Getting error when passinf

Question

When passing below JSON as parameter to SP getting the following error: JSON text is not properly formatted. Unexpected character '@' is found at position 0. @json=N'{"conversations":[{"conversationEnd":"2023-11-15T08:50:42.528Z","conversationId":"ba8b1eaf-5b06-40ae-aeb9-9020bdce82d6","conversationStart":"2023-11-15T08:50:17.106Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.881885237089326,"mediaStatsMinConversationRFactor":92.42074584960938,"originatingDirection":"outbound","participants":[{"participantId":"64f72161-aa9f-4d4f-b137-57b52134d661","purpose":"agent","userId":"23ae4113-c991-4570-ac40-7d98730604e8","sessions":[{"ani":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","direction":"outbound","dnis":"sip:ztrn.bk_csr02.il%40zim.com@localhost","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"c5ee0647-603c-4800-906f-effb12aec7f1","provider":"Edge","sessionDnis":"sip:ztrn.bk_csr02.il%40zim.com@localhost","sessionId":"afa20ee1-0cbe-4423-b052-a133b63d313a","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:50:34.096Z","maxLatencyMs":32,"minMos":4.881885237089326,"minRFactor":92.42074584960938,"receivedPackets":833},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:50:34.098Z","maxLatencyMs":31,"minMos":4.882063439677539,"minRFactor":92.42851257324219,"receivedPackets":411}],"metrics":[{"emitDate":"2023-11-15T08:50:17.106Z","name":"nOutbound","value":1},{"emitDate":"2023-11-15T08:50:17.131Z","name":"tContacting","value":25},{"emitDate":"2023-11-15T08:50:25.573Z","name":"tDialing","value":8442},{"emitDate":"2023-11-15T08:50:33.826Z","name":"tTalk","value":8253},{"emitDate":"2023-11-15T08:50:33.826Z","name":"tTalkComplete","value":8253},{"emitDate":"2023-11-15T08:50:42.528Z","name":"tAcw","value":8702},{"emitDate":"2023-11-15T08:50:42.528Z","name":"tHandle","value":25422}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:50:17.131Z","segmentStart":"2023-11-15T08:50:17.106Z","segmentType":"contacting"},{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:50:25.573Z","segmentStart":"2023-11-15T08:50:17.131Z","segmentType":"dialing"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:50:33.826Z","segmentStart":"2023-11-15T08:50:25.573Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:50:42.528Z","segmentStart":"2023-11-15T08:50:33.826Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]},{"participantId":"238fcfdb-de14-4912-aa75-3588a8a5953f","purpose":"user","userId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessions":[{"ani":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","direction":"inbound","dnis":"sip:ztrn.bk_csr02.il%40zim.com@localhost","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"7d861af7-9955-4f6b-9980-0070a128069c","provider":"Edge","remote":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","sessionDnis":"sip:653f7a9d19ea9b1abd5aefbc+qazim.orgspan.com@localhost","sessionId":"52f94595-b161-44ae-ac72-74b4b78e0a0f","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:50:33.810Z","maxLatencyMs":32,"minMos":4.882250329280494,"minRFactor":92.4366683959961,"receivedPackets":411},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:50:33.848Z","maxLatencyMs":31,"minMos":4.882173602135557,"minRFactor":92.43331909179688,"receivedPackets":412}],"metrics":[{"emitDate":"2023-11-15T08:50:25.564Z","name":"tAlert","value":8420},{"emitDate":"2023-11-15T08:50:33.784Z","name":"tHandle","value":8220},{"emitDate":"2023-11-15T08:50:33.784Z","name":"tTalk","value":8220},{"emitDate":"2023-11-15T08:50:33.784Z","name":"tTalkComplete","value":8220}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:50:25.564Z","segmentStart":"2023-11-15T08:50:17.144Z","segmentType":"alert"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:50:33.784Z","segmentStart":"2023-11-15T08:50:25.564Z","segmentType":"interact"}]}]}]},{"conversationEnd":"2023-11-15T08:51:13.607Z","conversationId":"5c6f8200-231b-4050-9def-a0aff90baa67","conversationStart":"2023-11-15T08:51:04.737Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"originatingDirection":"outbound","participants":[{"participantId":"0c53fa57-7e01-4e6a-a96c-b3edbfff198d","purpose":"agent","userId":"06997d14-4a93-4ae6-a4c6-0dedb56d0e3d","sessions":[{"ani":"sip:6538f0293dbff61ac13a6156+qazim.orgspan.com@localhost","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"1e1a8531-2e33-4954-8f5d-523752dd8b5d","provider":"Edge","sessionDnis":"tel:[phone]","sessionId":"e219e0e9-2c63-4138-8ed1-34bab2b16bc9","metrics":[{"emitDate":"2023-11-15T08:51:04.737Z","name":"nOutbound","value":1},{"emitDate":"2023-11-15T08:51:04.942Z","name":"nError","value":1},{"emitDate":"2023-11-15T08:51:04.942Z","name":"tContacting","value":205},{"emitDate":"2023-11-15T08:51:13.607Z","name":"tAcw","value":8665},{"emitDate":"2023-11-15T08:51:13.607Z","name":"tHandle","value":8870}],"segments":[{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.connection.station.webrtc.mediaHelperRequired","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:51:04.942Z","segmentStart":"2023-11-15T08:51:04.737Z","segmentType":"contacting","sipResponseCodes":[606]},{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.connection.station.webrtc.mediaHelperRequired","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:51:13.607Z","segmentStart":"2023-11-15T08:51:04.942Z","segmentType":"wrapup","sipResponseCodes":[606]}]}]}]},{"conversationEnd":"2023-11-15T08:53:29.347Z","conversationId":"7245b313-8720-4177-b310-6c27cc22303c","conversationStart":"2023-11-15T08:52:31.240Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"originatingDirection":"outbound","participants":[{"participantId":"8c2c53bf-0d85-4afb-ac10-5ee617865ac2","purpose":"agent","userId":"06997d14-4a93-4ae6-a4c6-0dedb56d0e3d","sessions":[{"ani":"sip:6538f0293dbff61ac13a6156+qazim.orgspan.com@localhost","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"9894ab51-a662-4abe-8d3c-ccc895ace68f","provider":"Edge","sessionDnis":"tel:[phone]","sessionId":"ff6c9f8f-45d0-4157-9f4e-4e5762189ccf","metrics":[{"emitDate":"2023-11-15T08:52:31.240Z","name":"nOutbound","value":1},{"emitDate":"2023-11-15T08:52:31.424Z","name":"nError","value":1},{"emitDate":"2023-11-15T08:52:31.424Z","name":"tContacting","value":184},{"emitDate":"2023-11-15T08:53:29.347Z","name":"tAcw","value":57923},{"emitDate":"2023-11-15T08:53:29.347Z","name":"tHandle","value":58107}],"segments":[{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.connection.station.webrtc.mediaHelperRequired","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:52:31.424Z","segmentStart":"2023-11-15T08:52:31.240Z","segmentType":"contacting","sipResponseCodes":[606]},{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.connection.station.webrtc.mediaHelperRequired","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T08:53:29.347Z","segmentStart":"2023-11-15T08:52:31.424Z","segmentType":"wrapup","sipResponseCodes":[606]}]}]}]},{"conversationEnd":"2023-11-15T09:03:10.643Z","conversationId":"6b01a614-bcf7-4f46-a094-3e7ac3c551da","conversationStart":"2023-11-15T08:57:33.266Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.343705701611849,"mediaStatsMinConversationRFactor":90.19324493408203,"originatingDirection":"inbound","resolutions":[{"eventTime":"2023-11-22T19:28:16.176Z"}],"participants":[{"externalContactId":"b68c8627-ba46-4706-a1de-88fa20accdbc","participantId":"722ca821-e0e1-4ca7-af3b-e07440ae78b7","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"6c69ec89-01b6-4b04-825b-70e87cefb1f4","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:57:39.154Z","maxLatencyMs":30,"minMos":4.882635061475664,"minRFactor":92.4534683227539,"receivedPackets":292},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:57:42.915Z","maxLatencyMs":30,"minMos":4.882970944030357,"minRFactor":92.46815490722656,"receivedPackets":180},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:27.336Z","maxLatencyMs":36,"minMos":4.879543968418155,"minRFactor":92.31910705566406,"receivedPackets":2224},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-15T08:58:27.340Z","maxLatencyMs":31,"minMos":4.343705701611849,"minRFactor":90.19324493408203,"receivedPackets":2694}],"metrics":[{"emitDate":"2023-11-15T08:57:33.412Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T08:58:27.298Z","name":"tConnected","value":53886}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T08:57:33.412Z","segmentStart":"2023-11-15T08:57:33.266Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:58:27.298Z","segmentStart":"2023-11-15T08:57:33.412Z","segmentType":"interact"}]},{"callbackNumbers":["[phone]"],"callbackScheduledTime":"2023-11-15T09:02:00Z","callbackUserName":"Mobile Number, Israel","direction":"outbound","mediaType":"callback","provider":"PureCloud Callback","requestedRoutings":["Last"],"scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionId":"b8d5a9ea-be98-4dcc-a184-925a78d1ccf5","skipEnabled":true,"timeoutSeconds":0,"usedRouting":"Last","metrics":[{"emitDate":"2023-11-15T09:02:00.883Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:03:10.643Z","name":"tConnected","value":69760}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:02:00.883Z","segmentStart":"2023-11-15T08:58:09.781Z","segmentType":"scheduled"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:03:10.643Z","segmentStart":"2023-11-15T09:02:00.883Z","segmentType":"interact"}]},{"ani":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"01a29f42-f192-482f-aab0-f9e2cdec043c","provider":"Edge","remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"294085bc-c3fb-4dc2-bef0-499a7513c2a9","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:03:00.791Z","maxLatencyMs":34,"minMos":4.881566415454206,"minRFactor":92.40685272216797,"receivedPackets":446},{"codecs":["audio/PCMA"],"eventTime":"2023-11-15T09:03:00.813Z","maxLatencyMs":30,"minMos":4.394055789183543,"minRFactor":92.43814849853516,"receivedPackets":378}],"segments":[{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:03:00.744Z","segmentStart":"2023-11-15T09:02:45.435Z","segmentType":"dialing"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","CWC_allowACD":"true","Name":"Mayaan test","cuccCode":"GRMORNOS","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SAPBP":"GRMORNOS","SpecialRequest":"false","cuccName":"MORNOS S.A.","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: cdc4c7f8-c1ca-4815-b1b9-37573891e796","ACTIVITY_ID":"","Code":"9000284348","Log_CustomerInfo_2":"NOT A VIP","Log_CustomerInfo_1":"Customer Data received","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: cdc4c7f8-c1ca-4815-b1b9-37573891e796|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.VIIMeSU-Wz0F3cnVp3f9","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.VIIMeSU-Wz0F3cnVp3f92G7cJi76ySiPwOFtnk72J-Mm08tlcnu_5XporPfEmh-KJ1Fp4p89aZoIAw8MpQT3uj5om6RxONtBw4VXbr7lO_hksMreadquzANLeAo_nVmwU06bsSHvxCC3qh2aRMSnDa9J1m-85e-1LPuOpM8MNuRfB-bWidlt","Log_CustomerInfo_ANI":"972526002547","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"false"}},{"participantId":"3cd8904f-900a-4ec2-b6ca-4722035b26f2","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"6c69ec89-01b6-4b04-825b-70e87cefb1f4","protocolCallId":"a71cba58-58a2-4d75-926e-153d7cd67182","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"dd416a50-4f40-49f0-a039-28b766253723","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:57:39.157Z","maxLatencyMs":40,"minMos":4.88107713015714,"minRFactor":92.38557434082031,"receivedPackets":291}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-15T08:57:33.460Z","name":"nFlow","value":1},{"emitDate":"2023-11-15T08:57:39.122Z","name":"tIvr","value":5839},{"emitDate":"2023-11-15T08:57:39.126Z","name":"tFlow","value":5666},{"emitDate":"2023-11-15T08:57:39.126Z","name":"tFlowExit","value":5666}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T08:57:33.283Z","segmentStart":"2023-11-15T08:57:33.273Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-15T08:57:39.122Z","segmentStart":"2023-11-15T08:57:33.283Z","segmentType":"ivr"}]}]},{"participantId":"a22edc17-ec31-4dd7-9722-65a7506b292d","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.bk_csr05.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"6c69ec89-01b6-4b04-825b-70e87cefb1f4","protocolCallId":"007bd1c5-b196-4179-bf3d-c05a607f6b59","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"50d57d3e-6111-4ca2-af3e-6673def85480","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:57:42.837Z","maxLatencyMs":30,"minMos":4.882579414061544,"minRFactor":92.45103454589844,"receivedPackets":182}],"metrics":[{"emitDate":"2023-11-15T08:57:39.178Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T08:57:42.805Z","name":"tAcd","value":3627}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:57:39.178Z","segmentStart":"2023-11-15T08:57:39.130Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:57:42.805Z","segmentStart":"2023-11-15T08:57:39.178Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"b029e6b3-9158-4b66-ab7e-34986b46080a","purpose":"agent","userId":"89533ecc-190a-496d-8119-2eb85bebab72","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"6c69ec89-01b6-4b04-825b-70e87cefb1f4","protocolCallId":"bdee205f-0f6a-4344-bd8b-b8c9d34b5cd2","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"89533ecc-190a-496d-8119-2eb85bebab72","sessionDnis":"sip:653f7a9635d00e1aa2384283+qazim.orgspan.com;tgrp=e494f342-b812-42d7-a39b-aad4538649a7;trunk-context=qazim@localhost","sessionId":"f7d7f768-29c5-4546-8a37-c235cf54e8c1","metrics":[{"emitDate":"2023-11-15T08:57:39.675Z","name":"nError","value":1},{"emitDate":"2023-11-15T08:57:39.675Z","name":"tAlert","value":153},{"emitDate":"2023-11-15T08:57:39.675Z","name":"tNotResponding","value":153}],"segments":[{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.connection.station.webrtc.mediaHelperRequired","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:57:39.675Z","segmentStart":"2023-11-15T08:57:39.522Z","segmentType":"alert","sipResponseCodes":[606]}]}]},{"participantId":"0b54a3cb-1a1b-41df-8ccc-19333abc3386","purpose":"agent","userId":"23ae4113-c991-4570-ac40-7d98730604e8","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"6c69ec89-01b6-4b04-825b-70e87cefb1f4","protocolCallId":"c5ee0647-603c-4800-906f-effb12aec7f1","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","sessionId":"f0a10815-6da9-4e92-9b5e-6432a6cac01c","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:27.335Z","maxLatencyMs":32,"minMos":4.882009210939717,"minRFactor":92.4261474609375,"receivedPackets":2225},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:27.361Z","maxLatencyMs":30,"minMos":4.882811104195983,"minRFactor":92.46116638183594,"receivedPackets":2224}],"metrics":[{"emitDate":"2023-11-15T08:57:42.798Z","name":"tAlert","value":2772},{"emitDate":"2023-11-15T08:57:42.798Z","name":"tAnswered","value":3627},{"emitDate":"2023-11-15T08:58:27.299Z","name":"tTalk","value":44501},{"emitDate":"2023-11-15T08:58:27.299Z","name":"tTalkComplete","value":44501},{"emitDate":"2023-11-15T08:58:31.115Z","name":"tAcw","value":3816},{"emitDate":"2023-11-15T08:58:31.115Z","name":"tHandle","value":48317}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:57:42.798Z","segmentStart":"2023-11-15T08:57:40.026Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:58:27.299Z","segmentStart":"2023-11-15T08:57:42.798Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:58:31.115Z","segmentStart":"2023-11-15T08:58:27.299Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]},{"participantId":"48dbde37-26b4-439a-bd56-f85ebbf1ec64","purpose":"acd","sessions":[{"callbackNumbers":["[phone]"],"callbackScheduledTime":"2023-11-15T09:02:00Z","callbackUserName":"Mobile Number, Israel","destinationAddresses":["sip:ztrn.bk_csr05.il%40zim.com@localhost"],"direction":"outbound","flowInType":"agent","mediaType":"callback","peerId":"b8d5a9ea-be98-4dcc-a184-925a78d1ccf5","provider":"PureCloud Callback","remote":"Mobile Number, Israel","requestedRoutings":["Last"],"scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionId":"629bdfd1-3adf-441b-b01c-2e61a821c50d","skipEnabled":true,"timeoutSeconds":0,"usedRouting":"Last","metrics":[{"emitDate":"2023-11-15T09:02:00.884Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T09:02:13.152Z","name":"tAcd","value":12268}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:02:00.884Z","segmentStart":"2023-11-15T08:58:09.782Z","segmentType":"scheduled"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:02:13.152Z","segmentStart":"2023-11-15T09:02:00.884Z","segmentType":"interact"}]}]},{"participantId":"d8d3ee6c-2bdb-4cc0-bc6b-ccb8bc4084c2","purpose":"agent","userId":"23ae4113-c991-4570-ac40-7d98730604e8","sessions":[{"callbackNumbers":["[phone]"],"callbackScheduledTime":"2023-11-15T09:02:00Z","callbackUserName":"Mobile Number, Israel","direction":"outbound","mediaType":"callback","peerId":"b8d5a9ea-be98-4dcc-a184-925a78d1ccf5","provider":"PureCloud Callback","remote":"Mobile