@webex/contact-center 3.12.0-next.9 → 3.12.0-next.91

package/src/metrics/behavioral-events.ts

@@ -352,6 +352,34 @@ const eventTaxonomyMap: Record<string, BehavioralEventTaxonomy> = {
     verb: 'fail',
   },
 
+  // Conference Exit
+  [METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_conference_exit',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_CONFERENCE_EXIT_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_conference_exit',
+    verb: 'fail',
+  },
+
+  // Switch Call
+  [METRIC_EVENT_NAMES.TASK_SWITCH_CALL_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_switch_call',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_SWITCH_CALL_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_switch_call',
+    verb: 'fail',
+  },
+
   // upload logs
   [METRIC_EVENT_NAMES.UPLOAD_LOGS_SUCCESS]: {
     product,
@@ -449,6 +477,84 @@ const eventTaxonomyMap: Record<string, BehavioralEventTaxonomy> = {
     target: 'campaign_preview_accept',
     verb: 'fail',
   },
+
+  // Campaign Preview Skip API Events
+  [METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_SKIP_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'campaign_preview_skip',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_SKIP_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'campaign_preview_skip',
+    verb: 'fail',
+  },
+
+  // Campaign Preview Remove API Events
+  [METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_REMOVE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'campaign_preview_remove',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.CAMPAIGN_PREVIEW_REMOVE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'campaign_preview_remove',
+    verb: 'fail',
+  },
+
+  // User Preference API Events
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_GET_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_get',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_GET_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_get',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_CREATE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_create',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_CREATE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_create',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_UPDATE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_update',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_UPDATE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_update',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_DELETE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_delete',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.USER_PREFERENCE_DELETE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'user_preference_delete',
+    verb: 'fail',
+  },
 };
 
 /**

package/src/metrics/constants.ts

@@ -129,6 +129,10 @@ export const METRIC_EVENT_NAMES = {
   TASK_CONFERENCE_END_FAILED: 'Task Conference End Failed',
   TASK_CONFERENCE_TRANSFER_SUCCESS: 'Task Conference Transfer Success',
   TASK_CONFERENCE_TRANSFER_FAILED: 'Task Conference Transfer Failed',
+  TASK_CONFERENCE_EXIT_SUCCESS: 'Task Conference Exit Success',
+  TASK_CONFERENCE_EXIT_FAILED: 'Task Conference Exit Failed',
+  TASK_SWITCH_CALL_SUCCESS: 'Task Switch Call Success',
+  TASK_SWITCH_CALL_FAILED: 'Task Switch Call Failed',
 
   TASK_OUTDIAL_SUCCESS: 'Task Outdial Success',
   TASK_OUTDIAL_FAILED: 'Task Outdial Failed',
@@ -138,11 +142,10 @@ export const METRIC_EVENT_NAMES = {
   WEBSOCKET_DEREGISTER_SUCCESS: 'Websocket Deregister Success',
   WEBSOCKET_DEREGISTER_FAIL: 'Websocket Deregister Failed',
 
-  // WebSocket message events
-  WEBSOCKET_EVENT_RECEIVED: 'Websocket Event Received',
-
   AGENT_DEVICE_TYPE_UPDATE_SUCCESS: 'Agent Device Type Update Success',
   AGENT_DEVICE_TYPE_UPDATE_FAILED: 'Agent Device Type Update Failed',
+  // WebSocket message events
+  WEBSOCKET_EVENT_RECEIVED: 'Websocket Event Received',
 
   // EntryPoint API Events
   ENTRYPOINT_FETCH_SUCCESS: 'Entrypoint Fetch Success',
@@ -163,13 +166,33 @@ export const METRIC_EVENT_NAMES = {
   // Campaign Preview API Events
   CAMPAIGN_PREVIEW_ACCEPT_SUCCESS: 'Campaign Preview Accept Success',
   CAMPAIGN_PREVIEW_ACCEPT_FAILED: 'Campaign Preview Accept Failed',
+  CAMPAIGN_PREVIEW_SKIP_SUCCESS: 'Campaign Preview Skip Success',
+  CAMPAIGN_PREVIEW_SKIP_FAILED: 'Campaign Preview Skip Failed',
+  CAMPAIGN_PREVIEW_REMOVE_SUCCESS: 'Campaign Preview Remove Success',
+  CAMPAIGN_PREVIEW_REMOVE_FAILED: 'Campaign Preview Remove Failed',
 
