Call Center Ingest Events

Kenkai SDK Call Center Module consists of events for such platforms which involves communication from a central station to/from patient. The goal is to track the usage of such platforms and the operators too.

List of Events

Event Name	Type	Description
Break	break	Track actions regarding break events of the platform user.
Contact	contact	Track events regarding contact with the patient/representative, can be a phone call, email, SMS, etc.
OpsScorecard	ops_scorecard	Track stats of the platform user.

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Break Event

To log user break timings and duration. This event is used to track the time when the user is on break or returns.

Format

Param	Usability	Format	Enum Values	Description
type	REQUIRED	STRING	bio_break, feedback, meeting, meal, tea, other	Type of the break.
sub_type	OPTIONAL	STRING	---	Sub-type of the break.
action	REQUIRED	STRING	view, start, end, pause, resume, other	Action applied for the break.
total_time	REQUIRED	FLOAT	---	Total time allocated for the break in seconds.
consumed_time	REQUIRED	FLOAT	---	Consumed time for the break in seconds.
meta	OPTIONAL	ANY	---	Any additional value that is sent with the log.

Usage

Web Application (JS/TS)

    let callEvent = {
        type: BreakType.BioBreak,
        sub_type: "Some Sub Type",
        action: CallCenterAction.Add,
        total_time: 10,
        consumed_time: 5
    }
    CallCenter.logIngestEvent(CallCenterEventType.Break, callEvent)

JSON

{
    "name": "break",
    "property": "add",
    "ctx": {
        "__ol": true,
        "action": "add",
        "consumed_time": 5,
        "sub_type": "Some Sub Type",
        "total_time": 10,
        "type": "bio_break"
    },
}

---

Contact Event

To log actions related to Contact event. Which includes events related to attending, declining, transferring a call, etc.

Format

Param	Usability	Format	Enum Values	Description
contact_id	REQUIRED	STRING	---	Id of the contact
action	REQUIRED	STRING	view, add, update, remove, start, end, pause, resume, attend, decline, terminate, transfer, skip, other	Action applied on the contact/call/sms/email.
contact_type	REQUIRED	STRING	emergency, grievance, non_emergency, transfer, follow_up, service_offering, customer_support, other	Type of the contact item in the event
contact_sub_type	OPTIONAL	STRING	---	Sub-type of the contact item in the event
contact_start_time	OPTIONAL	STRING	---	Start time of the contact in the event, should be in ISO 8601 format
contact_channel	REQUIRED	STRING	call, whatsapp, sms, email, other	Channel of the contact item in the event
contact_is_valid	OPTIONAL	BOOLEAN	---	Is the contact valid or spam
contact_is_transfer	OPTIONAL	BOOLEAN	---	Is item a transfer contact
contact_incident_id	OPTIONAL	STRING	---	Id of the incident attached with the contact
contact_customer_id	OPTIONAL	STRING	---	Id of the customer/patient attached with the contact
contact_customer_type	OPTIONAL	STRING	---	Type of the customer/patient attached with the contact
contact_phone_id	OPTIONAL	STRING	---	Phone id of the customer/patient attached with the contact
contact_extension	OPTIONAL	STRING	---	Phone id extension of the customer/patient attached with the contact
contact_duration	OPTIONAL	FLOAT	---	Duration for the contact in seconds
contact_resolution	OPTIONAL	STRING	---	Resolution of the contact event
contact_summary	OPTIONAL	STRING	---	Summary of the contact event
contact_remarks	OPTIONAL	STRING	---	Remarks of the contact event
contact_is_priority	OPTIONAL	BOOLEAN	---	Is the contact a priority
transfer_id	REQUIRED	STRING	---	Id of the transfer in the event
transfer_destination	OPTIONAL	STRING	---	Transfer of the transfer in the event
transfer_summary	OPTIONAL	STRING	---	Summary of the transfer in the event
transfer_remarks	OPTIONAL	STRING	---	Remarks of the transfer in the event
meta	OPTIONAL	ANY	---	Any additional value that is sent with the log.

Usage

Web Application (JS/TS)

    let contactEvent = {
        action: CallCenterAction.Attend,
        contact_id: "contactId",
        contact_channel: ContactChannel.Call,
        contact_start_time: "2025-01-01T12:00:27.87+02:00",
        contact_type: ContactType.FollowUp,
        contact_sub_type: "Some Sub Type",
        contact_is_transfer: false,
        contact_customer_type: "Some Customer Type",
        contact_duration: 100,
        contact_is_priority: false,
        transfer_id: "transferId",
        transfer_destination: "Some Destination"
    }

    CallCenter.logIngestEvent(CallCenterEventType.Contact, contactEvent)

JSON

{
    "name": "contact",
    "property": "attend",
    "ctx": {
        "__ol": true,
        "action": "attend",
        "contact_channel": "call",
        "contact_customer_type": "Some Customer Type",
        "contact_duration": 100,
        "contact_id": "contactId",
        "contact_is_priority": false,
        "contact_is_transfer": false,
        "contact_start_time": "2025-01-01T12:00:27.87+02:00",
        "contact_sub_type": "Some Sub Type",
        "contact_type": "follow_up",
        "transfer_destination": "Some Destination",
        "transfer_id": "transferId"
    },
}

---

OpsScorecard Event

To log actions related to the platform user's performance.

Format

Param	Usability	Format	Enum Values	Description
audit_count	REQUIRED	INTEGER	---	Audit count for the performance traits
quality_score	OPTIONAL	FLOAT	---	Quality score for the performance traits
fatal_calls	OPTIONAL	INTEGER	---	Fatal Calls for the performance traits
fatal_score	OPTIONAL	FLOAT	---	Fatal score for the performance traits
performance_group	REQUIRED	STRING	---	Performance group for the performance traits
remarks	OPTIONAL	STRING	---	Remarks for the performance traits
meta	OPTIONAL	ANY	---	Any additional value that is sent with the log.

Usage

Web Application (JS/TS)

     let opsScoreCardEvent = {
        audit_count: 10,
        fatal_calls: 11,
        performance_group: "moderate"
    }

    CallCenter.logIngestEvent(CallCenterEventType.OpsScorecard, opsScoreCardEvent)

JSON

{
    "name": "ops_scorecard",
    "property": "moderate",
    "ctx": {
        "__ol": true,
        "audit_count": 10,
        "fatal_calls": 11,
        "performance_group": "moderate"
    },
}

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