Number, Israel","requestedRoutings":["Last"],"scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionId":"5e51919a-a0d5-48b2-b043-84df91aa2af2","skipEnabled":true,"timeoutSeconds":0,"usedRouting":"Last","metrics":[{"emitDate":"2023-11-15T09:02:13.152Z","name":"tAlert","value":12125},{"emitDate":"2023-11-15T09:02:13.152Z","name":"tAnswered","value":12268},{"emitDate":"2023-11-15T09:02:45.439Z","name":"tFirstDial","value":44555},{"emitDate":"2023-11-15T09:03:10.632Z","name":"tHandle","value":57480},{"emitDate":"2023-11-15T09:03:10.632Z","name":"tTalk","value":57480},{"emitDate":"2023-11-15T09:03:10.632Z","name":"tTalkComplete","value":57480}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:02:13.152Z","segmentStart":"2023-11-15T09:02:01.027Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:03:10.632Z","segmentStart":"2023-11-15T09:02:13.152Z","segmentType":"interact","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:03:07.570Z","segmentStart":"2023-11-15T09:03:07.570Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]},{"ani":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"294085bc-c3fb-4dc2-bef0-499a7513c2a9","protocolCallId":"c5ee0647-603c-4800-906f-effb12aec7f1","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"610d9489-cae5-4a53-b92d-86f1ae66ea6d","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:03:00.791Z","maxLatencyMs":30,"minMos":4.88371169241165,"minRFactor":92.50060272216797,"receivedPackets":743},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:03:00.813Z","maxLatencyMs":30,"minMos":4.884698779526697,"minRFactor":92.54397583007813,"receivedPackets":462}],"metrics":[{"emitDate":"2023-11-15T09:02:45.405Z","name":"nOutbound","value":1},{"emitDate":"2023-11-15T09:02:45.439Z","name":"tContacting","value":34},{"emitDate":"2023-11-15T09:03:00.743Z","name":"tDialing","value":15304},{"emitDate":"2023-11-15T09:03:07.570Z","name":"tHandle","value":15338}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:02:45.439Z","segmentStart":"2023-11-15T09:02:45.405Z","segmentType":"contacting"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:03:00.743Z","segmentStart":"2023-11-15T09:02:45.439Z","segmentType":"dialing"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:03:07.570Z","segmentStart":"2023-11-15T09:03:07.570Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-15T09:00:59.446Z","conversationId":"c3124008-d30d-4f05-9ca8-695b6d4daa96","conversationStart":"2023-11-15T08:58:33.371Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.294498186287208,"mediaStatsMinConversationRFactor":88.27558898925781,"originatingDirection":"inbound","participants":[{"externalContactId":"b68c8627-ba46-4706-a1de-88fa20accdbc","participantId":"fe6d91cc-de0d-4165-b21b-8a5060cf40a4","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"323fd85c-c0a4-44a4-a0e7-91b7cacbe914","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:39.478Z","maxLatencyMs":30,"minMos":4.882404891169025,"minRFactor":92.44341278076172,"receivedPackets":300},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:43.011Z","maxLatencyMs":30,"minMos":4.882754330990839,"minRFactor":92.45867919921875,"receivedPackets":171},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:59:15.180Z","maxLatencyMs":30,"minMos":4.88864969999743,"minRFactor":92.71912384033203,"receivedPackets":1611},{"codecs":["audio/PCMA"],"discardedPackets":31,"eventTime":"2023-11-15T08:59:15.182Z","maxLatencyMs":71,"minMos":4.294498186287208,"minRFactor":88.27558898925781,"receivedPackets":2074}],"metrics":[{"emitDate":"2023-11-15T08:58:33.628Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T08:59:15.152Z","name":"tConnected","value":41524}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T08:58:33.628Z","segmentStart":"2023-11-15T08:58:33.371Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:59:15.152Z","segmentStart":"2023-11-15T08:58:33.628Z","segmentType":"interact"}]},{"callbackNumbers":["[phone]"],"callbackScheduledTime":"2023-11-15T09:00:00Z","callbackUserName":"Mobile Number, Israel","direction":"outbound","mediaType":"callback","provider":"PureCloud Callback","requestedRoutings":["Last"],"scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionId":"6166d0d6-f748-4849-bc64-c71314b60d5d","skipEnabled":true,"timeoutSeconds":0,"usedRouting":"Last","metrics":[{"emitDate":"2023-11-15T09:00:12.669Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:00:59.446Z","name":"tConnected","value":46777}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:12.669Z","segmentStart":"2023-11-15T08:59:12.650Z","segmentType":"scheduled"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:59.446Z","segmentStart":"2023-11-15T09:00:12.669Z","segmentType":"interact"}]},{"ani":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"ecbe5889-9003-4f97-8f1a-540d0e72d37b","provider":"Edge","remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"9feaab65-a4e4-41a8-a3ec-dd7d04dd0dca","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:00:47.681Z","maxLatencyMs":30,"minMos":4.882588203234012,"minRFactor":92.45142364501953,"receivedPackets":380},{"codecs":["audio/PCMA"],"eventTime":"2023-11-15T09:00:47.725Z","maxLatencyMs":31,"minMos":4.393999405237643,"minRFactor":92.43540954589844,"receivedPackets":353}],"segments":[{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:00:47.652Z","segmentStart":"2023-11-15T09:00:36.721Z","segmentType":"dialing"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","CWC_allowACD":"true","Name":"Mayaan test","cuccCode":"GRMORNOS","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SAPBP":"GRMORNOS","SpecialRequest":"false","cuccName":"MORNOS S.A.","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 23ae4113-c991-4570-ac40-7d98730604e8","ACTIVITY_ID":"005056AB1B5D1EDEA0F2A53F14E2A176","Code":"9000284348","Log_CustomerInfo_2":"NOT A VIP","Log_CustomerInfo_1":"Customer Data received","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 23ae4113-c991-4570-ac40-7d98730604e8|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.KafAcUo38kNtOnug5-TV","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.KafAcUo38kNtOnug5-TV4VRJUHY1BRYe56exS4X9-E3tbAJrldTzR_Cv45DYZYDiuyIyjPDQ1DGQHUQFFzC9LuKKRkFYZmUNKjy1YpzEdcg8fnvvIZzV4u9i3pLhuaHbDf29GLDhm8KHGcXLqluj1wos69c0bge7fxtvpdGYX1gi5YacytvS","Log_CustomerInfo_ANI":"972526002547","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"false"}},{"participantId":"2e7a97aa-23db-4f5b-a624-9aa5c3807669","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"323fd85c-c0a4-44a4-a0e7-91b7cacbe914","protocolCallId":"e56e8a8f-97ee-4caf-bfe1-87674d2bc646","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"ed193405-2a07-4872-9078-9f739473ad95","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:39.452Z","maxLatencyMs":30,"minMos":4.887574273197401,"minRFactor":92.67120361328125,"receivedPackets":299}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-15T08:58:33.599Z","name":"nFlow","value":1},{"emitDate":"2023-11-15T08:58:39.414Z","name":"tFlow","value":5815},{"emitDate":"2023-11-15T08:58:39.414Z","name":"tFlowExit","value":5815},{"emitDate":"2023-11-15T08:58:39.414Z","name":"tIvr","value":6015}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T08:58:33.399Z","segmentStart":"2023-11-15T08:58:33.388Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-15T08:58:39.414Z","segmentStart":"2023-11-15T08:58:33.399Z","segmentType":"ivr"}]}]},{"participantId":"a2a29aa5-37d3-418c-9eff-52c5fd41b8e0","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.bk_csr05.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"323fd85c-c0a4-44a4-a0e7-91b7cacbe914","protocolCallId":"1337bc40-9944-4468-8f70-681b1b5e2c50","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"e9872779-d249-42e5-b96a-1811aa92afd1","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:58:43.029Z","maxLatencyMs":30,"minMos":4.882920097902496,"minRFactor":92.46592712402344,"receivedPackets":171}],"metrics":[{"emitDate":"2023-11-15T08:58:39.495Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T08:58:42.972Z","name":"tAcd","value":3477}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:58:39.495Z","segmentStart":"2023-11-15T08:58:39.416Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:58:42.972Z","segmentStart":"2023-11-15T08:58:39.495Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"34d4f8e4-de7b-4210-a08f-86ce7f785577","purpose":"agent","userId":"23ae4113-c991-4570-ac40-7d98730604e8","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"323fd85c-c0a4-44a4-a0e7-91b7cacbe914","protocolCallId":"c5ee0647-603c-4800-906f-effb12aec7f1","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","sessionId":"b610828a-1a34-484a-b12d-84e80cd41f3e","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:59:15.181Z","maxLatencyMs":32,"minMos":4.882135957046802,"minRFactor":92.43167877197266,"receivedPackets":1612},{"codecs":["audio/opus"],"eventTime":"2023-11-15T08:59:15.218Z","maxLatencyMs":49,"minMos":4.88224687171011,"minRFactor":92.43651580810547,"receivedPackets":1610}],"metrics":[{"emitDate":"2023-11-15T08:58:42.943Z","name":"tAlert","value":3181},{"emitDate":"2023-11-15T08:58:42.943Z","name":"tAnswered","value":3477},{"emitDate":"2023-11-15T08:59:15.148Z","name":"tTalk","value":32205},{"emitDate":"2023-11-15T08:59:15.148Z","name":"tTalkComplete","value":32205},{"emitDate":"2023-11-15T08:59:18.824Z","name":"tAcw","value":3676},{"emitDate":"2023-11-15T08:59:18.824Z","name":"tHandle","value":35881}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:58:42.943Z","segmentStart":"2023-11-15T08:58:39.762Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:59:15.148Z","segmentStart":"2023-11-15T08:58:42.943Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T08:59:18.824Z","segmentStart":"2023-11-15T08:59:15.148Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]},{"participantId":"c91e5ed5-b9dd-4f5a-ba5d-67bb8ef119d8","purpose":"acd","sessions":[{"callbackNumbers":["[phone]"],"callbackScheduledTime":"2023-11-15T09:00:00Z","callbackUserName":"Mobile Number, Israel","destinationAddresses":["sip:ztrn.bk_csr05.il%40zim.com@localhost"],"direction":"outbound","flowInType":"agent","mediaType":"callback","peerId":"6166d0d6-f748-4849-bc64-c71314b60d5d","provider":"PureCloud Callback","remote":"Mobile Number, Israel","requestedRoutings":["Last"],"scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionId":"49ab1c83-4d1b-48c7-a475-d77b88db7d23","skipEnabled":true,"timeoutSeconds":0,"metrics":[{"emitDate":"2023-11-15T09:00:12.671Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T09:00:17.071Z","name":"tAcd","value":4400}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:12.671Z","segmentStart":"2023-11-15T08:59:12.652Z","segmentType":"scheduled"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:17.071Z","segmentStart":"2023-11-15T09:00:12.671Z","segmentType":"interact"}]}]},{"participantId":"b13f55f0-3614-4287-88c6-c733ab009bf8","purpose":"agent","userId":"23ae4113-c991-4570-ac40-7d98730604e8","sessions":[{"callbackNumbers":["[phone]"],"callbackScheduledTime":"2023-11-15T09:00:00Z","callbackUserName":"Mobile Number, Israel","direction":"outbound","mediaType":"callback","peerId":"6166d0d6-f748-4849-bc64-c71314b60d5d","provider":"PureCloud Callback","remote":"Mobile Number, Israel","requestedRoutings":["Last"],"scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionId":"2bedd6a7-ad89-4458-afab-b728e77d4b0d","skipEnabled":true,"timeoutSeconds":0,"usedRouting":"Last","metrics":[{"emitDate":"2023-11-15T09:00:17.071Z","name":"tAlert","value":4205},{"emitDate":"2023-11-15T09:00:17.071Z","name":"tAnswered","value":4400},{"emitDate":"2023-11-15T09:00:36.722Z","name":"tFirstDial","value":24051},{"emitDate":"2023-11-15T09:00:59.431Z","name":"tHandle","value":42360},{"emitDate":"2023-11-15T09:00:59.431Z","name":"tTalk","value":42360},{"emitDate":"2023-11-15T09:00:59.431Z","name":"tTalkComplete","value":42360}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:17.071Z","segmentStart":"2023-11-15T09:00:12.866Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:59.431Z","segmentStart":"2023-11-15T09:00:17.071Z","segmentType":"interact","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedRoutingUserIds":["23ae4113-c991-4570-ac40-7d98730604e8"],"segmentEnd":"2023-11-15T09:00:52.906Z","segmentStart":"2023-11-15T09:00:52.906Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]},{"ani":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"9feaab65-a4e4-41a8-a3ec-dd7d04dd0dca","protocolCallId":"c5ee0647-603c-4800-906f-effb12aec7f1","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"23ae4113-c991-4570-ac40-7d98730604e8","sessionDnis":"tel:[phone]","sessionId":"12c167ea-3661-45cc-91d5-63602f6ae26e","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:00:47.684Z","maxLatencyMs":31,"minMos":4.882525199962894,"minRFactor":92.44866943359375,"receivedPackets":548},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:00:47.686Z","maxLatencyMs":30,"minMos":4.8876826870553,"minRFactor":92.676025390625,"receivedPackets":379}],"metrics":[{"emitDate":"2023-11-15T09:00:36.688Z","name":"nOutbound","value":1},{"emitDate":"2023-11-15T09:00:36.722Z","name":"tContacting","value":34},{"emitDate":"2023-11-15T09:00:47.651Z","name":"tDialing","value":10929},{"emitDate":"2023-11-15T09:00:52.906Z","name":"tHandle","value":10963}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:00:36.722Z","segmentStart":"2023-11-15T09:00:36.688Z","segmentType":"contacting"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:00:47.651Z","segmentStart":"2023-11-15T09:00:36.722Z","segmentType":"dialing"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:00:52.906Z","segmentStart":"2023-11-15T09:00:52.906Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-15T09:14:18.985Z","conversationId":"bfedd409-72ee-474f-8fa8-4ff84081d27c","conversationStart":"2023-11-15T09:07:30.013Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.388019893918186,"mediaStatsMinConversationRFactor":92.14875793457031,"originatingDirection":"inbound","resolutions":[{"eventTime":"2023-11-22T10:03:53.403Z"}],"participants":[{"externalContactId":"c1224459-a73f-4618-86ec-2a04624b2187","participantId":"ae511302-cf8e-4e2a-8628-9f3f9c5f218c","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessionDnis":"tel:[phone]","sessionId":"9c70839c-9048-4256-adda-00a413dae4c8","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:07:36.658Z","maxLatencyMs":30,"minMos":4.880097783777178,"minRFactor":92.34307861328125,"receivedPackets":329},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:07:44.282Z","maxLatencyMs":30,"minMos":4.882569805841385,"minRFactor":92.45061492919922,"receivedPackets":377},{"codecs":["audio/opus","audio/opus","audio/opus"],"eventTime":"2023-11-15T09:09:00.949Z","maxLatencyMs":33,"minMos":4.881784816849887,"minRFactor":92.41636657714844,"receivedPackets":3831},{"codecs":["audio/opus","audio/opus","audio/opus"],"eventTime":"2023-11-15T09:12:49.799Z","maxLatencyMs":39,"minMos":4.88260706688885,"minRFactor":92.4522476196289,"receivedPackets":11444},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:06.709Z","maxLatencyMs":31,"minMos":4.882183651371866,"minRFactor":92.43375396728516,"receivedPackets":3844},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-15T09:14:06.721Z","maxLatencyMs":30,"minMos":4.388019893918186,"minRFactor":92.14875793457031,"receivedPackets":19823}],"metrics":[{"emitDate":"2023-11-15T09:07:30.179Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:14:06.644Z","name":"tConnected","value":396465}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:07:30.179Z","segmentStart":"2023-11-15T09:07:30.013Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:14:06.644Z","segmentStart":"2023-11-15T09:07:30.179Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","CWC_allowACD":"true","Name":". shirley","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SAPBP":"","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 23ae4113-c991-4570-ac40-7d98730604e8","ACTIVITY_ID":"005056AB1B5D1EDEA0F2D19325554176","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000284404","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 23ae4113-c991-4570-ac40-7d98730604e8|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.cYd__ZY0ycnqlNk0wPSC","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.cYd__ZY0ycnqlNk0wPSCWnE0_Ds3Mll3GlPiqIPEuIvngDqn_eSQkBTwAaavUhqVmtV4ntsWpnVQJbdF2eZe6iyp8Mz-01EVmAyDsiOFGs30HeKKZ03iALzga-vWkEPu4YhNDXhNW7-5Lw06c2dklixGzciETXlPT4MQ6LLhKhppjOGzj2Oh","Log_CustomerInfo_ANI":"972526002696","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"cd17806a-46e5-4b1a-9e34-672a813af43e","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"9c70839c-9048-4256-adda-00a413dae4c8","protocolCallId":"b77dea73-1364-4511-830a-4d8ae757b050","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"ec50ea98-4b50-4232-91c2-6194ecd5da42","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:07:36.665Z","maxLatencyMs":40,"minMos":4.887638861930181,"minRFactor":92.674072265625,"receivedPackets":329}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-15T09:07:30.252Z","name":"nFlow","value":1},{"emitDate":"2023-11-15T09:07:36.625Z","name":"tIvr","value":6580},{"emitDate":"2023-11-15T09:07:36.629Z","name":"tFlow","value":6377},{"emitDate":"2023-11-15T09:07:36.629Z","name":"tFlowExit","value":6377}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:07:30.045Z","segmentStart":"2023-11-15T09:07:30.028Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-15T09:07:36.625Z","segmentStart":"2023-11-15T09:07:30.045Z","segmentType":"ivr"}]}]},{"participantId":"7a5ee585-55dc-4eb2-97d2-d073defa2ae0","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.bk_csr02.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"9c70839c-9048-4256-adda-00a413dae4c8","protocolCallId":"086d1a7f-bd07-4899-ab92-63800f158b10","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessionDnis":"tel:[phone]","sessionId":"fad2f785-133b-4c9d-b83b-f63bfb335ad9","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:07:44.238Z","maxLatencyMs":39,"minMos":4.882003541993548,"minRFactor":92.4259033203125,"receivedPackets":377}],"metrics":[{"emitDate":"2023-11-15T09:07:36.637Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T09:07:44.209Z","name":"tAcd","value":7572}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:07:36.637Z","segmentStart":"2023-11-15T09:07:36.628Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:07:44.209Z","segmentStart":"2023-11-15T09:07:36.637Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"5e0c393e-ac4e-40c6-a3c5-d8f34c949a1d","purpose":"agent","userId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.bk_csr06.