Connection time with user
endTime	Time	End time
waitDuration	Int!	Waiting duration time in IVR
totalDuration	Int!	Total duration time in the system
service	ServiceDescription	Service code
popup	Popup	Popup
context	Context	Time context
SIPCallId	String	SIP call identifier (only for calls)
servicePriority	Int!	Service priority
multiChannel	MultiChannel!	Multichannel
IVRLabel	String	IVR node label
interviewService	String	Interview (Survey) service code
smartrec	String	Recording file (only for calls)
data	String	Additional data
queueTime	Time	Queueing time
queueDuration	Int!	Queueing duration time
wnrOnUserTime	Time	WNR (after interaction work) time
wnrDurationOnUser	Int!	WNR (after interaction work) duration time
callResult	CallResult	Call result (exit code)
holdDuration	Int!	Hold duration time on user
callTag	CallTag	Call tagging
channelDestination	ChannelDestinationType	Channel destination of transfer
sentiment	Int!	Customer sentiment code
contact	AddressBookContact	Contact
contactLookup	ContactLookup	ContactLookup status
censusResult	CensusResult	Contact censur result
abandonedCall	String	Linked abandoned call id
callbackCall	String	Linked callback call id
generic	GenericFields	Generic custom data
lastUpdateTime	Time!	Last update time
knowledgeBaseUse	KnowledgeBaseUse	How the knowledge base was used to manage the request

InteractionCountGroup

InteractionCountGroup represents grouping count of a certain entity

Field	Argument	Type	Description
groupByEntity		GroupByEntity!	the grouping entity
count		Int!	the count of entities

IvrAction

Field	Argument	Type	Description
action		String	ivr action
description		String	ivr action description

IvrInteractionCountGroup

IvrInteractionCountGroup represents grouping count of a certain entity

Field	Type	Description
groupByEntity	IvrInteractionGroupEntity!	the grouping entity
count	Int!	the count of entities
duration	Int!	the duration sum of ivr interactions result

IvrNode

Field	Type	Description
id	Int	IVR node id
description	String	Description of the IVR node
options	String	IVR node options
internalVariable	String	IVR node internal variable
nodeStepSelection0	Int	node step selection 0
nodeStepSelection1	Int	node step selection 1
nodeStepSelection2	Int	node step selection 2
nodeStepSelection3	Int	node step selection 3
nodeStepSelection4	Int	node step selection 4
nodeStepSelection5	Int	node step selection 5
nodeStepSelection6	Int	node step selection 6
nodeStepSelection7	Int	node step selection 7
nodeStepSelection8	Int	node step selection 8
nodeStepSelection9	Int	node step selection 9
nodeStepSelectionAsterisk	Int	node step selection asterisk
nodeStepSelectionpound	Int	node step selection pound
invalidMsg	String	invalid message
invalidNodeStep	Int	invalid node step
timeoutTime	Int	timeout time
timeoutMsg	String	timeout message
timeoutNodeStep	Int	timeout node step
retryNumber	Int	retry number
retryMsg	String	retry message
retryNodeStep	Int	retry node step
passerbyNumDigit	Int	passerby num digit
passerby	Boolean	passerby
reportNoSelection	Boolean	report no selection
type	String	type

IvrNodeInteraction

The IvrNodeInteraction type represents a single inbound IVR node interaction.

Field	Type	Description
callId	String	Unique id of the call associated with this IVR node interaction
node	IvrNode	IVR node number if positive number the IVR node is a standard one otherwise is a custom one
step	Int	IVR node step
version	String	IVR node step version
action	IvrAction	IVR node executed action
name	String	IVR node step name
label	String	IVR node label
description	String	IVR node step description
startAt	Time	the IVR node interaction start time
duration	Int	Overall duration of the this IVR node interaction
IvrService	IvrService	IVR service associated with this IVR node interaction
contact	AddressBookContact	Caller of the call associated with this IVR interaction
digit	String	Digit with which this IVR node was reached
timeout	Boolean	true if this IVR node was reached because time out
invalid	Boolean	true if this IVR node was reached because an invalid choice was made
retry	Boolean	true if this IVR node was reached due to too many retries
phoneNumber	String	telephone number
custom01	String	custom01
custom02	String	custom02
custom03	String	custom03
custom04	String	custom04
custom05	String	custom05
custom06	String	custom06
custom07	String	custom07
custom08	String	custom08
custom09	String	custom09
custom10	String	custom10
custom11	String	custom11
custom12	String	custom12
custom13	String	custom13
custom14	String	custom14
custom15	String	custom15
custom16	String	custom16
custom17	String	custom17
custom18	String	custom18
custom19	String	custom19
custom20	String	custom20

IvrService

Field	Type	Description
id	String	IVR service id
options	String	IVR service options
escapeKey	String	IVR service escape key
invalidMsg	String	IVR service invalid message
invalidNode	Int	IVR service invalid node
invalidStep	Int	IVR service invalid step
timeoutTime	Int	IVR service timeout time
timeoutMsg	String	IVR service timeout message
timeoutNode	Int	IVR service timeout Node
timeoutStep	Int	IVR service timeout step
retryNumber	Int	IVR service retry number
retryMsg	String	IVR service retry msg
retryNode	Int	IVR service retry nodo
retryStep	Int	IVR service retry step
passerby	Boolean	IVR service passer by enabled
passerbyNumDigit	Int	IVR service passer by num digit
node	IVRNodeDescription	IVR service node description

Locale

Locale represents a text and its language

Field	Argument	Type	Description
locale		String!	language
translation		String!	text

MultiChannel

The MultiChannel type represents multichannel data

Field	Type	Description
type	MultiChannelType!	Multichannel type
session	String	Multichannel session id
text	String	Multichannel additional data
description	String	Multichannel description

OperatorNote

The OperatorNote type represents a note written by a TVox operator on an address book contact

Field	Type	Description
value	String	The `value` is the written note
lastUpdateTime	Time	The `lastUpdateTime` is the date when the note was updated last time
lastUpdateUser	AddressBookContactBase	The `lastUpdateUser` is the TVox operatr who updated the note

OutboundInteraction

The OutboundInteraction type represents a single outbound interaction step (call).

Field	Type	Description
id	String!	Unique identifier
step	Int!	Number of the interaction step. Each interaction can be composed of several steps (N), sorted from the most recent (0) to the oldest (N-1).
user	AddressBookContact	User who called
exten	String	User's logged exten
organization	AddressBookContact	Organization
SIPChannel	String	SIP channel identifier
cli	String	Caller Line Identification (Calling number)
dnis	String	Direct Number Information System (Called number)
startTime	Time	Start time
distributionTime	Time	Distribution time
status	Status	Status
transferedTo	String	Service or number to which the interaction was transferred
answerByUserTime	Time	Answer time by user
waitDurationOnUser	Int!	Ringing time on user
durationOnUser	Int!	Connection time with user
endTime	Time	End time
waitDuration	Int!	Waiting duration time in IVR
totalDuration	Int!	Total duration time in the system
service	ServiceDescription	Service code
popup	Popup	Popup
context	Context	Time context
SIPCallId	String	SIP call identifier (only for calls)
servicePriority	Int!	Service priority
multiChannel	MultiChannel!	Multichannel
IVRLabel	String	IVR node label
interviewService	String	Interview (Survey) service code
smartrec	String	Recording file (only for calls)
data	String	Additional data
queueTime	Time	Queueing time
queueDuration	Int!	Queueing duration time
wnrOnUserTime	Time	WNR (after interaction work) time
wnrDurationOnUser	Int!	WNR (after interaction work) duration time
callResult	CallResult	Call result (exit code)
holdDuration	Int!	Hold duration time on user
callTag	CallTag	Call tagging
channelDestination	ChannelDestinationType	Channel destination of transfer
sentiment	Int!	Customer sentiment code
contact	AddressBookContact	Contact
contactLookup	ContactLookup	ContactLookup status
abandonedCall	String	Linked abandoned call id
callbackCall	String	Linked callback call id
generic	GenericFields	Generic custom data
lastUpdateTime	Time!	Last update time
knowledgeBaseUse	KnowledgeBaseUse	How the knowledge base was used to manage the request

The Popup type represents popup data

Field	Type	Description
type	PopupType!	Popup type (EXE or WEB)
result	String	Popup result
info	String	Additional information collected by IVR or third party applications. The individual information is separated by the special character "\|".

PowerDialerCampaign

Field	Type	Description
id	Int!	Unique numeric identifier assigned to the campaign being created
name	String!	Power dialer name/description
enabled	Boolean!	Power dialer enabled flag
openFrom	Time!	Power dialer start date
openTo	Time!	Power dialer end Date
priority	Int!	Priority assigned to the current campaign (1 = high, 10 = low). The value assigned takes on significance in situations in which contemporary campaigns are operated and affects the degree of occupation of the telephone channels with which TVox Communication processes campaign contacts.
service	ServiceDescription	'Outbound Power Dialing' or 'IVR' type service associated with the current campaign. The number of PRESENT or AVAILABLE resources that allows the campaign to be carried out is calculated on this Service.
abilitation	CallAbilitation	Indicates which authorization for outbound calls is assigned to the current campaign by the Power Dialing system
list	[PowerDialerList]!	Power dialer list

PowerDialerCampaignAnalytic

Power dialer campaign analytical report

Field	Type	Description
service	ServiceDescription!	service
totalCalls	Int!	Proposed calls to the agent. Total equal to the sum of answered and unanswered calls
answeredCalls	Int!	Call answered
notAnsweredCalls	Int!	Missed calls
totalRingTime	Int!	Total ring time on the agent
averageRingTime	Int!	Average ring time
totalConnectedTime	Int!	Total conversation time with the agent
averageConnectedTime	Int!	Average conversation time
maximumConnectedTime	Int!	Maximum conversation time
totalHoldTime	Int!	Total time of calls put on hold
averageHoldTime	Int!	Average time of calls put on hold
averageHandledTime	Int!	Average call handling time. It is equal to the sum of the ring, conversation and waiting times of all calls presented to the agent Average Handled Time

PowerDialerCampaignStatus

Power dialer campaign global status

Field	Type	Description
campaign	PowerDialerCampaign	Power dialer campaign
totalContacts	Int!	The total number of contacts added to the campaign
calledContacts	Int!	The number of contacts called until now
ringingContacts	Int!	The number of contacts with an active call in ringing state
inCallContacts	Int!	The number of contacts with an active call in talking state
successfullContacts	Int!	The number of contacts called successfully

PowerDialerCampaignSummary

Power dialer summary report by campaign

Field	Type	Description
campaign	PowerDialerCampaign	Power dialer campaign
totalCalledContacts	Int!	Total called contacts
totalAttempts	Int!	Total call attempts
positiveAttempts	Int!	Successful attempts
negativeAttempts	Int!	Failed attempts
noAnswer	Int!	Negative attempts with "no answer" result
busy	Int!	Negative attempts for busy number
closedByTVox	Int!	Negative attempts for call closed by the system
congestion	Int!	Negative attempts tenetative for congestion
genericError	Int!	Negative attempts for generic error

PowerDialerList

Field	Type	Description
id	Int!	Power dialerList id
name	String!	Power dialerList name
noAnswer	PowerDialingResultManagement!	Power dialerList noanswer
busy	PowerDialingResultManagement!	Power dialerList busy
cancel	PowerDialingResultManagement!	Power dialerList cancel
congestion	PowerDialingResultManagement!	Power dialerList congestion
tvoxClosed	PowerDialingResultManagement!	Power dialerList tvox_closed

PowerDialingResultManagement

Parameter that defines the behavior of the next call in terms of number of retries and waiting timeout between one attempt and the next

Field	Argument	Type	Description
attempts		Int!	Maximum number of attempts configured after detecting a certain behavior. The value 0 means that no new call attempts are allowed after the first one
interval		Int!	Timeout in seconds to pass for a retry after detecting a certain behavior

ServiceDescription

The ServiceDescription type represents a service with its description

Field	Argument	Type	Description
code		String!	service code
description		String	service description

ServiceStatus

Service Status

Field	Type	Description
service	ServiceDescription	Service
context	ServiceStatusContext!	Context
channel	MultiChannelType	Multi channel type
answeredCalls	Int	Answered calls
answeredCallsUnderSpeedLimit	Int	answered Calls Under Speed Limit
averageTimeOnQueue	Int	Average time on queue
closedByCalledCalls	Int	Closed by called calls
closedByCalledFwdQICalls	Int	Closed by called fwd qi calls
closedByCallerCalls	Int	Closed by caller calls
closedCalls	Int	Closed calls
closedCallsCallBack	Int	Closed calls call back
connectedCall	Int	Connected call
currentCalls	Int	Current calls
hangupCalls	Int	Hangup calls
maxTimeCallOnQueue	Int	Max time call on queue
outboundAnsweredCalls	Int	Outbound answered calls
outboundClosedCallsGenericCause	Int	Outbound closed calls generic cause
outboundHangupCalls	Int	Outbound hangup calls
outboundReceivedCalls	Int	Outbound received calls
queuedCalls	Int	Queued calls
receivedCalls	Int	Received calls
receivedCallsInAccessList	Int	Received calls in access list
receivedCallsWithT4you	Int	Received calls with t4you
receivedCallsWithT4youAnonymous	Int	Received calls with t4you anonymous
receivedCallsWithT4youMultiple	Int	Received calls with t4you multiple
receivedCallsWithT4youSingle	Int	Received calls with t4you single
shortCalls	Int	Short calls
site	Site	Site
busyOnDNCallInUsers	Int	Busy on dn call in users
busyOnDNCallOutUsers	Int	Busy on dn call out users
busyOnDNCallOutUsersPrivate	Int	Busy on dn call out users private
busyOnServiceUsers	Int	Busy on service users
busyOnDNCallUsers	Int	Busy on dn call users
busyUsers	Int	Busy users
loggedUsers	Int	Logged users
notReadyUsers	Int	Not ready users
postCallUsers	Int	Post call users
readyUsers	Int	Ready users

Site

Field	Argument	Type	Description
id		Int	Site id
description		String	Site description

