# Agent event streams data model in Connect Customer
<a name="agent-event-stream-model"></a>

Agent event streams are created in JavaScript Object Notation (JSON) format. For each event type, a JSON blob is sent to the Kinesis data stream. The following event types are included in agent event streams:
+ LOGIN—An agent login to the contact center.
+ LOGOUT—An agent logout from the contact center.
+ STATE\_CHANGE—One of the following changed:
  + The agent changed their status in the Contact Control Panel (CCP). For example, they changed it from Available to on Break.
  + The state of the conversation between the agent and contact changed. For example, they were connected and then on hold. 
  + One of the following settings changed in the agent's configuration:
    + Their routing profile
    + The queues in their routing profile
    + Auto-accept call
    + Sip address
    + Agent hierarchy group
    + Language preference setting in the CCP
+ HEART\_BEAT—This event is published every 120 seconds if there are no other events published during that interval.
**Note**  
These events continue to be published up to an hour after an agent has logged off. 

**Topics**
+ [AgentEvent](#AgentEvent)
+ [AgentSnapshot](#AgentSnapshot)
+ [Configuration](#Configuration)
+ [Contact object](#Contact)
+ [HierarchyGroup object](#Hierarchygroup-object)
+ [AgentHierarchyGroups object](#Hierarchygroups-object)
+ [Proficiency](#proficiency-object)
+ [Queue object](#queue-object)
+ [RoutingProfile object](#routingprofile)

## AgentEvent
<a name="AgentEvent"></a>

The `AgentEvent` object includes the following properties:

**AgentARN**  
The Amazon Resource Name (ARN) for the agent account.  
Type: ARN

**AWSAccountId**  
The 12-digit AWS account ID for the AWS account associated with the Connect Customer instance.  
Type: String

**CurrentAgentSnapshot**  
Contains agent configuration, such as username, first name, last name, routing profile, hierarchy groups, contacts, and agent status.  
Type: `AgentSnapshot` object

**EventId**  
Universally unique identifier (UUID) for the event.  
Type: String

**EventTimestamp**  
A time stamp for the event, in ISO 8601 standard format.  
Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z)

**EventType**  
The type of event.   
Valid values: `STATE_CHANGE` \| `HEART_BEAT` \| `LOGIN` \| `LOGOUT` 

**InstanceARN**  
Amazon Resource Name for the Connect Customer instance in which the agent's user account is created.  
Type: ARN

**PreviousAgentSnapshot**  
Contains agent configuration, such as username, first name, last name, routing profile, hierarchy groups), contacts, and agent status.   
Type: `AgentSnapshot` object

**Version**  
The version of the agent event stream in date format, such as 2019-05-25.  
Type: String

## AgentSnapshot
<a name="AgentSnapshot"></a>

The `AgentSnapshot` object includes the following properties:

**AgentStatus**  
Agent status data, including:  
+ ARN—The ARN for the agent's current agent status (not for the agent). 
+ Name—This is the [status of the agent that they manually set in the CCP](metrics-agent-status.md), or that the supervisor manually [changes in the real-time metrics report](rtm-change-agent-activity-state.md). 

  For example, their status might be **Available**, which means that they are ready for inbound contacts to be routed to them. Or it might be a custom status, such as Break or Training, which means that inbound contacts can't be routed to them BUT they can still make outbound calls.

  A status of `Error` indicates an internal Connect Customer error.
+ StartTimestamp—The timestamp in ISO 8601 standard format for the time at which the agent entered the status.

  Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z)
+ Type—ROUTABLE, CUSTOM, or OFFLINE
Type: `AgentStatus` object.

**NextAgentStatus**  
If the agent set a next agent status, the data appears here.  
+ ARN—The ARN of the agent status that the agent has set as their next status.
+ Name—This is the name of the agent status that the agent has set as their next status.
+ EnqueuedTimestamp—The timestamp in ISO 8601 standard format for the time at which the agent set their next status and paused routing of incoming contacts.

  Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z)
Type: `NextAgentStatus` object.

**Configuration**  
Information about the agent, including:   
+ FirstName—The agent's first name.
+ HierarchyGroups—The hierarchy group the agent is assigned to, if any.
+ LastName—The agent's last name.
+ RoutingProfile—The routing profile the agent is assigned to.
+ Username—the agent's Connect Customer user name.
Type: `Configuration` object

**Contacts**  
The contacts  
Type: `List of Contact Objects` object

## Configuration
<a name="Configuration"></a>

The `Configuration` object includes the following properties:

**FirstName**  
The first name entered in the agent's Connect Customer account.  
Type: String  
Length: 1-100

**AgentHierarchyGroups**  
The hierarchy group, up to five levels of grouping, for the agent associated with the event.  
Type: `AgentHierarchyGroups` object

**LastName**  
The last name entered in the agent's Connect Customer account.  
Type: String  
Length: 1-100

**Proficiencies**  
List of all the proficiencies assigned to the agent.  
Type: List of Proficiency objects

**RoutingProfile**  
The routing profile assigned to the agent associated with the event.  
Type: `RoutingProfile` object.