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"9c70839c-9048-4256-adda-00a413dae4c8","protocolCallId":"7d861af7-9955-4f6b-9980-0070a128069c","provider":"Edge","recording":true,"remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessionDnis":"sip:653f7a9d19ea9b1abd5aefbc+qazim.orgspan.com@localhost","sessionId":"6b626c35-b4cb-45d9-ad41-e0c5e4114c10","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:09:00.857Z","maxLatencyMs":32,"minMos":4.882153506755067,"minRFactor":92.43244171142578,"receivedPackets":3832},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:09:00.925Z","maxLatencyMs":33,"minMos":4.881785515448059,"minRFactor":92.41639709472656,"receivedPackets":1146},{"codecs":["audio/opus","audio/opus"],"eventTime":"2023-11-15T09:09:00.927Z","maxLatencyMs":39,"minMos":4.880755194573845,"minRFactor":92.37158203125,"receivedPackets":2870}],"metrics":[{"emitDate":"2023-11-15T09:07:44.207Z","name":"tAlert","value":6633},{"emitDate":"2023-11-15T09:07:44.207Z","name":"tAnswered","value":7572},{"emitDate":"2023-11-15T09:08:31.939Z","name":"nConsult","value":1},{"emitDate":"2023-11-15T09:09:00.847Z","name":"nConsultTransferred","value":1},{"emitDate":"2023-11-15T09:09:00.847Z","name":"nTransferred","value":1},{"emitDate":"2023-11-15T09:09:00.847Z","name":"tTalk","value":76640},{"emitDate":"2023-11-15T09:09:00.847Z","name":"tTalkComplete","value":76640},{"emitDate":"2023-11-15T09:09:11.164Z","name":"tAcw","value":10317},{"emitDate":"2023-11-15T09:09:11.164Z","name":"tHandle","value":86957}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:07:44.207Z","segmentStart":"2023-11-15T09:07:37.574Z","segmentType":"alert"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:09:00.847Z","segmentStart":"2023-11-15T09:07:44.207Z","segmentType":"interact"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:09:11.164Z","segmentStart":"2023-11-15T09:09:00.847Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]},{"participantId":"df0cbcd8-e39c-4764-99f6-a4ba4232576d","purpose":"agent","userId":"cdc4c7f8-c1ca-4815-b1b9-37573891e796","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.srv_csr04.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"9c70839c-9048-4256-adda-00a413dae4c8","protocolCallId":"e39d8189-9d5b-4717-a5ab-5e4fb8d02f80","provider":"Edge","recording":true,"remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessionDnis":"sip:653f7a9cc444b71a7a9f6c98+qazim.orgspan.com@localhost","sessionId":"7bd7d849-1947-4f56-b026-b121d190442f","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:09:00.921Z","maxLatencyMs":38,"minMos":4.882584780592989,"minRFactor":92.4512710571289,"receivedPackets":1143},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:12:49.776Z","maxLatencyMs":33,"minMos":4.882868565759939,"minRFactor":92.46367645263672,"receivedPackets":12590},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:12:49.798Z","maxLatencyMs":32,"minMos":4.88163630641917,"minRFactor":92.40989685058594,"receivedPackets":1563},{"codecs":["audio/opus","audio/opus"],"eventTime":"2023-11-15T09:12:49.800Z","maxLatencyMs":39,"minMos":4.881144234746596,"minRFactor":92.38848876953125,"receivedPackets":10493}],"metrics":[{"emitDate":"2023-11-15T09:08:37.955Z","name":"tAlert","value":6016},{"emitDate":"2023-11-15T09:12:15.684Z","name":"nConsult","value":1},{"emitDate":"2023-11-15T09:12:49.740Z","name":"nConsultTransferred","value":1},{"emitDate":"2023-11-15T09:12:49.740Z","name":"nTransferred","value":1},{"emitDate":"2023-11-15T09:12:49.740Z","name":"tTalk","value":251785},{"emitDate":"2023-11-15T09:12:49.740Z","name":"tTalkComplete","value":251785},{"emitDate":"2023-11-15T09:14:17.162Z","name":"tAcw","value":87422},{"emitDate":"2023-11-15T09:14:17.162Z","name":"tHandle","value":339207}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:08:37.955Z","segmentStart":"2023-11-15T09:08:31.939Z","segmentType":"alert"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:12:49.740Z","segmentStart":"2023-11-15T09:08:37.955Z","segmentType":"interact"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:14:17.162Z","segmentStart":"2023-11-15T09:12:49.740Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]},{"participantId":"d0d50fa8-3cf2-4f4d-93bb-06a0a4fa9349","purpose":"agent","userId":"22d14c44-ab2d-43c8-892d-a0dd194fd794","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"9c70839c-9048-4256-adda-00a413dae4c8","protocolCallId":"5b89e03f-5130-4848-9347-6e71f5348d58","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessionDnis":"sip:653f7a9fa1e4121ad4cba8be+qazim.orgspan.com@localhost","sessionId":"3e00c285-7f65-4ab9-8be2-c3062d26e98f","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:12:49.829Z","maxLatencyMs":31,"minMos":4.885600492555477,"minRFactor":92.58373260498047,"receivedPackets":1560},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:06.709Z","maxLatencyMs":32,"minMos":4.881673997131095,"minRFactor":92.41153717041016,"receivedPackets":5407},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:06.721Z","maxLatencyMs":39,"minMos":4.880622483874657,"minRFactor":92.3658218383789,"receivedPackets":3845}],"metrics":[{"emitDate":"2023-11-15T09:12:18.512Z","name":"tAlert","value":2828},{"emitDate":"2023-11-15T09:14:06.671Z","name":"tTalk","value":108159},{"emitDate":"2023-11-15T09:14:06.671Z","name":"tTalkComplete","value":108159},{"emitDate":"2023-11-15T09:14:18.985Z","name":"tAcw","value":12314},{"emitDate":"2023-11-15T09:14:18.985Z","name":"tHandle","value":120473}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:12:18.512Z","segmentStart":"2023-11-15T09:12:15.684Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:14:06.671Z","segmentStart":"2023-11-15T09:12:18.512Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:14:18.985Z","segmentStart":"2023-11-15T09:14:06.671Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-15T09:14:43.991Z","conversationId":"9aaa7e2e-2586-4014-b506-5d45f1896238","conversationStart":"2023-11-15T09:12:45.840Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.881724158209602,"mediaStatsMinConversationRFactor":92.41372680664063,"originatingDirection":"outbound","participants":[{"participantId":"562ff3e3-beca-457c-bb73-5282b327b2d0","purpose":"user","userId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessions":[{"ani":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","direction":"outbound","dnis":"sip:ztrn.bk_csr05.il%40zim.com@localhost","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"fa43f657-78e4-41db-9bb5-f1fcb4254298","provider":"Edge","sessionDnis":"sip:ztrn.bk_csr05.il%40zim.com@localhost","sessionId":"2bf2a003-9baf-4a9d-941d-fe9dae43b44e","mediaEndpointStats":[{"codecs":["audio/opus","audio/opus","audio/opus"],"eventTime":"2023-11-15T09:14:44.050Z","maxLatencyMs":32,"minMos":4.881724158209602,"minRFactor":92.41372680664063,"receivedPackets":5296},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:44.053Z","maxLatencyMs":31,"minMos":4.883151592987397,"minRFactor":92.47605895996094,"receivedPackets":5870}],"metrics":[{"emitDate":"2023-11-15T09:12:46.490Z","name":"tContacting","value":650},{"emitDate":"2023-11-15T09:12:58.003Z","name":"tDialing","value":11513},{"emitDate":"2023-11-15T09:14:43.991Z","name":"tHandle","value":118151},{"emitDate":"2023-11-15T09:14:43.991Z","name":"tTalk","value":105988},{"emitDate":"2023-11-15T09:14:43.991Z","name":"tTalkComplete","value":105988}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:12:46.490Z","segmentStart":"2023-11-15T09:12:45.840Z","segmentType":"contacting"},{"conference":false,"segmentEnd":"2023-11-15T09:12:58.003Z","segmentStart":"2023-11-15T09:12:46.490Z","segmentType":"dialing"},{"conference":false,"disconnectType":"peer","segmentEnd":"2023-11-15T09:14:43.991Z","segmentStart":"2023-11-15T09:12:58.003Z","segmentType":"interact"}]}]},{"participantId":"e4941058-8122-441b-b1f5-1bb33723b067","purpose":"user","userId":"23ae4113-c991-4570-ac40-7d98730604e8","sessions":[{"ani":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","destinationAddresses":["sip:ztrn.bk_csr02.il%40zim.com@localhost"],"direction":"inbound","dnis":"sip:ztrn.bk_csr05.il%40zim.com@localhost","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"c5ee0647-603c-4800-906f-effb12aec7f1","provider":"Edge","remote":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","sessionDnis":"sip:653f7a9cc801081aac90748c+qazim.orgspan.com@localhost","sessionId":"7b74966d-47bd-4b09-abf1-85e8309a1312","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:29.716Z","maxLatencyMs":30,"minMos":4.882782106242935,"minRFactor":92.45989227294922,"receivedPackets":547},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:44.050Z","maxLatencyMs":33,"minMos":4.881743330924473,"minRFactor":92.41455841064453,"receivedPackets":5299},{"codecs":["audio/opus","audio/opus"],"eventTime":"2023-11-15T09:14:44.053Z","maxLatencyMs":32,"minMos":4.881898445318138,"minRFactor":92.42131805419922,"receivedPackets":4149}],"metrics":[{"emitDate":"2023-11-15T09:12:57.998Z","name":"tAlert","value":11509},{"emitDate":"2023-11-15T09:14:06.704Z","name":"nConsult","value":1},{"emitDate":"2023-11-15T09:14:43.990Z","name":"tHandle","value":105992},{"emitDate":"2023-11-15T09:14:43.990Z","name":"tTalk","value":105992},{"emitDate":"2023-11-15T09:14:43.990Z","name":"tTalkComplete","value":105992}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:12:57.998Z","segmentStart":"2023-11-15T09:12:46.489Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","segmentEnd":"2023-11-15T09:14:43.990Z","segmentStart":"2023-11-15T09:12:57.998Z","segmentType":"interact"}]}]},{"participantId":"a4984fad-1a54-4759-b773-d9c52b7699f6","purpose":"user","userId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessions":[{"ani":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","direction":"inbound","dnis":"sip:ztrn.bk_csr05.il%40zim.com@localhost","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"7d861af7-9955-4f6b-9980-0070a128069c","provider":"Edge","remote":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","sessionDnis":"sip:653f7a9d19ea9b1abd5aefbc+qazim.orgspan.com@localhost","sessionId":"e30a7c8e-30a4-4949-b7c7-2ed6a248c144","metrics":[{"emitDate":"2023-11-15T09:14:18.717Z","name":"tAlert","value":12013}],"segments":[{"conference":false,"disconnectType":"noAnswerTransfer","segmentEnd":"2023-11-15T09:14:18.717Z","segmentStart":"2023-11-15T09:14:06.704Z","segmentType":"alert"}]}]},{"participantId":"1d821b73-4e65-4626-8a8c-0094f5bee230","purpose":"voicemail","userId":"bcc6b39a-fedb-411d-8242-6f7ce2de3dc4","sessions":[{"ani":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","direction":"inbound","dnis":"sip:ztrn.bk_csr05.il%40zim.com@localhost","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"f9e1ff50-8e85-4676-bbfe-adcca2b3d152","provider":"Edge","remote":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com@localhost","sessionDnis":"sip:[email protected];language=en-US;user=voicemail","sessionId":"156d4304-2269-4259-8f48-6eff22a1bf7c","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:14:29.716Z","maxLatencyMs":30,"minMos":4.882921537084548,"minRFactor":92.46599578857422,"receivedPackets":547}],"metrics":[{"emitDate":"2023-11-15T09:14:29.678Z","name":"tVoicemail","value":10941}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:14:18.737Z","segmentStart":"2023-11-15T09:14:18.728Z","segmentType":"system"},{"conference":false,"disconnectType":"system","segmentEnd":"2023-11-15T09:14:29.678Z","segmentStart":"2023-11-15T09:14:18.737Z","segmentType":"interact"}]}]}]},{"conversationEnd":"2023-11-15T09:23:50.125Z","conversationId":"ed08c7e3-a2b6-496f-a999-be9db5ef2393","conversationStart":"2023-11-15T09:19:15.019Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.384528681093831,"mediaStatsMinConversationRFactor":90.14309692382813,"originatingDirection":"inbound","resolutions":[{"eventTime":"2023-11-22T23:09:25.352Z"}],"participants":[{"externalContactId":"c1224459-a73f-4618-86ec-2a04624b2187","participantId":"2a2cba8c-bc7f-40dd-be59-c1f2d8c8948e","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"a11ae4e4-07b0-4b95-b0bd-d9dc8ab2eabb","sessionDnis":"tel:[phone]","sessionId":"5425354f-0509-413c-88c9-a49cb82aa6cf","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:19:21.340Z","maxLatencyMs":30,"minMos":4.882718549429996,"minRFactor":92.45711517333985,"receivedPackets":309},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:19:45.058Z","maxLatencyMs":30,"minMos":4.882720043826285,"minRFactor":92.45718383789063,"receivedPackets":1184},{"codecs":["audio/opus","audio/opus","audio/opus"],"discardedPackets":67,"eventTime":"2023-11-15T09:23:26.493Z","maxLatencyMs":77,"minMos":4.824988998360642,"minRFactor":90.14309692382813,"receivedPackets":10980},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:23:50.157Z","maxLatencyMs":49,"minMos":4.882626560678524,"minRFactor":92.45309448242188,"receivedPackets":1185},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-15T09:23:50.190Z","maxLatencyMs":33,"minMos":4.384528681093831,"minRFactor":91.98429107666016,"receivedPackets":13746}],"metrics":[{"emitDate":"2023-11-15T09:19:15.193Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:23:50.125Z","name":"tConnected","value":274932}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:19:15.193Z","segmentStart":"2023-11-15T09:19:15.019Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:23:50.125Z","segmentStart":"2023-11-15T09:19:15.193Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","CWC_allowACD":"true","Name":". shirley","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SAPBP":"ILKETER","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 22d14c44-ab2d-43c8-892d-a0dd194fd794","ACTIVITY_ID":"005056AB1B5D1EDEA0F3033D36214176","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000284404","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 22d14c44-ab2d-43c8-892d-a0dd194fd794|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.eyJhdWQiOiI0YTZiNGZkNy1lYmNkLTRmMDUtYmVlNy0wZmE3YjY4ZDY3ZTgiLCJpc3MiOiJodHRwczovL2xvZ2luLm1pY3Jvc29mdG9ubGluZS5jb20vYzNkZWJjY2YtMGY2NC00ZmM5LTg2ODYtZWRlZWRiZTlmNTEzL3YyLjAiLCJpYXQiOjE3MDAwMzk2NTksIm5iZiI6MTcwMDAzOTY1OSwiZXhwIjoxNzAwMDQzNTU5LCJhaW8iOiJFMlZnWUxDSjlLdFo2dFVhekdmMWR5V3Z4WnBrbVVrN3JySXAyUDY5dFUvdW5YeC92amdBIiwiYXpwIjoiOWJhYTRmMTQtN2Y2MS00NmE4LWE0ODgtZWIwZDg0ZjU2N2M5IiwiYXpwYWNyIjoiMSIsIm9pZCI6ImNjOWJlYjdkLWZlODEtNDAxZi05OTc2LTFjNjkzOTVlZTgyZiIsInJoIjoiMC5BWE1Bejd6ZXcyUVB5VS1HaHUzdTItbjFFOWRQYTByTjZ3VlB2dWNQcDdhTlotaHpBQUEuIiwicm9sZXMiOlsiYXBpIl0sInN1YiI6ImNjOWJlYjdkLWZlODEtNDAxZi05OTc2LTFjNjkzOTVlZTgyZiIsInRpZCI6ImMzZGViY2NmLTBmNjQtNGZjOS04Njg2LWVkZWVkYmU5ZjUxMyIsInV0aSI6ImU5bklnZmVzbmt5LVhYYy0td0swQUEiLCJ2ZXIiOiIyLjAifQ.q2ma9o37GXkgTNc6OR4","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.q2ma9o37GXkgTNc6OR4be6SU1jMslq4IsHI6yBYa15zN1xlT7vVWPGvyngubjLnnnsAB7fn7v8p-x3DJIkrt40lcgI4psmyB_dXkppQWzour5QEfNvxf_hhMJQUsoRT164jwTFz1AhCOabdC4vN-KboYhrvk8-8DE6_ULyQRNsTTja7h0Qo2","Log_CustomerInfo_ANI":"972526002696","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"add2d07f-3ded-46d1-a91b-19ba65b314e4","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"5425354f-0509-413c-88c9-a49cb82aa6cf","protocolCallId":"07ed9f86-cd6a-46b3-981b-d06486112718","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"eaa71862-5168-43c5-80e7-2b82d74c1245","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:19:21.301Z","maxLatencyMs":30,"minMos":4.885771914428918,"minRFactor":92.59130859375,"receivedPackets":308}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-15T09:19:15.300Z","name":"nFlow","value":1},{"emitDate":"2023-11-15T09:19:21.251Z","name":"tFlow","value":5951},{"emitDate":"2023-11-15T09:19:21.251Z","name":"tFlowExit","value":5951},{"emitDate":"2023-11-15T09:19:21.251Z","name":"tIvr","value":6196}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:19:15.055Z","segmentStart":"2023-11-15T09:19:15.030Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-15T09:19:21.251Z","segmentStart":"2023-11-15T09:19:15.055Z","segmentType":"ivr"}]}]},{"participantId":"1a1f6f0a-e607-45a0-bb8c-a4cb2ec7e283","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.srv_csr06.