SiteUserServiceStatus

Field	Type	Description
site	Site	Site
busyOnDNCallInUsers	Int	Busy on dn call in users
busyOnDNCallOutUsers	Int	Busy on dn call out users
busyOnDNCallOutUsersPrivate	Int	Busy on dn call out users private
busyOnServiceUsers	Int	Busy on service users
busyOnDNCallUsers	Int	Busy on dn call users
busyUsers	Int	Busy users
loggedUsers	Int	Logged users
notReadyUsers	Int	Not ready users
postCallUsers	Int	Post call users
readyUsers	Int	Ready users

SkillsetDescription

The SkillsetDescription type represents a skillset with its description

Field	Argument	Type	Description
code		String!	skillset code
description		String	skillset description

Ticket

Field	Type	Description
id	Int	id
service	ServiceDescription	service
owner	[AddressBookContact!]	owner
customer	[AddressBookContact!]	customer
createdBy	[AddressBookContact!]	createdby user who created the first article
priority	TicketPriority	priority
state	TicketState	state
organization	[AddressBookContact!]	Ticket organization
number	String	number
title	String	title
createdAt	Time	Created at
firstResponseAt	Time	first response at
updatedAt	Time	Updated at
closeAt	Time	close at
firstResponseEscalationAt	Time	first response escalation at
firstResponseInMin	Int	first response in min
firstResponseDiffInMin	Int	first response diff in min
updateEscalationAt	Time	update escalation at
updateInMin	Int	update in min
updateDiffInMin	Int	update diff in min
closeEscalationAt	Time	close escalation at
closeInMin	Int	close in min
closeDiffInMin	Int	close diff in min
escalationLevel	EscalationLevel	escalation level
lastContactAt	Time	last contact at
lastContactAgentAt	Time	last contact agent at
lastContactCustomerAt	Time	last contact customer at
lastOwnerUpdateAt	Time	last owner update at
createArticleType	TicketArticleType	create article type
createArticleSenderType	TicketArticleSender	create article sender type
articleCount	Int	article count forgoten + not forgotten
forgottenArticleCount	Int	number of articles associated with forgotten contacts
notForgottenArticleCount	Int	number of articles associated with not forgotten contacts
links	[TicketLink!]	list of ticket associated links
articles	[TicketArticle!]	list of ticket associated articles
escalationAt	Time	escalation at
pendingTime	Time	pending time
timeUnit	Int	time (seconds) spent on this ticket forgotten + not forgotten contacts
forgottenTimeUnit	Int	time spent on articles associated with forgotten contacts
notForgottenTimeUnit	Int	time spent on articles associated with not forgotten contacts
queueType	QueueType	Methods of distributing interactiuons to operators
usedKnowledgeBase	UsedKnowledgeBase	UsedKnowledgeBase is a description of which and how a knowledge base was used to manage the ticket
tCustom1	String	Custom field 1
tCustom2	String	Custom field 2
tCustom3	String	Custom field 3
tCustom4	String	Custom field 4
tCustom5	String	Custom field 5
tCustom6	String	Custom field 6
tCustom7	String	Custom field 7
tCustom8	String	Custom field 8
tCustom9	String	Custom field 9
tCustom10	String	Custom field 10
tCustom11	String	Custom field 11
tCustom12	String	Custom field 12
tCustom13	String	Custom field 13
tCustom14	String	Custom field 14
tCustom15	String	Custom field 15
tCustom16	String	Custom field 16
tCustom17	String	Custom field 17
tCustom18	String	Custom field 18
tCustom19	String	Custom field 19
tCustom20	String	Custom field 20
tCustom21	String	Custom field 21
tCustom22	String	Custom field 22
tCustom23	String	Custom field 23
tCustom24	String	Custom field 24
tCustom25	String	Custom field 25
tCustom26	String	Custom field 26
tCustom27	String	Custom field 27
tCustom28	String	Custom field 28
tCustom29	String	Custom field 29
tCustom30	String	Custom field 30
tCustom31	String	Custom field 31
tCustom32	String	Custom field 32
tCustom33	String	Custom field 33
tCustom34	String	Custom field 34
tCustom35	String	Custom field 35
tCustom36	String	Custom field 36
tCustom37	String	Custom field 37
tCustom38	String	Custom field 38
tCustom39	String	Custom field 39
tCustom40	String	Custom field 40
tCustom41	String	Custom field 41
tCustom42	String	Custom field 42
tCustom43	String	Custom field 43
tCustom44	String	Custom field 44
tCustom45	String	Custom field 45
tCustom46	String	Custom field 46
tCustom47	String	Custom field 47
tCustom48	String	Custom field 48
tCustom49	String	Custom field 49
tCustom50	String	Custom field 50
tCustom51	String	Custom field 51
tCustom52	String	Custom field 52
tCustom53	String	Custom field 53
tCustom54	String	Custom field 54
tCustom55	String	Custom field 55
tCustom56	String	Custom field 56
tCustom57	String	Custom field 57
tCustom58	String	Custom field 58
tCustom59	String	Custom field 59
tCustom60	String	Custom field 60
tCustom61	String	Custom field 61
tCustom62	String	Custom field 62
tCustom63	String	Custom field 63
tCustom64	String	Custom field 64
tCustom65	String	Custom field 65
tCustom66	String	Custom field 66
tCustom67	String	Custom field 67
tCustom68	String	Custom field 68
tCustom69	String	Custom field 69
tCustom70	String	Custom field 70
tCustom71	String	Custom field 71
tCustom72	String	Custom field 72
tCustom73	String	Custom field 73
tCustom74	String	Custom field 74
tCustom75	String	Custom field 75
tCustom76	String	Custom field 76
tCustom77	String	Custom field 77
tCustom78	String	Custom field 78
tCustom79	String	Custom field 79
tCustom80	String	Custom field 80
tCustom81	String	Custom field 81
tCustom82	String	Custom field 82
tCustom83	String	Custom field 83
tCustom84	String	Custom field 84
tCustom85	String	Custom field 85
tCustom86	String	Custom field 86
tCustom87	String	Custom field 87
tCustom88	String	Custom field 88
tCustom89	String	Custom field 89
tCustom90	String	Custom field 90
tCustom91	String	Custom field 91
tCustom92	String	Custom field 92
tCustom93	String	Custom field 93
tCustom94	String	Custom field 94
tCustom95	String	Custom field 95
tCustom96	String	Custom field 96
tCustom97	String	Custom field 97
tCustom98	String	Custom field 98
tCustom99	String	Custom field 99
tCustomDate1	Time	Time Custom Date field 1
tCustomDate2	Time	Time Custom Date field 2
tCustomDate3	Time	Time Custom Date field 3
tCustomDate4	Time	Time Custom Date field 4
tCustomDate5	Time	Time Custom Date field 5
tCustomDate6	Time	Time Custom Date field 6
tCustomDate7	Time	Time Custom Date field 7
tCustomDate8	Time	Time Custom Date field 8
tCustomDate9	Time	Time Custom Date field 9
tCustomDate10	Time	Time Custom Date field 10
tCustomDate11	Time	Time Custom Date field 11
tCustomDate12	Time	Time Custom Date field 12
tCustomDate13	Time	Time Custom Date field 13
tCustomDate14	Time	Time Custom Date field 14
tCustomDate15	Time	Time Custom Date field 15
tCustomDate16	Time	Time Custom Date field 16
tCustomDate17	Time	Time Custom Date field 17
tCustomDate18	Time	Time Custom Date field 18
tCustomDate19	Time	Time Custom Date field 19
tCustomDate20	Time	Time Custom Date field 20
tCustomDate21	Time	Time Custom Date field 21
tCustomDate22	Time	Time Custom Date field 22
tCustomDate23	Time	Time Custom Date field 23
tCustomDate24	Time	Time Custom Date field 24
tCustomDate25	Time	Time Custom Date field 25
tCustomDate26	Time	Time Custom Date field 26
tCustomDate27	Time	Time Custom Date field 27
tCustomDate28	Time	Time Custom Date field 28
tCustomDate29	Time	Time Custom Date field 29
tCustomDate30	Time	Time Custom Date field 30
tCustomDate31	Time	Time Custom Date field 31
tCustomDate32	Time	Time Custom Date field 32
tCustomDate33	Time	Time Custom Date field 33
tCustomDate34	Time	Time Custom Date field 34
tCustomDate35	Time	Time Custom Date field 35
tCustomDate36	Time	Time Custom Date field 36
tCustomDate37	Time	Time Custom Date field 37
tCustomDate38	Time	Time Custom Date field 38
tCustomDate39	Time	Time Custom Date field 39
tCustomDate40	Time	Time Custom Date field 40
tCustomDate41	Time	Time Custom Date field 41
tCustomDate42	Time	Time Custom Date field 42
tCustomDate43	Time	Time Custom Date field 43
tCustomDate44	Time	Time Custom Date field 44
tCustomDate45	Time	Time Custom Date field 45
tCustomDate46	Time	Time Custom Date field 46
tCustomDate47	Time	Time Custom Date field 47
tCustomDate48	Time	Time Custom Date field 48
tCustomDate49	Time	Time Custom Date field 49

TicketArticle

The TicketArticle type represents a ticket article

Field	Type	Description
id	Int	The id field represents the id of article
ticketId	Int	The ticket id field represents the ticket associated with article
type	TicketArticleType	The type field represents te type of article
senderType	TicketArticleSender	The sender type field represents the sender type
from	String	The from field represents the email address, and, optionally, the name of the author
to	String	The to field represents the email address, and optionally name of the message recipient
cc	String	The cc field represents the carbon copyin of article
subject	String	The subject field represents a brief summary of the topic of the message
replyTo	String	The reply to field represents address should be used to reply to the message
messageId	String	The message id represents an automatic-generated field to prevent multiple deliveries and for reference in in_reply_to
inReplyTo	String	The in reply to field represents message-id of the message this is a reply to, used to link related messages together, this field only applies to reply messages
contentType	String	The content type field represents the message content type
references	String	The references field represents message-id of the message this is a reply to, and the message-id of the message the previous reply was a reply to, etc.
internal	Boolean	The internal field represents id is internal article
timeUnit	Int	time (seconds) spent on this article
service	ServiceDescription	ServiceDescription represents the service for wich the article was created
createdBy	[AddressBookContact!]	The created by id field represents the user who created the article
createdAt	Time	The created at field represents the creation date

TicketArticleCountGroup

Field	Type	Description
groupByEntity	GroupByEntity!	the grouping entity
count	Int!	the count of entities
timeUnit	Int	the count of entities

TicketLink

The TicketLink type represents a ticket link

Field	Argument	Type	Description
type		TicketLinkType!	Link type
ticketId		Int!	Linked ticket id

TransferTo

The TransferTo type represents transfer destination data

Field	Argument	Type	Description
type		TransferToType!	Transfer destination type (service or number)
value		String!	Transfer destination value (service code or phone number)

UsedKnowledgeBase

UsedKnowledgeBase is a description of which and how a knowledge base was used to manage an interaction

Field	Type	Description
knowledgeBaseUse	KnowledgeBaseUse	How the knowledge base was used to manage the request
category	UsedKnowledgeBaseCategory	used category of knowledge base
answer	UsedKnowledgeBaseAnswer	answer used to manage the interaction

UsedKnowledgeBaseAnswer

UsedKnowledgeBaseAnswer is a description of which and how a knowledge base answer was used to manage an interaction

Field	Type	Description
id	Int	id of the knowledge base answer
description	[Locale!]!	description of the knowledge base answer
link	String	link to the knowledge base answer which was used to manage the interaction

UsedKnowledgeBaseCategory

UsedKnowledgeBaseCategory is a description of which and how a knowledge base category was used to manage an interaction

Field	Type	Description
id	Int!	id of the knowledge base category
description	[Locale!]!	description of the knowledge base category
link	String	link to the knowledge base category which was used to manage the interaction

UserPrefiltrationQuery

Field	Argument	Type	Description
id		Int
user		AddressBookContact
method		String

Inputs

AbandonedCallSorting

The AbandonedCallSorting type represents sorting for abandoned calls

Field		Type	Description
key		AbandonedCallSortField	Key for sorting abandoned calls
direction		SortDirection	Direction for sorting abandoned calls

ComparisonDuration

The ComparisonDuration type represents comparison between duration values.

Field	Type	Description
operator	ComparisonTimeOperator	Operator to compare duration values
value	Int	Duration value to compare
valueLeft	Int	Duration value used as left term in bynary comparison
valueRight	Int	Duration value used as right term in bynary comparison

ComparisonGeneric

The ComparisonString type represents comparison between string values.

Field		Type	Description
operator		ComparisonGenericOperator	Operator to compare string values
value		[String!]	List of string values to compare

ComparisonNumber

The ComparisonString type represents comparison between string values.

Field		Type	Description
operator		ComparisonNumberOperator	Operator to compare string values
value		[Int!]	List of string values to compare

ComparisonString

The ComparisonString type represents comparison between string values.

Field	Type	Description
operator	ComparisonStringOperator	Operator to compare string values
value	[String!]	List of string values to compare
regexp	String	Regular expression to match

ComparisonTime

The ComparisonTime type represents comparison between time values.

Field	Type	Description
operator	ComparisonTimeOperator	Operator to compare time values
value	Time	Time value to compare
valueLeft	Time	Time value used as left term in binary comparison
valueRight	Time	Time value used as right term in binary comparison

DatamodelQuery

Field		Type	Description
outboundInteraction		SearchOutboundInteraction
ticket		SearchTicket
ticketArticle		SearchTicketArticle
powerDialerCampaignAnalytic		SearchPowerDialerCampaignAnalytic
powerDialerCampaignSummary		SearchPowerDialerCampaignSummary
ivrNodeInteraction		SearchIvrNodeInteraction
serviceStatus		SearchServiceStatus
multiChannelAgentInteraction		SearchMultiChannelAgentInteraction
addressBookContact		SearchAddressBookContact
advancedQueryType		AdvancedQueryType

IvrSortingGroupingEntity

Field		Type	Description
key		IvrSortKeyGroupingEntity	Key for sorting grouping entity
direction		SortDirection	Direction for sorting grouping entity

Pagination

The Pagination type represents pagination.