**Username**  
The user name for the agent's Connect Customer user account.  
Type: String  
Length: 1-100

## Contact object
<a name="Contact"></a>

The `Contact` object includes the following properties:

**ContactId**  
The identifier for the contact.  
Type: String  
Length: 1-256

**InitialContactId**  
The original identifier of the contact that was transferred.  
Type: String  
Length: 1-256

**Channel**  
The method of communication.  
Valid values: `VOICE`, `CHAT`, `TASKS`

**InitiationMethod**  
Indicates how the contact was initiated.   
Valid values:  
+  `INBOUND`: The customer initiated voice (phone) contact with your contact center. 
+  `OUTBOUND`: An agent initiated voice (phone) contact with the customer, by using the CCP to call their number. This initiation method calls the [StartOutboundVoiceContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartOutboundVoiceContact.html) API.
+  `TRANSFER`: The customer was transferred by an agent to another agent or to a queue, using quick connects in the CCP. This results in a new contact record being created.
+  `CALLBACK`: The customer was contacted as part of a callback flow. 

  For more information about the InitiationMethod in this scenario, see [Queued callbacks in real-time metrics in Connect Customer](about-queued-callbacks.md). 
+  `API`: The contact was initiated with Connect Customer by API. This could be an outbound contact you created and queued to an agent, using the [StartOutboundVoiceContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartOutboundVoiceContact.html) API, or it could be a live chat that was initiated by the customer with your contact center, where you called the [StartChatContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartChatContact.html) API.
+  `WEBRTC_API`: The contact used the communication widget to make an in-app voice/video call to an agent.
+  `QUEUE_TRANSFER`: While the customer was in one queue (listening to Customer queue flow), they were transferred into another queue using a flow block.
+  `MONITOR`: A supervisor initiated monitor on an agent. The supervisor can silently monitor the agent and customer, or barge the conversation.
**Note**  
This status shows only if you have opted into [Multi-Party Calls and Enhanced Monitoring](update-instance-settings.md#update-telephony-options). 
+  `DISCONNECT`: When a [Set disconnect flow](set-disconnect-flow.md) block is triggered, it specifies which flow to run after a disconnect event during a contact. 

  A disconnect event is when:
  + A chat, or task is disconnected.
  + A task is disconnected as a result of a flow action.
  + A task expires. The task is automatically disconnected when it completes its expiry timer. The default is 7 days and task expiry is configurable up to 90 days. 

  If a new contact is created while running a disconnect flow, then the initiation method for that new contact is DISCONNECT.
+  `EXTERNAL_OUTBOUND`: An agent initiated voice (phone) contact with an external participant to your contact center using either quick connect in the CCP or a flow block.
+  `AGENT_REPLY`: An agent has replied to an inbound email contact to create an outbound email reply.
+  `FLOW`: An email initiated by a flow block.
+  `CAMPAIGN_PREVIEW`: The contact was initiated by an outbound campaign using preview dialing mode. The agent previews customer information before the call is placed.

**State**  
The state of the contact.  
Valid values: `INCOMING` \| `PENDING` \| `CONNECTING` \| `CONNECTED` \| `CONNECTED_ONHOLD` \| `MISSED` \| `PAUSED` \| `REJECTED` \| `ERROR` \| `ENDED`   
The `PAUSED` state is only available for tasks.

**StateStartTimestamp**  
The time at which the contact entered the current state.  
Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z)

**ConnectedToAgentTimestamp**  
The time at which the contact was connected to an agent.  
Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z)

**QueueTimestamp**  
The time at which the contact was put into a queue.  
Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z)

**Queue**  
The queue the contact was placed in.  
Type: `Queue` object

## HierarchyGroup object
<a name="Hierarchygroup-object"></a>

The `HierarchyGroup` object includes the following properties:

**ARN**  
The Amazon Resource Name (ARN) for the agent hierarchy.  
Type: String

**Name**  
The name of the hierarchy group.  
Type: String

## AgentHierarchyGroups object
<a name="Hierarchygroups-object"></a>

The `AgentHierarchyGroups` object includes the following properties:

**Level1**  
Includes details for Level1 of the hierarchy assigned to the agent.  
Type: `HierarchyGroup` object

**Level2**  
Includes details for Level2 of the hierarchy assigned to the agent.  
Type: `HierarchyGroup` object

**Level3**  
Includes details for Level3 of the hierarchy assigned to the agent.  
Type: `HierarchyGroup` object

**Level4**  
Includes details for Level4 of the hierarchy assigned to the agent.  
Type: `HierarchyGroup` object

**Level5**  
Includes details for Level5 of the hierarchy assigned to the agent.  
Type: `HierarchyGroup` object

## Proficiency
<a name="proficiency-object"></a>

The `Proficiency` object includes the following properties:

**Name**  
The name of predefined attribute.  
Type: String  
Length: 1-64

**Value**  
The value of predefined attribute.  
Type: String

**ProficiencyLevel**  
The proficiency level of the agent.  
Type: Float  
Valid values: 1.0, 2.0, 3.0, 4.0 and 5.0

## Queue object
<a name="queue-object"></a>

The `Queue` object includes the following properties:

**ARN**  
The Amazon Resource Name (ARN) for the queue.  
Type: String

**Name**  
The name of the queue.  
Type: String

**Channels**  
The type of communication channel.  
Type: List of Channel objects

## RoutingProfile object
<a name="routingprofile"></a>

The `RoutingProfile` object includes the following properties:

**ARN**  
The Amazon Resource Name (ARN) for the agent's routing profile.  
Type: String

**Name**  
The name of the routing profile.  
Type: String

**InboundQueues**  
The `Queue` objects associated with the agent's routing profile.  
Type: List of `Queue` object

**DefaultOutboundQueue**  
The default outbound queue for the agent's routing profile.  
Type: `Queue` object

**Concurrency**  
A list of concurrency information. Concurrency information objects have AvailableSlots (number), Channel (a channel object), and MaximumSlots (number) values.