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"5425354f-0509-413c-88c9-a49cb82aa6cf","protocolCallId":"dfcb3538-65ca-44d4-9d6a-4b9bafa9fc6a","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"a11ae4e4-07b0-4b95-b0bd-d9dc8ab2eabb","sessionDnis":"tel:[phone]","sessionId":"8fd95c4a-c15b-42a5-9d10-b72bf1e5624a","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:19:45.066Z","maxLatencyMs":30,"minMos":4.882736093065855,"minRFactor":92.4578857421875,"receivedPackets":1185}],"metrics":[{"emitDate":"2023-11-15T09:19:21.293Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T09:19:45.037Z","name":"tAcd","value":23744}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:19:21.293Z","segmentStart":"2023-11-15T09:19:21.255Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:19:45.037Z","segmentStart":"2023-11-15T09:19:21.293Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"048a9d60-e8cb-40b9-a121-7c07118eb6de","purpose":"agent","userId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"5425354f-0509-413c-88c9-a49cb82aa6cf","protocolCallId":"54ead097-c6d8-47db-9929-9cd6c44591de","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com;tgrp=6cba29c1-fb54-4ec2-91b5-0d8d48a0d3d6;trunk-context=qazim@localhost","sessionId":"afca391d-a86c-470d-8a3f-bfa97402922b","metrics":[{"emitDate":"2023-11-15T09:19:38.764Z","name":"tAlert","value":17199},{"emitDate":"2023-11-15T09:19:38.764Z","name":"tNotResponding","value":17199}],"segments":[{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:19:38.764Z","segmentStart":"2023-11-15T09:19:21.565Z","segmentType":"alert"}]}]},{"participantId":"ea8c67b7-0dd6-4789-b924-da6da06ce5c9","purpose":"agent","userId":"a11ae4e4-07b0-4b95-b0bd-d9dc8ab2eabb","sessions":[{"ani":"tel:[phone]","destinationAddresses":["0545240465"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"5425354f-0509-413c-88c9-a49cb82aa6cf","protocolCallId":"87bb194f-e36b-4c2f-9cbe-d0f526868780","provider":"Edge","recording":true,"remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"a11ae4e4-07b0-4b95-b0bd-d9dc8ab2eabb","sessionDnis":"sip:653f7a9eb42af01aa8639aae+qazim.orgspan.com;tgrp=6cba29c1-fb54-4ec2-91b5-0d8d48a0d3d6;trunk-context=qazim@localhost","sessionId":"3a88effd-f84c-4f16-8541-870c77383015","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"discardedPackets":83,"eventTime":"2023-11-15T09:23:26.471Z","maxLatencyMs":77,"minMos":4.831949420947435,"minRFactor":90.40327453613281,"receivedPackets":10969},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:23:26.474Z","maxLatencyMs":30,"minMos":4.882902341796048,"minRFactor":92.46515655517578,"receivedPackets":3142},{"codecs":["audio/opus","audio/opus"],"eventTime":"2023-11-15T09:23:26.477Z","maxLatencyMs":31,"minMos":4.882232449776757,"minRFactor":92.43588256835938,"receivedPackets":9632}],"metrics":[{"emitDate":"2023-11-15T09:19:44.995Z","name":"tAlert","value":5141},{"emitDate":"2023-11-15T09:19:44.995Z","name":"tAnswered","value":23744},{"emitDate":"2023-11-15T09:22:22.477Z","name":"nConsult","value":1},{"emitDate":"2023-11-15T09:23:26.411Z","name":"nConsultTransferred","value":1},{"emitDate":"2023-11-15T09:23:26.411Z","name":"nTransferred","value":1},{"emitDate":"2023-11-15T09:23:26.411Z","name":"tTalk","value":221416},{"emitDate":"2023-11-15T09:23:26.411Z","name":"tTalkComplete","value":221416},{"emitDate":"2023-11-15T09:23:33.739Z","name":"tAcw","value":7328},{"emitDate":"2023-11-15T09:23:33.739Z","name":"tHandle","value":228744}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:19:44.995Z","segmentStart":"2023-11-15T09:19:39.854Z","segmentType":"alert"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:23:26.411Z","segmentStart":"2023-11-15T09:19:44.995Z","segmentType":"interact"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:23:33.739Z","segmentStart":"2023-11-15T09:23:26.411Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]},{"externalContactId":"58dec67d-34e7-42a9-9444-c3b0133490c2","participantId":"09d1f1f8-281f-4e9a-937c-205b2eeb28c0","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"f0b72a55-22cf-408f-818c-93155d6478af","provider":"Edge","remoteNameDisplayable":"Mobile Number, Israel","sessionDnis":"tel:[phone]","sessionId":"f0ffefda-d77e-4b7a-bd35-0543d8252542","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:23:26.472Z","maxLatencyMs":43,"minMos":4.886104747811276,"minRFactor":92.60601806640625,"receivedPackets":3141},{"codecs":["audio/PCMA"],"eventTime":"2023-11-15T09:23:50.153Z","maxLatencyMs":33,"minMos":4.392629755581839,"minRFactor":92.36917877197266,"receivedPackets":4314},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:23:50.154Z","maxLatencyMs":49,"minMos":4.882930437124609,"minRFactor":92.46638488769531,"receivedPackets":1185}],"metrics":[{"emitDate":"2023-11-15T09:22:26.203Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:23:50.122Z","name":"tConnected","value":83919}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:22:26.203Z","segmentStart":"2023-11-15T09:22:22.477Z","segmentType":"dialing"},{"conference":false,"disconnectType":"endpoint","segmentEnd":"2023-11-15T09:23:50.122Z","segmentStart":"2023-11-15T09:22:26.203Z","segmentType":"interact"}]}]}]},{"conversationEnd":"2023-11-15T09:25:20.359Z","conversationId":"12770838-382d-45d7-918f-d79fbe54bd77","conversationStart":"2023-11-15T09:25:11.989Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":3.934988854421952,"mediaStatsMinConversationRFactor":77.72002410888672,"originatingDirection":"inbound","participants":[{"externalContactId":"4ce89083-4c67-470c-b96c-26a7ee1c6787","participantId":"a82e19d6-7293-44a1-af72-4cec3e167aeb","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"tel:[phone]","sessionId":"4722415a-62a7-4532-b05c-597295c42c3a","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:18.963Z","maxLatencyMs":30,"minMos":4.882914523403855,"minRFactor":92.46568298339844,"receivedPackets":343},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-15T09:25:20.371Z","maxLatencyMs":31,"minMos":3.934988854421952,"minRFactor":77.72002410888672,"receivedPackets":409},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:20.411Z","maxLatencyMs":30,"minMos":4.882985238485061,"minRFactor":92.46878051757813,"receivedPackets":71}],"metrics":[{"emitDate":"2023-11-15T09:25:12.162Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:25:20.337Z","name":"tConnected","value":8175}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:25:12.162Z","segmentStart":"2023-11-15T09:25:11.989Z","segmentType":"system"},{"conference":false,"disconnectType":"endpoint","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:20.337Z","segmentStart":"2023-11-15T09:25:12.162Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","CWC_allowACD":"true","Name":"","cuccCode":"","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"","cuccName":"","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 06997d14-4a93-4ae6-a4c6-0dedb56d0e3d","Code":"","Log_CustomerInfo_2":"NOT A VIP","Log_CustomerInfo_1":"Customer Data received","Type":"","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 06997d14-4a93-4ae6-a4c6-0dedb56d0e3d|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.m0NM2gegD6q9rq29j_D","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.eyJhdWQiOiI0YTZiNGZkNy1lYmNkLTRmMDUtYmVlNy0wZmE3YjY4ZDY3ZTgiLCJpc3MiOiJodHRwczovL2xvZ2luLm1pY3Jvc29mdG9ubGluZS5jb20vYzNkZWJjY2YtMGY2NC00ZmM5LTg2ODYtZWRlZWRiZTlmNTEzL3YyLjAiLCJpYXQiOjE3MDAwNDAwMTcsIm5iZiI6MTcwMDA0MDAxNywiZXhwIjoxNzAwMDQzOTE3LCJhaW8iOiJBU1FBMi84VkFBQUFlZ1gyRnh2Z1RFWEZvWjhFdGw3SzFzUFlubmRGSGZYdDJMY0V5UVhGcktjPSIsImF6cCI6IjliYWE0ZjE0LTdmNjEtNDZhOC1hNDg4LWViMGQ4NGY1NjdjOSIsImF6cGFjciI6IjEiLCJvaWQiOiJjYzliZWI3ZC1mZTgxLTQwMWYtOTk3Ni0xYzY5Mzk1ZWU4MmYiLCJyaCI6IjAuQVhNQXo3emV3MlFQeVUtR2h1M3UyLW4xRTlkUGEwck42d1ZQdnVjUHA3YU5aLWh6QUFBLiIsInJvbGVzIjpbImFwaSJdLCJzdWIiOiJjYzliZWI3ZC1mZTgxLTQwMWYtOTk3Ni0xYzY5Mzk1ZWU4MmYiLCJ0aWQiOiJjM2RlYmNjZi0wZjY0LTRmYzktODY4Ni1lZGVlZGJlOWY1MTMiLCJ1dGkiOiJZaDR3TFRxbXVreVM0eFJ4Ukd5dEFBIiwidmVyIjoiMi4wIn0.m0NM2gegD6q9rq29j_DLXMvTtfDWYOpowZS1dBRHKZj994cyLBwurpba8kP303ZFZ8uSjAG15L0FnA5VhzQ112ZY5Pi-CQevdQY98Wzg0mMz2im3GJsihOFEjSzjMJvXttf8pLKfmdQG29C97haC6NdJTFKTq1HBWG1Bm5i3LsRJoYd","Log_CustomerInfo_ANI":"972526002867","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"false"}},{"participantId":"7b80497a-6302-410e-b812-7640b1195a81","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"4722415a-62a7-4532-b05c-597295c42c3a","protocolCallId":"b2c9ee4f-2a8c-49fa-aae6-27d3c82f440b","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"beb8bb4f-5423-41f7-ab8c-896d32e6c969","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:18.963Z","maxLatencyMs":30,"minMos":4.885946171202439,"minRFactor":92.59900665283203,"receivedPackets":343}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-15T09:25:12.225Z","name":"nFlow","value":1},{"emitDate":"2023-11-15T09:25:18.875Z","name":"tIvr","value":6869},{"emitDate":"2023-11-15T09:25:18.931Z","name":"tFlow","value":6706},{"emitDate":"2023-11-15T09:25:18.931Z","name":"tFlowExit","value":6706}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:25:12.006Z","segmentStart":"2023-11-15T09:25:11.998Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-15T09:25:18.875Z","segmentStart":"2023-11-15T09:25:12.006Z","segmentType":"ivr"}]}]},{"participantId":"0ef1822e-c5dd-4c20-ba45-46fd15362a6d","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"4722415a-62a7-4532-b05c-597295c42c3a","protocolCallId":"025433ff-d163-48ef-a9ca-8214d6d140b1","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"tel:[phone]","sessionId":"18b9d241-b574-4cb6-bdba-88bf999c8a37","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:20.408Z","maxLatencyMs":30,"minMos":4.883010721939118,"minRFactor":92.46989440917969,"receivedPackets":71}],"metrics":[{"emitDate":"2023-11-15T09:25:20.359Z","name":"tShortAbandon","value":1465},{"emitDate":"2023-11-15T09:25:18.894Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T09:25:20.359Z","name":"tAbandon","value":1465},{"emitDate":"2023-11-15T09:25:20.359Z","name":"tAcd","value":1465}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:18.894Z","segmentStart":"2023-11-15T09:25:18.884Z","segmentType":"delay"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:20.359Z","segmentStart":"2023-11-15T09:25:18.894Z","segmentType":"interact"}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"28431018-685f-4460-b184-01af616c7286","purpose":"agent","userId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"4722415a-62a7-4532-b05c-597295c42c3a","protocolCallId":"68de1ef9-6746-4d95-9edb-1bd77c3fde4c","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com;tgrp=6cba29c1-fb54-4ec2-91b5-0d8d48a0d3d6;trunk-context=qazim@localhost","sessionId":"0f194cc3-7bd8-4c44-b429-048542d43e8b","usedRouting":"Standard","metrics":[{"emitDate":"2023-11-15T09:25:20.340Z","name":"tAlert","value":1157},{"emitDate":"2023-11-15T09:25:20.340Z","name":"tNotResponding","value":1157}],"segments":[{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:20.340Z","segmentStart":"2023-11-15T09:25:19.183Z","segmentType":"alert"}]}]}]},{"conversationEnd":"2023-11-15T09:25:52.801Z","conversationId":"2588bdd6-5733-4f34-a2b9-a25f1b243add","conversationStart":"2023-11-15T09:25:13.110Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.824314069043412,"mediaStatsMinConversationRFactor":90.11809539794922,"originatingDirection":"outbound","participants":[{"participantId":"724546fa-afa7-436b-8ec3-28540711f452","purpose":"agent","userId":"a11ae4e4-07b0-4b95-b0bd-d9dc8ab2eabb","sessions":[{"ani":"sip:653f7a9eb42af01aa8639aae+qazim.orgspan.com@localhost","direction":"outbound","dnis":"sip:ztrn.bk_csr01.il%40zim.com@localhost","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"87bb194f-e36b-4c2f-9cbe-d0f526868780","provider":"Edge","remote":"sip:653f7a9eb42af01aa8639aae+qazim.orgspan.com@localhost","sessionDnis":"sip:ztrn.bk_csr01.il%40zim.com@localhost","sessionId":"3b4fb829-7dc2-4fba-b9e8-00a12fe5cf8e","mediaEndpointStats":[{"codecs":["audio/opus"],"discardedPackets":14,"eventTime":"2023-11-15T09:25:52.853Z","maxLatencyMs":50,"minMos":4.825993758046023,"minRFactor":90.18038940429688,"receivedPackets":1984},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:52.858Z","maxLatencyMs":34,"minMos":4.881307173962194,"minRFactor":92.39557647705078,"receivedPackets":1742}],"metrics":[{"emitDate":"2023-11-15T09:25:13.110Z","name":"nOutbound","value":1},{"emitDate":"2023-11-15T09:25:13.141Z","name":"tContacting","value":31},{"emitDate":"2023-11-15T09:25:17.970Z","name":"tDialing","value":4829},{"emitDate":"2023-11-15T09:25:52.801Z","name":"tHandle","value":39691},{"emitDate":"2023-11-15T09:25:52.801Z","name":"tTalk","value":34831},{"emitDate":"2023-11-15T09:25:52.801Z","name":"tTalkComplete","value":34831}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T09:25:13.141Z","segmentStart":"2023-11-15T09:25:13.110Z","segmentType":"contacting"},{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T09:25:17.970Z","segmentStart":"2023-11-15T09:25:13.141Z","segmentType":"dialing"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T09:25:52.801Z","segmentStart":"2023-11-15T09:25:17.970Z","segmentType":"interact"}]}]},{"participantId":"00ad11e2-626d-4cc7-96aa-13685d24bcb2","purpose":"user","userId":"2a409299-55a8-4742-88b6-53177a301fd0","sessions":[{"ani":"sip:653f7a9eb42af01aa8639aae+qazim.orgspan.com@localhost","direction":"inbound","dnis":"sip:ztrn.bk_csr01.il%40zim.com@localhost","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"138aa3bb-9678-422f-bf68-2f988bfc24f2","provider":"Edge","remote":"sip:653f7a9eb42af01aa8639aae+qazim.orgspan.com@localhost","sessionDnis":"sip:653f7a9700abb41a7e99e140+qazim.orgspan.com@localhost","sessionId":"ee50ee6b-0758-4a3d-a462-f9ae60110231","mediaEndpointStats":[{"codecs":["audio/opus"],"discardedPackets":15,"eventTime":"2023-11-15T09:25:52.853Z","maxLatencyMs":34,"minMos":4.824314069043412,"minRFactor":90.11809539794922,"receivedPackets":1742},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:52.869Z","maxLatencyMs":33,"minMos":4.881330226606764,"minRFactor":92.39657592773438,"receivedPackets":1742}],"metrics":[{"emitDate":"2023-11-15T09:25:17.964Z","name":"tAlert","value":4824},{"emitDate":"2023-11-15T09:25:52.800Z","name":"tHandle","value":34836},{"emitDate":"2023-11-15T09:25:52.800Z","name":"tTalk","value":34836},{"emitDate":"2023-11-15T09:25:52.800Z","name":"tTalkComplete","value":34836}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T09:25:17.964Z","segmentStart":"2023-11-15T09:25:13.140Z","segmentType":"alert"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","segmentEnd":"2023-11-15T09:25:52.800Z","segmentStart":"2023-11-15T09:25:17.964Z","segmentType":"interact"}]}]}]},{"conversationEnd":"2023-11-15T09:26:13.619Z","conversationId":"22c4a9ac-f012-400c-9a18-5b7740f92b7b","conversationStart":"2023-11-15T09:25:42.495Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.301528492075999,"mediaStatsMinConversationRFactor":88.53693389892578,"originatingDirection":"inbound","participants":[{"externalContactId":"4ce89083-4c67-470c-b96c-26a7ee1c6787","participantId":"ebddac70-9376-4734-9eea-6f02728e7ef7","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"tel:[phone]","sessionId":"4c8b5958-6cee-44f7-93b8-bd0e46794bd7","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:49.192Z","maxLatencyMs":30,"minMos":4.882390616368011,"minRFactor":92.44278717041016,"receivedPackets":332},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:55.326Z","maxLatencyMs":38,"minMos":4.882398983743084,"minRFactor":92.44315338134766,"receivedPackets":303},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:26:13.648Z","maxLatencyMs":33,"minMos":4.881245545803895,"minRFactor":92.39289093017578,"receivedPackets":915},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-15T09:26:13.650Z","maxLatencyMs":32,"minMos":4.301528492075999,"minRFactor":88.53693389892578,"receivedPackets":1547}],"metrics":[{"emitDate":"2023-11-15T09:25:42.714Z","name":"nConnected","value":1},{"emitDate":"2023-11-15T09:26:13.619Z","name":"tConnected","value":30905}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:25:42.714Z","segmentStart":"2023-11-15T09:25:42.495Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:26:13.619Z","segmentStart":"2023-11-15T09:25:42.714Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","CWC_allowACD":"true","Name":"","cuccCode":"","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SAPBP":"","SpecialRequest":"","cuccName":"","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3f0b896f-be06-4807-bdef-11d50429b79f","ACTIVITY_ID":"","Code":"","Log_CustomerInfo_2":"NOT A VIP","Log_CustomerInfo_1":"Customer Data received","Type":"","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3f0b896f-be06-4807-bdef-11d50429b79f|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.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.GYwYm9rb0skXn8","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IjlHbW55RlBraGMzaE91UjIybXZTdmduTG83WSJ9.eyJhdWQiOiI0YTZiNGZkNy1lYmNkLTRmMDUtYmVlNy0wZmE3YjY4ZDY3ZTgiLCJpc3MiOiJodHRwczovL2xvZ2luLm1pY3Jvc29mdG9ubGluZS5jb20vYzNkZWJjY2YtMGY2NC00ZmM5LTg2ODYtZWRlZWRiZTlmNTEzL3YyLjAiLCJpYXQiOjE3MDAwNDAwNDcsIm5iZiI6MTcwMDA0MDA0NywiZXhwIjoxNzAwMDQzOTQ3LCJhaW8iOiJBU1FBMi84VkFBQUFlZ1gyRnh2Z1RFWEZvWjhFdGw3SzFzUFlubmRGSGZYdDJMY0V5UVhGcktjPSIsImF6cCI6IjliYWE0ZjE0LTdmNjEtNDZhOC1hNDg4LWViMGQ4NGY1NjdjOSIsImF6cGFjciI6IjEiLCJvaWQiOiJjYzliZWI3ZC1mZTgxLTQwMWYtOTk3Ni0xYzY5Mzk1ZWU4MmYiLCJyaCI6IjAuQVhNQXo3emV3MlFQeVUtR2h1M3UyLW4xRTlkUGEwck42d1ZQdnVjUHA3YU5aLWh6QUFBLiIsInJvbGVzIjpbImFwaSJdLCJzdWIiOiJjYzliZWI3ZC1mZTgxLTQwMWYtOTk3Ni0xYzY5Mzk1ZWU4MmYiLCJ0aWQiOiJjM2RlYmNjZi0wZjY0LTRmYzktODY4Ni1lZGVlZGJlOWY1MTMiLCJ1dGkiOiJZaDR3TFRxbXVreVM0eFJ4a0hTdEFBIiwidmVyIjoiMi4wIn0.GYwYm9rb0skXn8OnkkrQA0G1gwVvgW0wcQSRzaqDDBBquw2Fm2l_gBB0OA7HB2zb1ya0NtqY__7AifqIr5SpC3U5QkGDzThW_ITUdwPZol7EL8fzYq3eMM0ydjhIdIzrUHYiMGBS08qLkQeZWmR8YCM2shjaesxCdHxUUjLJAU81-Bd","Log_CustomerInfo_ANI":"972526002867","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"false"}},{"participantId":"774b7d5e-45ae-4b3c-a436-e90583f85267","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"4c8b5958-6cee-44f7-93b8-bd0e46794bd7","protocolCallId":"bb6437c2-bab6-4d28-8b3c-49e6e023ce3e","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"5687f44f-3ce7-460d-a9d3-97069187b35d","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:49.193Z","maxLatencyMs":39,"minMos":4.882711400457087,"minRFactor":92.45680236816406,"receivedPackets":331}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-15T09:25:42.722Z","name":"nFlow","value":1},{"emitDate":"2023-11-15T09:25:49.158Z","name":"tIvr","value":6646},{"emitDate":"2023-11-15T09:25:49.163Z","name":"tFlow","value":6441},{"emitDate":"2023-11-15T09:25:49.163Z","name":"tFlowExit","value":6441}],"segments":[{"conference":false,"segmentEnd":"2023-11-15T09:25:42.512Z","segmentStart":"2023-11-15T09:25:42.503Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-15T09:25:49.158Z","segmentStart":"2023-11-15T09:25:42.512Z","segmentType":"ivr"}]}]},{"participantId":"53ae47c3-cb5a-4b06-8b9a-1f90b19bd28a","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:ztrn.doc_csr02.il%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"4c8b5958-6cee-44f7-93b8-bd0e46794bd7","protocolCallId":"b0c2ccf1-ba38-4c93-8e83-f0044bbb4289","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"tel:[phone]","sessionId":"ad2214f9-e452-4915-9b00-fd88eaa98a43","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:25:55.327Z","maxLatencyMs":30,"minMos":4.882566996518007,"minRFactor":92.45049285888672,"receivedPackets":304}],"metrics":[{"emitDate":"2023-11-15T09:25:49.216Z","name":"nOffered","value":1},{"emitDate":"2023-11-15T09:25:55.297Z","name":"tAcd","value":6081}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:49.216Z","segmentStart":"2023-11-15T09:25:49.205Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:55.297Z","segmentStart":"2023-11-15T09:25:49.216Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"f4d4fc4f-e6ce-4f6f-9dbe-e02eb0b18803","purpose":"agent","userId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"4c8b5958-6cee-44f7-93b8-bd0e46794bd7","protocolCallId":"47ae52ed-7f6c-45b3-9723-7b78dd5989c2","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3f0b896f-be06-4807-bdef-11d50429b79f","sessionDnis":"sip:653f7a99ea4fce1aabbc1f87+qazim.orgspan.com;tgrp=6cba29c1-fb54-4ec2-91b5-0d8d48a0d3d6;trunk-context=qazim@localhost","sessionId":"dd6046f1-55c7-4259-ac52-07dace13ea20","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:26:13.645Z","maxLatencyMs":34,"minMos":4.880951889758324,"minRFactor":92.380126953125,"receivedPackets":911},{"codecs":["audio/opus"],"eventTime":"2023-11-15T09:26:13.680Z","maxLatencyMs":36,"minMos":4.888185335005937,"minRFactor":92.69841003417969,"receivedPackets":922}],"metrics":[{"emitDate":"2023-11-15T09:25:55.297Z","name":"tAlert","value":5865},{"emitDate":"2023-11-15T09:25:55.297Z","name":"tAnswered","value":6081},{"emitDate":"2023-11-15T09:26:13.617Z","name":"tHandle","value":18320},{"emitDate":"2023-11-15T09:26:13.617Z","name":"tTalk","value":18320},{"emitDate":"2023-11-15T09:26:13.617Z","name":"tTalkComplete","value":18320}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:25:55.297Z","segmentStart":"2023-11-15T09:25:49.432Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-15T09:26:13.617Z","segmentStart":"2023-11-15T09:25:55.297Z","segmentType":"interact"}]}]}]},{"conversationEnd":"2023-11-16T12:00:39.005Z","conversationId":"e1710803-33ca-4ede-80b9-0161b53dbf0f","conversationStart":"2023-11-16T12:00:35.987Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":2.579147936552586,"mediaStatsMinConversationRFactor":50.07899856567383,"originatingDirection":"inbound","participants":[{"externalContactId":"b68c8627-ba46-4706-a1de-88fa20accdbc","participantId":"d6d29143-2493-4a6c-bcf9-7fcda2f17c5a","participantName":"Mobile