Field		Type	Description
limit		Int	Maximum number of element to retrieve
offset		Int	Offset of the first element to retrieve (starting from 0)

SearchAbandonedCall

The SearchAbandonedCall type represents search criterias for abandoned calls

Field	Type	Description
year	Int	Year in which to search abandoned calls
month	Int	Month in which to search abandoned calls
callId	ComparisonString	Id of the service call that generated the record
user	SearchAddressBookContact	User represents a search parameter on address book contacts for the agent managing the abandoned call
contact	SearchAddressBookContact	Contact represents a search parameter on address book contacts for caller contact
service	SearchServiceDescription	SearchServiceDescription search param for service description
closeCallId	ComparisonString	Id of the incoming or outgoing call that caused the record to be closed
cli	ComparisonString	String values comparison for caller number
startTime	ComparisonTime	Time values comparison for start time. The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
closeTime	ComparisonTime	Time values comparison for abandoned call close time. The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
status	[AbandonedCallStatusEnum!]	List of statuses to search
closeResult	[AbandonedCallCloseResult!]	List of close result to search

SearchAddressBookContact

The SearchAddressBookContact type represents a search parameters object on address book contacts

Field	Type	Description
uuid	ComparisonString	the `uuid` represents the uuid of an addressbook contact
fullName	ComparisonString	the `fullName` represents the full name of an addressbook contact
name	ComparisonString	the `name` represents the name of an addressbook contact
surname	ComparisonString	the `surname` represents the surname of an addressbook contact
otherName	ComparisonString	the `otherName` represents the other Name of an addressbook contact
userName	ComparisonString	the `userName` represents the tvox username of an addressbook contact
contactType	[AddressBookContactType!]	the `contactType` represents the contact type of an addressbook contact
organization	SearchAddressBookContactBase	the `organization` represents the organization of an addressbook contact, if the contact itself is not an organization
department	ComparisonString	the `department` represents the department of an addressbook contact
address	SearchAddressBookContactAdress	The `address` represents a search parameter on an an adressbook contact phisical adress
customerCode	ComparisonString	the `customerCode` represents the customer code of an addressbook contact
category	ComparisonString	the `category` represents the category of an addressbook contact
note	ComparisonString	the `note` represents the note of an addressbook contact
vip	Boolean	the `vip` if the contact is vip one
nps	ComparisonNumber	the `nps` represents the last nps vote entered by the contact
role	ComparisonString	the `role` represents the role of an addressbook contact
tel	SearchAddressBookTel	the `tel` represents the tel of an addressbook contact
mail	SearchAddressBookMail	the `mail` represents the mail of an addressbook contact
web	SearchAddressBookWeb	the `web` represents the web of an addressbook contact
site	ComparisonString	the `site` represents the site of an addressbook contact
operatorNote	SearchOperatorNote	the `operatorNote` represents the operatorNote of an addressbook contact
custom_1	ComparisonString	general purpouse custom field
custom_2	ComparisonString	general purpouse custom field
custom_3	ComparisonString	general purpouse custom field
custom_4	ComparisonString	general purpouse custom field
custom_5	ComparisonString	general purpouse custom field
custom_6	ComparisonString	general purpouse custom field
custom_7	ComparisonString	general purpouse custom field
custom_8	ComparisonString	general purpouse custom field
custom_9	ComparisonString	general purpouse custom field
custom_10	ComparisonString	general purpouse custom field

SearchAddressBookContactAdress

The SearchAddressBookContactAdress type represents a search parameter on an an adressbook contact phisical adress

Field	Type	Description
street	ComparisonString	the `street` represents the street of an addressbook contact
city	ComparisonString	the `city` represents the city of an addressbook contact
district	ComparisonString	the `district` represents the district of an addressbook contact
cap	ComparisonString	the `cap` represents the cap of an addressbook contact
country	ComparisonString	the `country` represents the country of an addressbook contact
type	[AddressBookAddressType!]	type
extended	ComparisonString	extended

SearchAddressBookContactBase

The SearchAddressBookContactBase type represents a base search parameter on an address book contact

Field		Type	Description
uuid		ComparisonString	uuid of an addressbook contact
fullName		ComparisonString	fullName of an addressbook contact

SearchAddressBookMail

The SearchAddressBookMail type represents a search parameter on an address book contact email

Field	Type	Description
value	ComparisonString	The `value` type represents an adressbook contact email
type	[AddressBookMailType!]	The `type` type represents an adressbook contact email type
note	ComparisonString	The `note` type represents an adressbook contact email note

SearchAddressBookTel

The AddressBookTel type represents a search parameter on an address book contact telephone

Field	Type	Description
value	ComparisonString	The `value` type represents an adressbook contact telephone number
type	[AddressBookTelType!]	The `type` type represents an adressbook contact telephone number type
note	ComparisonString	The `note` type represents an adressbook contact telephone number note

SearchAddressBookWeb

The AddressBookWeb type represents a search parameter on an address book contact web

Field	Type	Description
value	ComparisonString	The `type` type represents an adressbook contact web
type	[AddressBookWebType!]	The `type` type represents an adressbook contact web type
note	ComparisonString	The `note` type represents an adressbook contact web note

SearchCallAbilitation

Field	Type	Description
id	ComparisonNumber	Call abilitation id
description	ComparisonString	Call abilitation description
enabled	Boolean	Call abilitation enable flag

SearchCallResult

The SearchCallResult type represents search criteria for call result.

Field	Type	Description
resultLevel1	ComparisonString	String values comparison for call result (level 1)
resultLevel2	ComparisonString	String values comparison for call result (level 2)
note1	ComparisonString	String values comparison for call result note (level 1)
note2	ComparisonString	String values comparison for call result note (level 2)

SearchCallTag

The SearchCallTag type represents search criteria for call tag.

Field		Type	Description
note1		ComparisonString	String values comparison for call tag note 1
note2		ComparisonString	String values comparison for call tag note 2

SearchContactLookup

The SearchContactLookup type represents search criteria for contact look-up.

Field	Type	Description
value	ComparisonString	String values comparison for contact value
type	[ContactType!]	List of contact types to search
lookupType	[ContactLookupType!]	List of contact lookup types to search

SearchGenericFields

The SearchGenericFields type represents search criteria for generic fields.

Field	Type	Description
generic1	ComparisonString	String values comparison for generic field 1
generic2	ComparisonString	String values comparison for generic field 2
generic3	ComparisonString	String values comparison for generic field 3
generic4	ComparisonString	String values comparison for generic field 4
generic5	ComparisonString	String values comparison for generic field 5

SearchIVRAction

Field		Type	Description
action		ComparisonString	ivr action
description		ComparisonString	ivr action description

SearchIVRNode

Field	Type	Description
id	ComparisonNumber	IVR node id
description	ComparisonString	Description of the IVR node
options	ComparisonString	IVR node options
internalVariable	ComparisonString	IVR node internal variable
nodeStepSelection0	ComparisonNumber	node step selection 0
nodeStepSelection1	ComparisonNumber	node step selection 1
nodeStepSelection2	ComparisonNumber	node step selection 2
nodeStepSelection3	ComparisonNumber	node step selection 3
nodeStepSelection4	ComparisonNumber	node step selection 4
nodeStepSelection5	ComparisonNumber	node step selection 5
nodeStepSelection6	ComparisonNumber	node step selection 6
nodeStepSelection7	ComparisonNumber	node step selection 7
nodeStepSelection8	ComparisonNumber	node step selection 8
nodeStepSelection9	ComparisonNumber	node step selection 9
nodeStepSelectionAsterisk	ComparisonNumber	node step selection asterisk
nodeStepSelectionpound	ComparisonNumber	node step selection pound
invalidMsg	ComparisonString	invalid message
invalidNodeStep	ComparisonNumber	invalid node step
timeoutTime	ComparisonNumber	timeout time
timeoutMsg	ComparisonString	timeout message
timeoutNodeStep	ComparisonNumber	timeout node step
retryNumber	Boolean	retry number
retryMsg	ComparisonString	retry message
retryNodeStep	ComparisonNumber	retry node step
passerbyNumDigit	ComparisonNumber	passerby num digit
passerby	Boolean	passerby
reportNoSelection	Boolean	report no selection
type	ComparisonString	type

SearchIVRNodeDescription

Field		Type	Description
id		ComparisonNumber	IVR node id
description		ComparisonString	IVR node description

SearchIVRService

Field	Type	Description
id	ComparisonString	IVR service id
options	ComparisonString	IVR service options
escapeKey	ComparisonString	IVR service escape key
invalidMsg	ComparisonString	IVR service invalid message
invalidNode	ComparisonNumber	IVR service invalid node
invalidStep	ComparisonNumber	IVR service invalid step
timeoutTime	ComparisonNumber	IVR service timeout time
timeoutMsg	ComparisonString	IVR service timeout message
timeoutNode	ComparisonNumber	IVR service timeout Node
timeoutStep	ComparisonNumber	IVR service timeout step
retryMsg	ComparisonString	IVR service retry msg
retryNode	ComparisonNumber	IVR service retry nodo
retryStep	ComparisonNumber	IVR service retry step
passerby	Boolean	IVR service passer by enabled
passerbyNumDigit	ComparisonNumber	IVR service passer by num digit
node	SearchIVRNodeDescription	IVR service node description
retryNumber	Boolean	retry number

SearchInteraction

The SearchInteraction type represents search criterias for interactions (calls, video calls and chats).

Field	Type	Description
year	Int	Year in which to search interactions
month	Int	Month in which to search interactions
id	ComparisonString	String values comparison for id
step	Step	Interaction step to retrieve (last or all)
user	SearchAddressBookContact	User represents a search parameter on address book contacts for called operator
contact	SearchAddressBookContact	Contact represents a search parameter on address book contacts for caller contact
contactLookup	SearchContactLookup	contactLookup represents a search criteria for contact loock-up
organization	SearchAddressBookContact	organization represents a search param for organization
service	SearchServiceDescription	SearchServiceDescription search param for service description
exten	ComparisonString	String values comparison for exten
SIPChannel	ComparisonString	String values comparison for SIP channel
skillset	SearchSkillSetDescription	String values comparison for skillset
cli	ComparisonString	String values comparison for cli
dnis	ComparisonString	String values comparison for dnis
startTime	ComparisonTime	Time values comparison for start time. The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
distributionTime	ComparisonTime	Time values comparison for distribution time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
status	[Status!]	List of statuses to search
transferedTo	SearchTransferTo	Search criteria for transfer destination
answerByUserTime	ComparisonTime	Time values comparison for answer by user time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
waitDurationOnUser	ComparisonDuration	Duration values comparison for wait duration on user
durationOnUser	ComparisonDuration	Duration values comparison for duration on user
endTime	ComparisonTime	Time values comparison for end time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
waitDuration	ComparisonDuration	Duration values comparison for wait duration
totalDuration	ComparisonDuration	Duration values comparison for total duration
popup	SearchPopup	Search criteria for popup
context	[Context!]	List of contexts to search
SIPCallId	ComparisonString	String values comparison for SIP call id
servicePriority	[Int!]	List of service priorities (integers) to search
multiChannel	SearchMultiChannel	Search criteria for multichannel
IVRLabel	ComparisonString	String values comparison for IVR label
interviewService	ComparisonString	String values comparison for interview service
smartrec	ComparisonString	String values comparison for smartrec
data	ComparisonString	String values comparison for data
queueTime	ComparisonTime	Time values comparison for queue time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
queueDuration	ComparisonDuration	Duration values comparison for queue duration
wnrOnUserTime	ComparisonTime	Time values comparison for wnr (after interaction work) on user time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
wnrDurationOnUser	ComparisonDuration	Duration values comparison for wnr (after interaction work) duration on user
callResult	SearchCallResult	Search criteria for call result
holdDuration	ComparisonDuration	Duration values comparison for hold duration
callTag	SearchCallTag	Search criteria for call tag
channelDestination	[ChannelDestinationType!]	List of channel destination types to search
sentiment	[Int!]	List of sentiment values (integers) to search
censusResult	[CensusResult!]	String values comparison for census result
abandonedCall	Boolean	Has or not a linked abandoned call
callbackCall	Boolean	Has or not a linked callback call
generic	SearchGenericFields	Search criteria for generic fields
lastUpdateTime	ComparisonTime	Time values comparison for last update time
knowledgeBaseUse	[KnowledgeBaseUse!]	Filter by knowledge base managements

SearchIvrNodeInteraction

The SearchIvrNodeInteraction type represents a search criterias for IvrNodeInteractions

Field	Type	Description
year	Int	Year in which to search interactions
month	Int	Month in which to search interactions
callId	ComparisonString	Unique id of the call associated with this IVR node interaction
node	SearchIVRNode	IVR node number if positive number the IVR node is a standard one otherwise is a custom one
step	ComparisonNumber	IVR node step
version	ComparisonString	IVR node step version
action	SearchIVRAction	IVR node executed action
name	ComparisonString	IVR node step name
label	ComparisonString	IVR node label
description	ComparisonString	IVR node step description
startAt	ComparisonTime	the IVR node interaction start time
duration	ComparisonDuration	Overall duration of the this IVR node interaction
IvrService	SearchIVRService	IVR service associated with this IVR node interaction
contact	SearchAddressBookContact	Caller of the call associated with this IVR interaction
digit	ComparisonString	Digit with which this IVR node was reached
timeout	Boolean	true if this IVR node was reached because time out
invalid	Boolean	true if this IVR node was reached because an invalid choice was made
retry	Boolean	true if this IVR node was reached due to too many retries
phoneNumber	ComparisonString	telephone number
custom01	ComparisonString	custom01
custom02	ComparisonString	custom02
custom03	ComparisonString	custom03
custom04	ComparisonString	custom04
custom05	ComparisonString	custom05
custom06	ComparisonString	custom06
custom07	ComparisonString	custom07
custom08	ComparisonString	custom08
custom09	ComparisonString	custom09
custom10	ComparisonString	custom10
custom11	ComparisonString	custom11
custom12	ComparisonString	custom12
custom13	ComparisonString	custom13
custom14	ComparisonString	custom14
custom15	ComparisonString	custom15
custom16	ComparisonString	custom16
custom17	ComparisonString	custom17
custom18	ComparisonString	custom18
custom19	ComparisonString	custom19
custom20	ComparisonString	custom20

SearchLocale

SearchLocale is the search object for Locales

Field		Type	Description
locale		ComparisonString	language
translation		ComparisonString	text

SearchMultiChannel

The SearchMultiChannel type represents search criteria for multichannel.

