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|
cs:400systemintegration:20webhook [2020/02/18 07:14] candywang |
cs:400systemintegration:20webhook [2022/01/06 10:47] xiaowei |
||
|---|---|---|---|
| 行 37: | 行 37: | ||
| 当前支持以下事件的推送： | 当前支持以下事件的推送： | ||
| - | * [[#会话结束|会话结束（ServiceSessionClosedEvent）]] | + | |
| - | * [[#新消息|新消息（ServiceSessionMessageEvent）]] | + | **平台事件** |
| * [[#创建坐席|创建坐席（AgentUserCreationEvent）]] | * [[#创建坐席|创建坐席（AgentUserCreationEvent）]] | ||
| + | * [[#坐席信息变更|坐席信息变更（AgentUserChangeEvent）]] | ||
| * [[#坐席状态变更|坐席状态变更（AgentUserStateChangedEvent）]] | * [[#坐席状态变更|坐席状态变更（AgentUserStateChangedEvent）]] | ||
| * [[#坐席登出|坐席登出（AgentUserLogoutEvent）]] | * [[#坐席登出|坐席登出（AgentUserLogoutEvent）]] | ||
| 行 46: | 行 47: | ||
| * [[#删除访客标签|删除访客标签（VisitorTagRemovedEvent）]] | * [[#删除访客标签|删除访客标签（VisitorTagRemovedEvent）]] | ||
| * [[#访客信息变更|访客信息变更（VisitorUserChangeEvent）]] | * [[#访客信息变更|访客信息变更（VisitorUserChangeEvent）]] | ||
| - | * [[#坐席信息变更|坐席信息变更（AgentUserChangeEvent）]] | + | **在线客服事件** |
| + | * [[#访客来源|访客来源（ServiceSessionAttributesCreateEvent,ServiceSessionAttributesChangeEvent）]] | ||
| * [[#会话创建|会话创建（ServiceSessionCreatedEvent）]] | * [[#会话创建|会话创建（ServiceSessionCreatedEvent）]] | ||
| + | * [[#新消息|新消息（ServiceSessionMessageEvent）]] | ||
| + | * [[#待接入会话结束|待接入会话结束（ServiceSessionAbortedEvent）]] | ||
| * [[#会话接起|会话接起（ServiceSessionOpenedEvent）]] | * [[#会话接起|会话接起（ServiceSessionOpenedEvent）]] | ||
| * [[#会话转接|会话转接（ServiceSessionTransferedEvent）]] | * [[#会话转接|会话转接（ServiceSessionTransferedEvent）]] | ||
| - | * [[#待接入会话结束|待接入会话结束（ServiceSessionAbortedEvent）]] | ||
| * [[#视频结束|视频结束（RtcMediaClosedEvent）]] | * [[#视频结束|视频结束（RtcMediaClosedEvent）]] | ||
| + | * [[#会话结束|会话结束（ServiceSessionClosedEvent）]] | ||
| * [[#访客完成满意度评价|访客完成满意度评价（ServiceSessionEnquiryEvent）]] | * [[#访客完成满意度评价|访客完成满意度评价（ServiceSessionEnquiryEvent）]] | ||
| - | * [[#访客来源|访客来源（ServiceSessionAttributesCreateEvent,ServiceSessionAttributesChangeEvent）]] | + | **呼叫中心事件** |
| - | + | * [[#通话想单生成|通话详单生成（CallDetailInfoEvent）]] | |
| - | + | * [[#录音生成|录音生成（CallRecordInfoEvent）]] | |
| - | ==== 新消息 ==== | + | |
| - | + | ||
| - | 事件名称：ServiceSessionMessageEvent | + | |
| - | + | ||
| - | 触发条件：会话中出现新消息，包括访客消息、坐席消息、系统消息、命令消息 | + | |
| - | + | ||
| - | 文本消息内容示例： | + | |
| - | + | ||
| - | <code json> | + | |
| - | { | + | |
| - | "eventId": "3a7e82a0-aa60-11e5-8544-5111ba4b872e", //事件ID | + | |
| - | "timestamp": 1450976598050, //时间戳 | + | |
| - | "event": "ServiceSessionMessageEvent", //事件名称 | + | |
| - | "payload": { | + | |
| - | "message": { | + | |
| - | "id": "dad14e23-4566-4ca6-b10e-fceeb59c42c2", //消息ID | + | |
| - | "create_at":"1560417635819"， //消息发送时间 | + | |
| - | "service_session_id": "4e27dd5e-683d-4664-a0db-bb8457ec7101", //对应的会话ID | + | |
| - | "from": { | + | |
| - | "id": "27f74a74-5139-4f8c-b65f-15129e7808a8", //发送方ID（可以是坐席或者访客） | + | |
| - | "name": "Admin", //发送方昵称 | + | |
| - | "type": "Agent" //发送方类型，坐席、访客等 | + | |
| - | }, | + | |
| - | "origin_type": "app", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | + | |
| - | "channel": { | + | |
| - | "id": 21, //关联ID | + | |
| - | "type": "easemob" //关联类型 | + | |
| - | }, | + | |
| - | "body": { | + | |
| - | "type": "txt", //消息类型：文本消息 | + | |
| - | "msg": "asdf" //消息内容 | + | |
| - | }, | + | |
| - | // 新增添的ext字段 | + | |
| - | "ext": { | + | |
| - | "YXUCarID": 32134600, | + | |
| - | "YXUCarImage": "http://c1.xinstatic.com/c/20181211/1636/5c0f771a6f683495918_19.jpg", | + | |
| - | "YXUCarNAME": "宝骏 730 2016款 1.5T 手动 豪华型", | + | |
| - | "YXUCarPRICE": "6.19万 首付0.66万", | + | |
| - | "YXUCarYEAR": "2016年 | 3.2万公里", | + | |
