For every voice and chat session, CCAI Platform stores the specific details in a session metadata JSON file. This file can contain 20+ data points including session information, transfers, handle duration, participants, diagnostic information, and much more. The session metadata file can be parsed and used for post-session analysis and tracking.
Session metadata can be pushed to an external storage service or attached to a CRM record. This JSON data file is available for custom and Standard CRM solutions.
Details
The session metadata file contains detailed information about the session. This is sent 15 minutes after the session has completed.
The session metadata file can be utilized in many ways:
Delivered to your external storage service in JSON format
Used to update a CRM record using email
Attached to a record in the integrated CRM
Sessions metadata content
The following is contained in the metadata files:
Session ID
Session type
Session status
Time when the session was:
Created
Queued
Assigned
Connected
Ended
Scheduled
Updated
Wait duration
Call duration
Hold duration
CSAT
Rating
Comment
Smart Actions
Verification status
Photos and screenshots uploaded
Video files uploaded
Text input
Selected menu and menu path
Agent information
Transfer information
Deflection information
Handle durations
Queue durations
Participants