Field	Type	Description
session	ComparisonString	String values comparison for multichannel session
text	ComparisonString	String values comparison for multichannel text
description	ComparisonString	String values comparison for multichannel description

SearchMultiChannelAgentInteraction

Field		Type	Description
from		Time!
to		Time!
user		SearchAddressBookContact
pin		ComparisonString
tvoxStatus		[TVoxStatus]
idlastcall		ComparisonString
skillset		SearchSkillSetDescription
service		SearchServiceDescription
userSite		ComparisonNumber
actualSite		ComparisonString
dnCallIn		ComparisonString
dnCallOut		ComparisonString
channel		[TVoxChannel]
channels		ComparisonString
maxChannels		ComparisonNumber
activityCode		ComparisonString
activityCode2		ComparisonString
activityCodeNote		ComparisonString
holdDuration		ComparisonDuration
holdTime		ComparisonTime
logoutReason		ComparisonString
logoutReasonNote		ComparisonString

SearchOperatorNote

The SearchOperatorNote type represents a search parameter on an address book contact operator note

Field	Type	Description
value	ComparisonString	The `value` is the written note
lastUpdateTime	ComparisonTime	The `lastUpdateTime` is the date when the note was updated last time
lastUpdateUser	SearchAddressBookContactBase	The `lastUpdateUser` is the TVox operatr who updated the note

SearchOutboundInteraction

The SearchOutboundInteraction type represents search criterias for outbound interactions (calls).

Field	Type	Description
year	Int	Year in which to search interactions
month	Int	Month in which to search interactions
id	ComparisonString	String values comparison for id
step	Step	Interaction step to retrieve (last or all)
user	SearchAddressBookContact	String values comparison for user
contact	SearchAddressBookContact	Contact represents a search parameter on address book contacts for caller contact
contactLookup	SearchContactLookup	contactLookup represents a search criteria for contact loock-up
organization	SearchAddressBookContact	organization represents a search param for organization
exten	ComparisonString	String values comparison for exten
SIPChannel	ComparisonString	String values comparison for SIP channel
cli	ComparisonString	String values comparison for cli
dnis	ComparisonString	String values comparison for dnis
startTime	ComparisonTime	Time values comparison for start time. The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
distributionTime	ComparisonTime	Time values comparison for distribution time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
status	[Status!]	List of statuses to search
transferedTo	ComparisonString	Search criteria for transfer destination (service code or phone number)
answerByUserTime	ComparisonTime	Time values comparison for answer by user time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
waitDurationOnUser	ComparisonDuration	Duration values comparison for wait duration on user
durationOnUser	ComparisonDuration	Duration values comparison for duration on user
endTime	ComparisonTime	Time values comparison for end time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
waitDuration	ComparisonDuration	Duration values comparison for wait duration
totalDuration	ComparisonDuration	Duration values comparison for total duration
service	SearchServiceDescription	String values comparison for service
popup	SearchPopup	Search criteria for popup
context	[Context!]	List of contexts to search
SIPCallId	ComparisonString	String values comparison for SIP call id
servicePriority	[Int!]	List of service priorities (integers) to search
multiChannel	SearchMultiChannel	Search criteria for multichannel
IVRLabel	ComparisonString	String values comparison for IVR label
interviewService	ComparisonString	String values comparison for interview service
smartrec	ComparisonString	String values comparison for smartrec
data	ComparisonString	String values comparison for data
queueTime	ComparisonTime	Time values comparison for queue time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
queueDuration	ComparisonDuration	Duration values comparison for queue duration
wnrOnUserTime	ComparisonTime	Time values comparison for wnr (after interaction work) on user time The comparison is applied on year, month and day, not taking into account hours, minutes and seconds.
wnrDurationOnUser	ComparisonDuration	Duration values comparison for wnr (after interaction work) duration on user
callResult	SearchCallResult	Search criteria for call result
holdDuration	ComparisonDuration	Duration values comparison for hold duration
callTag	SearchCallTag	Search criteria for call tag
channelDestination	[ChannelDestinationType!]	List of channel destination types to search
sentiment	[Int!]	List of sentiment values (integers) to search
abandonedCall	Boolean	Has or not a linked abandoned call
callbackCall	Boolean	Has or not a linked callback call
generic	SearchGenericFields	Search criteria for generic fields
lastUpdateTime	ComparisonTime	Time values comparison for last update time
knowledgeBaseUse	[KnowledgeBaseUse!]	Filter by knowledge base managements

SearchPopup

The SearchPopup type represents search criteria for popup.

Field	Type	Description
type	[PopupType!]	List of popup types to search
result	ComparisonString	String values comparison for popup result
info	ComparisonString	String values comparison for popup info

SearchPowerDialerCampaign

Field	Type	Description
id	ComparisonNumber	Unique numeric identifier assigned to the campaign being created
name	ComparisonString	Power dialer name/description
enabled	Boolean	Power dialer enabled flag
openFrom	ComparisonTime	Power dialer start date
openTo	ComparisonTime	Power dialer end Date
priority	ComparisonNumber	Priority assigned to the current campaign (1 = high, 10 = low). The value assigned takes on significance in situations in which contemporary campaigns are operated and affects the degree of occupation of the telephone channels with which TVox Communication processes campaign contacts.
service	SearchServiceDescription	'Outbound Power Dialing' or 'IVR' type service associated with the current campaign. The number of PRESENT or AVAILABLE resources that allows the campaign to be carried out is calculated on this Service.
list	SearchPowerDialerList	Power dialer list
abilitation	SearchCallAbilitation	Indicates which authorization for outbound calls is assigned to the current campaign by the Power Dialing system

SearchPowerDialerCampaignAnalytic

Power dialer campaign analytical report

Field	Type	Description
year	Int	Year in which to search interactions
month	Int	Month in which to search interactions
service	SearchServiceDescription	service
totalCalls	ComparisonNumber	Proposed calls to the agent. Total equal to the sum of answered and unanswered calls
answeredCalls	ComparisonNumber	Call answered
notAnsweredCalls	ComparisonNumber	Missed calls
totalRingTime	ComparisonDuration	Total ring time on the agent
averageRingTime	ComparisonDuration	Average ring time
totalConnectedTime	ComparisonDuration	Total conversation time with the agent
averageConnectedTime	ComparisonDuration	Average conversation time
maximumConnectedTime	ComparisonDuration	Maximum conversation time
totalHoldTime	ComparisonDuration	Total time of calls put on hold
averageHoldTime	ComparisonDuration	Average time of calls put on hold
averageHandledTime	ComparisonDuration	Average call handling time. It is equal to the sum of the ring, conversation and waiting times of all calls presented to the agent Average Handled Time

SearchPowerDialerCampaignStatus

Power dialer summary report by campaign

Field		Type	Description
campaign		SearchPowerDialerCampaign	Power dialer campaign

SearchPowerDialerCampaignSummary

Power dialer summary report by campaign

Field	Type	Description
year	Int	Year in which to search interactions
month	Int	Month in which to search interactions
campaign	SearchPowerDialerCampaign	Power dialer campaign
totalCalledContacts	ComparisonNumber	Total call attempts
totalAttempts	ComparisonNumber	Total call attempts
positiveAttempts	ComparisonNumber	Successful attempts
negativeAttempts	ComparisonNumber	Failed attempts
noAnswer	ComparisonNumber	Negative attempts with "no answer" result
busy	ComparisonNumber	Negative attempts for busy number
closedByTVox	ComparisonNumber	Negative attempts for call closed by the system
congestion	ComparisonNumber	Negative attempts tenetative for congestion
genericError	ComparisonNumber	Negative attempts for generic error

SearchPowerDialerList

Field		Type	Description
id		ComparisonNumber	Power dialerList id
name		ComparisonString	Power dialerList name

SearchServiceDescription

The SearchServiceDescription type represents a base search parameter for services

Field		Type	Description
code		ComparisonString	service code
description		ComparisonString	service description

SearchServiceStatus

Search service status

Field	Type	Description
service	SearchServiceDescription	Search by service
site	SearchSite	Search by site
channel	[MultiChannelType]	Search by channel
context	[ServiceStatusContext]	Search by context

SearchSite

Site

Field		Type	Description
id		ComparisonNumber	Site id
description		ComparisonString	Site description

SearchSkillSetDescription

The SearchSkillSetDescription type represents a base search parameter for skillset

Field		Type	Description
code		ComparisonString	skillset id
description		ComparisonString	skillset description

