This article helps define what an event means in the context of webhooks, and provides some technical detail for the structure of each event.
This article covers the general structure of webhook events and the Properties common to all events. For event-specific parameters (e.g. Agent events, IVR events) see the relevant child pages.
In webhooks, an event is essentially a notification of change. If an item within the scope of webhooks undergoes a change in status (the event), the webhooks framework notifies other applications of that change in real time.
Here are a few real-world examples to help illustrate.
- An agent signs in.
- The agent's status changes from Available to BusyOnCall.
- During the call, that agent uses a call control function such as Mute.
Properties are common to all Events. Every event will have the following properties:
|Property Name||Property Type|
|Id:||Alphanumeric, A global unique identifier (GUID)|
Alphanumeric, date and time the event was created (in UTC) in the format yyyyMMddHHmmss
Numeric, identifies the type of event: 1 = Agent; 2 = IVR; 3 = Email; 4=Voice
|Code:||Numeric, identifies the event or action (it should be used in conjunction with Category)|
|Additional Fields:||A list of additional fields that are specific to the event.|
Next, let's look at the properties and some of the values for each.
Here are the possible values for event Category.
Agent = 1,
/* note - not yet implemented
IVR = 2,
Email = 3,
Chat = 4
In addition, each event has a set of parameters associated with it. Depending on the event's Category (see above table), the relevant parameters will change. For instance, webhooks would send a different set of event parameters for an Agent than it would for an IVR.
Have a look at the child page for Agent, where you'll find event-specific parameters.
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