Interaction History APIs
The API methods described here are used to access information from a specified Interaction Flow that is currently being run by an Agent or Customer. This information provides the Agent with details that are needed to assist the Customer to complete the Interaction successfully and efficiently. Choices selected by the Customer, photos uploaded, and specific variables can all be exposed to the Agent.
The X‑Platform Server exposes several web services to retrieve Interaction data, based on the Interaction Unique Identifier. This identifier is a number (generated either by the X‑Platform Server or the customer’s application) which uniquely identifies the current Interaction of an end user.
When the end user dials the call center from a X‑Platform mobile client, the Interaction Unique Identifier is added to the call phone number. For example, in the number 1-800-123-4567,959595, 959595 is the Unique Identifier.
The API methods available include:
Get Interaction Unique ID: Retrieves the Interaction unique ID of the Interaction to which a phone number is allocated.
Get Full Interaction Flow: Retrieves the content of a specific Interaction.
Get Interaction Summary: Retrieves a summary of an Interaction instance.
Get User Variable Set: Retrieves a list of variables included in a defined user variable set.
Get Interaction Photo: Retrieves content of an image uploaded in a specified Interaction.
URI Fields
The following URI fields are used in all the API methods:
URI Field | Data Type | Description |
|---|---|---|
version | string | Specifies the service protocol version. Helps redundancy and supports adding additional protocol versions without limiting older agents. The format is as follows: v<number>, for example, v1, v2 and so on. It is recommended to always use the latest available version. |
account | string | Represents the customer account list when clustering services in cloud. |
accountID | string | Unique customer account ID. |
interactionuniqueId | string | A unique identifier for an Interaction. |