SearchTicket

Field	Type	Description
id	ComparisonNumber	String values comparison for id
title	ComparisonString	String values comparison for title
owner	SearchAddressBookContact	SearchAddressBookContact search param for owner
customer	SearchAddressBookContact	SearchAddressBookContact search param for customer
createdBy	SearchAddressBookContact	SearchAddressBookContact search param for user who created the first ticket article
organization	SearchAddressBookContact	SearchAddressBookContact search param for organization
service	SearchServiceDescription	SearchServiceDescription search param for service description
priority	[TicketPriority!]	List of ticket priorities to search
state	[TicketState!]	List of ticket states to search
number	ComparisonNumber	Number value comparison for number field
firstResponseAt	ComparisonTime	Time value comparison for first response field
firstResponseEscalationAt	ComparisonTime	Time value comparison for first response escalation
firstResponseInMin	ComparisonDuration	Number value comparison for first response in min
firstResponseDiffInMin	ComparisonDuration	Number value comparison for first response diff in min
createdAt	ComparisonTime	Time value comparison for created at
updatedAt	ComparisonTime	Time value comparison for updated at
closeAt	ComparisonTime	Time value comparison for close at
closeEscalationAt	ComparisonTime	Time value comparison for close escalation at
closeInMin	ComparisonDuration	Number value comparison for close in min
closeDiffInMin	ComparisonDuration	Number value comparison for close diff in min
updateEscalationAt	ComparisonTime	Time value comparison for update escalation at
updateInMin	ComparisonDuration	Number value comparison for update in min
updateDiffInMin	ComparisonDuration	Number value comparison for update diff in min
lastContactAt	ComparisonTime	Time value comparison for last contact at
lastContactAgentAt	ComparisonTime	Time value comparison for last contact agent at
lastContactCustomerAt	ComparisonTime	Time value comparison for last contact customer at
lastOwnerUpdateAt	ComparisonTime	Time value comparison for last owner update at
createArticleType	[TicketArticleType!]	List of ticket article types to search
createArticleSenderType	[TicketArticleSender!]	List of ticket article senders to search
articleCount	ComparisonNumber	Number value comparison for article count (forgotten + not forgotten contacts)
forgottenArticleCount	ComparisonNumber	number of articles associated with forgotten contacts
notForgottenArticleCount	ComparisonNumber	number of articles associated with not forgotten contacts
links	SearchTicketLink	Search parameter for ticket links
articles	SearchTicketArticle	Search parameter for ticket articles
escalationAt	ComparisonTime	Time value comparison for escalation at
escalationLevel	[EscalationLevel!]	escalation level
pendingTime	ComparisonTime	Time value comparison for pending time
timeUnit	ComparisonNumber	Number value comparison for time unit (forgotten + not forgotten contacts)
forgottenTimeUnit	ComparisonNumber	time spent on articles associated with forgotten contacts
notForgottenTimeUnit	ComparisonNumber	time spent on articles associated with forgotten contacts
usedKnowledgeBase	SearchUsedKnowledgeBase	Filter by knowledge base
queueType	[QueueType!]	Methods of distributing interactiuons to operators
tCustom1	ComparisonGeneric	Generic values comparison for tCustom1
tCustom2	ComparisonGeneric	Generic values comparison for tCustom2
tCustom3	ComparisonGeneric	Generic values comparison for tCustom3
tCustom4	ComparisonGeneric	Generic values comparison for tCustom4
tCustom5	ComparisonGeneric	Generic values comparison for tCustom5
tCustom6	ComparisonGeneric	Generic values comparison for tCustom6
tCustom7	ComparisonGeneric	Generic values comparison for tCustom7
tCustom8	ComparisonGeneric	Generic values comparison for tCustom8
tCustom9	ComparisonGeneric	Generic values comparison for tCustom9
tCustom10	ComparisonGeneric	Generic values comparison for tCustom10
tCustom11	ComparisonGeneric	Generic values comparison for tCustom11
tCustom12	ComparisonGeneric	Generic values comparison for tCustom12
tCustom13	ComparisonGeneric	Generic values comparison for tCustom13
tCustom14	ComparisonGeneric	Generic values comparison for tCustom14
tCustom15	ComparisonGeneric	Generic values comparison for tCustom15
tCustom16	ComparisonGeneric	Generic values comparison for tCustom16
tCustom17	ComparisonGeneric	Generic values comparison for tCustom17
tCustom18	ComparisonGeneric	Generic values comparison for tCustom18
tCustom19	ComparisonGeneric	Generic values comparison for tCustom19
tCustom20	ComparisonGeneric	Generic values comparison for tCustom20
tCustom21	ComparisonGeneric	Generic values comparison for tCustom21
tCustom22	ComparisonGeneric	Generic values comparison for tCustom22
tCustom23	ComparisonGeneric	Generic values comparison for tCustom23
tCustom24	ComparisonGeneric	Generic values comparison for tCustom24
tCustom25	ComparisonGeneric	Generic values comparison for tCustom25
tCustom26	ComparisonGeneric	Generic values comparison for tCustom26
tCustom27	ComparisonGeneric	Generic values comparison for tCustom27
tCustom28	ComparisonGeneric	Generic values comparison for tCustom28
tCustom29	ComparisonGeneric	Generic values comparison for tCustom29
tCustom30	ComparisonGeneric	Generic values comparison for tCustom30
tCustom31	ComparisonGeneric	Generic values comparison for tCustom31
tCustom32	ComparisonGeneric	Generic values comparison for tCustom32
tCustom33	ComparisonGeneric	Generic values comparison for tCustom33
tCustom34	ComparisonGeneric	Generic values comparison for tCustom34
tCustom35	ComparisonGeneric	Generic values comparison for tCustom35
tCustom36	ComparisonGeneric	Generic values comparison for tCustom36
tCustom37	ComparisonGeneric	Generic values comparison for tCustom37
tCustom38	ComparisonGeneric	Generic values comparison for tCustom38
tCustom39	ComparisonGeneric	Generic values comparison for tCustom39
tCustom40	ComparisonGeneric	Generic values comparison for tCustom40
tCustom41	ComparisonGeneric	Generic values comparison for tCustom41
tCustom42	ComparisonGeneric	Generic values comparison for tCustom42
tCustom43	ComparisonGeneric	Generic values comparison for tCustom43
tCustom44	ComparisonGeneric	Generic values comparison for tCustom44
tCustom45	ComparisonGeneric	Generic values comparison for tCustom45
tCustom46	ComparisonGeneric	Generic values comparison for tCustom46
tCustom47	ComparisonGeneric	Generic values comparison for tCustom47
tCustom48	ComparisonGeneric	Generic values comparison for tCustom48
tCustom49	ComparisonGeneric	Generic values comparison for tCustom49
tCustom50	ComparisonGeneric	Generic values comparison for tCustom50
tCustom51	ComparisonGeneric	Generic values comparison for tCustom51
tCustom52	ComparisonGeneric	Generic values comparison for tCustom52
tCustom53	ComparisonGeneric	Generic values comparison for tCustom53
tCustom54	ComparisonGeneric	Generic values comparison for tCustom54
tCustom55	ComparisonGeneric	Generic values comparison for tCustom55
tCustom56	ComparisonGeneric	Generic values comparison for tCustom56
tCustom57	ComparisonGeneric	Generic values comparison for tCustom57
tCustom58	ComparisonGeneric	Generic values comparison for tCustom58
tCustom59	ComparisonGeneric	Generic values comparison for tCustom59
tCustom60	ComparisonGeneric	Generic values comparison for tCustom60
tCustom61	ComparisonGeneric	Generic values comparison for tCustom61
tCustom62	ComparisonGeneric	Generic values comparison for tCustom62
tCustom63	ComparisonGeneric	Generic values comparison for tCustom63
tCustom64	ComparisonGeneric	Generic values comparison for tCustom64
tCustom65	ComparisonGeneric	Generic values comparison for tCustom65
tCustom66	ComparisonGeneric	Generic values comparison for tCustom66
tCustom67	ComparisonGeneric	Generic values comparison for tCustom67
tCustom68	ComparisonGeneric	Generic values comparison for tCustom68
tCustom69	ComparisonGeneric	Generic values comparison for tCustom69
tCustom70	ComparisonGeneric	Generic values comparison for tCustom70
tCustom71	ComparisonGeneric	Generic values comparison for tCustom71
tCustom72	ComparisonGeneric	Generic values comparison for tCustom72
tCustom73	ComparisonGeneric	Generic values comparison for tCustom73
tCustom74	ComparisonGeneric	Generic values comparison for tCustom74
tCustom75	ComparisonGeneric	Generic values comparison for tCustom75
tCustom76	ComparisonGeneric	Generic values comparison for tCustom76
tCustom77	ComparisonGeneric	Generic values comparison for tCustom77
tCustom78	ComparisonGeneric	Generic values comparison for tCustom78
tCustom79	ComparisonGeneric	Generic values comparison for tCustom79
tCustom80	ComparisonGeneric	Generic values comparison for tCustom80
tCustom81	ComparisonGeneric	Generic values comparison for tCustom81
tCustom82	ComparisonGeneric	Generic values comparison for tCustom82
tCustom83	ComparisonGeneric	Generic values comparison for tCustom83
tCustom84	ComparisonGeneric	Generic values comparison for tCustom84
tCustom85	ComparisonGeneric	Generic values comparison for tCustom85
tCustom86	ComparisonGeneric	Generic values comparison for tCustom86
tCustom87	ComparisonGeneric	Generic values comparison for tCustom87
tCustom88	ComparisonGeneric	Generic values comparison for tCustom88
tCustom89	ComparisonGeneric	Generic values comparison for tCustom89
tCustom90	ComparisonGeneric	Generic values comparison for tCustom90
tCustom91	ComparisonGeneric	Generic values comparison for tCustom91
tCustom92	ComparisonGeneric	Generic values comparison for tCustom92
tCustom93	ComparisonGeneric	Generic values comparison for tCustom93
tCustom94	ComparisonGeneric	Generic values comparison for tCustom94
tCustom95	ComparisonGeneric	Generic values comparison for tCustom95
tCustom96	ComparisonGeneric	Generic values comparison for tCustom96
tCustom97	ComparisonGeneric	Generic values comparison for tCustom97
tCustom98	ComparisonGeneric	Generic values comparison for tCustom98
tCustom99	ComparisonGeneric	Generic values comparison for tCustom99
tCustomDate1	ComparisonTime	Time values comparison for tCustomDate1
tCustomDate2	ComparisonTime	Time values comparison for tCustomDate2
tCustomDate3	ComparisonTime	Time values comparison for tCustomDate3
tCustomDate4	ComparisonTime	Time values comparison for tCustomDate4
tCustomDate5	ComparisonTime	Time values comparison for tCustomDate5
tCustomDate6	ComparisonTime	Time values comparison for tCustomDate6
tCustomDate7	ComparisonTime	Time values comparison for tCustomDate7
tCustomDate8	ComparisonTime	Time values comparison for tCustomDate8
tCustomDate9	ComparisonTime	Time values comparison for tCustomDate9
tCustomDate10	ComparisonTime	Time values comparison for tCustomDate10
tCustomDate11	ComparisonTime	Time values comparison for tCustomDate11
tCustomDate12	ComparisonTime	Time values comparison for tCustomDate12
tCustomDate13	ComparisonTime	Time values comparison for tCustomDate13
tCustomDate14	ComparisonTime	Time values comparison for tCustomDate14
tCustomDate15	ComparisonTime	Time values comparison for tCustomDate15
tCustomDate16	ComparisonTime	Time values comparison for tCustomDate16
tCustomDate17	ComparisonTime	Time values comparison for tCustomDate17
tCustomDate18	ComparisonTime	Time values comparison for tCustomDate18
tCustomDate19	ComparisonTime	Time values comparison for tCustomDate19
tCustomDate20	ComparisonTime	Time values comparison for tCustomDate20
tCustomDate21	ComparisonTime	Time values comparison for tCustomDate21
tCustomDate22	ComparisonTime	Time values comparison for tCustomDate22
tCustomDate23	ComparisonTime	Time values comparison for tCustomDate23
tCustomDate24	ComparisonTime	Time values comparison for tCustomDate24
tCustomDate25	ComparisonTime	Time values comparison for tCustomDate25
tCustomDate26	ComparisonTime	Time values comparison for tCustomDate26
tCustomDate27	ComparisonTime	Time values comparison for tCustomDate27
tCustomDate28	ComparisonTime	Time values comparison for tCustomDate28
tCustomDate29	ComparisonTime	Time values comparison for tCustomDate29
tCustomDate30	ComparisonTime	Time values comparison for tCustomDate30
tCustomDate31	ComparisonTime	Time values comparison for tCustomDate31
tCustomDate32	ComparisonTime	Time values comparison for tCustomDate32
tCustomDate33	ComparisonTime	Time values comparison for tCustomDate33
tCustomDate34	ComparisonTime	Time values comparison for tCustomDate34
tCustomDate35	ComparisonTime	Time values comparison for tCustomDate35
tCustomDate36	ComparisonTime	Time values comparison for tCustomDate36
tCustomDate37	ComparisonTime	Time values comparison for tCustomDate37
tCustomDate38	ComparisonTime	Time values comparison for tCustomDate38
tCustomDate39	ComparisonTime	Time values comparison for tCustomDate39
tCustomDate40	ComparisonTime	Time values comparison for tCustomDate40
tCustomDate41	ComparisonTime	Time values comparison for tCustomDate41
tCustomDate42	ComparisonTime	Time values comparison for tCustomDate42
tCustomDate43	ComparisonTime	Time values comparison for tCustomDate43
tCustomDate44	ComparisonTime	Time values comparison for tCustomDate44
tCustomDate45	ComparisonTime	Time values comparison for tCustomDate45
tCustomDate46	ComparisonTime	Time values comparison for tCustomDate46
tCustomDate47	ComparisonTime	Time values comparison for tCustomDate47
tCustomDate48	ComparisonTime	Time values comparison for tCustomDate48
tCustomDate49	ComparisonTime	Time values comparison for tCustomDate49

SearchTicketArticle

The SearchTicketArticle type search criteria for a ticket article

Field	Type	Description
id	ComparisonNumber	The id field represents the id of article
ticketId	ComparisonNumber	The ticket id field represents the ticket associated with article
type	[TicketArticleType!]	The type field represents te type of article
senderType	[TicketArticleSender!]	The sender type field represents the sender type
from	ComparisonString	The from field represents the email address, and, optionally, the name of the author
to	ComparisonString	The to field represents the email address, and optionally name of the message recipient
cc	ComparisonString	The cc field represents the carbon copyin of article
subject	ComparisonString	The subject field represents a brief summary of the topic of the message
replyTo	ComparisonString	The reply to field represents address should be used to reply to the message
messageId	ComparisonString	The message id represents an automatic-generated field to prevent multiple deliveries and for reference in in_reply_to
inReplyTo	ComparisonString	The in reply to field represents message-id of the message this is a reply to, used to link related messages together, this field only applies to reply messages
contentType	ComparisonString	The content type field represents the message content type
internal	Boolean	The internal field represents id is internal article
references	ComparisonString	The references field represents article references
timeUnit	ComparisonNumber	Number value comparison for time unit
service	SearchServiceDescription	SearchServiceDescription search param for service description
createdBy	SearchAddressBookContact	The created by id field represents the user who created the article
createdAt	ComparisonTime	The created at field represents the creation date

SearchTicketLink

The SearchTicketLink type represents a search parameter for ticket links

Field		Type	Description
type		[TicketLinkType!]	Ticket link type
ticketId		ComparisonNumber	Linked ticket id

SearchTransferTo

The SearchTransferTo type represents search criteria for transfer destination.

Field		Type	Description
type		[TransferToType!]	List of transfer destination types to search
value		ComparisonString	String values comparison for value

SearchUsedKnowledgeBase

SearchUsedKnowledgeBase is the search object for the UsedKnowledgeBases

Field	Type	Description
knowledgeBaseUse	[KnowledgeBaseUse!]	Filter by knowledge base managements
category	SearchUsedKnowledgeBaseCategory	used category of knowledge base
answer	SearchUsedKnowledgeBaseAnswer	answer used to manage the interaction

SearchUsedKnowledgeBaseAnswer

SearchUsedKnowledgeBaseAnswer is the search object for UsedKnowledgeBaseAnswers

Field	Type	Description
id	ComparisonNumber	id of the knowledge base answer
description	SearchLocale	description of the knowledge base answer
link	ComparisonString	link to the knowledge base answer which was used to manage the interaction

SearchUsedKnowledgeBaseCategory

SearchUsedKnowledgeBaseCategory is the search object for the UsedKnowledgeBaseCategories

Field	Type	Description
id	ComparisonNumber	id of the knowledge base category
description	SearchLocale	description of the knowledge base category
link	ComparisonString	link to the knowledge base category which was used to manage the interaction

SortPowerDialerCampaignAnalytic

Field		Type	Description
key		PowerDialerCampaignAnalyticSortField	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

SortPowerDialerCampaignStatus

Field		Type	Description
key		PowerDialerCampaignStatusSortField	Key for sorting entries
direction		SortDirection	Direction for sorting entries

SortPowerDialerCampaignSummary

Field		Type	Description
key		PowerDialerCampaignSummarySortField	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

SortingAddressBookContact

Field		Type	Description
key		SortKeyAddressBookContact	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

SortingGroupingEntity

Field		Type	Description
key		SortKeyGroupingEntity	Key for sorting grouping entity
direction		SortDirection	Direction for sorting grouping entity

SortingInboundInteraction

The SortingInboundInteraction type represents sorting for inbound interactions (calls, video calls and chats).

Field		Type	Description
key		SortKeyInboundInteraction	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

SortingIvrNodeInteraction

The SortingIvrNodeInteraction type represents sorting for IVR node interactions.

Field		Type	Description
key		SortKeyIvrNodeInteraction	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

SortingTicket

The SortingSupportInboundInteraction type represents sorting for support inbound interactions.

Field		Type	Description
key		SortKeyTicket	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

SortingTicketArticle

The SortingSupportInboundInteraction type represents sorting for support inbound interactions.

Field		Type	Description
key		SortKeyTicketArticle	Key for sorting inbound interactions
direction		SortDirection	Direction for sorting inbound interactions

Enums

AbandonedCallCloseResult

Abandoned call close result

Value	Description
SUCCESS	Recalled and closed with success
DELETED_BY_AGENT	Deleted by an agent
EXPIRED	Closed for max recall time expired
RETRY_EXCEEDED	Closed for max recall retry number exceeded
CONTACT_RECALL	Succesfully closed by recall from the user
SUCCESS_FROM_CALLBACK	Succesfully closed by callback from the agent
DELETED_BY_AGENT_FROM_CALLBACK	Unsuccesfully closed by callback from the agent

AbandonedCallSortField

The AbandonedCallSortField enum represents sorting field for abandoned calls

Value	Description
USER	User's username
CLI	Caller Line Identification (Calling number)
START_TIME	Start time
CLOSE_TIME	Close time
SERVICE	Service code

AbandonedCallStatusEnum

Abandoned call management status

Value	Description
NEW	New unmanaged call
LOCKED	Call locked and managed by an agent
UNLOCKED	Call released from agent management
CLOSED	Abandoned call entry closed

AddressBookAddressType

AddressbookAddressType represents the contact address type

Value	Description
MAIN	MAIN address type represents the contact main address
OTHER	OTHER address type represents the contact secondary address

AddressBookContactType

The AddressBookContactType enum represents the type of an address book contact

Value	Description
USER
CUSTOMER
ORGANIZATION

AddressBookMailType

The AddressBookMailType enum represents the type of an addressbook contact email

Value	Description
WORK	Work mail type
HOME	Home mail type

AddressBookTelType

The AddressBookTelType enum represents the type of an addressbook contact telephone number

Value	Description
FAX	Fax telephone number type
HOME	Home telephone number type
CELL	Cell telephone number type
WORK	Work telephone number type
CELL_WORK	Cell_work telephone number type
FAX_WORK	Fax_work telephone number type
FAX_HOME	Fax_home telephone number type
CELL_HOME	Cell_home telephone number type
MAIN	Main telephone number type
OTHER	Other telephone number type

AddressBookWebType

The AddressBookWebType enum represents the type of an addressbook contact web site

Value	Description
WORK	Work web type
HOME	Home web type

AdvancedQueryType

The AdvancedQueryType enum represents the type of the advanced query

Value	Description
TVOX	TVox type
ADDRESSBOOK	Addressbook type
SUPPORT	Support type

CensusResult

The Census Result enum represents the result of the census of the contact by the operator

Value	Description
NOT_REGISTERED_CAUSE_OTHER_REASON	The operator has not registered the contact due to other reasons
NOT_REGISTERED_CAUSE_USER_CALL_WRONG_NUMBER	The operator has not registered the contact because the contact called the wrong number
NOT_REGISTERED_CAUSE_USER_NOT_ACCEPT	The operator has not registered the contact because the contact did not agree to be registered
NOT_REGISTERED_CAUSE_USER_NOT_USED_HIS_NUMBER	The operator has not registered the contact did not use his number
REGISTERED	The operator has correctly registered the contact
CUSTOMER_NEW_ACTIVITY	The operator did not register the contact because he was recalled by the same contact while he was registering it
PROFILE_SWITCH	The operator did not register the contact because he switch the profile without registering the contact
SYSTEM_TIMEOUT	The operator did not register the contact because the time he had available to register it has expired

ChannelDestinationType

The ChannelDestinationType enum represents the channel destination type of transfer.