| - | "msgtype": { | + | |
| - | "track": { | + | |
| - | "desc": "宝骏 730 2016款 1.5T 手动 豪华型", | + | |
| - | "img_url": "http://c1.xinstatic.com/c/20181211/1636/5c0f771a6f683495918.jpg", | + | |
| - | "item_url": "https://m.xin.com/x1k284ok45/che32134600.html", | + | |
| - | "price": "售价：6.19万 首付0.66万 行驶：3.2万公里", | + | |
| - | "title": "您好，我对这辆车很感兴趣，想了解一下车的情况" | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | </code> | + | |
| - | + | ||
| - | 图片消息内容示例： | + | |
| - | + | ||
| - | <code json> | + | |
| - | { | + | |
| - | "eventId": "bc4a6120-aa68-11e5-b3c3-dd9f501463d3", //事件ID | + | |
| - | "timestamp": 1450980251761, //时间戳 | + | |
| - | "event": "ServiceSessionMessageEvent", //事件名称 | + | |
| - | "payload": { | + | |
| - | "message": { | + | |
| - | "id": "dc5004d7-39ce-4a03-bca0-af2c16b269d6", //消息ID | + | |
| - | "service_session_id": "4e27dd5e-683d-4664-a0db-bb8457ec7101", //对应的会话ID | + | |
| - | "from": { | + | |
| - | "id": "2cb00d04-60f3-48a4-93b8-caf15b22a262", //发送方ID | + | |
| - | "name": "fa38294841604ac89ba2815689f8f636", //发送方昵称 | + | |
| - | "type": "Visitor" //发送方类型，坐席、访客等 | + | |
| - | }, | + | |
| - | "origin_type": "app", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | + | |
| - | "channel": { | + | |
| - | "id": 21, //关联ID | + | |
| - | "name": "yaaa", //关联名称 | + | |
| - | "type": "easemob" //关联类型 | + | |
| - | }, | + | |
| - | "body": { | + | |
| - | "type": "img", //消息类型：图片 | + | |
| - | "url": "/v1/Tenant/5631/MediaFiles/df56bebd-433c-4b0e-aab9-1684fb75999f", //图片下载地址 | + | |
| - | "secret": "u9X0eqpoEeW-Hw1NajGLHchLw_cjQA0WifvU7Lid7UsaLafh", //文件上传成功后返回的secret | + | |
| - | "filename": "image.jpg", //文件名 | + | |
| - | "size": { //图片尺寸 | + | |
| - | "width": 2448, //图片宽度 | + | |
| - | "height": 3264 //图片高度 | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | } | + | |
| - | </code> | + | |
| ==== 创建坐席 ==== | ==== 创建坐席 ==== | ||
| 行 346: | 行 260: | ||
| "created_at": 1436805675000 //访客标签创建时间 | "created_at": 1436805675000 //访客标签创建时间 | ||
| } | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| + | ==== 访客创建事件 ==== | ||
| + | |||
| + | 事件名称：VisitorUserCreateEvent | ||
| + | |||
| + | 触发条件：会话进行中、结束后，坐席／管理员创建、更改“资料”访客标签来源 | ||
| + | |||
| + | 消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "b9c1e0b0-07b7-11e7-8ab4-53b659cd1343", //事件ID | ||
| + | "timestamp": 1489387133611, //时间戳 | ||
| + | "event": "VisitorUserCreateEvent", //事件名称 | ||
| + | "payload": { | ||
| + | "visitor": { | ||
| + | "id": "2ad4af98-903a-4050-9cea-2d5807c85002", //系统内部访客ID | ||
| + | "username": "webim-visitor-EM3GEFC7TBQVRXYM6GGC", //访客ID | ||
| + | "nickname": "Leoli", //访客昵称 | ||
| + | "name": "Leoli", //访客真实姓名 | ||
| + | "roles": [ //访客身份 | ||
| + | "visitor" | ||
| + | ], | ||
| + | "gendar": 0, //访客性别,0=未知,1=男,2=女 | ||
| + | "created_at": 1488884778000, //访客创建时间 | ||
| + | "updated_at": 1489387133493 //访客信息更新时间 | ||
| } | } | ||
| } | } | ||
| 行 377: | 行 321: | ||
| "updated_at": 1489387133493 //访客信息更新时间 | "updated_at": 1489387133493 //访客信息更新时间 | ||
| } | } | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| + | ==== 访客来源 ==== | ||
| + | |||
| + | 事件名称：ServiceSessionAttributesCreateEvent | ||
| + | |||
| + | 触发条件：会话创建 | ||
| + | |||
| + | 消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a", | ||
| + | "timestamp": 1571735940126, | ||
| + | "event": "ServiceSessionAttributesCreateEvent", | ||
| + | "payload": { | ||
| + | "tenantId": 20016, | ||
| + | "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0", | ||
| + | "entity": [ | ||
| + | { | ||
| + | "name": "carrierOperator", | ||
| + | "value": "ssss35" //运营商 | ||