Number, Israel","purpose":"external","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","sessionDnis":"tel:[phone]","sessionId":"e12bcee8-c824-44bf-9d97-4e1c9fd18387","mediaEndpointStats":[{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-16T12:00:39.039Z","maxLatencyMs":30,"minMos":2.579147936552586,"minRFactor":50.07899856567383,"receivedPackets":142},{"codecs":["audio/opus"],"eventTime":"2023-11-16T12:00:39.067Z","maxLatencyMs":30,"minMos":4.883067324708593,"minRFactor":92.47237396240235,"receivedPackets":149}],"metrics":[{"emitDate":"2023-11-16T12:00:36.176Z","name":"nConnected","value":1},{"emitDate":"2023-11-16T12:00:39Z","name":"tConnected","value":2824}],"segments":[{"conference":false,"segmentEnd":"2023-11-16T12:00:36.176Z","segmentStart":"2023-11-16T12:00:35.987Z","segmentType":"system"},{"conference":false,"disconnectType":"endpoint","segmentEnd":"2023-11-16T12:00:39Z","segmentStart":"2023-11-16T12:00:36.176Z","segmentType":"interact"}]}],"attributes":{"Division":"ILHFA","Callflow":"Language|Call from tel:[phone] received|TEST MODE OFF|User Prompt ZIM_R10_ILHFA_V_WELCOME Found","DNIS":"[phone]","Log_Startup_1":"Call from tel:[phone] received"}},{"participantId":"db898c42-5085-4dcf-951b-7c306d489c02","participantName":"ILHFA Inbound Flow with D365","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"e12bcee8-c824-44bf-9d97-4e1c9fd18387","protocolCallId":"b815b9c6-5010-4e4f-a3b7-e5b74acd940d","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"a884a5a0-5e10-410d-9c81-cecb9e9083b4","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-16T12:00:39.042Z","maxLatencyMs":30,"minMos":4.888977746762128,"minRFactor":92.73377990722656,"receivedPackets":149}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"DISCONNECT","flowId":"3a95d974-ac4f-4db4-bdb5-451e74f6781c","flowName":"ILHFA Inbound Flow with D365","flowType":"INBOUNDCALL","flowVersion":"5.0","startingLanguage":"en-us"},"metrics":[{"emitDate":"2023-11-16T12:00:37.268Z","name":"nFlow","value":1},{"emitDate":"2023-11-16T12:00:39.005Z","name":"tIvr","value":2988},{"emitDate":"2023-11-16T12:00:39.008Z","name":"tFlow","value":1740},{"emitDate":"2023-11-16T12:00:39.008Z","name":"tFlowDisconnect","value":1740}],"segments":[{"conference":false,"segmentEnd":"2023-11-16T12:00:36.017Z","segmentStart":"2023-11-16T12:00:36.001Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","segmentEnd":"2023-11-16T12:00:39.005Z","segmentStart":"2023-11-16T12:00:36.017Z","segmentType":"ivr"}]}]}]},{"conversationEnd":"2023-11-16T12:00:54.157Z","conversationId":"cf2567a8-1cab-4753-8549-97f307897271","conversationStart":"2023-11-16T12:00:44.836Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":3.992086352342444,"mediaStatsMinConversationRFactor":79.16592407226563,"originatingDirection":"inbound","participants":[{"externalContactId":"b68c8627-ba46-4706-a1de-88fa20accdbc","participantId":"2e5dfd01-2ec3-45dc-ae94-9efefd1047b1","participantName":"Mobile Number, Israel","purpose":"external","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","sessionDnis":"tel:[phone]","sessionId":"464cdf8a-0809-44a3-b579-3eb5a6b55a24","mediaEndpointStats":[{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-16T12:00:54.184Z","maxLatencyMs":31,"minMos":3.992086352342444,"minRFactor":79.16592407226563,"receivedPackets":453},{"codecs":["audio/opus"],"eventTime":"2023-11-16T12:00:54.373Z","maxLatencyMs":30,"minMos":4.882480851349545,"minRFactor":92.44673156738281,"receivedPackets":461}],"metrics":[{"emitDate":"2023-11-16T12:00:45.068Z","name":"nConnected","value":1},{"emitDate":"2023-11-16T12:00:54.154Z","name":"tConnected","value":9086}],"segments":[{"conference":false,"segmentEnd":"2023-11-16T12:00:45.068Z","segmentStart":"2023-11-16T12:00:44.836Z","segmentType":"system"},{"conference":false,"disconnectType":"endpoint","segmentEnd":"2023-11-16T12:00:54.154Z","segmentStart":"2023-11-16T12:00:45.068Z","segmentType":"interact"}]}],"attributes":{"Division":"ILHFA","Callflow":"Language|Call from tel:[phone] received|TEST MODE OFF|User Prompt ZIM_R10_ILHFA_V_WELCOME Found","DNIS":"[phone]","Log_Startup_1":"Call from tel:[phone] received"}},{"participantId":"30c5e786-d9aa-4e64-941f-005a081a19aa","participantName":"ILHFA Inbound Flow with D365","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"464cdf8a-0809-44a3-b579-3eb5a6b55a24","protocolCallId":"5705501f-3a6a-4a13-8a43-ade2c8949e8a","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"7f3e2b99-7c77-4102-88cc-5a86d3f986d4","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-16T12:00:54.183Z","maxLatencyMs":50,"minMos":4.874408558846021,"minRFactor":92.09896850585938,"receivedPackets":462}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"DISCONNECT","flowId":"3a95d974-ac4f-4db4-bdb5-451e74f6781c","flowName":"ILHFA Inbound Flow with D365","flowType":"INBOUNDCALL","flowVersion":"5.0","startingLanguage":"en-us"},"metrics":[{"emitDate":"2023-11-16T12:00:46.081Z","name":"nFlow","value":1},{"emitDate":"2023-11-16T12:00:54.157Z","name":"tIvr","value":9235},{"emitDate":"2023-11-16T12:00:54.158Z","name":"tFlow","value":8077},{"emitDate":"2023-11-16T12:00:54.158Z","name":"tFlowDisconnect","value":8077}],"segments":[{"conference":false,"segmentEnd":"2023-11-16T12:00:44.922Z","segmentStart":"2023-11-16T12:00:44.848Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","segmentEnd":"2023-11-16T12:00:54.157Z","segmentStart":"2023-11-16T12:00:44.922Z","segmentType":"ivr"}]}]}]},{"conversationEnd":"2023-11-20T13:54:04.049Z","conversationId":"652cf296-ec66-46b7-9cce-a0a37882e512","conversationStart":"2023-11-20T13:53:44.064Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.236759931359963,"mediaStatsMinConversationRFactor":86.25313568115235,"originatingDirection":"inbound","participants":[{"externalContactId":"0f5f003a-7539-43e3-a71e-05d224007bc8","participantId":"77450fa0-89a9-40d4-89d8-a1fdcf8d1202","participantName":"Mobile Number, Israel","purpose":"external","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","sessionDnis":"tel:[phone]","sessionId":"c1283be3-d16b-4f3b-a434-bca155c6e287","mediaEndpointStats":[{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-20T13:54:04.083Z","maxLatencyMs":31,"minMos":4.236759931359963,"minRFactor":86.25313568115235,"receivedPackets":980},{"codecs":["audio/opus"],"eventTime":"2023-11-20T13:54:04.112Z","maxLatencyMs":30,"minMos":4.882342497712195,"minRFactor":92.44068908691406,"receivedPackets":991}],"metrics":[{"emitDate":"2023-11-20T13:53:44.422Z","name":"nConnected","value":1},{"emitDate":"2023-11-20T13:54:04.045Z","name":"tConnected","value":19623}],"segments":[{"conference":false,"segmentEnd":"2023-11-20T13:53:44.422Z","segmentStart":"2023-11-20T13:53:44.064Z","segmentType":"system"},{"conference":false,"disconnectType":"endpoint","segmentEnd":"2023-11-20T13:54:04.045Z","segmentStart":"2023-11-20T13:53:44.422Z","segmentType":"interact"}]}],"attributes":{"Log_CheckCC":"NORMAL","Callflow":"Language|Call from tel:[phone] received|TEST MODE OFF|User Prompt ZIM_R10_ILHFA_V_WELCOME Found|0:No selection, setting to Hebrew|FlashMsg1|ILHFA_MSG_1_HE|NOT Active|Check CC Status:EMR|Data Table:ILHFA_EMR: NORMAL|CC is in NORMAL status|Schedule:ILHFA|OPEN:ILHFA-REG|REG|Main Menu","DNIS":"[phone]","Language":"Hebrew","Log_Language":"en-us","Log_Language_0":"No selection, setting to Hebrew","Division":"ILHFA","Log_FlashMSG1":"ILHFA_MSG_1_HE","Log_Startup_1":"Call from tel:[phone] received","LanguageShortCode":"HE"}},{"participantId":"82f6bcc1-f71d-4eea-b85a-24c68c4494ab","participantName":"ILHFA Inbound Flow with D365","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"c1283be3-d16b-4f3b-a434-bca155c6e287","protocolCallId":"d927b4be-0dc5-4ca8-a2aa-fb9eb01d7cb3","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"42651b03-ff58-403d-ab07-02fd6d2948e1","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-20T13:54:04.079Z","maxLatencyMs":40,"minMos":4.882738477822929,"minRFactor":92.4579849243164,"receivedPackets":991}],"flow":{"endingLanguage":"he-il","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"DISCONNECT","flowId":"3a95d974-ac4f-4db4-bdb5-451e74f6781c","flowName":"ILHFA Inbound Flow with D365","flowType":"INBOUNDCALL","flowVersion":"5.0","startingLanguage":"en-us"},"metrics":[{"emitDate":"2023-11-20T13:53:44.557Z","name":"nFlow","value":1},{"emitDate":"2023-11-20T13:54:04.049Z","name":"tIvr","value":19834},{"emitDate":"2023-11-20T13:54:04.050Z","name":"tFlow","value":19493},{"emitDate":"2023-11-20T13:54:04.050Z","name":"tFlowDisconnect","value":19493}],"segments":[{"conference":false,"segmentEnd":"2023-11-20T13:53:44.215Z","segmentStart":"2023-11-20T13:53:44.136Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","segmentEnd":"2023-11-20T13:54:04.049Z","segmentStart":"2023-11-20T13:53:44.215Z","segmentType":"ivr"}]}]}]},{"conversationEnd":"2023-11-22T14:49:32.207Z","conversationId":"b9f6d8b2-6f4e-4e28-ab77-d5fb32a04d4e","conversationStart":"2023-11-22T14:48:52.529Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.12635542179824,"mediaStatsMinConversationRFactor":82.83072662353516,"originatingDirection":"inbound","participants":[{"externalContactId":"50fd1167-840c-4db9-93da-47ef490bc8c0","participantId":"4dd022f7-5c20-4317-b3f9-aad59e789819","purpose":"external","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"sessionDnis":"tel:[phone]","sessionId":"9e3d9d6e-4c85-4268-a3a7-4aadb0343369","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-22T14:49:29.866Z","maxLatencyMs":30,"minMos":4.882835363579531,"minRFactor":92.46222686767578,"receivedPackets":1858},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-22T14:49:32.246Z","maxLatencyMs":39,"minMos":4.12635542179824,"minRFactor":82.83072662353516,"receivedPackets":1927},{"codecs":["audio/opus"],"eventTime":"2023-11-22T14:49:32.248Z","maxLatencyMs":49,"minMos":4.882261749260616,"minRFactor":92.43716430664063,"receivedPackets":118}],"metrics":[{"emitDate":"2023-11-22T14:48:52.819Z","name":"nConnected","value":1},{"emitDate":"2023-11-22T14:49:32.206Z","name":"tConnected","value":39387}],"segments":[{"conference":false,"segmentEnd":"2023-11-22T14:48:52.819Z","segmentStart":"2023-11-22T14:48:52.529Z","segmentType":"system"},{"conference":false,"disconnectType":"endpoint","segmentEnd":"2023-11-22T14:49:32.206Z","segmentStart":"2023-11-22T14:48:52.819Z","segmentType":"interact"}]}],"attributes":{"Log_CheckCC":"NORMAL","Callflow":"Language|Call from tel:[phone] received|User Prompt ZIM_R10_ILHFA_V_WELCOME Found|0:Set to ENGLISH|FlashMsg1|ILHFA_MSG_1_EN|NOT Active|Check CC Status:EMR|Data Table:ILHFA_EMR: NORMAL|CC is in NORMAL status|Schedule:ILHFA|OPEN:ILHFA-REG|REG|Main Menu|Sales|Sales North Transferring . . .|External Transfer to Number [phone]","DNIS":"[phone]","Language":"English","Log_Language":"en-us","Log_Language_0":"Set to ENGLISH","Division":"ILHFA","Log_FlashMSG1":"ILHFA_MSG_1_EN","Log_Startup_1":"Call from tel:[phone] received","LanguageShortCode":"EN"}},{"participantId":"dc012f33-24b0-42fa-b529-5969d9766903","participantName":"ILHFA Inbound Flow","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"9e3d9d6e-4c85-4268-a3a7-4aadb0343369","protocolCallId":"675c4253-0770-4a3c-b5a2-9893ff8f5796","provider":"Edge","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"38851eb4-8c9c-4edd-864c-a89bacbc38a5","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-22T14:49:29.865Z","maxLatencyMs":49,"minMos":4.696524675213235,"minRFactor":85.92573547363281,"receivedPackets":1857}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"413e7d24-0bb1-4ae6-b955-fe6d79262f3c","flowName":"ILHFA Inbound Flow","flowType":"INBOUNDCALL","flowVersion":"2.0","startingLanguage":"en-us","transferTargetAddress":"[phone]","transferType":"NUMBER"},"metrics":[{"emitDate":"2023-11-22T14:48:53.535Z","name":"nFlow","value":1},{"emitDate":"2023-11-22T14:49:29.837Z","name":"tIvr","value":37170},{"emitDate":"2023-11-22T14:49:29.839Z","name":"tFlow","value":36304},{"emitDate":"2023-11-22T14:49:29.839Z","name":"tFlowExit","value":36304}],"segments":[{"conference":false,"segmentEnd":"2023-11-22T14:48:52.667Z","segmentStart":"2023-11-22T14:48:52.596Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-22T14:49:29.837Z","segmentStart":"2023-11-22T14:48:52.667Z","segmentType":"ivr","sipResponseCodes":[410]}]}]},{"externalContactId":"8231c630-b846-4f6d-9e17-e1f03994ab99","participantId":"53aba9cc-0da9-41e3-9fc1-7a400a8e4cb4","participantName":"Non-Geographic Fixed Telephony, Israel","purpose":"external","sessions":[{"ani":"tel:[phone]","direction":"outbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"065480f4-c118-4104-8e7f-278327c0d0b2","provider":"Edge","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"43d6e92f-c0f1-4355-ae59-73074b1c01f9","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-22T14:49:32.235Z","maxLatencyMs":30,"minMos":4.882677299443827,"minRFactor":92.45531463623047,"receivedPackets":119},{"codecs":["audio/PCMA"],"eventTime":"2023-11-22T14:49:32.302Z","maxLatencyMs":31,"minMos":4.394267941139065,"minRFactor":92.44844055175781,"receivedPackets":100}],"metrics":[{"emitDate":"2023-11-22T14:49:29.831Z","name":"nConnected","value":1},{"emitDate":"2023-11-22T14:49:32.207Z","name":"tConnected","value":2376}],"segments":[{"conference":false,"segmentEnd":"2023-11-22T14:49:29.831Z","segmentStart":"2023-11-22T14:49:25.708Z","segmentType":"dialing"},{"conference":false,"disconnectType":"peer","segmentEnd":"2023-11-22T14:49:32.207Z","segmentStart":"2023-11-22T14:49:29.831Z","segmentType":"interact"}]}]}]},{"conversationEnd":"2023-11-23T12:02:09.443Z","conversationId":"25c926a7-e110-40cf-a86e-257c235265dd","conversationStart":"2023-11-23T12:01:29.277Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.270989389502719,"mediaStatsMinConversationRFactor":87.4272232055664,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"77c72a40-c55c-4979-b54a-7a2bfad20f69","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"sessionDnis":"tel:[phone]","sessionId":"057ce67c-72d1-4712-876a-b10b37d682ff","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:01:57.668Z","maxLatencyMs":30,"minMos":4.882817406932235,"minRFactor":92.46144104003906,"receivedPackets":1410},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:02:09.467Z","maxLatencyMs":36,"minMos":4.270989389502719,"minRFactor":87.4272232055664,"receivedPackets":1984},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:02:09.572Z","maxLatencyMs":30,"minMos":4.882574906874425,"minRFactor":92.45083618164063,"receivedPackets":586}],"metrics":[{"emitDate":"2023-11-23T12:01:29.554Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:02:09.438Z","name":"tConnected","value":39884}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:01:29.554Z","segmentStart":"2023-11-23T12:01:29.277Z","segmentType":"system"},{"conference":false,"disconnectType":"endpoint","queueId":"71b4d305-a53d-49c5-b7e8-af90f04f2e70","requestedLanguageId":"dada563a-b88a-4602-9073-9460d4ed4928","requestedRoutingSkillIds":["cada96dd-07d8-4e3b-9fcd-ba8e8adda0b4"],"segmentEnd":"2023-11-23T12:02:09.438Z","segmentStart":"2023-11-23T12:01:29.554Z","segmentType":"interact"}]}],"attributes":{"Log_CheckCC":"NORMAL","Log_EWT1":"-1","Log_LastAgent":"2b72bc94-3fa7-4309-9c63-87a6b411c921","Log_PIQ":"1","Log_Language_0":"Set to ENGLISH","Log_QueueId":"71b4d305-a53d-49c5-b7e8-af90f04f2e70","Queuing":"In-Queue|Agent Counts Success Logged In Agents:0|No Agents Logged In|EWT:-1|Call Est Wait Time :|EWT < 3|Msg Played|ZIM_R10_ILHFA_V_CALLBACK_OFFER Found","Log_Last Agent Name":"[email protected]","Log_QueueName":"ILHFA_CS","ServiceQ":"CS","Callflow":"Language|Call from tel:[phone] received|TEST MODE OFF|User Prompt ZIM_R10_ILHFA_V_WELCOME Found|0:Set to ENGLISH|FlashMsg1|ILHFA_MSG_1_EN|NOT Active|Check CC Status:EMR|Data Table:ILHFA_EMR: NORMAL|CC is in NORMAL status|Schedule:ILHFA|OPEN:ILHFA-REG|REG|Main Menu|ILHFA_CS|CRM Lookup:CS|FlashMsg2|ILHFA_MSG_2_EN_CS|NOT Active|Check CC Status:CS|Data Table:ILHFA_EMR: NORMAL|CC is in NORMAL status|Schedule:ILHFA|OPEN:ILHFA-REG|REG|Main Menu|MAIN|TOKEN received|Get Customer Info|PROBLEM getting Customer Data|PROBLEM getting preferred agent|Find Last Agent|Found|Last Agent: 2b72bc94-3fa7-4309-9c63-87a6b411c921|[email protected]|Last Agent FOUND|Transfer to Queue CS|Last Agent Only. No Preferred Agents|Non VIP No Priority|Priority:0","DNIS":"[phone]","Language":"English","Log_Language":"en-us","Log_LoggedInAgent":"0","Log_FlashMSG2":"ILHFA_MSG_2_EN_CS","Log_Status":"Error","Division":"ILHFA","Log_FlashMSG1":"ILHFA_MSG_1_EN","Log_Startup_1":"Call from tel:[phone] received","VIP":"false","LanguageShortCode":"EN","USER_ANI":"[phone]"}},{"participantId":"a3210cc2-5c5f-46fa-8dfb-280838687bf0","participantName":"ILHFA Inbound Flow with