Value	Description
INTERNAL	Internal
EXTERNAL	External
REMOTE	Remote

ComparisonGenericOperator

The ComparisonNumberOperator enum represents operator to compare number values.

Value	Description
NULL	Number value is 'null'.
EMPTY	Number value is empty.
NOT_NULL	Number value is not 'null'.
NOT_EMPTY	Number value is not empty.
EQUAL	Number value is equal to at least one value of list field "value" of "ComparisonNumber" type.
NOT_EQUAL	Number value is not equal to at least one value of list field "value" of "ComparisonNumber" type.
CONTAIN	Number value is contained into at least one value of list field "value" of "ComparisonNumber" type.
GREATER_THAN	Number value is greater than or equals to equal to field "value" of "ComparisonNumber" type.
LESSER_THAN	Number value is lesser than or equals to equal to field "value" of "ComparisonNumber" type.
GREATER_EQUAL_THAN	Number value is greater or equal than or equals to equal to field "value" of "ComparisonNumber" type.
LESSER_EQUAL_THAN	Number value is lesser than or equals to equal to field "value" of "ComparisonNumber" type.
BETWEEN	Number value is between field "valueLeft" and field "valueRight" of "ComparisonNumber" type.
IN	Number value is in values
START_WITH	String value is the initial part of at least one value of list field "value" of "ComparisonString" type.
END_WITH	String value is the end of at least one value of list field "value" of "ComparisonString" type.
REGEXP	String value matches the regular expression in field "regexp" of "ComparisonString" type.

ComparisonNumberOperator

The ComparisonNumberOperator enum represents operator to compare number values.

Value	Description
NULL	Number value is 'null'.
EMPTY	Number value is empty.
NOT_NULL	Number value is not 'null'.
NOT_EMPTY	Number value is not empty.
EQUAL	Number value is equal to at least one value of list field "value" of "ComparisonNumber" type.
NOT_EQUAL	Number value is not equal to at least one value of list field "value" of "ComparisonNumber" type.
CONTAIN	Number value is contained into at least one value of list field "value" of "ComparisonNumber" type.
GREATER_THAN	Number value is greater than or equals to equal to field "value" of "ComparisonNumber" type.
LESSER_THAN	Number value is lesser than or equals to equal to field "value" of "ComparisonNumber" type.
GREATER_EQUAL_THAN	Number value is greater or equal than or equals to equal to field "value" of "ComparisonNumber" type.
LESSER_EQUAL_THAN	Number value is lesser than or equals to equal to field "value" of "ComparisonNumber" type.
BETWEEN	Number value is between field "valueLeft" and field "valueRight" of "ComparisonNumber" type.
IN	Value is in values
START_WITH	String value is the initial part of at least one value of list field "value" of "ComparisonString" type.
END_WITH	String value is the end of at least one value of list field "value" of "ComparisonString" type.
REGEXP	String value matches the regular expression in field "regexp" of "ComparisonString" type.

ComparisonStringOperator

The ComparisonStringOperator enum represents operator to compare string values.

Value	Description
NULL	String value is 'null'.
EMPTY	String value is empty.
NOT_NULL	String value is not 'null'.
NOT_EMPTY	String value is not empty.
EQUAL	String value is equal to at least one value of list field "value" of "ComparisonString" type.
NOT_EQUAL	String value is not equal to at least one value of list field "value" of "ComparisonString" type.
CONTAIN	String value is contained into at least one value of list field "value" of "ComparisonString" type.
START_WITH	String value is the initial part of at least one value of list field "value" of "ComparisonString" type.
END_WITH	String value is the end of at least one value of list field "value" of "ComparisonString" type.
IN	String is in values
REGEXP	String value matches the regular expression in field "regexp" of "ComparisonString" type.

ComparisonTimeOperator

The ComparisonTimeOperator enum represents operator to compare time values.

Value	Description
NULL	Number value is 'null'.
EMPTY	Number value is empty.
NOT_NULL	Number value is not 'null'.
NOT_EMPTY	Number value is not empty.
EQUAL	Number value is equal to at least one value of list field "value" of "ComparisonNumber" type.
NOT_EQUAL	Number value is not equal to at least one value of list field "value" of "ComparisonNumber" type.
GREATER_THAN	Time value is greater than or equals to equal to field "value" of "ComparisonTime" type.
LESSER_THAN	Time value is lesser than or equals to equal to field "value" of "ComparisonTime" type.
BETWEEN	Time value is between field "valueLeft" and field "valueRight" of "ComparisonTime" type.

ContactLookupType

The ContactLookupType enum represents contact lookup type.

Value	Description
SUCCESS	Single contact lookup
MULTIPLE	Multiple contact lookup
NONE	No contact lookup
ERROR	Error in contact lookup

ContactType

The ContactType enum represents contact type.

Value	Description
USER	Internal user contact
SERVICE	Service contact
SHORT_NUMBER	Short number contact
EXTERNAL_ITEM	External contact
EXTERNAL_ORGANIZATION	External organization contact
PERSONAL_ITEM	Personal contact
UNKNOWN	Unknown contact
ANONYMOUS	Anonymous contact

Context

The Context enum represents the time context of interaction.

Value	Description
ACTIVE	Active
OUT_OF_SERVICE	Out of service
OUT_OF_CALENDAR	Out of calendar
CUSTOM_1	Custom context 1
CUSTOM_2	Custom context 2
CUSTOM_3	Custom context 3
CUSTOM_4	Custom context 4
CUSTOM_5	Custom context 5

DatamodelMethod

Datamodel Method

Value	Description
INBOUND_CALLS	Inbound calls
INBOUND_CALLS_COUNT_GROUP	Inbound calls count group
INBOUND_CALLS_COUNT_GROUPS	Inbound calls count groups
OUTBOUND_CALLS	Outbound calls
OUTBOUND_CALLS_COUNT_GROUP	Outbound calls count group
OUTBOUND_CALLS_COUNT_GROUPS	Outbound calls count groups
INBOUND_VIDEO_CALLS	Inbound video calls
INBOUND_VIDEOS_COUNT_GROUP	Inbound videos count group
INBOUND_VIDEOS_COUNT_GROUPS	Inbound videos count groups
INBOUND_CHATS	Inbound chats
INBOUND_CHATS_COUNT_GROUP	Inbound chats count group
INBOUND_CHATS_COUNT_GROUPS	Inbound chats count groups
TICKETS	Tickets
TICKETS_COUNT_GROUP	Tickets count group
TICKETS_COUNT_GROUPS	Tickets count groups
TICKET_ARTICLES	Ticket articles
TICKET_ARTICLES_COUNT_GROUP	Ticket articles count group
POWER_DIALER_CAMPAIGN_SUMMARY	Power dialer campaign summary
POWER_DIALER_CAMPAIGN_ANALYTIC	Power dialer campaign analytic
ADDRESS_BOOK_CONTACTS	Address book contacts
ADDRESS_BOOK_CONTACT_COUNT	Address book contact count
SERVICE_STATUS	Service status
ADVANCED_QUERY	Advanced query

EscalationLevel

EscalationLevel represents the ticket escalation level

Value	Description
NEAR	NEAR level means that the ticket is in pre-escalation
DONE	DONE level means that the ticket has exceeded the time of escalation

GroupingEntity

GroupByEntity represents a grouping entity

Value	Description
USER	User grouping entity
CUSTOMER	Customer grouping entity
ORGANIZATION	Organization grouping entity
SERVICE	Service grouping entity
SKILLSET	Skillset grouping entity

IvrGroupingEntity

IvrGroupingEntity represents an ivr interaction grouping entity

Value	Description
NODE	IVr node grouping entity
IVR_SERVICE	Service grouping entity

IvrSortKeyGroupingEntity

Value	Description
COUNT	Sort by COUNT
DURATION	Sort by DURATION
ID	Sort by ivr service or ivr node id
DESCRIPTION	Sort by node description

KnowledgeBaseUse

The KnowledgeBase enum represents how the knowledge base was used to manage a request

Value	Description
ARTICLE	To manage the request was used a knowledge base article
NOT_USED	The request was handled without using the knowledge base
ARTICLE_NOT_FOUND	A knowledge base article suitable for the solution was not found
NOT_NECESSARY	The operator reported that knowledge base was not required

MultiChannelType

The MultiChannelType enum represents multichannel type.

Value	Description
CALL	Call / Phone channel
GENERIC_1	Custom generic channel 1
GENERIC_2	Custom generic channel 2
GENERIC_3	Custom generic channel 3
VIDEO	Video channel
MAIL	Mail / Support channel
LIVEHELP	LiveHelp channel
CHAT	Chat channel

PopupType

The PopupType enum represents popup type.

Value	Description
EXE	Executable popup
WEB	Web popup

PowerDialerCampaignAnalyticSortField

Value	Description
TOTAL_CALLS
ANSWERED_CALLS
NOT_ANSWERED_CALLS
TOTAL_RING_TIME
AVERAGE_RING_TIME
TOTAL_CONNECTED_TIME
AVERAGE_CONNECTED_TIME
MAXIMUM_CONNECTED_TIME
TOTAL_HOLD_TIME
AVERAGE_HOLD_TIME
AVERAGE_HANDLED_TIME

PowerDialerCampaignStatusSortField

Value	Description
CAMPAIGN_NAME

PowerDialerCampaignSummarySortField

Value	Description
TOTAL_CALLED_CONTACTS
TOTAL_ATEMPTS
POSITIVE_ATEMPTS
NEGATIVE_ATEMPTS
NOANSWER
BUSY
CLOSED_BY_TVOX
CONGESTION
GENERIC_ERROR

QueueType

Methods of distributing interactiuons to operators

Value	Description
PICKUP	The operators associated with the service choose the interaction to be processed
ACD	In Automatic Call Distribution interactions are automatically distributed among the operators associated with the service

ServiceStatusContext

Indicates if the service is open, closed or Out of service

Value	Description
OPEN	Open
CLOSED	The service is subject to an opening calendar and there is an out of hours situation
OUT_OF_SERVICE	Is when there are no agents logged into the queue during opening hours

SortDirection

The SortKeyInboundInteraction enum represents sort direction for inbound interactions search.

Value	Description
ASC	Ascending direction
DESC	Descending direction

SortKeyAddressBookContact

Value	Description
UUID	Uuid
FULL_NAME	Full name
NAME	Name
SURNAME	Surname
OTHER_NAME	Other name
USER_NAME	User name
ORGANIZATION_UUID	Organization uuid
ORGANIZATION_FULL_NAME	Organization full name
DEPARTMENT	Department
STREET	Street
CITY	City
DISTRICT	District
CAP	Cap
COUNTRY	Country
CUSTOMER_CODE	Customer code
CATEGORY	Category
NOTE	Note
VIP	Vip
NPS	Nps
ROLE	Role
SITE	Site
CUSTOM_1	Custom 1
CUSTOM_2	Custom 2
CUSTOM_3	Custom 3
CUSTOM_4	Custom 4
CUSTOM_5	Custom 5
CUSTOM_6	Custom 6
CUSTOM_7	Custom 7
CUSTOM_8	Custom 8
CUSTOM_9	Custom 9
CUSTOM_10	Custom 10

SortKeyGroupingEntity

Value	Description
COUNT	count of grouping entity
TIME_UNIT	time unit
UUID	AddressBookContact Uuid
FULL_NAME	AddressBookContact Full name
NAME	AddressBookContact Name
SURNAME	AddressBookContact Surname
OTHER_NAME	AddressBookContact Other name
USER_NAME	AddressBookContact User name
DEPARTMENT	AddressBookContact Department
CUSTOMER_CODE	AddressBookContact Street
CATEGORY	AddressBookContact Category
NOTE	AddressBookContact Note
VIP	AddressBookContact Vip
NPS	AddressBookContact Nps
ROLE	AddressBookContact Role
SITE	AddressBookContact Site
CUSTOM_1	AddressBookContact Custom 1
CUSTOM_2	AddressBookContact Custom 2
CUSTOM_3	AddressBookContact Custom 3
CUSTOM_4	AddressBookContact Custom 4
CUSTOM_5	AddressBookContact Custom 5
CUSTOM_6	AddressBookContact Custom 6
CUSTOM_7	AddressBookContact Custom 7
CUSTOM_8	AddressBookContact Custom 8
CUSTOM_9	AddressBookContact Custom 9
CUSTOM_10	AddressBookContact Custom 10
SERVICE_CODE	ServiceDescription Code
SERVICE_DESCRIPTION	ServiceDescription Description
SKILLSET_CODE	SkillsetDescription Code
SKILLSET_DESCRIPTION	SkillsetDescription Description

SortKeyInboundInteraction

The SortKeyInboundInteraction enum represents sort key for inbound interactions search.