| + | }, | ||
| + | { | ||
| + | "name": "referer", | ||
| + | "value": "124" //会话发起页 | ||
| + | }, | ||
| + | { | ||
| + | "name": "system", | ||
| + | "value": "sssss" //操作系统 | ||
| + | }, | ||
| + | { | ||
| + | "name": "searchType", | ||
| + | "value": null //推广来源 | ||
| + | }, | ||
| + | { | ||
| + | "name": "accessUrl", | ||
| + | "value": null //着陆页 | ||
| + | }, | ||
| + | { | ||
| + | "name": "ip", | ||
| + | "value": null //IP | ||
| + | }, | ||
| + | { | ||
| + | "name": "equipment", | ||
| + | "value": "4444" //设备 | ||
| + | }, | ||
| + | { | ||
| + | "name": "userAgent", | ||
| + | "value": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/77.0.3865.120 Safari/537.36" //软件环境 | ||
| + | }, | ||
| + | { | ||
| + | "name": "region", | ||
| + | "value": null //地区 | ||
| + | }, | ||
| + | { | ||
| + | "name": "keyword", | ||
| + | "value": null //搜索词 | ||
| + | }, | ||
| + | { | ||
| + | "name": "version", | ||
| + | "value": "1.0" //系统版本 | ||
| + | } | ||
| + | ] | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| + | 事件名称：ServiceSessionAttributesChangeEvent | ||
| + | |||
| + | 触发条件：会话来源修改 | ||
| + | |||
| + | 消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a", | ||
| + | "timestamp": 1571735940126, | ||
| + | "event": "ServiceSessionAttributesChangeEvent", | ||
| + | "payload": { | ||
| + | "tenantId": 20016, | ||
| + | "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0", | ||
| + | "entity": [ | ||
| + | { | ||
| + | "name": "carrierOperator", | ||
| + | "value": "ssss35" //运营商 | ||
| + | }, | ||
| + | { | ||
| + | "name": "referer", | ||
| + | "value": "124" //来源信息 | ||
| + | }, | ||
| + | { | ||
| + | "name": "system", | ||
| + | "value": "sssss" //操作系统 | ||
| + | }, | ||
| + | { | ||
| + | "name": "searchType", | ||
| + | "value": null //推广来源 | ||
| + | }, | ||
| + | { | ||
| + | "name": "accessUrl", | ||
| + | "value": null //着陆页 | ||
| + | }, | ||
| + | { | ||
| + | "name": "ip", | ||
| + | "value": null //IP | ||
| + | }, | ||
| + | { | ||
| + | "name": "equipment", | ||
| + | "value": "4444" //设备 | ||
| + | }, | ||
| + | { | ||
| + | "name": "userAgent", | ||
| + | "value": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/77.0.3865.120 Safari/537.36" //软件环境 | ||
| + | }, | ||
| + | { | ||
| + | "name": "region", | ||
| + | "value": null //地区 | ||
| + | }, | ||
| + | { | ||
| + | "name": "keyword", | ||
| + | "value": null //搜索词 | ||
| + | }, | ||
| + | { | ||
| + | "name": "version", | ||
| + | "value": "1.0" //系统版本 | ||
| + | } | ||
| + | ] | ||
| } | } | ||
| } | } | ||
| 行 418: | 行 492: | ||
| } | } | ||
| </code> | </code> | ||
| + | |||
| + | ==== 新消息 ==== | ||
| + | |||
| + | 事件名称：ServiceSessionMessageEvent | ||
| + | |||
| + | 触发条件：会话中出现新消息，包括访客消息、坐席消息、系统消息、命令消息 | ||
| + | |||
| + | 文本消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "3a7e82a0-aa60-11e5-8544-5111ba4b872e", //事件ID | ||
| + | "timestamp": 1450976598050, //时间戳 | ||
| + | "event": "ServiceSessionMessageEvent", //事件名称 | ||
| + | "payload": { | ||
| + | "message": { | ||
| + | "id": "dad14e23-4566-4ca6-b10e-fceeb59c42c2", //消息ID | ||
| + | "create_at":"1560417635819"， //消息发送时间 | ||
| + | "service_session_id": "4e27dd5e-683d-4664-a0db-bb8457ec7101", //对应的会话ID | ||
| + | "from": { | ||
| + | "id": "27f74a74-5139-4f8c-b65f-15129e7808a8", //发送方ID（可以是坐席或者访客） | ||
| + | "name": "Admin", //发送方昵称 | ||
| + | "type": "Agent" //发送方类型，坐席、访客等 | ||
| + | }, | ||
| + | "origin_type": "app", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | ||
| + | "channel": { | ||
| + | "id": 21, //关联ID | ||
| + | "type": "easemob" //关联类型 | ||
| + | }, | ||
