Webex Contact Center

Webhooks

Contact Center Webhooks

Using Webhooks

Webhooks enable you to receive notifications and react to events occurring within Webex Contact Center. Use the Subscriptions API to subscribe to these Webhooks.

anchorUse Cases

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Webhooks form a great system for working with near-real-time data, and for reacting to Contact Center events using custom logic. If you want to stay on top of a busy contact center, or have an application which can’t wait for slow batch reports or expensive API polling-and-diffing solutions, then you're in the right place.

anchorDesign Considerations

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As with all webhook systems, HTTP webhook delivery is not always guaranteed, due to the nature of HTTP. For this reason, integrations should not rely solely on webhooks to synchronize with Webex Contact Center. For this reason, we aim to quickly deliver webhooks over delivering all webhooks. The best practice is to implement a reconciliation job using our APIs and run it occasionally (say, nightly) to synchronize all activities that occurred since the last reconciliation.

Furthermore, since webhooks are delivered via HTTP, we cannot guarantee that webhooks would arrive in order. This often complicates stateful calculations. Therefore, build your system/logic accordingly.

Lastly, webhooks may be delivered multiple times. Build your system/logic accordingly.

anchorAgents

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The agent resource encapsulates the entities which handle the tasks through interactions with customers. An agent can be either a human or bot, and can be either the entity directly handling the task, or an assisting entity i.e. a supervisor. Agents are summarized by the groups they belong to (organization and team), details for the tasks they handle, and their overall availability. The difference in duration between the from and to dates cannot be more than 1 day.

Agent Login

EVENTagent:login

An event indicating that an Agent has logged in.

As with all webhook systems, HTTP webhook delivery is not always guaranteed, due to the nature of HTTP. The best practice is to implement a reconciliation job using the Get Agent Activities API and run it occasionally (say, nightly) to synchronize all activities that occurred since the last reconciliation.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the event.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name which identifies the event.
Example: "agent:login"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/AXXbfkWZ331_GLMMoS3N"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "9dcb8657-ffad-45a1-9d8c-2f66e3b64f08"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

agentId (string)
The ID associated with the agent who logged in.
Example: "8e18afd-db79-449b-b4f5-ae4f1d49f45e"

destination (string)
The phone number that is associated with the agent.
Example: "31476521"

profileType (string)
The multimedia profile type of the agent. Can be Blended, Blended Real-time, or Exclusive.
Example: "BLENDED"

idleCodeId (string)
The idle code of the agent when logged in.
Example: "5"

currentState (string)
The current state that the agent is in.
Example: "Idle"

createdTime (integer)
The time that the login event occurred in epoch milliseconds.
Example: 160269666391

teamId (string)
The ID associated with an agent’s team.
Example: "3ce57020-dfd7-47fd-91a1-2783bf4a08e5"

Agent Logout

EVENTagent:logout

An event indicating that an Agent has logged out.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the event.
Example: "4967b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name which identifies the event.
Example: "agent:logout"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/AXXbfkWZ331_GLMMoS3N"

comciscoorgid (string)
Organization ID to which the event belongs.
Example: "9dcb8657-ffad-45a1-9d8c-2f66e3b64f08"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

agentId (string)
The ID associated with the agent who logged out.
Example: "8e18afd-db79-449b-b4f5-ee4f14d9f45e"

currentState (string)
The current state that the agent is in.
Example: "logged-out"

loggedOutBy (string)
The mechanism used to log the agent out.
Example: "SELF"

createdTime (integer)
The time that the logout event occurred in epoch milliseconds.
Example: 160269666391

Agent State Change

EVENTagent:state_change

An event indicating that an Agent’s state has changed.

🔍 Click to see Event Payload details.

Event Payload

id (string) The ID of the event. Example: "4967b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string) The Cloud Events version. Example: "1.0"

type (string) Unique name which identifies the event. Example: "agent:state_change"

source (string) Where the event originated from. Example: "/com/cisco/wxcc/AXXbfkWZ331_GLMMoS3N"

comciscoorgid (string) Organization ID to which the event belongs. Example: "9dcb8657-ffad-45a1-9d8c-2f66e3b64f08"

datacontenttype (string) Content type of the event. Example: "application/json"

Data Object

agentId (string) The ID associated with the agent who is handling the contact. Example: "8e18afd-db79-449b-b4f5-ee4f14d9f45e"

currentState (string) The current state of the agent. Can be idle, available, ringing, not-responding, connected, on-hold, hold-done, consulting, conferencing, consult-done, wrapup, wrapup-done. Example: "idle"

destination (string) The phone number that is associated with the agent. Example: "9900163437"

queueId (string) The ID associated with an agent queue. Example: "AXlp8E3f-KJXJ6KOPIK"

taskId (string) The ID associated with a specific interaction. Example: "40fa44a7-b640-4b72-a8cd-5a0502ab2e81"

createdTime (integer) The time that the state_change event occurred in epoch milliseconds. Example: 160269666391

idleCodeId (string) The idle code of the agent when currentState is idle. Example: "2651"

connectedChannels (string[]) List of channels that agent is currently handling. Example: ["4fae000e-f460-4b5c-8b05-02f7fb5a8061", "4fae000e-fabb-4"]

wrapUpAuxCodeId (string) The wrapup code the agent selects when ending a task. Example: "3183"

teamId (string) The ID associated with an agent’s team. Example: "3ce57020-dfd7-47fd-91a1-2783bf4a08e5"

Agent ChannelType State Change

EVENTagent:channelType_state_change

An event indicating that an Agent's state has changed for a specific channel type. This event is fired when an agent's availability or engagement state transitions within a particular media channel (e.g., telephony, chat, email, or social).