Value	Description
ID	Unique identifier
USER	User's username
EXTEN	User's logged exten
SIP_CHANNEL	SIP channel identifier
SKILLSET	Skillset code
CLI	Caller Line Identification (Calling number)
DNIS	Direct Number Information System (Called number)
START_TIME	Start time
DISTRIBUTION_TIME	Distribution time
ANSWER_BY_USER_TIME	Answer time by user
WAIT_DURATION_ON_USER	Ringing time on user
DURATION_ON_USER	Connection time with user
END_TIME	End time
WAIT_DURATION	Waiting duration time in IVR
TOTAL_DURATION	Total duration time in the system
SERVICE	Service code
POPUP_TYPE	Popup type
CONTEXT	Time context
SIP_CALL_ID	SIP call identifier (only for calls)
CUSTOMER	Customer code
SERVICE_PRIORITY	Service priority
MULTICHANNEL_SESSION	Multichannel session id
IVR_LABEL	IVR node label
INTERVIEW_SERVICE	Interview (Survey) service code
SMARTREC	Recording file (only for calls)
DATA	Additional data
QUEUE_TIME	Queueing time
QUEUE_DURATION	Queueing duration time
WNR_ON_USER_TIME	WNR (after interaction work) time
WNR_DURATION_ON_USER	WNR (after interaction work) duration time
CALL_RESULT_LEVEL_1	1st level of call result (exit code)
CALL_RESULT_LEVEL_2	2nd level of call result (exit code)
HOLD_DURATION	Hold duration time on user
CALL_TAG_NOTE_1	Call tagging note 1
CALL_TAG_NOTE_2	Call tagging note 2
CHANNEL_DESTINATION	Channel destination of transfer
SENTIMENT	Customer sentiment code
CONTACT_ID	Contact UUID
CONTACT_USERNAME	Contact username (if internal of type "USER")
CONTACT_VALUE	Contact value (e.g. phone number)
CONTACT_TYPE	Contact type
CONTACT_LOOKUP_TYPE	Contact lookup result type
CensusResult	Contact censur result
ABANDONED_CALL	Linked abandoned call id
CALLBACK_CALL	Linked callback call id
GENERIC_1	Generic custom data 1
GENERIC_2	Generic custom data 2
GENERIC_3	Generic custom data 3
GENERIC_4	Generic custom data 4
GENERIC_5	Generic custom data 5
LAST_UPDATE_TIME	Last update time

SortKeyIvrNodeInteraction

Value	Description
CALL_ID	callId
START_AT	startAt
STEP	step
VERSION	version
DURATION	duration
DIGIT	digit
TIMEOUT	timeout
INVALID	invalid
RETRY	retry
LABEL	label
ACTION	action

SortKeyTicket

Value	Description
ID	Id
PRIORITY	Priority
STATE	State
NUMBER	Number
TITLE	Title
FIRST_RESPONSE_AT	First response at
FIRST_RESPONSE_ESCALATION_AT	First response escalation at
FIRST_RESPONSE_IN_MIN	First response in min
FIRST_RESPONSE_DIFF_IN_MIN	First response diff in min
CREATED_AT	Created at
UPDATED_AT	Updated at
CLOSE_AT	Close at
CLOSE_ESCALATION_AT	Close escalation at
CLOSE_IN_MIN	Close in min
CLOSE_DIFF_IN_MIN	Close diff in min
UPDATE_ESCALATION_AT	Update escalation at
UPDATE_IN_MIN	Update in min
UPDATE_DIFF_IN_MIN	Update diff in min
LAST_CONTACT_AT	Last contact at
LAST_CONTACT_AGENT_AT	Last contact agent at
LAST_CONTACT_CUSTOMER_AT	Last contact customer at
LAST_OWNER_UPDATE_AT	Last owner update at
CREATE_ARTICLE_TYPE_ID	Create article type id
CREATE_ARTICLE_SENDER_ID	Create article sender id
ARTICLE_COUNT	Article count
FORGOTTEN_ARTICLE_COUNT	forgotten Article Count
NOT_FORGOTTEN_ARTICLE_COUNT	not forgotten Article Count
ESCALATION_AT	Escalation at
PENDING_TIME	Pending time
TIME_UNIT	Time unit
FORGOTTEN_TIME_UNIT	forgotten Time Unit
NOT_FORGOTTEN_TIME_UNIT	not forgotten Time Unit
T_CUSTOM_1	Custom field 1
T_CUSTOM_2	Custom field 2
T_CUSTOM_3	Custom field 3
T_CUSTOM_4	Custom field 4
T_CUSTOM_5	Custom field 5
T_CUSTOM_6	Custom field 6
T_CUSTOM_7	Custom field 7
T_CUSTOM_8	Custom field 8
T_CUSTOM_9	Custom field 9
T_CUSTOM_10	Custom field 10
T_CUSTOM_11	Custom field 11
T_CUSTOM_12	Custom field 12
T_CUSTOM_13	Custom field 13
T_CUSTOM_14	Custom field 14
T_CUSTOM_15	Custom field 15
T_CUSTOM_16	Custom field 16
T_CUSTOM_17	Custom field 17
T_CUSTOM_18	Custom field 18
T_CUSTOM_19	Custom field 19
T_CUSTOM_20	Custom field 20
T_CUSTOM_21	Custom field 21
T_CUSTOM_22	Custom field 22
T_CUSTOM_23	Custom field 23
T_CUSTOM_24	Custom field 24
T_CUSTOM_25	Custom field 25
T_CUSTOM_26	Custom field 26
T_CUSTOM_27	Custom field 27
T_CUSTOM_28	Custom field 28
T_CUSTOM_29	Custom field 29
T_CUSTOM_30	Custom field 30
T_CUSTOM_31	Custom field 31
T_CUSTOM_32	Custom field 32
T_CUSTOM_33	Custom field 33
T_CUSTOM_34	Custom field 34
T_CUSTOM_35	Custom field 35
T_CUSTOM_36	Custom field 36
T_CUSTOM_37	Custom field 37
T_CUSTOM_38	Custom field 38
T_CUSTOM_39	Custom field 39
T_CUSTOM_40	Custom field 40
T_CUSTOM_41	Custom field 41
T_CUSTOM_42	Custom field 42
T_CUSTOM_43	Custom field 43
T_CUSTOM_44	Custom field 44
T_CUSTOM_45	Custom field 45
T_CUSTOM_46	Custom field 46
T_CUSTOM_47	Custom field 47
T_CUSTOM_48	Custom field 48
T_CUSTOM_49	Custom field 49
T_CUSTOM_50	Custom field 50
T_CUSTOM_51	Custom field 51
T_CUSTOM_52	Custom field 52
T_CUSTOM_53	Custom field 53
T_CUSTOM_54	Custom field 54
T_CUSTOM_55	Custom field 55
T_CUSTOM_56	Custom field 56
T_CUSTOM_57	Custom field 57
T_CUSTOM_58	Custom field 58
T_CUSTOM_59	Custom field 59
T_CUSTOM_60	Custom field 60
T_CUSTOM_61	Custom field 61
T_CUSTOM_62	Custom field 62
T_CUSTOM_63	Custom field 63
T_CUSTOM_64	Custom field 64
T_CUSTOM_65	Custom field 65
T_CUSTOM_66	Custom field 66
T_CUSTOM_67	Custom field 67
T_CUSTOM_68	Custom field 68
T_CUSTOM_69	Custom field 69
T_CUSTOM_70	Custom field 70
T_CUSTOM_71	Custom field 71
T_CUSTOM_72	Custom field 72
T_CUSTOM_73	Custom field 73
T_CUSTOM_74	Custom field 74
T_CUSTOM_75	Custom field 75
T_CUSTOM_76	Custom field 76
T_CUSTOM_77	Custom field 77
T_CUSTOM_78	Custom field 78
T_CUSTOM_79	Custom field 79
T_CUSTOM_80	Custom field 80
T_CUSTOM_81	Custom field 81
T_CUSTOM_82	Custom field 82
T_CUSTOM_83	Custom field 83
T_CUSTOM_84	Custom field 84
T_CUSTOM_85	Custom field 85
T_CUSTOM_86	Custom field 86
T_CUSTOM_87	Custom field 87
T_CUSTOM_88	Custom field 88
T_CUSTOM_89	Custom field 89
T_CUSTOM_90	Custom field 90
T_CUSTOM_91	Custom field 91
T_CUSTOM_92	Custom field 92
T_CUSTOM_93	Custom field 93
T_CUSTOM_94	Custom field 94
T_CUSTOM_95	Custom field 95
T_CUSTOM_96	Custom field 96
T_CUSTOM_97	Custom field 97
T_CUSTOM_98	Custom field 98
T_CUSTOM_99	Custom field 99
T_CUSTOM_DATE_1	Time Custom Date field 1
T_CUSTOM_DATE_2	Time Custom Date field 2
T_CUSTOM_DATE_3	Time Custom Date field 3
T_CUSTOM_DATE_4	Time Custom Date field 4
T_CUSTOM_DATE_5	Time Custom Date field 5
T_CUSTOM_DATE_6	Time Custom Date field 6
T_CUSTOM_DATE_7	Time Custom Date field 7
T_CUSTOM_DATE_8	Time Custom Date field 8
T_CUSTOM_DATE_9	Time Custom Date field 9
T_CUSTOM_DATE_10	Time Custom Date field 10
T_CUSTOM_DATE_11	Time Custom Date field 11
T_CUSTOM_DATE_12	Time Custom Date field 12
T_CUSTOM_DATE_13	Time Custom Date field 13
T_CUSTOM_DATE_14	Time Custom Date field 14
T_CUSTOM_DATE_15	Time Custom Date field 15
T_CUSTOM_DATE_16	Time Custom Date field 16
T_CUSTOM_DATE_17	Time Custom Date field 17
T_CUSTOM_DATE_18	Time Custom Date field 18
T_CUSTOM_DATE_19	Time Custom Date field 19
T_CUSTOM_DATE_20	Time Custom Date field 20
T_CUSTOM_DATE_21	Time Custom Date field 21
T_CUSTOM_DATE_22	Time Custom Date field 22
T_CUSTOM_DATE_23	Time Custom Date field 23
T_CUSTOM_DATE_24	Time Custom Date field 24
T_CUSTOM_DATE_25	Time Custom Date field 25
T_CUSTOM_DATE_26	Time Custom Date field 26
T_CUSTOM_DATE_27	Time Custom Date field 27
T_CUSTOM_DATE_28	Time Custom Date field 28
T_CUSTOM_DATE_29	Time Custom Date field 29
T_CUSTOM_DATE_30	Time Custom Date field 30
T_CUSTOM_DATE_31	Time Custom Date field 31
T_CUSTOM_DATE_32	Time Custom Date field 32
T_CUSTOM_DATE_33	Time Custom Date field 33
T_CUSTOM_DATE_34	Time Custom Date field 34
T_CUSTOM_DATE_35	Time Custom Date field 35
T_CUSTOM_DATE_36	Time Custom Date field 36
T_CUSTOM_DATE_37	Time Custom Date field 37
T_CUSTOM_DATE_38	Time Custom Date field 38
T_CUSTOM_DATE_39	Time Custom Date field 39
T_CUSTOM_DATE_40	Time Custom Date field 40
T_CUSTOM_DATE_41	Time Custom Date field 41
T_CUSTOM_DATE_42	Time Custom Date field 42
T_CUSTOM_DATE_43	Time Custom Date field 43
T_CUSTOM_DATE_44	Time Custom Date field 44
T_CUSTOM_DATE_45	Time Custom Date field 45
T_CUSTOM_DATE_46	Time Custom Date field 46
T_CUSTOM_DATE_47	Time Custom Date field 47
T_CUSTOM_DATE_48	Time Custom Date field 48
T_CUSTOM_DATE_49	Time Custom Date field 49

SortKeyTicketArticle

Value	Description
ID	ID
TICKET_ID	Ticket ID
Type	TYPE
SENDER_TYPE	Sender type
FROM	FROM
TO	TO
CC	CC
SUBJECT	Subject
REPLY_TO	Reply to
MESSAGE_ID	Message id
IN_REPLY_TO	In reply to
CONTENT_TYPE	Content type
REFERENCES	References
INTERNAL	Internal
TIME_UNIT	Time unit
CREATED_AT	Created at

Status

The Status enum represents the status of interaction.

Value	Description
HANGUP	Hanging up the caller
SHORT_INTERACTION	Hang up before the short call time, set on the service, or the default short call time, expires
CLOSED_BY_SYSTEM	Closed by the system
CLOSED_BY_SYSTEM_NO_SELECTION	Closed by system for no selection in IVR
CLOSED_BY_SYSTEM_MAX_QUEUED_CALL_OVER	Closed by system for reaching the maximum number of interactions in the queue
CLOSED_BY_SYSTEM_MAX_CALL_OVER	Closed by system for reaching the maximum number of interactions
CLOSED_BY_SYSTEM_CALLBACK	Closed by system for callback (phone channel)
CLOSED_WITH_TRANSFER	Closed by system with transfer
ANSWERED_CLOSED_BY_CALLER	Answered and closed by caller
ANSWERED_CLOSED_BY_CALLED	Answered and closed by called
ANSWERED_WITH_BLIND_TRANSFER	Answered and transfered (blind)
ANSWERED_WITH_CONSULTATION_TRANSFER	Answered and transfered with consultation
ERROR	Error

Step

The Step enum represents interaction step to return to the interaction type result.

Value	Description
LAST	Last step
ALL	All steps

TVoxChannel

Value	Description
CALL
CALLBACK
VIDEO
SUPPORT
LIVEHELP
CHAT
WHATSAPP_TWILIO
CUSTOM_CHANNEL_1
CUSTOM_CHANNEL_2
CUSTOM_CHANNEL_3

TVoxStatus

Value	Description
READY
BOOKED
BUSY
NOT_LOGGED
NOT_READY
NOT_READY_BUSY
WORK_NOT_READY

TicketArticleSender

The TicketArticleSender enum represents the type of a ticket article sender

Value	Description
AGENT	Agent article sender type
CUSTOMER	Customer article sender type
SYSTEM	System article sender type

TicketArticleType

The TicketArticleType enum represents the type of a ticket article

Value	Description
EMAIL	Email ticket type
SMS	Sms ticket type
CHAT	Chat ticket type
FAX	Fax ticket type
PHONE	Phone ticket type
TWITTER_STATUS	Twitter STATUS ticket type
TWITTER_DIRECT_MESSAGE	Twitter direct message ticket type
FACEBOOK_FEED_POST	Facebook feed post ticket type
FACEBOOK_FEED_COMMENT	Facebook feed comment ticket type
NOTE	Note ticket type
WEB	Web ticket type
TELEGRAM_PERSONAL_MESSAGE	Telegram PERSONAL-MESSAGE ticket type

TicketLinkType

The TicketLinkType enum represents the type of a ticket link

Value	Description
NORMAL	Normal ticket link type
PARENT	Parent ticket link type
CHILD	Child ticket link type

TicketPriority

The TicketPriority enum represents the priority of a support ticket

Value	Description
LOW	lowest priority
NORMAL	medium priority
HIGH	highest priority

TicketState

The TicketState enum represents the state of a support ticket

Value	Description
NEW	New ticket state
OPEN	Open ticket state
PENDING_REMINDER	Pending reminder ticket state
CLOSED	Closed ticket state
MERGED	Merged ticket state
PENDING_CLOSE	Pending close ticket state

TransferToType

The TransferToType enum represents the type of transfer destination.