| + | "body": { | ||
| + | "type": "txt", //消息类型：文本消息 | ||
| + | "msg": "asdf" //消息内容 | ||
| + | }, | ||
| + | // 新增添的ext字段 | ||
| + | "ext": { | ||
| + | "YXUCarID": 32134600, | ||
| + | "YXUCarImage": "http://c1.xinstatic.com/c/20181211/1636/5c0f771a6f683495918_19.jpg", | ||
| + | "YXUCarNAME": "宝骏 730 2016款 1.5T 手动 豪华型", | ||
| + | "YXUCarPRICE": "6.19万 首付0.66万", | ||
| + | "YXUCarYEAR": "2016年 | 3.2万公里", | ||
| + | "msgtype": { | ||
| + | "track": { | ||
| + | "desc": "宝骏 730 2016款 1.5T 手动 豪华型", | ||
| + | "img_url": "http://c1.xinstatic.com/c/20181211/1636/5c0f771a6f683495918.jpg", | ||
| + | "item_url": "https://m.xin.com/x1k284ok45/che32134600.html", | ||
| + | "price": "售价：6.19万 首付0.66万 行驶：3.2万公里", | ||
| + | "title": "您好，我对这辆车很感兴趣，想了解一下车的情况" | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| + | 图片消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "bc4a6120-aa68-11e5-b3c3-dd9f501463d3", //事件ID | ||
| + | "timestamp": 1450980251761, //时间戳 | ||
| + | "event": "ServiceSessionMessageEvent", //事件名称 | ||
| + | "payload": { | ||
| + | "message": { | ||
| + | "id": "dc5004d7-39ce-4a03-bca0-af2c16b269d6", //消息ID | ||
| + | "service_session_id": "4e27dd5e-683d-4664-a0db-bb8457ec7101", //对应的会话ID | ||
| + | "from": { | ||
| + | "id": "2cb00d04-60f3-48a4-93b8-caf15b22a262", //发送方ID | ||
| + | "name": "fa38294841604ac89ba2815689f8f636", //发送方昵称 | ||
| + | "type": "Visitor" //发送方类型，坐席、访客等 | ||
| + | }, | ||
| + | "origin_type": "app", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | ||
| + | "channel": { | ||
| + | "id": 21, //关联ID | ||
| + | "name": "yaaa", //关联名称 | ||
| + | "type": "easemob" //关联类型 | ||
| + | }, | ||
| + | "body": { | ||
| + | "type": "img", //消息类型：图片 | ||
| + | "url": "/v1/Tenant/5631/MediaFiles/df56bebd-433c-4b0e-aab9-1684fb75999f", //图片下载地址 | ||
| + | "secret": "u9X0eqpoEeW-Hw1NajGLHchLw_cjQA0WifvU7Lid7UsaLafh", //文件上传成功后返回的secret | ||
| + | "filename": "image.jpg", //文件名 | ||
| + | "size": { //图片尺寸 | ||
| + | "width": 2448, //图片宽度 | ||
| + | "height": 3264 //图片高度 | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| + | ==== 待接入会话结束 ==== | ||
| + | |||
| + | 事件名称：ServiceSessionAbortedEvent | ||
| + | |||
| + | 触发条件：待接入会话超时自动结束、管理员手动关闭待接入会话 | ||
| + | |||
| + | 消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "4642aae0-a1bb-11e7-bc37-fbf67fe4d942", //事件ID | ||
| + | "timestamp": 1506321136945, //时间戳 | ||
| + | "event": "ServiceSessionAbortedEvent", //事件名称 | ||
| + | "payload": { | ||
| + | "serviceSession": { | ||
| + | "id": "562785f2-aed6-4420-bac5-fb1d2bd82f0e", //会话ID | ||
| + | "state": "Abort", //会话状态 | ||
| + | "origin_type": "webim", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | ||
| + | "abort_actor": { //会话结束方信息 | ||
| + | "user_id": "946f116d-2e09-410c-9015-4b480edc9939", //坐席ID | ||
| + | "user_name": "260553619@qq.com", //坐席登录邮箱地址 | ||
| + | "nice_name": "Admin" //坐席昵称 | ||
| + | }, | ||
| + | "timestamp": { | ||
| + | "create": 1506320908000, //会话创建时间 | ||
| + | "start": 1506321136000, //会话接起时间 | ||
| + | "stop": 1506321136000 //会话结束时间 | ||
| + | }, | ||
| + | "channel": { | ||
| + | "id": 10625, //关联ID | ||
| + | "type": "easemob" //关联类型 | ||
| + | }, | ||
| + | "visitor": { | ||
| + | "id": "678c9d67-f2f1-498f-a458-6f3fbf223a64", //系统内部访客ID | ||
| + | "name": "webim-visitor-RXFC9WR4KRG8FMK98PCY" //访客ID | ||
| + | }, | ||
| + | "agent_queue": { | ||
| + | "id": 39005 //会话所属技能组ID | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| ==== 会话接起 ==== | ==== 会话接起 ==== | ||
| 行 465: | 行 675: | ||
| </code> | </code> | ||
| + | |||
| + | ==== 会话分配 ==== | ||
| + | |||
| + | 事件名称：AgentQueueOverflowEvent | ||