D365","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"057ce67c-72d1-4712-876a-b10b37d682ff","protocolCallId":"28df9248-d51a-4504-b7a8-1b99fcc9863c","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"e8411af4-d53c-41e9-b3c3-2f03221b5b9c","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:01:57.709Z","maxLatencyMs":39,"minMos":4.827459096315236,"minRFactor":90.23493194580078,"receivedPackets":1410}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"3a95d974-ac4f-4db4-bdb5-451e74f6781c","flowName":"ILHFA Inbound Flow with D365","flowType":"INBOUNDCALL","flowVersion":"5.0","startingLanguage":"en-us","transferTargetAddress":"71b4d305-a53d-49c5-b7e8-af90f04f2e70","transferTargetName":"ILHFA_CS","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:01:29.774Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:01:57.656Z","name":"tFlow","value":27882},{"emitDate":"2023-11-23T12:01:57.656Z","name":"tFlowExit","value":27882},{"emitDate":"2023-11-23T12:01:57.656Z","name":"tIvr","value":28228}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:01:29.428Z","segmentStart":"2023-11-23T12:01:29.359Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:01:57.656Z","segmentStart":"2023-11-23T12:01:29.428Z","segmentType":"ivr"}]}]},{"participantId":"c4b7a783-51e1-49f9-a868-7b072912d4c6","participantName":"ILHFA_CS","purpose":"acd","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"057ce67c-72d1-4712-876a-b10b37d682ff","protocolCallId":"e1f5a9bd-1b9c-425c-a683-e2a7f9acb031","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"ILHFA_CS","requestedRoutings":["Standard"],"sessionDnis":"tel:[phone]","sessionId":"a2498997-6133-4ac0-8030-c2ddd4113540","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:02:09.489Z","maxLatencyMs":30,"minMos":4.882748299587395,"minRFactor":92.45841979980469,"receivedPackets":586}],"flow":{"flowId":"2edb0092-f6bb-4228-a924-6aed9f3834fb","flowName":"ILHFA In-Queue Flow","flowType":"INQUEUECALL","flowVersion":"12.0","startingLanguage":"en-us"},"metrics":[{"emitDate":"2023-11-23T12:01:57.715Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:02:09.443Z","name":"tAbandon","value":11728},{"emitDate":"2023-11-23T12:02:09.443Z","name":"tAcd","value":11728}],"segments":[{"conference":false,"queueId":"71b4d305-a53d-49c5-b7e8-af90f04f2e70","requestedLanguageId":"dada563a-b88a-4602-9073-9460d4ed4928","requestedRoutingSkillIds":["cada96dd-07d8-4e3b-9fcd-ba8e8adda0b4"],"segmentEnd":"2023-11-23T12:01:57.715Z","segmentStart":"2023-11-23T12:01:57.640Z","segmentType":"delay","scoredAgents":[{"agentScore":70,"scoredAgentId":"2b72bc94-3fa7-4309-9c63-87a6b411c921"}]},{"conference":false,"disconnectType":"peer","queueId":"71b4d305-a53d-49c5-b7e8-af90f04f2e70","requestedLanguageId":"dada563a-b88a-4602-9073-9460d4ed4928","requestedRoutingSkillIds":["cada96dd-07d8-4e3b-9fcd-ba8e8adda0b4"],"segmentEnd":"2023-11-23T12:02:09.443Z","segmentStart":"2023-11-23T12:01:57.715Z","segmentType":"interact","scoredAgents":[{"agentScore":70,"scoredAgentId":"2b72bc94-3fa7-4309-9c63-87a6b411c921"}]}]}],"attributes":{"ivr.AgentScorePairs":"[{id=2b72bc94-3fa7-4309-9c63-87a6b411c921, score=70}]","ivr.Skills":"cada96dd-07d8-4e3b-9fcd-ba8e8adda0b4","ivr.LanguageSkill":"dada563a-b88a-4602-9073-9460d4ed4928"}}]},{"conversationEnd":"2023-11-23T12:03:08.325Z","conversationId":"eabf1a5c-5c57-4b62-accc-df341da022eb","conversationStart":"2023-11-23T12:02:14.194Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.340799041462563,"mediaStatsMinConversationRFactor":90.07360076904297,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"3fb5e2e6-5177-4e1a-9548-b1f659b0133b","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"14e3ee45-9d21-49e2-97dc-a9cb38c3852c","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:02:21.459Z","maxLatencyMs":30,"minMos":4.882652546782928,"minRFactor":92.45423126220703,"receivedPackets":353},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:02:40.990Z","maxLatencyMs":30,"minMos":4.882855494806859,"minRFactor":92.46310424804688,"receivedPackets":971},{"codecs":["audio/opus"],"discardedPackets":3,"eventTime":"2023-11-23T12:03:06.081Z","maxLatencyMs":30,"minMos":4.870913428948105,"minRFactor":91.95125579833985,"receivedPackets":1256},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:03:06.083Z","maxLatencyMs":32,"minMos":4.340799041462563,"minRFactor":90.07360076904297,"receivedPackets":2578}],"metrics":[{"emitDate":"2023-11-23T12:02:14.483Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:03:06.047Z","name":"tConnected","value":51564}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:02:14.483Z","segmentStart":"2023-11-23T12:02:14.194Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:03:06.047Z","segmentStart":"2023-11-23T12:02:14.483Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 2b72bc94-3fa7-4309-9c63-87a6b411c921","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 2b72bc94-3fa7-4309-9c63-87a6b411c921|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.DlIqnlADZmhFcqyA8ut","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.DlIqnlADZmhFcqyA8utcw9Vh-lLjbFu1s4OTrfuKzob4w0sV3YNlYIRAIz8jUIvbDxNDWKnIHOsxLkeF8XRXJM70FfLagfj5T3mB3SSKfA17RuFFuLXWnjU81zQKRo1PoGUxM48RGZ-Ba6EiwZnHzjziYZX-W0x7y2zfYqdcKWH-2evcGare","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"1773dfcf-dcf0-449a-9fe0-c9649eaa87fe","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"14e3ee45-9d21-49e2-97dc-a9cb38c3852c","protocolCallId":"4fbe7cdc-147f-4a98-b502-41f33a167a2a","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"5097a93f-a361-42d9-b527-32ce3d62a7d3","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:02:21.459Z","maxLatencyMs":39,"minMos":4.883306538769344,"minRFactor":92.48284149169922,"receivedPackets":352}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:02:14.543Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:02:21.425Z","name":"tIvr","value":7077},{"emitDate":"2023-11-23T12:02:21.429Z","name":"tFlow","value":6886},{"emitDate":"2023-11-23T12:02:21.429Z","name":"tFlowExit","value":6886}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:02:14.348Z","segmentStart":"2023-11-23T12:02:14.266Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:02:21.425Z","segmentStart":"2023-11-23T12:02:14.348Z","segmentType":"ivr"}]}]},{"participantId":"fb2f3eda-0236-4b42-95d1-8a38b7d6192e","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"14e3ee45-9d21-49e2-97dc-a9cb38c3852c","protocolCallId":"9936ef6e-98de-47e2-b625-ae6e66590d35","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"46eb21b9-80bb-4901-873d-0af2c9b1e5e8","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:02:40.950Z","maxLatencyMs":30,"minMos":4.885130221745988,"minRFactor":92.56298065185547,"receivedPackets":972}],"metrics":[{"emitDate":"2023-11-23T12:02:21.484Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:02:40.923Z","name":"tAcd","value":19439}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:02:21.484Z","segmentStart":"2023-11-23T12:02:21.435Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:02:40.923Z","segmentStart":"2023-11-23T12:02:21.484Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"2ec02bdb-b550-4dbc-b39a-bd56a5781ed7","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"14e3ee45-9d21-49e2-97dc-a9cb38c3852c","protocolCallId":"814a2912-c2f6-4f46-8896-17e9e66836b9","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com;tgrp=e494f342-b812-42d7-a39b-aad4538649a7;trunk-context=qazim@localhost","sessionId":"4b347350-aa52-4e52-aa46-c2b525c47df2","metrics":[{"emitDate":"2023-11-23T12:02:22.069Z","name":"nError","value":1},{"emitDate":"2023-11-23T12:02:22.069Z","name":"tAlert","value":258},{"emitDate":"2023-11-23T12:02:22.069Z","name":"tNotResponding","value":258}],"segments":[{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.connection.station.webrtc.mediaHelperRequired","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:02:22.069Z","segmentStart":"2023-11-23T12:02:21.811Z","segmentType":"alert","sipResponseCodes":[606]}]}]},{"participantId":"a745eadb-08aa-40bf-ac98-dffedbe4349f","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"14e3ee45-9d21-49e2-97dc-a9cb38c3852c","protocolCallId":"adcc03d4-bf3b-4a01-b8e2-788db6b308a6","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com;tgrp=e494f342-b812-42d7-a39b-aad4538649a7;trunk-context=qazim@localhost","sessionId":"6ba57d7a-7a15-4547-8ed3-baaa69cb7b48","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:03:06.081Z","maxLatencyMs":30,"minMos":4.882027891019277,"minRFactor":92.42696380615235,"receivedPackets":1250},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:03:06.116Z","maxLatencyMs":40,"minMos":4.880206477267381,"minRFactor":92.34778594970703,"receivedPackets":1265}],"metrics":[{"emitDate":"2023-11-23T12:02:40.913Z","name":"tAlert","value":4742},{"emitDate":"2023-11-23T12:02:40.913Z","name":"tAnswered","value":19439},{"emitDate":"2023-11-23T12:03:06.047Z","name":"tTalk","value":25134},{"emitDate":"2023-11-23T12:03:06.047Z","name":"tTalkComplete","value":25134},{"emitDate":"2023-11-23T12:03:08.325Z","name":"tAcw","value":2278},{"emitDate":"2023-11-23T12:03:08.325Z","name":"tHandle","value":27412}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:02:40.913Z","segmentStart":"2023-11-23T12:02:36.171Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:03:06.047Z","segmentStart":"2023-11-23T12:02:40.913Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:03:08.325Z","segmentStart":"2023-11-23T12:03:06.047Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:04:13.088Z","conversationId":"a18cce46-e028-4b8a-9804-be2133e26d43","conversationStart":"2023-11-23T12:03:38.016Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.308310874687497,"mediaStatsMinConversationRFactor":88.79268646240235,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"69057394-ba64-4173-8386-182061d522da","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"b8c16799-6b05-4311-8873-9ce0c030c045","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:03:44.177Z","maxLatencyMs":30,"minMos":4.882664154962526,"minRFactor":92.45474243164063,"receivedPackets":304},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:03:46.386Z","maxLatencyMs":30,"minMos":4.883142502707907,"minRFactor":92.47566223144531,"receivedPackets":107},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:11.169Z","maxLatencyMs":30,"minMos":4.883689202346279,"minRFactor":92.49961853027344,"receivedPackets":1240},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:04:11.193Z","maxLatencyMs":32,"minMos":4.308310874687497,"minRFactor":88.79268646240235,"receivedPackets":1648}],"metrics":[{"emitDate":"2023-11-23T12:03:38.153Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:04:11.134Z","name":"tConnected","value":32981}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:03:38.153Z","segmentStart":"2023-11-23T12:03:38.016Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:11.134Z","segmentStart":"2023-11-23T12:03:38.153Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.eyJhdWQiOiI0YTZiNGZkNy1lYmNkLTRmMDUtYmVlNy0wZmE3YjY4ZDY3ZTgiLCJpc3MiOiJodHRwczovL2xvZ2luLm1pY3Jvc29mdG9ubGluZS5jb20vYzNkZWJjY2YtMGY2NC00ZmM5LTg2ODYtZWRlZWRiZTlmNTEzL3YyLjAiLCJpYXQiOjE3MDA3NDA3MjIsIm5iZiI6MTcwMDc0MDcyMiwiZXhwIjoxNzAwNzQ0NjIyLCJhaW8iOiJFMlZnWUdndDVqQk91MlZrelp0MmVvOWlYV3FqcHJSSnl3L0QvVCtxYWxzZjJ2eDlkaFlBIiwiYXpwIjoiOWJhYTRmMTQtN2Y2MS00NmE4LWE0ODgtZWIwZDg0ZjU2N2M5IiwiYXpwYWNyIjoiMSIsIm9pZCI6ImNjOWJlYjdkLWZlODEtNDAxZi05OTc2LTFjNjkzOTVlZTgyZiIsInJoIjoiMC5BWE1Bejd6ZXcyUVB5VS1HaHUzdTItbjFFOWRQYTByTjZ3VlB2dWNQcDdhTlotaHpBQUEuIiwicm9sZXMiOlsiYXBpIl0sInN1YiI6ImNjOWJlYjdkLWZlODEtNDAxZi05OTc2LTFjNjkzOTVlZTgyZiIsInRpZCI6ImMzZGViY2NmLTBmNjQtNGZjOS04Njg2LWVkZWVkYmU5ZjUxMyIsInV0aSI6Ilh5RWFoeTJOV0VPakpvMzQ1X3h2QVEiLCJ2ZXIiOiIyLjAifQ.iG7GkOvx891asBr0OUs1P1jPxz","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.iG7GkOvx891asBr0OUs1P1jPxz1cH-zFn3BiXkCyI0h157a3Av7gXzjZdqFtR8BrRMiE-j9cAJKp5IwM59yddVzsbVUGcu1DVRIY7jkbByYIL5JKvt87y-sJQg6X97bgVmm12UpjnsMBWPZgS1OZYr5W32ajam_lkesOGyBAJl3n71OgJefK","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"c412b13c-9c55-4042-8e0e-e02f87fecb1a","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"b8c16799-6b05-4311-8873-9ce0c030c045","protocolCallId":"860fc967-6490-4ea1-a143-f4ee84b7a5b8","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"8a6f58dc-2ada-4e30-9582-07e3c72d50fd","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:03:44.177Z","maxLatencyMs":30,"minMos":4.887456616868661,"minRFactor":92.66596984863281,"receivedPackets":304}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:03:38.237Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:03:44.131Z","name":"tIvr","value":6098},{"emitDate":"2023-11-23T12:03:44.133Z","name":"tFlow","value":5896},{"emitDate":"2023-11-23T12:03:44.133Z","name":"tFlowExit","value":5896}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:03:38.033Z","segmentStart":"2023-11-23T12:03:38.024Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:03:44.131Z","segmentStart":"2023-11-23T12:03:38.033Z","segmentType":"ivr"}]}]},{"participantId":"4ac9c635-b572-43cb-b832-16cddc575824","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"b8c16799-6b05-4311-8873-9ce0c030c045","protocolCallId":"04434de5-72ba-4793-81d4-772b9fff176e","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"8e0c0f03-d79b-407d-8491-c56bf4003aa8","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:03:46.350Z","maxLatencyMs":30,"minMos":4.882547011539073,"minRFactor":92.44962310791016,"receivedPackets":107}],"metrics":[{"emitDate":"2023-11-23T12:03:44.149Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:03:46.322Z","name":"tAcd","value":2173}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:03:44.149Z","segmentStart":"2023-11-23T12:03:44.136Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:03:46.322Z","segmentStart":"2023-11-23T12:03:44.149Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"87c848a3-f9c4-4f66-8ac9-bebf01a6de24","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"b8c16799-6b05-4311-8873-9ce0c030c045","protocolCallId":"adcc03d4-bf3b-4a01-b8e2-788db6b308a6","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"3d1040ec-e5f4-40ae-8b64-c2f89e8b908f","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:11.168Z","maxLatencyMs":46,"minMos":4.872753369367811,"minRFactor":92.02880859375,"receivedPackets":1241},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:11.174Z","maxLatencyMs":30,"minMos":4.882528223116881,"minRFactor":92.44879913330078,"receivedPackets":1240}],"metrics":[{"emitDate":"2023-11-23T12:03:46.317Z","name":"tAlert","value":1931},{"emitDate":"2023-11-23T12:03:46.317Z","name":"tAnswered","value":2173},{"emitDate":"2023-11-23T12:04:11.119Z","name":"tTalk","value":24802},{"emitDate":"2023-11-23T12:04:11.119Z","name":"tTalkComplete","value":24802},{"emitDate":"2023-11-23T12:04:13.088Z","name":"tAcw","value":1969},{"emitDate":"2023-11-23T12:04:13.088Z","name":"tHandle","value":26771}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:03:46.317Z","segmentStart":"2023-11-23T12:03:44.386Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:11.119Z","segmentStart":"2023-11-23T12:03:46.317Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:13.088Z","segmentStart":"2023-11-23T12:04:11.119Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:04:47.458Z","conversationId":"82888260-6727-4431-93e4-0b9d8c925539","conversationStart":"2023-11-23T12:04:26.542Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.18638324764423,"mediaStatsMinConversationRFactor":84.63213348388672,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"3becc6e9-1d96-4fc1-81ea-aad9b7054fbd","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"25722960-2ddf-41c6-8e4b-0cf87bf9a017","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:32.780Z","maxLatencyMs":30,"minMos":4.882957911095966,"minRFactor":92.46758270263672,"receivedPackets":301},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:35.118Z","maxLatencyMs":30,"minMos":4.882559922452075,"minRFactor":92.45018768310547,"receivedPackets":113},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:42.820Z","maxLatencyMs":32,"minMos":4.881119707915685,"minRFactor":92.38742065429688,"receivedPackets":384},{"codecs":["audio/PCMA"],"discardedPackets":26,"eventTime":"2023-11-23T12:04:42.849Z","maxLatencyMs":29,"minMos":4.18638324764423,"minRFactor":84.63213348388672,"receivedPackets":797}],"metrics":[{"emitDate":"2023-11-23T12:04:26.807Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:04:42.754Z","name":"tConnected","value":15947}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:04:26.807Z","segmentStart":"2023-11-23T12:04:26.542Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:42.754Z","segmentStart":"2023-11-23T12:04:26.807Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.Y5unVM_R_oadOjufEaMD1","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.Y5unVM_R_oadOjufEaMD1QytIMuF1Se64m_QxOQePjOT3sqIRZziR0K8s93PhtNUMr7OoJS2PTaFiSh725Y04UWfqSgxfKrhXLgnbJ7sDx9-UbNKxdElyWiFByQ2l6At7BvIw3Fyr0xJ3X-5SD6SPelfkYKgR-JzkDeGlyOEgimN00N","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"c3a86602-216c-485b-8ed7-61f47275e170","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"25722960-2ddf-41c6-8e4b-0cf87bf9a017","protocolCallId":"14b5583c-540d-420a-9016-05a9126a49a3","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"3656732b-135b-4a4e-b79e-9a6af502ed57","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:32.756Z","maxLatencyMs":29,"minMos":4.882571518239196,"minRFactor":92.45069122314453,"receivedPackets":300}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:04:26.879Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:04:32.722Z","name":"tIvr","value":6037},{"emitDate":"2023-11-23T12:04:32.726Z","name":"tFlow","value":5847},{"emitDate":"2023-11-23T12:04:32.726Z","name":"tFlowExit","value":5847}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:04:26.685Z","segmentStart":"2023-11-23T12:04:26.621Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:04:32.722Z","segmentStart":"2023-11-23T12:04:26.685Z","segmentType":"ivr"}]}]},{"participantId":"6b8f39a2-207e-4c58-9d32-646b85b04bc9","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"25722960-2ddf-41c6-8e4b-0cf87bf9a017","protocolCallId":"65ee7951-f79e-4fff-a1e6-3576ae3ee61a","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"f488ae76-7d6d-49da-960b-60ea