As with all webhook systems, HTTP webhook delivery is not always guaranteed, due to the nature of HTTP.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the event.
Example: "e4bf8529-a418-424e-8c17-89ddbbe22b36"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name which identifies the event.
Example: "agent:channelType_state_change"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/acec9408-7145-4d0e-84fc-3c5341d5d23b"

comciscoorgid (string)
Organization ID to which the event belongs.
Example: "e19d4bfb-30aa-4a7c-a245-3c029178cc69"

comciscotimestamp (string)
The timestamp at which the event was produced, in epoch milliseconds.
Example: "1768319369101"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

agentId (string)
The ID associated with the agent whose channel type state has changed.
Example: "11bafc46-ae09-4ddf-bf0b-26d24e924f9f"

currentState (string)
The current state of the agent for the given channel type. Valid agent states are:

Available — The agent is available in this channel type and can accept a contact.
Idle — The agent is currently logged in but not available in this channel type and cannot take contacts. This would be shown on the desktop by the Aux code selected (e.g., lunch).
Engaged — The agent is actively working on one or more contacts in this channel type.
EngagedOther — The agent is engaged with a channel type that, due to "Exclusive" or "Blended Realtime" multimedia profile settings, prevents them from accepting a contact in this channel type. For example, if an agent with an Exclusive profile is engaged on an email, they would be "EngagedOther" in Voice, Chat, and Social. Similarly, with a Blended Realtime profile, if the agent is engaged on a Chat contact, they would be "EngagedOther" in the Voice channel type.
WrapUp — The agent is currently performing wrap-up work on a contact and will transition to Available at conclusion if not working on another contact in that channel type.
Reserved — The agent has been selected by routing and is in the process of being invited (inbound or outbound). This state is typically short-lived. For cases where a campaign agent is reserved with a reservation call, their state will be Reserved in the voice channel as opposed to Engaged.
LoggedOut — Although technically not a managed agent state, this indicates the agent is not logged into the system.
Example: "Available"

channelType (string)
The channel type of the agent for which the state change applies. Can be set to telephony, social, email, or chat. A separate agent:channelType_state_change event is sent per channel type. In the event that the agent is setting more than one channel type state at once, multiple state change events are sent — one per channel type.
Example: "social"

pendingIdleState (boolean)
Indicates whether the agent has a pending idle state. The value is determined by the following conditions: first, the agent's sub_status must be set to idle (the agent has indicated they want to go idle). If not, pendingIdleState is false. Next, the agent's state in the current channel must not yet be idle (e.g., the agent is still Engaged or in WrapUp). If the agent's state in the channel is already idle, pendingIdleState is false. Finally, if not all channels in the channelType are idle, then pendingIdleState is true — otherwise it is false. When true, the agent is currently working or wrapping up one or more contacts and will transition to Idle at the conclusion. No further contacts will be given to them in that channel type. On the desktop, the output will reflect the selected Aux code (e.g., "Pending Coffee-Break").
Note: In non-voice channels, it is possible to directly set the agent state to Idle although one or more channels are active in a media type.
Example: false

idleCodeName (string)
The name of the idle (auxiliary) code selected by the agent. This field is populated when the agent's current state is Idle, or when pendingIdleState is true (the agent has selected an idle code but has not yet transitioned). Examples include "Meeting", "Lunch", or "Break".
Example: "Meeting"

teamId (string)
The ID associated with an agent's team.
Example: "088ca4da-085c-4563-9b71-d430721f0354"

createdTime (integer)
The time that the channelType_state_change event occurred, in epoch milliseconds.
Example: 1768319367741

anchorCaptures

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The Capture resource is a snippet of media. Specifically, Captures are the recorded pieces of media produced from a Task. Supported channels are Voice, Chat, Email & Social (as applicable for the solution). There can be one or many Captures for any given Task. Captures are accessible for both open (voice only) and closed Tasks (all channels). Requires one of the following scopes cjp:config_read, cjp-analyzer:read.

Capture Available

EVENTcapture:available

An event indicating that the recording for a call is available after the call has ended.