| + | |||
| + | 触发条件：管理员在“设置-会话分配-排队规则”页面设置了溢出规则，有会话触发溢出规则。 | ||
| + | |||
| + | 消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "c9ffa180-2d80-11ec-8cfe-dfeae5055c6a", //事件ID | ||
| + | "timestamp": 1634279170995, //时间戳 | ||
| + | "event": "AgentQueueOverflowEvent", //事件名称 | ||
| + | "payload": { | ||
| + | "serviceSession": { //会话数据 | ||
| + | "id": "b7c44cec-6da5-4f79-b50e-6d01db793add", //会话ID | ||
| + | "state": "Wait", //会话状态 | ||
| + | "origin_type": "webim", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | ||
| + | "timestamp": { | ||
| + | "create": 1634279169000, //会话创建时间 | ||
| + | "start": 1634279170000 //会话接起时间 | ||
| + | }, | ||
| + | "visitor": { | ||
| + | "id": "d454c4d7-da9e-4ac0-86d4-6e3c8d3a9d0a", //系统内部访客ID | ||
| + | "name": "webim-visitor-99Y7WTPXEEQJ67RQM7E4", //访客ID | ||
| + | "nickname": "webim-visitor-99Y7WTPXEEQJ67RQM7E4" //访客昵称 | ||
| + | }, | ||
| + | "channel": { | ||
| + | "id": 23727, //关联ID | ||
| + | "type": "easemob" //关联类型 | ||
| + | }, | ||
| + | "agent_queue": { | ||
| + | "id": 164018 //技能组ID | ||
| + | } | ||
| + | }, | ||
| + | "ruleData": { //规则数据 | ||
| + | "name": "排队溢出", //用户自定义的排队规则名称 | ||
| + | "type": "waiting", //规则类型 | ||
| + | "apply": "all", //应用到的技能组id | ||
| + | "rules": [ | ||
| + | { | ||
| + | "type": "and", //类型 | ||
| + | "criterion": "queue_length", //指标 | ||
| + | "threshold": "1", //阈值 | ||
| + | "operator": "gt" //运算符 | ||
| + | } | ||
| + | ], | ||
| + | "actions": [ | ||
| + | { | ||
| + | "action": "overflow", //执行动作 | ||
| + | "name": "溢出到配置的技能组", //执行名称 | ||
| + | "reserve_queue": 41509 //执行预设的技能组id | ||
| + | } | ||
| + | ] | ||
| + | } | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| ==== 会话转接 ==== | ==== 会话转接 ==== | ||
| 行 510: | 行 779: | ||
| } | } | ||
| } | } | ||
| + | } | ||
| + | </code> | ||
| + | |||
| + | ==== 视频结束 ==== | ||
| + | |||
| + | 事件名称：RtcMediaClosedEvent | ||
| + | |||
| + | 触发条件：坐席结束视频通话 | ||
| + | |||
| + | 消息内容示例： | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "96791f40-8234-11e7-8522-47871522633a", | ||
| + | "timestamp": 1502854804131, | ||
| + | "event": "RtcMediaClosedEvent", | ||
| + | "payload": { | ||
| + | "mediaEntity": { //视频结束事件的详细信息 | ||
| + | "session_id": "60e9b15b-8221-4249-ac87-8b53d00cfb43", //视频通话的会话ID | ||
| + | "agent_id": "955eee17-4835-4e23-8b19-7e292d12f0e2", //视频通话中的客服ID | ||
| + | "visitor":{ | ||
| + | "id":"dfe7a557-aa77-443c-b2ec-7a8f93f90f22", //视频通话中的访客ID | ||
| + | "nickname":"webim-visitor-YEPWGBB4TCEYVGCPCJMP", //视频通话中的访客昵称 | ||
| + | }, | ||
| + | "url":{ | ||
| + | "agent":"https://kefu-media-files.oss-cn-beijing.aliyuncs.com/MS_X133600273164668928C2632M2__CH_VIDEO_1_C2632__VIDEO.webm?Expires=9223372036854775&OSSAccessKeyId=LTAI3pBwoxnmCWUw&Signature=VtkixMtyf9S4jPhLeCvyheEhc4k%3D", | ||
| + | //视频通话中客服端的录像文件 | ||
| + | "visitor":"https://kefu-media-files.oss-cn-beijing.aliyuncs.com/MS_X133600273164668928C2632M4__CH_VIDEO_3_C2632__VIDEO.webm?Expires=9223372036854775&OSSAccessKeyId=LTAI3pBwoxnmCWUw&Signature=gFfY11vIakftWpOmm8TdlYzkuAg%3D", | ||
| + | //视频通话中访客端的录像文件 | ||
| + | }, | ||
| + | "create_at": 1502854803252 //视频结束事件的发送时间 | ||
| + | } | ||
| + | } | ||
| } | } | ||
| </code> | </code> | ||
| 行 613: | 行 915: | ||
| </code> | </code> | ||
| - | ==== 待接入会话结束 ==== | + | ==== 会话标签变更 ==== |
| - | 事件名称：ServiceSessionAbortedEvent | + | 事件名称：ServiceSessionSummaryEvent |
| - | 触发条件：待接入会话超时自动结束、管理员手动关闭待接入会话 | + | 触发条件：坐席／管理员 手动 添加/更改 会话标签，系统自动添加会话标签 |
| 消息内容示例： | 消息内容示例： | ||
| + | |||
| + | 系统添加的会话标签： | ||
| <code json> | <code json> | ||
| { | { | ||