0cf94768","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:35.121Z","maxLatencyMs":30,"minMos":4.880496140737697,"minRFactor":92.36034393310547,"receivedPackets":114}],"metrics":[{"emitDate":"2023-11-23T12:04:32.776Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:04:35.092Z","name":"tAcd","value":2316}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:32.776Z","segmentStart":"2023-11-23T12:04:32.729Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:35.092Z","segmentStart":"2023-11-23T12:04:32.776Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"a593b191-875e-406a-b3e3-eaeccc6ae83b","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"25722960-2ddf-41c6-8e4b-0cf87bf9a017","protocolCallId":"adcc03d4-bf3b-4a01-b8e2-788db6b308a6","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"72afcac0-75bf-4b44-8962-3c7cddd7adc3","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"discardedPackets":2,"eventTime":"2023-11-23T12:04:42.766Z","maxLatencyMs":30,"minMos":4.850838132472182,"minRFactor":91.13275909423828,"receivedPackets":385},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:42.768Z","maxLatencyMs":39,"minMos":4.877208378528074,"minRFactor":92.21852111816406,"receivedPackets":384}],"metrics":[{"emitDate":"2023-11-23T12:04:35.046Z","name":"tAlert","value":2007},{"emitDate":"2023-11-23T12:04:35.046Z","name":"tAnswered","value":2316},{"emitDate":"2023-11-23T12:04:42.740Z","name":"tTalk","value":7694},{"emitDate":"2023-11-23T12:04:42.740Z","name":"tTalkComplete","value":7694},{"emitDate":"2023-11-23T12:04:47.458Z","name":"tAcw","value":4718},{"emitDate":"2023-11-23T12:04:47.458Z","name":"tHandle","value":12412}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:35.046Z","segmentStart":"2023-11-23T12:04:33.039Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:42.740Z","segmentStart":"2023-11-23T12:04:35.046Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:47.458Z","segmentStart":"2023-11-23T12:04:42.740Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:05:10.903Z","conversationId":"dbe23e8f-d09c-40d9-8e62-bbc510232b66","conversationStart":"2023-11-23T12:04:53.273Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.124299453574837,"mediaStatsMinConversationRFactor":82.77113342285156,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"0255debe-24bd-4fff-ba31-04a5180b6e4b","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"e4ca5951-cb47-476b-a07a-3feef4a67974","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:59.249Z","maxLatencyMs":30,"minMos":4.882698897861253,"minRFactor":92.45626068115235,"receivedPackets":282},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:01.325Z","maxLatencyMs":30,"minMos":4.883008374873815,"minRFactor":92.46979522705078,"receivedPackets":107},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:06.001Z","maxLatencyMs":30,"minMos":4.885860485372131,"minRFactor":92.59522247314453,"receivedPackets":234},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:05:06.038Z","maxLatencyMs":33,"minMos":4.124299453574837,"minRFactor":82.77113342285156,"receivedPackets":622}],"metrics":[{"emitDate":"2023-11-23T12:04:53.549Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:05:05.968Z","name":"tConnected","value":12419}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:04:53.549Z","segmentStart":"2023-11-23T12:04:53.273Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:05.968Z","segmentStart":"2023-11-23T12:04:53.549Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.SRAM6juVETF_hf8cjfK5Hqx-V_","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.SRAM6juVETF_hf8cjfK5Hqx-V_vmn8tninE2pOSlbVrXtBFsrMZVXfRUwWotShzILhwiuUc3P1gDTgSedcEpcCWKy3-2R1sWxX4qyTBhAXKYW16C2KkGzdHDiX1wU33WHwgeszIABTbxGAHJHGna902-8lsV-BtsnxD95Zw0vqfefCtyVv8B","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"87185285-6702-421b-bbb1-a867c4a8592c","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"e4ca5951-cb47-476b-a07a-3feef4a67974","protocolCallId":"2ef15f19-44ec-42bc-a28e-15a3f94bfc9f","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"3f15a3a2-5094-4543-b389-fc8f6f04e2e3","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:04:59.237Z","maxLatencyMs":30,"minMos":4.887291930900046,"minRFactor":92.65865325927735,"receivedPackets":281}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:04:53.616Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:04:59.128Z","name":"tFlow","value":5512},{"emitDate":"2023-11-23T12:04:59.128Z","name":"tFlowExit","value":5512},{"emitDate":"2023-11-23T12:04:59.128Z","name":"tIvr","value":5713}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:04:53.415Z","segmentStart":"2023-11-23T12:04:53.345Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:04:59.128Z","segmentStart":"2023-11-23T12:04:53.415Z","segmentType":"ivr"}]}]},{"participantId":"14a9311f-c035-451b-8ee8-0ea5e7cc7edb","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"e4ca5951-cb47-476b-a07a-3feef4a67974","protocolCallId":"673e927b-79be-462d-adb0-2ae8b01e43d7","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"551e8aa8-4c7d-440a-8cb2-4a076558c417","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:01.325Z","maxLatencyMs":30,"minMos":4.883024170972576,"minRFactor":92.4704818725586,"receivedPackets":107}],"metrics":[{"emitDate":"2023-11-23T12:04:59.136Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:05:01.275Z","name":"tAcd","value":2139}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:04:59.136Z","segmentStart":"2023-11-23T12:04:59.086Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:01.275Z","segmentStart":"2023-11-23T12:04:59.136Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"b645e318-e30c-4d23-b400-db5279a38af3","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"e4ca5951-cb47-476b-a07a-3feef4a67974","protocolCallId":"adcc03d4-bf3b-4a01-b8e2-788db6b308a6","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"a5468892-4549-4ba4-a15e-bc586249e2b4","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:06.001Z","maxLatencyMs":32,"minMos":4.881056556816604,"minRFactor":92.38467407226563,"receivedPackets":235},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:06.003Z","maxLatencyMs":30,"minMos":4.882653404093741,"minRFactor":92.45426940917969,"receivedPackets":234}],"metrics":[{"emitDate":"2023-11-23T12:05:01.272Z","name":"tAlert","value":1772},{"emitDate":"2023-11-23T12:05:01.272Z","name":"tAnswered","value":2139},{"emitDate":"2023-11-23T12:05:05.969Z","name":"tTalk","value":4697},{"emitDate":"2023-11-23T12:05:05.969Z","name":"tTalkComplete","value":4697},{"emitDate":"2023-11-23T12:05:10.903Z","name":"tAcw","value":4934},{"emitDate":"2023-11-23T12:05:10.903Z","name":"tHandle","value":9631}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:01.272Z","segmentStart":"2023-11-23T12:04:59.500Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:05.969Z","segmentStart":"2023-11-23T12:05:01.272Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:10.903Z","segmentStart":"2023-11-23T12:05:05.969Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:05:33.121Z","conversationId":"0070e3ef-949c-409c-88e4-ae6035ab103f","conversationStart":"2023-11-23T12:05:17.318Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.148180331231362,"mediaStatsMinConversationRFactor":83.47147369384766,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"6e4e4737-a5ff-4bc4-adf9-414aab64c1bc","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"40466e04-0fd4-4557-bc21-bd3a7a8ab0f7","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:24.167Z","maxLatencyMs":30,"minMos":4.885100169371467,"minRFactor":92.56166076660156,"receivedPackets":333},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:26.874Z","maxLatencyMs":30,"minMos":4.8825873073717,"minRFactor":92.45137786865235,"receivedPackets":129},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:31.062Z","maxLatencyMs":46,"minMos":4.870798623270779,"minRFactor":91.9464340209961,"receivedPackets":212},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:05:31.101Z","maxLatencyMs":32,"minMos":4.148180331231362,"minRFactor":83.47147369384766,"receivedPackets":672}],"metrics":[{"emitDate":"2023-11-23T12:05:17.600Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:05:31.034Z","name":"tConnected","value":13434}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:05:17.600Z","segmentStart":"2023-11-23T12:05:17.318Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:31.034Z","segmentStart":"2023-11-23T12:05:17.600Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.msXdpVuIWCi-sT_3qXLE7","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.msXdpVuIWCi-sT_3qXLE7RjAO3YjfK9ZbiVueylEM_nOF_SL0OSZ59eXg4CgZwtotxXrtG-XC_znwYnnCatERvdQJtQU4dTM4EpX3rK1CYmmgS1U-NW3LiFuWv8P3xQ_GKcm01Zlm0UhnaMfAhVlSxHttd2qPWy-RWpS06TjWVMbEg0","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"984f973b-6fa1-4569-86ed-91021ebc2c90","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"40466e04-0fd4-4557-bc21-bd3a7a8ab0f7","protocolCallId":"a449d36a-7714-4444-9048-97311b3fa477","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"66886ecf-2c33-4827-b3c9-72ce33795d52","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:24.167Z","maxLatencyMs":30,"minMos":4.885891702495939,"minRFactor":92.59659576416016,"receivedPackets":332}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:05:17.673Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:05:24.117Z","name":"tIvr","value":6679},{"emitDate":"2023-11-23T12:05:24.122Z","name":"tFlow","value":6449},{"emitDate":"2023-11-23T12:05:24.122Z","name":"tFlowExit","value":6449}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:05:17.438Z","segmentStart":"2023-11-23T12:05:17.366Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:05:24.117Z","segmentStart":"2023-11-23T12:05:17.438Z","segmentType":"ivr"}]}]},{"participantId":"410bf4f7-f252-4bb2-ad3b-20998d3a9d0c","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"40466e04-0fd4-4557-bc21-bd3a7a8ab0f7","protocolCallId":"2b8b6e5e-5dd9-46bf-a946-90af4331d67e","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"8885fb5c-5c50-4079-995d-5f9875d1be3f","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:26.823Z","maxLatencyMs":30,"minMos":4.88259403311707,"minRFactor":92.45167541503906,"receivedPackets":130}],"metrics":[{"emitDate":"2023-11-23T12:05:24.204Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:05:26.786Z","name":"tAcd","value":2582}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:24.204Z","segmentStart":"2023-11-23T12:05:24.125Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:26.786Z","segmentStart":"2023-11-23T12:05:24.204Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"09dd9292-4c23-4db8-87a4-f5b701ba298e","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"40466e04-0fd4-4557-bc21-bd3a7a8ab0f7","protocolCallId":"adcc03d4-bf3b-4a01-b8e2-788db6b308a6","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"6c5d4805-623a-4ff0-8ac3-e0c8cbb7096c","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:31.080Z","maxLatencyMs":58,"minMos":4.8606895659234,"minRFactor":91.52833557128906,"receivedPackets":215},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:05:31.110Z","maxLatencyMs":30,"minMos":4.882756279118537,"minRFactor":92.4587631225586,"receivedPackets":212}],"metrics":[{"emitDate":"2023-11-23T12:05:26.780Z","name":"tAlert","value":2288},{"emitDate":"2023-11-23T12:05:26.780Z","name":"tAnswered","value":2582},{"emitDate":"2023-11-23T12:05:31.036Z","name":"tTalk","value":4256},{"emitDate":"2023-11-23T12:05:31.036Z","name":"tTalkComplete","value":4256},{"emitDate":"2023-11-23T12:05:33.121Z","name":"tAcw","value":2085},{"emitDate":"2023-11-23T12:05:33.121Z","name":"tHandle","value":6341}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:26.780Z","segmentStart":"2023-11-23T12:05:24.492Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:31.036Z","segmentStart":"2023-11-23T12:05:26.780Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:05:33.121Z","segmentStart":"2023-11-23T12:05:31.036Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:06:35.337Z","conversationId":"513689bf-716a-4a2b-9172-9daf26fa85d1","conversationStart":"2023-11-23T12:05:46.323Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.314218259085412,"mediaStatsMinConversationRFactor":89.01850891113281,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"5a762eec-938c-4b1e-9027-7541b13ba4bf","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"ba3ab6ef-525c-4d4e-ab3d-3a1325e2e64d","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:01.350Z","maxLatencyMs":30,"minMos":4.882295424753952,"minRFactor":92.43863677978516,"receivedPackets":742},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:03.550Z","maxLatencyMs":30,"minMos":4.882796101882423,"minRFactor":92.46051025390625,"receivedPackets":104},{"codecs":["audio/opus"],"discardedPackets":2,"eventTime":"2023-11-23T12:06:21.812Z","maxLatencyMs":31,"minMos":4.855858013959882,"minRFactor":91.33293151855469,"receivedPackets":415},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:06:21.839Z","maxLatencyMs":31,"minMos":4.314218259085412,"minRFactor":89.01850891113281,"receivedPackets":1759}],"metrics":[{"emitDate":"2023-11-23T12:05:46.595Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:06:21.772Z","name":"tConnected","value":35177}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:05:46.595Z","segmentStart":"2023-11-23T12:05:46.323Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:21.772Z","segmentStart":"2023-11-23T12:05:46.595Z","segmentType":"interact","sipResponseCodes":[480]}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.BECPLS307js0baPnBGn_8xL1nV","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.BECPLS307js0baPnBGn_8xL1nVxejSbcy0F0zHzEqTPvhpogQYo4aKrqKBNVItfv9_xkVjpJdV9uQOQs0_hjAwAo7PomEorvLBl8HroyFb0KgESS3mmUuyTIpY1XeeRTOA2_RVqf_eWxI0PuB39Q2MSa2MqbxgiwEQ87mMCZHno0uuoyhZkt","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"7614eb46-f388-475e-844c-051a33a10c29","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","mediaType":"voice","peerId":"ba3ab6ef-525c-4d4e-ab3d-3a1325e2e64d","protocolCallId":"12486656-5111-4e8e-8f4e-668732cbc4c3","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"8b9b04e4-f322-431f-ad3e-37f3f598f754","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:01.356Z","maxLatencyMs":30,"minMos":4.883944313383618,"minRFactor":92.51081085205078,"receivedPackets":740}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:05:46.678Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:06:01.320Z","name":"tIvr","value":14844},{"emitDate":"2023-11-23T12:06:01.323Z","name":"tFlow","value":14645},{"emitDate":"2023-11-23T12:06:01.323Z","name":"tFlowExit","value":14645}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:05:46.476Z","segmentStart":"2023-11-23T12:05:46.395Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:06:01.320Z","segmentStart":"2023-11-23T12:05:46.476Z","segmentType":"ivr"}]}]},{"participantId":"32afee60-91fc-4aff-a192-3dd24163c141","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"ba3ab6ef-525c-4d4e-ab3d-3a1325e2e64d","protocolCallId":"143716d1-ba9c-4976-906c-ee0ec120f28e","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"0d168c06-5a71-4276-8275-163b6a1e7086","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:03.530Z","maxLatencyMs":30,"minMos":4.882675350023514,"minRFactor":92.45523071289063,"receivedPackets":105}],"metrics":[{"emitDate":"2023-11-23T12:06:01.374Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:06:03.479Z","name":"tAcd","value":2105}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:01.374Z","segmentStart":"2023-11-23T12:06:01.326Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:03.479Z","segmentStart":"2023-11-23T12:06:01.374Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"fae08436-a56b-49ee-92e3-8e75be5d8bd2","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"ba3ab6ef-525c-4d4e-ab3d-3a1325e2e64d","protocolCallId":"adcc03d4-bf3b-4a01-b8e2-788db6b308a6","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"322face3-463a-4ba2-93cc-d359a34367be","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:21.811Z","maxLatencyMs":38,"minMos":4.881190689363303,"minRFactor":92.39051055908203,"receivedPackets":416},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:21.821Z","maxLatencyMs":30,"minMos":4.88248126596632,"minRFactor":92.44674682617188,"receivedPackets":914}],"metrics":[{"emitDate":"2023-11-23T12:06:03.473Z","name":"tAlert","value":1806},{"emitDate":"2023-11-23T12:06:03.473Z","name":"tAnswered","value":2105},{"emitDate":"2023-11-23T12:06:21.772Z","name":"tTalk","value":18299},{"emitDate":"2023-11-23T12:06:21.772Z","name":"tTalkComplete","value":18299},{"emitDate":"2023-11-23T12:06:21.773Z","name":"nError","value":1},{"emitDate":"2023-11-23T12:06:35.337Z","name":"tAcw","value":13565},{"emitDate":"2023-11-23T12:06:35.337Z","name":"tHandle","value":31864}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:03.473Z","segmentStart":"2023-11-23T12:06:01.667Z","segmentType":"alert"},{"conference":false,"disconnectType":"endpoint","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:21.772Z","segmentStart":"2023-11-23T12:06:03.473Z","segmentType":"interact","sipResponseCodes":[480]},{"conference":false,"disconnectType":"endpoint","errorCode":"error.ininedgecontrol.session.inactive","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:35.337Z","segmentStart":"2023-11-23T12:06:21.772Z","segmentType":"wrapup","sipResponseCodes":[480]}]}]}]},{"conversationEnd":"2023-11-23T12:07:18.113Z","conversationId":"12a98e9d-b6fd-4395-9830-38725c4af1f8","conversationStart":"2023-11-23T12:06:47.980Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.282450707642539,"mediaStatsMinConversationRFactor":87.83612823486328,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"e1d1efc3-8cea-42b5-81b7-cb6d67c47476","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"22eedca6-db1a-41be-aebc-958b51411939","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:53.922Z","maxLatencyMs":30,"minMos":4.882480802103363,"minRFactor":92.44673156738281,"receivedPackets":291},