|The unique ID of the enquiry.
|You can skip this parameter (it is for internal use)
|The date and time of the enquiry record creation. The value must be in RFC3339 format, e.g. 2022-11-07T00:00:00.000Z.
|The service account ID of the enquiry.
|The enquiry ID.
|The ID of the tag.
|The ID of the visitor.
|The room ID of the enquiry.
|The channel type of the enquiry. It can be "IM" (Instant Message) or "CALL".
|The Omni-Channel Type of the enquiry. It must be "CINNOX".
|The IP address of the visitor.
|The language of the enquiry. The result shown is the list in the following format:
(ISO 639-1 Language Codes):(Language)
Example: en (Language code of English in ISO 639-1): English (Language)
|The location of the visitor. The result shown is the list in the following format:
(Country represented by Two-letter country code based on ISO 3166-2)
Example: VE. Country=Venezuela.
|The region code of the location of the visitor.
|The subdivision of the country.
|The city where the enquiry comes from.
|The province where the enquiry comes from.
|The platform that visitors use for enquiry
|The status of the enquiry. It can be "ongoing", "followed-up", "missed", or "closed".
|The display enquiry ID in the CINNOX Dashboard.
|The type of channel of the enquiry. It can be "Weblink", "VirtualNumber", "Email", "ThirdParty", "FACEBOOK", "WHATSAPP", "WECHAT", "LINE" or "WOZTELL".
|The IP of the destination.
|The name of the destination (Service Group).
|The type of the destinations. It can be
"PHONE" (PSTN), "STAFF" (Staff Directory), "TRUNK" (SIP Truck) or "CHATBOT" (Chatbot).
|The destination endpoint is assigned to handle the enquiry. It can be "STAFF"(Staff), "CHATBOT"(Chatbot) or "IVR" (IVR).
|It can be a Phone Number, SIP Trunk or Staff
|The enquiry owner is represented as a Staff's EID or the phone number.
|Staff (agent) name
|List of Staff who could pick up this enquiry
|Channel display name
|Third-party display name
|The enquiry type. It can be
|Enquiry updated time
|Enquiry close time
|Destination info that enquiry transferred to
|Enquiry picked-up time
|Enquiry missed time
|Enquiry reopened time
|Department id of the staff
|True = There is an attachment in the enquiry chat room.
False = There is no attachment in the enquiry chat room.
The attachment refers to the Chat History for the conversation in the enquiry chat room.
|The first name of the staff handling the enquiry.
|The last name of the staff handling the enquiry.
|The first name of the enquiry's visitor.
|The last name of the enquiry's visitor.
|The link redirects the staff to the enquiry's chat room.
|The duration in milliseconds for an enquiry which is being handled.
|The duration is in milliseconds for a closed enquiry.
|Array of strings
|The ID of the label used for the enquiry. The value = null when no label was applied to the enquiry. The value = Label ID when a label is applied to the enquiry.
- For the labelIds
- You are suggested to get the supported Label List before entering the value of the labelIds to ensure the value of the labelIds you enter is supported.
- Please refer to the Get Label List section in our user manual for details about using Open API to get the updated Label List.
- For the channel
- You are suggested to get the supported Channel Type List before entering the value of the channel to ensure the value of the channel you enter is supported.
- Please refer to the Get Channel Type List section in our user manual for the details about using Open API to get the updated Channel Type List.