| - | "eventId": "4642aae0-a1bb-11e7-bc37-fbf67fe4d942", //事件ID | + | "eventId": "ca81ade0-6dc5-11e6-9c13-dfa1eed70626", //事件ID |
| - | "timestamp": 1506321136945, //时间戳 | + | "timestamp": 1472460726612, //时间戳 |
| - | "event": "ServiceSessionAbortedEvent", //事件名称 | + | "event": "ServiceSessionSummaryEvent", //事件名称 |
| "payload": { | "payload": { | ||
| "serviceSession": { | "serviceSession": { | ||
| - | "id": "562785f2-aed6-4420-bac5-fb1d2bd82f0e", //会话ID | + | "id": "4fe1b496-90ac-4412-8f40-0f6a13cbfc4b", //会话ID |
| - | "state": "Abort", //会话状态 | + | "summary_category": [ |
| - | "origin_type": "webim", //渠道类型，值为app（App渠道）、webim（网页）、weixin（微信）、weibo（微博）、phone（呼叫中心）、rest（rest API渠道） | + | [ |
| - | "abort_actor": { //会话结束方信息 | + | { |
| - | "user_id": "946f116d-2e09-410c-9015-4b480edc9939", //坐席ID | + | "id": 555554, //会话标签ID |
| - | "user_name": "260553619@qq.com", //坐席登录邮箱地址 | + | "name": "待接入超时结束会话" //会话标签名称 |
| - | "nice_name": "Admin" //坐席昵称 | + | } |
| - | }, | + | ], |
| - | "timestamp": { | + | [ |
| - | "create": 1506320908000, //会话创建时间 | + | { |
| - | "start": 1506321136000, //会话接起时间 | + | "id": 731840, |
| - | "stop": 1506321136000 //会话结束时间 | + | "name": "无效会话" |
| - | }, | + | } |
| - | "channel": { | + | ] |
| - | "id": 10625, //关联ID | + | ] |
| - | "type": "easemob" //关联类型 | + | |
| - | }, | + | |
| - | "visitor": { | + | |
| - | "id": "678c9d67-f2f1-498f-a458-6f3fbf223a64", //系统内部访客ID | + | |
| - | "name": "webim-visitor-RXFC9WR4KRG8FMK98PCY" //访客ID | + | |
| - | }, | + | |
| - | "agent_queue": { | + | |
| - | "id": 39005 //会话所属技能组ID | + | |
| - | } | + | |
| } | } | ||
| } | } | ||
| 行 657: | 行 952: | ||
| </code> | </code> | ||
| - | ==== 视频结束 ==== | + | 坐席/管理员手动添加的会话标签： |
| - | + | ||
| - | 事件名称：RtcMediaClosedEvent | + | |
| - | + | ||
| - | 触发条件：坐席结束视频通话 | + | |
| - | + | ||
| - | 消息内容示例： | + | |
| <code json> | <code json> | ||
| { | { | ||
| - | "eventId": "96791f40-8234-11e7-8522-47871522633a", | + | "eventId": "ca81ade0-6dc5-11e6-9c13-dfa1eed70626", |
| - | "timestamp": 1502854804131, | + | "timestamp": 1472460726612, |
| - | "event": "RtcMediaClosedEvent", | + | "event": "ServiceSessionSummaryEvent", |
| - | "payload": { | + | "payload": { |
| - | "mediaEntity": { //视频结束事件的详细信息 | + | "serviceSession": { |
| - | "session_id": "60e9b15b-8221-4249-ac87-8b53d00cfb43", //视频通话的会话ID | + | "id": "4fe1b496-90ac-4412-8f40-0f6a13cbfc4b", |
| - | "agent_id": "955eee17-4835-4e23-8b19-7e292d12f0e2", //视频通话中的客服ID | + | "actor": { |
| - | "visitor":{ | + | "id": "6384ec4b-96ed-4f88-92a9-6f085201e30a", //坐席ID |
| - | "id":"dfe7a557-aa77-443c-b2ec-7a8f93f90f22", //视频通话中的访客ID | + | "type": "Agent" //坐席or管理员 |
| - | "nickname":"webim-visitor-YEPWGBB4TCEYVGCPCJMP", //视频通话中的访客昵称 | + | }, |
| - | }, | + | "summary_category": [ |
| - | "url":{ | + | [ |
| - | "agent":"https://kefu-media-files.oss-cn-beijing.aliyuncs.com/MS_X133600273164668928C2632M2__CH_VIDEO_1_C2632__VIDEO.webm?Expires=9223372036854775&OSSAccessKeyId=LTAI3pBwoxnmCWUw&Signature=VtkixMtyf9S4jPhLeCvyheEhc4k%3D", | + | { |
| - | //视频通话中客服端的录像文件 | + | "id": 555554, |
| - | "visitor":"https://kefu-media-files.oss-cn-beijing.aliyuncs.com/MS_X133600273164668928C2632M4__CH_VIDEO_3_C2632__VIDEO.webm?Expires=9223372036854775&OSSAccessKeyId=LTAI3pBwoxnmCWUw&Signature=gFfY11vIakftWpOmm8TdlYzkuAg%3D", | + | "name": "待接入超时结束会话" |
| - | //视频通话中访客端的录像文件 | + | } |
| - | }, | + | ], |
| - | "create_at": 1502854803252 //视频结束事件的发送时间 | + | [ |
| - | } | + | { |
| + | "id": 731840, | ||
| + | "name": "无效会话" | ||
| + | } | ||
| + | ] | ||
| + | ] | ||
| } | } | ||
| + | } | ||
| } | } | ||
| </code> | </code> | ||
| 行 770: | 行 1064: | ||