As with all webhook systems, HTTP webhook delivery is not always guaranteed, due to the nature of HTTP. The best practice is to implement a reconciliation job using the Search API and then use the results in a subsequent request to the List Captures API. Run this occasionally (say, nightly) to synchronize all activities that occurred since the last reconciliation.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the event.
Example: "4967b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name which identifies the event.
Example: "capture:available"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/AXXbFkWZ331_GLMMoS3N"

comciscoorgid (string)
Organization ID to which the event belongs.
Example: "9dcb8657-ffad-45a1-9d8c-2f66e3b64f08"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The task ID associated with the capture.
Example: "8e18afdf-db79-449b-b4f5-ee4f14d9f45e"

filePath (string)
The file path of the recording.
Example: "https://api.wxcc-us1.ciscoccservice.com/v1/captures/query"

createdTime (integer)
The time that the capture event occurred in epoch milliseconds.
Example: 160266966391

anchorTasks

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The task resource represents a request or demand for work from agents. Concretely, a telephony task is an incoming call. Tasks are not considered complete until all parties have wrapped up, i.e., the customer has terminated communication and the agent has completed any summary/“wrap-up” work. Tasks are most commonly initiated by the customer (inbound), but can also be initiated by an agent (outbound). Presently, Task APIs are supported for telephony media only.

Task Conference Done

EVENTconference-done

An event indicating that a conference with another Agent and Customer is completed. However, the task is still in progress with the Customer.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:conference-done"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

Task Conferencing

EVENTtask:conferencing

An event indicating that a task is being conferenced with another Agent as well as the Customer.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:conferencing"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Connect

EVENTtask:connect

An event indicating that a task is routed to an agent, and the agent has yet to accept the work.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:connect"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Connected

EVENTtask:connected

An event indicating that a task has been successfully accepted by the Agent.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:connected"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Consult Done

EVENTtask:consult-done

An event indicating that a consult with another Agent is completed, while the Customer is currently on hold.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:consult-done"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Consulting

EVENTtask:consulting

An event indicating that a task is being consulted with another Agent, while the Customer is currently on hold.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:consulting"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Ended

EVENTtask:ended

An event indicating that a task has ended either by the Agent or by the Customer.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:ended"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

terminatingParty (string)
Indicates which party ended the task.
Can be an Agent or a Customer.
Example: "Customer|Agent"

reason (string)
Indicates the cause for a task to end.
Example: "Agent left|Customer left"

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Hold Done

EVENTtask:hold-done

An event indicating that a task is currently resumed by the Agent.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:hold-done"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task New

EVENTtask:new

An event indicating that a task is formed.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:new"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "9dcb8657-fiad-45a1-9d8c-2f66e3b6408"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task On Hold

EVENTtask:on-hold

An event indicating that a task is currently on hold since the Agent has placed the Customer on hold.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:on-hold"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O14n5KIbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Task Parked

EVENTtask:parked

An event indicating that a task is queued because no agents are currently available to handle the task.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:parked"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/AXXbfkWZ331_GLMMoS3N"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "9dcb8657-ffad-45a1-9d8c-2f66e3b640f8"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1OI4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 1602696696391

Task Conference Transferred

EVENTconference-transferred

An event indicating that a conference is transferred from one Agent to Another Agent. However, the task is still in progress with the Customer.

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:conference-transferred"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

outboundType (string)
Indicates if the outbound task was an autodial, campaign, or callback.
Example: null

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1OI4n5kITbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 1602696696391

Task Origin Updated

EVENTtask:origin-updated

An event indicating that a task is updated with a new caller origin

🔍 Click to see Event Payload details.

Event Payload

id (string)
The ID of the task.
Example: "49670b0ec-1fd2-4863-8a9f-68224628d52d"

specversion (string)
The Cloud Events version.
Example: "1.0"

type (string)
Unique name that identifies the event.
Example: "task:origin-updated"

source (string)
Where the event originated from.
Example: "/com/cisco/wxcc/{subscriptionId}"

comciscocorgid (string)
Organization ID to which the event belongs.
Example: "orgId"

datacontenttype (string)
Content type of the event.
Example: "application/json"

Data Object

taskId (string)
The ID associated with a specific interaction.
Example: "888b688e-b74e-4fa6-8260-1e8d0a3523a"

origin (string)
Customer’s channel-specific identifier.

For telephony, this is the phone number.
For email and chat, this is the email address.
Example: "1+9****8095"

destination (string)
Destination the customer contacted.

For telephony, this is the number the customer called.
For chat, this is the chat template name where the chat takes place.
For email, it is the email address contacted.
Example: "1+5****2001"

direction (string)
Indicates which party initiated the Task.

If "INBOUND", it was initiated by the customer.
If "OUTBOUND", it was initiated by the system or an agent.
Example: "INBOUND"

channelType (string)
Indicates the channel type of a task.
Example: "telephony|chat|email|social"

queueId (string)
The ID associated with an agent queue.
Example: "AXbm0MeV1O14n5KIbT6"

createdTime (integer)
The time at which the event occurred in epoch milliseconds.
Example: 160269663691

Using Webhooks

anchorUse Cases

anchorDesign Considerations

anchorAgents

Agent Login

Agent Logout

Agent State Change

Agent ChannelType State Change

anchorCaptures

Capture Available

anchorTasks

Task Conference Done

Task Conferencing

Task Connect

Task Connected

Task Consult Done

Task Consulting

Task Ended

Task Hold Done

Task New

Task On Hold

Task Parked

Task Conference Transferred

Task Origin Updated

In This Article