Analytics detail events in Journey Management

This table summarizes the events available to understand a customer conversation from start to the end and the related agent tasks during and the after the conversation. For more information about explanations, see Analytics Detail Events on the Developer Center.

For more information on available attributes, see Attributes in Journey Management.

Event	Description	Available attributes
Customer Start	Indicates the customer’s entry into the conversation.	direction mediaType messageType
Voicemail Start	Indicates the start of a voicemail interaction.	direction mediaType queueID userID
Flow Start	Indicates the start of an IVR or flow interaction.	direction flowID flowType mediaType messageType flowVersion
Flow End	Marks the end of a flow interaction, often preceding ACD routing.	connectedDurationMs direction disconnectType exitReason flowID flowType mediaType messageType transferType flowVersion
Flow Milestone	Tracks significant checkpoints within an Architect flow during the process of achieving a flow outcome. For more information, see Add a flow milestone.	direction flowID flowOutcomeID flowType flowVersion mediaType messageType milestoneID
Flow Outcome	Defines and tracks specific, meaningful results that occur during the execution of a flow, particularly within Architect flows such as voice, chat, or bot flows. For more information, see Add a flow outcome.	direction flowID flowOutcomeID flowOutcomeValue flowType flowVersion mediaType messageType
ACD Start	Indicates the beginning of ACD (Automatic Call Distribution) processing.	direction mediaType messageType queueID
ACD End	Denotes the end of ACD processing, typically when a call is routed to an agent.	acdOutcome connectedDurationMs direction disconnectType mediaType messageType queueID requestedLanguageID routingPriority usedRouting
Agent Start	Indicates that an agent has been assigned to the interaction.	direction mediaType messageType queueID usedID
Agent End	Marks the end of the agent’s participation in the interaction.	alertingDurationMs contactingDurationMs dialingDurationMs direction disconnectType heldDurationMs InteractingDurationMs mediaType messageType queueId userId
After Call Work	Represents the ACW (after call work) phase, when agents complete post-interaction tasks.	direction mediaType messageType queueId userId wrapupCode wrapupDurationMs
Wrap Up	This sets wrap-up codes automatically for those interactions where an agent is not involved.bs_well size=”md”]Note: This event often has no data; it is used by the automated dialer for agentless campaign. [/bs_well]	direction mediaType messageType queueId wrapupCode wrapupDurationMs
Voicemail End	Marks the end of a voicemail interaction.	direction mediaType messageType queueID disconnectType voicemailDurationMs
Customer End	Indicates the customer’s exit from the conversation.	direction disconnectType interactingDurationMs mediaType messageType

[NEXT] Was this article helpful?

Get user feedback about articles.