Value	Description
SERVICE	Transfer to service
NUMBER	Transfer to number

machine

Value	Description
TVOX
SUPPORT

Scalars

Boolean

The Boolean scalar type represents true or false.

Int

The Int scalar type represents non-fractional signed whole numeric values. Int can represent values between -(2^31) and 2^31 - 1.

OrderedMap

The OrderedMap scalar type represents a map where keys keeps an order and values are strings.

String

The String scalar type represents textual data, represented as UTF-8 character sequences. The String type is most often used by GraphQL to represent free-form human-readable text.

Time

The Time scalar type represents date/time (RFC 3339) as string at UTC. Format: "YYYY-MM-DDThh:mm:ssZ" Example: "2021-02-13T14:55:34Z"

Unions

GroupByEntity

GroupByEntity represent the entity type that must be grouped

Type	Description
AddressBookContact	The `AddressBookContact` type represents a single contact from an address-book
ServiceDescription	The `ServiceDescription` type represents a service with its description
SkillsetDescription	The `SkillsetDescription` type represents a skillset with its description

IvrInteractionGroupEntity

IvrInteractionGroupByEntity represent an ivr interaction entity type that must be grouped

Type	Description
IvrNode
IvrService

Integration

TVox Data Model can be integrated with any third-party software that can have a Web API (HTTP GET/POST requests) as its data source and can manipulate its response in JSON format.

Microsoft and Google provide some of the most popular tools for data analysis / BI and reporting:

Microsoft Excel & Power BI
Google Sheets

Microsoft Excel & Power BI

Microsoft Excel, both in its desktop and cloud version (Microsoft Office 365), is one of the industry standard for spreadsheet applications featuring calculation and graphing tools for data analysis and reporting.

Microsoft Power BI is a business analytics service. It aims to provide interactive visualizations and business intelligence capabilities with an interface simple enough for end users to create their own reports and dashboards.

Both Excel and Power BI use the Power Query tool to get data from an external source and transform it.

Example:

Below is an example of how to integrate the search for inbound service calls on Excel 2016.

query {
  inboundCalls(search: { year: 2020, month: 11 }) {
    id
    step
    cli
    dnis
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCalls(search: { year: 2020, month: 11 }) {\n    id\n    step\n    cli\n    dnis\n  }\n}\n"}' --compressed

Power Query

let
    graphQLurl = "https://TVOX_HOST/datamodel/query",
    APIKey ="XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
    query="query { inboundCalls(search: { year: 2021, month: 1 }) { id step cli dnis user{uuid} }}",
    tableFieldNames={"id", "step", "cli", "dnis", "user"},

    /* Return error messages in table */
    ErrorHandler = (errors) =>   
        let
            #"Conversione in tabella" = Table.FromList(errors, Splitter.SplitByNothing(), null, null, ExtraValues.Error),
            #"Tabella Column1 espansa" = Table.ExpandRecordColumn(#"Conversione in tabella", "Column1", {"message"}, {"message"})
        in  
            #"Tabella Column1 espansa",
    /* Return query result data in table */
    DataHandler = (data) =>
        let
            calls = data[inboundCalls],
            #"Conversione in tabella" = Table.FromList(calls, Splitter.SplitByNothing(), null, null, ExtraValues.Ignore),
            #"Tabella Column1 espansa1" = Table.ExpandRecordColumn(#"Conversione in tabella", "Column1", tableFieldNames)
        in
            #"Tabella Column1 espansa1",

    Source = Web.Contents(
    graphQLurl,
    [
        Headers=[
            #"Method"="POST",
            #"Content-Type"="application/json",
            #"X-Telenia-APIKey"=APIKey,
            #"Access-Control-Allow-Origin"="*" 
        ],
        Content=Text.ToBinary("{""query"": """ & query & """}")
    ]
    ),
    #"JSON" = Json.Document(Source),
    Result = try ErrorHandler(JSON[errors]) otherwise if JSON[data] <> null then DataHandler(JSON[data]) else null
in
    Result

The Power Query code on the right makes an HTTP POST call to the inboundCalls API passing the APIKey in the header; the result is converted into a table showing for each call step its id, step, cli and dnis.

To execute the request:

Open Excel 2016.
Select the Data tab.
From Get & Transform select New Query > Other sources > Empty query.
From Query open Advanded editor and write/paste the Power Query code you can find on the right, replacing <TVOX_HOST> with the host of your TVox and XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX value with the actual API Key.
Selecting Close and save query result will be loaded on your sheet.

This is just a simple example of how to integrate the TVox Data Model with Excel 2016 but it can be developed according to your needs and also integrated on Microsoft Excel for Office 365 and Microsoft PowerBI.

Consult the API Reference section to compose your query, helping you with the development and testing environment.

Google Sheets

Google Sheets is a cloud-based software where you can create and edit spreadsheets directly in your web browser or mobile app (Android or iOS). Multiple people can work simultaneously, you can see people’s changes as they make them, and every change is saved automatically.

Google Sheets does not natively allow you to retrieve data from a web source in JSON format, but it is possible to integrate custom functions (in Javascript code) capable of doing so.

IMPORTJSONAPI (complete documentation here) provides a custom function to selectively extract data from a JSON or GraphQL API in a tabular format suitable for import into a Google Sheets spreadsheet.
Following example uses this function.

Example:

Below is an example of how to integrate the search for inbound service calls on Google Spredsheet.

The Function Query code on the right makes an HTTP POST call to the inboundCalls API passing the APIKey in the header; the result is converted into a table showing for each call step its id, step, cli and dnis.

query {
  inboundCalls(search: { year: 2020, month: 11 }) {
    id
    step
    cli
    dnis
  }
}

curl 'https://<TVOX_HOST>/datamodel/query' -H 'Accept-Encoding: gzip, deflate, br' -H 'Content-Type: application/json' -H 'Accept: application/json' -H 'Connection: keep-alive' -H 'DNT: 1' -H 'Origin: https://<TVOX_HOST>' -H 'X-Telenia-APIKey: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' --data-binary '{"query":"query {\n  inboundCalls(search: { year: 2020, month: 11 }) {\n    id\n    step\n    cli\n    dnis\n  }\n}\n"}' --compressed

Function Query

=IMPORTJSONAPI("https://<TVOX_HOST>/datamodel/query"; "$..inboundCalls[*]"; "id,step,cli,dnis"; "method=post"; "contentType=application/json"; "headers={ 'X-Telenia-APIKey' : 'XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' }"; "payload={ 'query': '{ inboundCalls(search: { year: 2020, month: 11 }) { id step cli dnis }}'}")

The IMPORTJSONAPI custom function contains functionality that requires the Google Chrome V8 runtime in order to work. To enable this select the Tools > Script > Run > Enable new Apps Script runtime powered by Chrome V8 option.

To add IMPORTJSONAPI custom function to your spreadsheet and use it, follow this procedure:

Open the a Google Sheet spreadsheet in your browser.
Select the Tools > Script editor menu option. This will open a script editor window. You will need to copy and paste the function code into a blank script file.
Copy the entire contents of the IMPORTJSONAPI.gs file. The raw file can be found here.
Paste this into the blank Code.gs script file or another blank script file that you have created.
Select the File > Save menu option to save the script.
Go back to your sheet and you should now be able to use the =IMPORTJSONAPI() function.
In a cell of your spreadsheet write/paste the Function Query code you can find on the right, replacing <TVOX_HOST> with the host of your TVox and XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX value with the actual API Key.

The IMPORTJSONAPI custom function uses JSONPath expressions to select data to extract. Each JSON object matched by the expression will become a row in your spreadsheet. An introduction to JSONPath expressions can be found at http://goessner.net/articles/JsonPath/.

This is just a simple example of how to integrate the TVox Data Model with Google Sheets but it can be developed according to your needs and also integrated on Google Sheets with you own custom function.

Consult the API Reference section to compose your query, helping you with the development and testing environment.

Glossary

TVox

Term	Description	Example
Step	Single event that makes up the life cycle of an interaction (call, video call or chat)	A call received from user A, transfered to user B and then closed, corresponds to an interaction consisting of 3 steps
Interaction	Call, video call or chat. Formed by one or more steps, from the most recent to the oldest
CLI	Caller Line Identification (Calling number)	1234567890
DNIS	Direct Number Information System (Called number)	0452224600

GraphQL

Below a short GraphQL glossary of the main terms used in reference to the example on the right, reporting a basic GraphQL query for retrieving some users info searching them by name.

# Query "users" searches for users with name equal to "John"
# and displays their name, surname and address (street and city)
query {
  users(searchName: "John") {
    name
    surname
    address {
      street
      city
    }
  }
}

Term	Description	Example
Query	Operation type defining a single data request	`query`
Operation	Function that retrieves requested data	`users`
Argument	Condition to filter, paginate and sort requested data	`searchName`
Field	Value that rapresents requested data	`name`, `surname`, `address` (`street` and `city` are defined as fields of `address`)
Inline Fragments	If you are querying a field that returns an interface or a union type, you will need to use inline fragments to access data on the underlying concrete type.	`groupByEntity { ... on ServiceDescription { code description } ... on AddressBookContact { uuid fullName } }`

Changelog

2.2.2

Available from: 24.8.0, 24.3.25, 24.7.4
* Features / Enhancements
* added new chatsession count query: chatSessionCount

2.2.1

Available from: 24.6 * Features / Enhancements * added new tickets history query: TicketsHistory

2.2.0

Available from: 23.0.0 * Features / Enhancements * added new Power Dialer query: PowerDialerCampaigns, PowerDialerCampaignExecutions, PowerDialerMultiChannelHistory * added new Power Dialer Instant Messaging query: PowerDialerInstantMessagingCampaignStatus, PowerDialerInstantMessagingHistory * added new Chat Channel query: chatHistorySummary, chatHistorySummaryCount, chatSession * added new Callback Call query: callbackCallsHistory, callbackCallsHistoryCount * added new Call Detail Record (CDR) query: callDetailRecords, callDetailRecordsCount, callDetailRecordsSummary

2.1.4

Available from: 22.2.0 * Features / Enhancements * added new Power Dialer query: PowerDialerCampaigns, PowerDialerCampaignExecutions, PowerDialerMultiChannelHistory * added new Power Dialer Instant Messaging query: PowerDialerInstantMessagingCampaignStatus, PowerDialerInstantMessagingHistory

2.1.3

Available from: 23.0.0, 22.1.0, 22.0.12

Features / Enhancements
- added new Survery Report query: surveyList, surveyReport, surveyReportCount

2.1.2

Available from: 23.0.0, 22.1.0, 22.0.9

Features / Enhancements
- added new Business Process Manager query: bpmExecutionReport, bpmExecutionReportCount

2.1.1

Available from: 23.0.0, 22.1.0, 22.0.4

Features / Enhancements
- search method ticketArticles: added the ticketNumber in the search filter and result

2.1.0

Available from: 23.0.0, 22.1.0, 22.0.2

Features / Enhancements
- added new search method abandonedCall, abandonedCalls, abandonedCallsCount

2.0.0

Available from: 22.0.0

Features / Enhancements
- added new search method "multiChannelSummary"
- tickets method adaptation for contacts oblivion, 4 new parameters have been added (forgottenTimeUnit, notForgottenTimeUnit, forgottenArticleCount, notForgottenArticleCount)

1.2.9

Features / Enhancements
- added new search method "IvrNodeInteractions"
- added new search method "IvrNodeInteractionCount"
- added new search method "IvrNodeInteractionCountGroup"
- added new search method "IvrNodeInteractionCountGroups"

1.2.8

Features / Enhancements
- same as 1.2.7
Bug Fixes
- support - ticketArticlesCountGroup sort by

1.2.7

Features / Enhancements
- datamodel now can be switched between master/slave machines
- addressbook contacts - a contact can now have multiple addresses
- added new search method "ticketArticles"
- added new search method "ticketArticlesCount"
- added new search method "ticketArticlesCountGroup"
Bug Fixes
- support - search ticket, fix on "first response time" search
- support - search ticket, fix on "knowledge base use" search

1.2.6

Features / Enhancements
- knowledge base answer/category
- support, added new serachable property: escalation level, updated at, queue type
- In Redundant architecture, comprehensive warnings are provided when the slave is not accessible
- added new search method "PowerDialerCampaignSummary"
- added new search method "PowerDialerCampaignAnalytic"
Bug Fixes
- support, createArticleSenderType now is corectly valorized

1.2.5

Features / Enhancements
- Removed the pagination, sorting properties from the search objects, and add them to the parameters of the respective GraphQL methods
- Sorting result of Group Count methods
- inboundCallsCountGroups
- outboundCallsCountGroups
- inboundVideosCountGroups
- inboundChatsCountGroups
- ticketsCountGroups
Bug Fixes
- The search by count filtered for a contact that does not exist returns the total count

1.2.4

Features / Enhancements
- Count groupings for phone, chat, video, support channels

1.2.3

Features / Enhancements
- Call, Video and Chat interaction are no longer treated as a set of interactions having the same unique-id, but as individual (atomic) interaction
- For the support, phone, video and chat channels it is now possible to view and search the use that the operator has made of the knowledge base, through the new knowledgeBaseUse property
- For phone, video and chat channels, it is now possible to view and search operator, customer and organization as AdressBoockContact

1.2.2

Features / Enhancements
- Support

1.2.1

Features / Enhancements
- Addressbook

1.2.0

Features / Enhancements
- Advanced queries for Addressbook
- Advanced queries for Support

1.1.0

Features / Enhancements
- Outbound Service Calls

1.0.0

First release
- Inbound Service Calls
- Inbound Service Video Calls
- Inbound Service Chats
- Advanced queries for calls, video calls and chats