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:07:01.259Z","maxLatencyMs":30,"minMos":4.882551132284291,"minRFactor":92.44979858398438,"receivedPackets":360},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:07:14.381Z","maxLatencyMs":32,"minMos":4.881123928429703,"minRFactor":92.38760375976563,"receivedPackets":656},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:07:14.571Z","maxLatencyMs":30,"minMos":4.282450707642539,"minRFactor":87.83612823486328,"receivedPackets":1305}],"metrics":[{"emitDate":"2023-11-23T12:06:48.213Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:07:14.350Z","name":"tConnected","value":26137}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:06:48.213Z","segmentStart":"2023-11-23T12:06:47.980Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:07:14.350Z","segmentStart":"2023-11-23T12:06:48.213Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.QRnGvX0MevfhLah9x-mLsLJkrI","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.QRnGvX0MevfhLah9x-mLsLJkrIvh--BCKj1VjAufuwCC1WnJYgcOEe7dpqVPU_mNSO60cW-Yiv8z13bGLHls9qtSdonlIik2XtJIMJuIx-YqWlOO5YmYayPFHmwZ-2lFRvUVM89ROQHqREotH2cHcgouPX7lBqgFgxMTFVHv_UDufixLqU75","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"38a29fbb-1c38-4aff-8468-84ec0fc05a39","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"22eedca6-db1a-41be-aebc-958b51411939","protocolCallId":"1128b601-b260-42f7-9664-0bd8f881af61","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"f3b8f621-7453-4f13-9acb-efbcebdc3732","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:06:53.921Z","maxLatencyMs":30,"minMos":4.886324040005966,"minRFactor":92.61572265625,"receivedPackets":291}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:06:48.251Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:06:53.887Z","name":"tIvr","value":5834},{"emitDate":"2023-11-23T12:06:53.895Z","name":"tFlow","value":5644},{"emitDate":"2023-11-23T12:06:53.895Z","name":"tFlowExit","value":5644}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:06:48.053Z","segmentStart":"2023-11-23T12:06:48.014Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:06:53.887Z","segmentStart":"2023-11-23T12:06:48.053Z","segmentType":"ivr"}]}]},{"participantId":"cecb72f4-f072-4077-b4c7-f963526202aa","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","flowInType":"ivr","mediaType":"voice","peerId":"22eedca6-db1a-41be-aebc-958b51411939","protocolCallId":"547e0a44-223d-4281-8a3b-52e361c93540","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"0676dbe7-f72b-4556-8084-55ce95e0849c","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:07:01.216Z","maxLatencyMs":30,"minMos":4.882681960267438,"minRFactor":92.45552062988281,"receivedPackets":361}],"metrics":[{"emitDate":"2023-11-23T12:06:53.963Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:07:01.183Z","name":"tAcd","value":7220}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:06:53.963Z","segmentStart":"2023-11-23T12:06:53.892Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:07:01.183Z","segmentStart":"2023-11-23T12:06:53.963Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"39f66851-2043-4852-83db-569b313f7e48","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"22eedca6-db1a-41be-aebc-958b51411939","protocolCallId":"cc782d52-01d1-44b9-8072-f2cb6a3c66dd","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com;tgrp=e494f342-b812-42d7-a39b-aad4538649a7;trunk-context=qazim@localhost","sessionId":"a9265fdb-a504-4dd3-86df-5c1924c14f2f","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:07:14.381Z","maxLatencyMs":30,"minMos":4.881967960285087,"minRFactor":92.42434692382813,"receivedPackets":650},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:07:14.571Z","maxLatencyMs":30,"minMos":4.883953214967629,"minRFactor":92.51119995117188,"receivedPackets":665}],"metrics":[{"emitDate":"2023-11-23T12:07:01.181Z","name":"tAlert","value":3762},{"emitDate":"2023-11-23T12:07:01.181Z","name":"tAnswered","value":7220},{"emitDate":"2023-11-23T12:07:14.349Z","name":"tTalk","value":13168},{"emitDate":"2023-11-23T12:07:14.349Z","name":"tTalkComplete","value":13168},{"emitDate":"2023-11-23T12:07:18.113Z","name":"tAcw","value":3764},{"emitDate":"2023-11-23T12:07:18.113Z","name":"tHandle","value":16932}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:07:01.181Z","segmentStart":"2023-11-23T12:06:57.419Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:07:14.349Z","segmentStart":"2023-11-23T12:07:01.181Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:07:18.113Z","segmentStart":"2023-11-23T12:07:14.349Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:13:12.319Z","conversationId":"e0141043-3549-4756-a7d9-201001a06de9","conversationStart":"2023-11-23T12:12:50.318Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.237392961137226,"mediaStatsMinConversationRFactor":86.27426147460938,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"1de09f81-1cf5-46b4-b2c2-15427f5f0333","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"b79abbf4-e4e4-423c-8614-f12486100f43","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:12:56.466Z","maxLatencyMs":30,"minMos":4.882857722298615,"minRFactor":92.46320343017578,"receivedPackets":300},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:12:59.276Z","maxLatencyMs":38,"minMos":4.882653551564707,"minRFactor":92.45427703857422,"receivedPackets":134},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:13:10.098Z","maxLatencyMs":30,"minMos":4.885204798512669,"minRFactor":92.56626892089844,"receivedPackets":543},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:13:10.135Z","maxLatencyMs":31,"minMos":4.237392961137226,"minRFactor":86.27426147460938,"receivedPackets":977}],"metrics":[{"emitDate":"2023-11-23T12:12:50.534Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:13:10.067Z","name":"tConnected","value":19533}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:12:50.534Z","segmentStart":"2023-11-23T12:12:50.318Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:13:10.067Z","segmentStart":"2023-11-23T12:12:50.534Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.pV8QzP8swH5gwsHmhehivH8sHN","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.pV8QzP8swH5gwsHmhehivH8sHNUwhr3BmngpfFs36pFv4pXiLCMX4SjTZbNEIlJjoHHhCvSnKXdJbRQHni2Vxd6XsilRqkU8YKPpAF0W--TB0IzS7UomRiV5uGq9aTHfvizsQabrZziSsTZ2Hczc8WBe45WTrM41IinY02KmvwD0YHaO27lw","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"6cc7d55d-ede3-4c5b-b3ac-e601f0ada8c7","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"b79abbf4-e4e4-423c-8614-f12486100f43","protocolCallId":"235f0b06-1a3c-48da-919a-fc65e5808c49","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"83c3b419-19f8-4d97-9b0c-6018c754425b","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:12:56.466Z","maxLatencyMs":30,"minMos":4.8878473637076,"minRFactor":92.68335723876953,"receivedPackets":301}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:12:50.601Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:12:56.420Z","name":"tIvr","value":6021},{"emitDate":"2023-11-23T12:12:56.430Z","name":"tFlow","value":5829},{"emitDate":"2023-11-23T12:12:56.430Z","name":"tFlowExit","value":5829}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:12:50.399Z","segmentStart":"2023-11-23T12:12:50.391Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:12:56.420Z","segmentStart":"2023-11-23T12:12:50.399Z","segmentType":"ivr"}]}]},{"participantId":"f8f74d21-c0f3-4eb0-8e5f-89d41b184af0","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"b79abbf4-e4e4-423c-8614-f12486100f43","protocolCallId":"6a35f189-c751-4b3f-a86f-7b460133d7d5","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"a00a01dd-9f94-4936-8c6c-0e12649aff54","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:12:59.273Z","maxLatencyMs":30,"minMos":4.882886497228886,"minRFactor":92.46446228027344,"receivedPackets":135}],"metrics":[{"emitDate":"2023-11-23T12:12:56.501Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:12:59.227Z","name":"tAcd","value":2726}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:12:56.501Z","segmentStart":"2023-11-23T12:12:56.428Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:12:59.227Z","segmentStart":"2023-11-23T12:12:56.501Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"b9ccd40e-3f00-4b7f-aade-5acb36e82b08","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"b79abbf4-e4e4-423c-8614-f12486100f43","protocolCallId":"cc782d52-01d1-44b9-8072-f2cb6a3c66dd","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"e836789b-a6d6-4b33-b6ce-b2e1084dd2c4","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:13:10.098Z","maxLatencyMs":32,"minMos":4.881203964854357,"minRFactor":92.39108276367188,"receivedPackets":544},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:13:10.100Z","maxLatencyMs":30,"minMos":4.882506034689804,"minRFactor":92.44783020019531,"receivedPackets":543}],"metrics":[{"emitDate":"2023-11-23T12:12:59.202Z","name":"tAlert","value":2378},{"emitDate":"2023-11-23T12:12:59.202Z","name":"tAnswered","value":2726},{"emitDate":"2023-11-23T12:13:10.065Z","name":"tTalk","value":10863},{"emitDate":"2023-11-23T12:13:10.065Z","name":"tTalkComplete","value":10863},{"emitDate":"2023-11-23T12:13:12.319Z","name":"tAcw","value":2254},{"emitDate":"2023-11-23T12:13:12.319Z","name":"tHandle","value":13117}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:12:59.202Z","segmentStart":"2023-11-23T12:12:56.824Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:13:10.065Z","segmentStart":"2023-11-23T12:12:59.202Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:13:12.319Z","segmentStart":"2023-11-23T12:13:10.065Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]},{"conversationEnd":"2023-11-23T12:15:55.214Z","conversationId":"624cd9b4-1b2f-4f3b-8557-6ce532111406","conversationStart":"2023-11-23T12:14:39.034Z","divisionIds":["54cb2622-dfdd-44e4-b170-299abb05f9ba"],"mediaStatsMinConversationMos":4.358124352755933,"mediaStatsMinConversationRFactor":90.80088806152344,"originatingDirection":"inbound","participants":[{"externalContactId":"5bcacf39-a02c-4872-88bb-e724f441f07e","participantId":"9642b4dd-0359-4d4f-b059-29cc4550b209","participantName":"Mobile Number, Israel","purpose":"customer","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","protocolCallId":"[email protected]","provider":"Edge","recording":true,"remoteNameDisplayable":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"15746c3a-dbc3-4ad6-8736-8f4f1c411698","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:14:44.818Z","maxLatencyMs":30,"minMos":4.882845400562527,"minRFactor":92.46266174316406,"receivedPackets":282},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:14:50.747Z","maxLatencyMs":30,"minMos":4.882502532454652,"minRFactor":92.44767761230469,"receivedPackets":296},{"codecs":["audio/opus"],"discardedPackets":10,"eventTime":"2023-11-23T12:15:53.052Z","maxLatencyMs":30,"minMos":4.862698902417042,"minRFactor":91.61041259765625,"receivedPackets":3113},{"codecs":["audio/PCMA"],"discardedPackets":24,"eventTime":"2023-11-23T12:15:53.054Z","maxLatencyMs":31,"minMos":4.358124352755933,"minRFactor":90.80088806152344,"receivedPackets":3691}],"metrics":[{"emitDate":"2023-11-23T12:14:39.208Z","name":"nConnected","value":1},{"emitDate":"2023-11-23T12:15:53.019Z","name":"tConnected","value":73811}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:14:39.208Z","segmentStart":"2023-11-23T12:14:39.034Z","segmentType":"system"},{"conference":false,"disconnectType":"peer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:15:53.019Z","segmentStart":"2023-11-23T12:14:39.208Z","segmentType":"interact"}]}],"attributes":{"Log_0.5":"Last Agent FOUND","Screen Pop URL":"","Name":"O’connell (Interlog) Amie","cuccCode":"ILKETER","PreferredAgentName":"","Language":"en-us","LastAgentName":"[email protected]","SpecialRequest":"true","cuccName":"KETER HOME AND GARDEN PRODUCTS LTD","Log_LastAgent_1":"FOUND","Log_LastAgent_2":"Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4","Log_CustomerInfo_3":"Preferred Agent NOT found","Code":"9000118729","Log_CustomerInfo_2":"VIP --> Pref. Agent: @zim.com|","Log_CustomerInfo_1":"Customer Data received","Log_CustomerInfo_2.5":"","Type":"BCO","scriptId":"65ee027d-9b97-47ca-b2ed-b110f4c38497","Callflow":"Language|Language set to en-us|Find Last Agent|Found|Last Agent: 3e5b5e68-7313-42e8-bed8-b280b182c2b4|Last Agent Name:[email protected]|Last Agent Found|TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.UzK0QjRsAfEzMuAlZs_cgCNq43","Log_1":"TOKEN received: eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6IlQxU3QtZExUdnlXUmd4Ql82NzZ1OGtyWFMtSSJ9.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.UzK0QjRsAfEzMuAlZs_cgCNq43YFvIqT2ZJBbmMHxyStfMK_se2d0ZfUyh8uZtoqhQg0EjnEfSEa8uzvh9Va4fwWBjNIzBWfJyLShu7hsvnuRyzfakxaw_HchrsG6J5NFYtmiMmkA6KuAOaDOOG21NlAOgq_MPLsxQoFwVyy4yBckkPMsfVo","Log_CustomerInfo_ANI":"972546004422","Log_2":"PROBLEM getting preferred agent","Log_0":"Language set to en-us","Log_3":"Transferring to queue WITHOUT preferred Agent","ScreenPopName":"SAP Agent Script","VIP":"true"}},{"participantId":"9cbec6aa-b3d5-47bc-8c18-7e0294789eb2","participantName":"SAP","purpose":"ivr","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"15746c3a-dbc3-4ad6-8736-8f4f1c411698","protocolCallId":"4d64af3f-0f35-4306-b312-aeb68b8156f3","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Non-Geographic Fixed Telephony, Israel","sessionDnis":"tel:[phone]","sessionId":"c2f46bee-4b5e-4308-aa24-43f83f1504a7","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:14:44.817Z","maxLatencyMs":30,"minMos":4.887327055763586,"minRFactor":92.66020965576172,"receivedPackets":281}],"flow":{"endingLanguage":"en-us","entryReason":"tel:[phone]","entryType":"dnis","exitReason":"TRANSFER","flowId":"5726503a-1209-4f60-8f69-d487fec7bd58","flowName":"SAP","flowType":"INBOUNDCALL","flowVersion":"3.0","startingLanguage":"en-us","transferTargetAddress":"5568685e-53b2-4d66-80b5-e2dc2842c827","transferTargetName":"Test Queue SAP","transferType":"ACD"},"metrics":[{"emitDate":"2023-11-23T12:14:39.291Z","name":"nFlow","value":1},{"emitDate":"2023-11-23T12:14:44.769Z","name":"tFlow","value":5478},{"emitDate":"2023-11-23T12:14:44.769Z","name":"tFlowExit","value":5478},{"emitDate":"2023-11-23T12:14:44.769Z","name":"tIvr","value":5678}],"segments":[{"conference":false,"segmentEnd":"2023-11-23T12:14:39.091Z","segmentStart":"2023-11-23T12:14:39.081Z","segmentType":"system"},{"conference":false,"disconnectType":"transfer","segmentEnd":"2023-11-23T12:14:44.769Z","segmentStart":"2023-11-23T12:14:39.091Z","segmentType":"ivr"}]}]},{"participantId":"16b82af0-ddd6-4a54-86c0-5dfcf2f1f1e3","participantName":"Test Queue SAP","purpose":"acd","sessions":[{"ani":"tel:[phone]","destinationAddresses":["sip:frank.kfir%40zim.com@localhost"],"direction":"inbound","dnis":"tel:[phone]","edgeId":"e6f02c89-e1ec-479e-b86e-a32343f915fe","flowInType":"ivr","mediaType":"voice","peerId":"15746c3a-dbc3-4ad6-8736-8f4f1c411698","protocolCallId":"0c721c57-6a87-425a-89bf-16ce1d00d825","provider":"Edge","remote":"Mobile Number, Israel","remoteNameDisplayable":"Test Queue SAP","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"tel:[phone]","sessionId":"6b6fe973-b27f-4e7c-b97d-90004a259539","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:14:50.776Z","maxLatencyMs":31,"minMos":4.882208631566908,"minRFactor":92.43484497070313,"receivedPackets":296}],"metrics":[{"emitDate":"2023-11-23T12:14:44.814Z","name":"nOffered","value":1},{"emitDate":"2023-11-23T12:14:50.730Z","name":"tAcd","value":5916}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:14:44.814Z","segmentStart":"2023-11-23T12:14:44.758Z","segmentType":"delay"},{"conference":false,"disconnectType":"transfer","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:14:50.730Z","segmentStart":"2023-11-23T12:14:44.814Z","segmentType":"interact","sipResponseCodes":[410]}]}],"attributes":{"ivr.LanguageSkill":"5a960844-5d06-4f28-85f2-78139335e541"}},{"participantId":"da3c6dfe-9d42-4878-8ddd-b9e51133ed10","purpose":"agent","userId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessions":[{"ani":"tel:[phone]","direction":"inbound","dnis":"tel:[phone]","edgeId":"009b1888-59ba-416e-929c-1fe6195dd42a","mediaType":"voice","peerId":"15746c3a-dbc3-4ad6-8736-8f4f1c411698","protocolCallId":"cc782d52-01d1-44b9-8072-f2cb6a3c66dd","provider":"Edge","remote":"Mobile Number, Israel","requestedRoutings":["Standard"],"selectedAgentId":"3e5b5e68-7313-42e8-bed8-b280b182c2b4","sessionDnis":"sip:6538f0295d02d31afdbfdeca+qazim.orgspan.com@localhost","sessionId":"eb195cfc-485f-459d-9be5-2241db757460","usedRouting":"Standard","mediaEndpointStats":[{"codecs":["audio/opus"],"discardedPackets":16,"eventTime":"2023-11-23T12:15:53.051Z","maxLatencyMs":31,"minMos":4.850479064886805,"minRFactor":91.11854553222656,"receivedPackets":3116},{"codecs":["audio/opus"],"eventTime":"2023-11-23T12:15:53.093Z","maxLatencyMs":30,"minMos":4.882544239703595,"minRFactor":92.44950103759766,"receivedPackets":3114}],"metrics":[{"emitDate":"2023-11-23T12:14:50.723Z","name":"tAlert","value":5608},{"emitDate":"2023-11-23T12:14:50.723Z","name":"tAnswered","value":5916},{"emitDate":"2023-11-23T12:15:53.017Z","name":"tTalk","value":62294},{"emitDate":"2023-11-23T12:15:53.017Z","name":"tTalkComplete","value":62294},{"emitDate":"2023-11-23T12:15:55.214Z","name":"tAcw","value":2197},{"emitDate":"2023-11-23T12:15:55.214Z","name":"tHandle","value":64491}],"segments":[{"conference":false,"queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:14:50.723Z","segmentStart":"2023-11-23T12:14:45.115Z","segmentType":"alert"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:15:53.017Z","segmentStart":"2023-11-23T12:14:50.723Z","segmentType":"interact"},{"conference":false,"disconnectType":"client","queueId":"5568685e-53b2-4d66-80b5-e2dc2842c827","requestedLanguageId":"5a960844-5d06-4f28-85f2-78139335e541","segmentEnd":"2023-11-23T12:15:55.214Z","segmentStart":"2023-11-23T12:15:53.017Z","segmentType":"wrapup","wrapUpCode":"7fb334b0-0e9e-11e4-9191-0800200c9a66"}]}]}]}],"cursor":"Y3Vyc29yX3YyMTEwMzMwOA==","dataAvailabilityDate":"2023-12-20T17:10:07Z"}',