| </code> | </code> | ||
| - | ==== 访客来源 ==== | + | ==== 通话详单生成 ==== |
| - | 事件名称：ServiceSessionAttributesCreateEvent | + | 事件名称：CallDetailInfoEvent |
| - | 触发条件：会话创建 | + | 触发条件：通话详单生成 |
| 消息内容示例： | 消息内容示例： | ||
| 行 780: | 行 1074: | ||
| <code json> | <code json> | ||
| { | { | ||
| - | "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a", | + | "eventId": "74b4a8e0-4020-11eb-bcd8-43c5cde94bd9", |
| - | "timestamp": 1571735940126, | + | "timestamp": 1608179393402, |
| - | "event": "ServiceSessionAttributesCreateEvent", | + | "event": "CallDetailInfoEvent", |
| - | "payload": { | + | "payload": { |
| - | "tenantId": 20016, | + | "callDetail": { |
| - | "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0", | + | "cc_id": "d00842df-e406-4f32-9929-80b02f26e07c", //实例id |
| - | "entity": [ | + | "contact_id": "2827900505", //通话id |
| - | { | + | "staff_id": "c4af3583-78ee-4a63-a94b-9af6d8670b99", //坐席id |
| - | "name": "carrierOperator", | + | "group_id": "e155be22-05ca-4535-89aa-ad3c8d358d45", //技能组id |
| - | "value": "ssss35" //运营商 | + | "visitor_id": "fba0d16b-5112-4ed7-9814-49f6c17af717", //访客id |
| - | }, | + | "contact_type": "Outbound", //通话类型：Inbound 呼入 Outbound 呼出 |
| - | { | + | "contact_disposition": "Success", //挂断原因 |
| - | "name": "referer", | + | "calling_number": "02160556504", //主叫号码 |
| - | "value": "124" //来源信息 | + | "called_number": "17637515819", //被叫号码 |
| - | }, | + | "province": "河南", //归属地省 |
| - | { | + | "city": "平顶山", //归属地市 |
| - | "name": "system", | + | "duration": 50, //总通话时长 |
| - | "value": "sssss" //操作系统 | + | "satisfaction": 0, //满意度 |
| - | }, | + | "satisfaction_desc": "未发送", //满意度 |
| - | { | + | "start_time": 1598956402000, //时间 |
| - | "name": "searchType", | + | "stop_time": 1598956452000, |
| - | "value": null //推广来源 | + | "last_staff_id": "c4af3583-78ee-4a63-a94b-9af6d8670b99", //最后接待坐席id |
| - | }, | + | "last_agent_true_name": "aliyun_cc_lyj", //最后接待坐席真实姓名 |
| - | { | + | "agent_names": "aliyun_cc_lyj", //参与坐席昵称 |
| - | "name": "accessUrl", | + | "agent_true_names": "aliyun_cc_lyj", //参与坐席真实姓名 |
| - | "value": null //着陆页 | + | "agent_user_names": "aliyun_cc_lyj@easemob.com", //参与坐席账号 |
| - | }, | + | "skill_group_names": "沙箱技能组", //技能组id |
| - | { | + | "visitor": { |
| - | "name": "ip", | + | "user_id": "fba0d16b-5112-4ed7-9814-49f6c17af717", //访客id |
| - | "value": null //IP | + | "create_date_time": 1594005561000, |
| - | }, | + | "last_update_date_time": 1594005561000, |
| - | { | + | "nick_name": "17637515819", |
| - | "name": "equipment", | + | "phone": "17637515819", |
| - | "value": "4444" //设备 | + | "sex": 0, |
| - | }, | + | "tenant_id": 20080 |
| - | { | + | }, |
| - | "name": "userAgent", | + | "valid_duration": 42, //有效通话时长 |
| - | "value": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/77.0.3865.120 Safari/537.36" //软件环境 | + | "release_user": "agent", //挂断方 agent：坐席 visitor 访客 |
| - | }, | + | "on_talking_time": "1598956410000" //接通时间 |
| - | { | + | |
| - | "name": "region", | + | |
| - | "value": null //地区 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "keyword", | + | |
| - | "value": null //搜索词 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "version", | + | |
| - | "value": "1.0" //系统版本 | + | |
| - | } | + | |
| - | ] | + | |
| } | } | ||
| + | } | ||
| } | } | ||
| </code> | </code> | ||
| - | 事件名称：ServiceSessionAttributesChangeEvent | ||
| - | 触发条件：会话来源修改 | + | ==== 录音生成 ==== |
| + | |||
| + | 事件名称：CallRecordInfoEvent | ||
| + | |||
| + | 触发条件：录音生成 | ||
| 消息内容示例： | 消息内容示例： | ||
| 行 844: | 行 1129: | ||
| <code json> | <code json> | ||
| { | { | ||
| - | "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a", | + | "eventId": "1e5ad5e0-4021-11eb-9ab8-9fa8d2f7c377", |
| - | "timestamp": 1571735940126, | + | "timestamp": 1608179688909, |
| - | "event": "ServiceSessionAttributesChangeEvent", | + | "event": "CallRecordInfoEvent", |
| - | "payload": { | + | "payload": { |
| - | "tenantId": 20016, | + | "callRecordDatas": [ |
| - | "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0", | + | { |
| - | "entity": [ | + | "cc_id": "d00842df-e406-4f32-9929-80b02f26e07c", //实例id |
| - | { | + | "contact_id": "2827900505", //通话id |
| - | "name": "carrierOperator", | + | "staff_id": "c4af3583-78ee-4a63-a94b-9af6d8670b99", //坐席id |
| - | "value": "ssss35" //运营商 | + | "file_name": "159895641000500080521673.wav", //录音文件名 |
| - | }, | + | "file_url": "http://cloudcallcenter-online.oss-cn-shanghai.aliyuncs.com/record/f626832e-3da0-4c99-b534-ed3a2116b626/159895641000500080521673.wav?Expires=1608180499&OSSAccessKeyId=LTAIvKWEr4DoFSqz&Signature=zV4bSs6cC13KXvnj2G7z8Ro6X2U%3D", |
| - | { | + | "staff_nick_name": "aliyun_cc_lyj", //坐席昵称 |
| - | "name": "referer", | + | "staff_true_name": "aliyun_cc_lyj", //坐席真实姓名 |
| - | "value": "124" //来源信息 | + | "staff_user_name": "aliyun_cc_lyj@easemob.com", //坐席账号 |
| - | }, | + | "record_start_time": 1598956410000 |
| - | { | + | } |
| - | "name": "system", | + | ] |
| - | "value": "sssss" //操作系统 | + | } |
| - | }, | + | |
| - | { | + | |
| - | "name": "searchType", | + | |
| - | "value": null //推广来源 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "accessUrl", | + | |
| - | "value": null //着陆页 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "ip", | + | |
| - | "value": null //IP | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "equipment", | + | |
| - | "value": "4444" //设备 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "userAgent", | + | |
| - | "value": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/77.0.3865.120 Safari/537.36" //软件环境 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "region", | + | |
| - | "value": null //地区 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "keyword", | + | |
| - | "value": null //搜索词 | + | |
| - | }, | + | |
| - | { | + | |
| - | "name": "version", | + | |
| - | "value": "1.0" //系统版本 | + | |
| - | } | + | |
| - | ] | + | |
| - | } | + | |
| } | } | ||
| </code> | </code> | ||
| + | |||
| + | |||
| + | ==== 关键词触发事件 ==== | ||
| + | |||
| + | 事件名称：MatchKeywordEvent | ||
| + | |||
| + | 参数说明： | ||
| + | |||
| + | ^名称^说明^ | ||
| + | |Integer tenantId|租户id| | ||
| + | |String serviceSessionId|会话id| | ||
| + | |String ruleName|规则名称| | ||
| + | |String agentId|坐席ID| | ||
| + | |String agentName|坐席名称| | ||
| + | |String visitorId|访客ID| | ||
| + | |String visitorName|访客名称| | ||
| + | |long alarmDatetime|报警时间| | ||
| + | |String content|告警详情（可能为null）| | ||
| + | |String fromUserType|消息来源(Visitor访客，Agent坐席) | | ||
| + | |||
| + | <code json> | ||
| + | { | ||
| + | "eventId": "4ffd5d20-4854-11ec-a568-45b7ec94c36d", | ||
| + | "timestamp": 1637228749871, | ||
| + | "event": "MatchKeywordEvent", | ||
| + | "payload": { | ||
| + | "tenantId": 29676, | ||
| + | "serviceSessionId": "b89e3bad-f844-4065-81a1-3fde4afb59a2", | ||
| + | "fromUserType": "Visitor", | ||
| + | "ruleName": "111", | ||
| + | "agentId": "5dade28d-77e8-43a4-84e8-1eefa0c63748", | ||
| + | "agentName": "Admin昵称1", | ||
| + | "visitorId": "3a6728e8-9512-44cc-92b8-e5b847bfa71c", | ||
| + | "visitorName": "webim-visitor-B2FJPW77GEMQHWGW88EF", | ||
| + | "alarmDatetime": 1637228749810, | ||
| + | "content": "aaaa" | ||
| + | } | ||
| + | } | ||
| + | </code> | ||
| + | |||