-  // AI Assistant transcript events
+  // AI Assistant Transcript events
   AI_ASSISTANT_SEND_EVENT_SUCCESS: 'AI Assistant Send Event Success',
   AI_ASSISTANT_SEND_EVENT_FAILED: 'AI Assistant Send Event Failed',
+  AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS: 'AI Assistant Get Real Time Assistance Success',
+  AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED: 'AI Assistant Get Real Time Assistance Failed',
+  AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS:
+    'AI Assistant Send Real Time Assistance User Action Success',
+  AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED:
+    'AI Assistant Send Real Time Assistance User Action Failed',
   AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS:
     'AI Assistant Fetch Historic Transcripts Success',
   AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_FAILED: 'AI Assistant Fetch Historic Transcripts Failed',
+
+  // User Preference API Events
+  USER_PREFERENCE_GET_SUCCESS: 'User Preference Get Success',
+  USER_PREFERENCE_GET_FAILED: 'User Preference Get Failed',
+  USER_PREFERENCE_CREATE_SUCCESS: 'User Preference Create Success',
+  USER_PREFERENCE_CREATE_FAILED: 'User Preference Create Failed',
+  USER_PREFERENCE_UPDATE_SUCCESS: 'User Preference Update Success',
+  USER_PREFERENCE_UPDATE_FAILED: 'User Preference Update Failed',
+  USER_PREFERENCE_DELETE_SUCCESS: 'User Preference Delete Success',
+  USER_PREFERENCE_DELETE_FAILED: 'User Preference Delete Failed',
 } as const;
 
 /**

package/src/services/ApiAiAssistant.ts

@@ -1,3 +1,4 @@
+import {v4 as uuidv4} from 'uuid';
 import LoggerProxy from '../logger-proxy';
 import MetricsManager from '../metrics/MetricsManager';
 import {METRIC_EVENT_NAMES} from '../metrics/constants';
@@ -6,10 +7,11 @@ import {
   HTTP_METHODS,
   WebexSDK,
   IHttpResponse,
-  TranscriptAction,
   AIAssistantEventType,
   AIAssistantEventName,
   HistoricTranscriptsResponse,
+  RealTimeAssistanceParams,
+  RealTimeAssistanceUserActionParams,
 } from '../types';
 import {getErrorDetails} from './core/Utils';
 import {
@@ -27,7 +29,7 @@ import {AIFeatureFlags} from './config/types';
 export class ApiAIAssistant {
   private webex: WebexSDK;
   private metricsManager: MetricsManager;
-  public aiFeature: AIFeatureFlags;
+  private aiFeature: AIFeatureFlags;
 
   constructor(webex: WebexSDK) {
     this.webex = webex;
@@ -76,20 +78,24 @@ export class ApiAIAssistant {
    * @param interactionId - interaction/conversation identifier
    * @param eventType - the type of event (e.g. 'CUSTOM_EVENT')
    * @param eventName - the name of the event (e.g. 'GET_TRANSCRIPTS')
-   * @param action - action within eventDetails (e.g. 'START' or 'STOP')
+   * @param eventMetaData - event-specific fields to include in eventDetails.data
+   * @param languageCode - language code within eventDetails.data
+   * @param trackingId - tracking identifier within eventDetails.data
    */
   public async sendEvent(
     agentId: string,
     interactionId: string,
     eventType: AIAssistantEventType,
     eventName: AIAssistantEventName,
-    action: TranscriptAction
+    eventMetaData?: Record<string, unknown>,
+    languageCode?: string,
+    trackingId?: string
   ): Promise<Record<string, unknown>> {
     LoggerProxy.info('Sending event', {
       module: CC_FILE,
       method: METHODS.SEND_EVENT,
       interactionId,
-      data: {eventType, eventName, action},
+      data: {eventType, eventName, eventMetaData},
     });
     this.metricsManager.timeEvent([
       METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_SUCCESS,
@@ -110,9 +116,11 @@ export class ApiAIAssistant {
           eventName,
           eventDetails: {
             data: {
+              ...eventMetaData,
               interactionId,
-              action,
               actionTimeStamp: String(Date.now()),
+              languageCode,
+              trackingId,
             },
           },
         },
@@ -120,7 +128,7 @@ export class ApiAIAssistant {
 
       this.metricsManager.trackEvent(
         METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_SUCCESS,
-        {agentId, orgId, interactionId, eventType, eventName, action},
+        {agentId, orgId, interactionId, eventType, eventName},
         ['operational']
       );
 
@@ -132,7 +140,6 @@ export class ApiAIAssistant {
           interactionId,
           eventType,
           eventName,
-          action,
           error: error instanceof Error ? error.message : String(error),
         },
         ['operational']
@@ -143,6 +150,193 @@ export class ApiAIAssistant {
     }
   }
 
+  /**
+   * Requests real-time assistance for an interaction.
+   *
+   * @param params - Real-time assistance request parameters
+   * @returns HTTP response body from the AI Assistant event API
+   * @public
+   */
+  public async getRealTimeAssistance(params: RealTimeAssistanceParams) {
+    const {agentId, interactionId, context} = params;
+    const trimmedContext = context?.trim();
+    const languageCode = params.languageCode ?? 'en';
+    const trackingId = `WX_CC_SDK_${uuidv4()}`;
+    const eventName = trimmedContext
+      ? AIAssistantEventName.ADD_SUGGESTIONS_EXTRA_CONTEXT
+      : AIAssistantEventName.GET_SUGGESTIONS;
+
+    const loggerContext = {
+      module: CC_FILE,
+      method: METHODS.GET_REAL_TIME_ASSISTANCE,
+      interactionId,
+      trackingId,
+      data: {eventName},
+    };
+
+    LoggerProxy.info('Requesting real-time assistance', loggerContext);
+
+    this.metricsManager.timeEvent([
+      METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS,
+      METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED,
+    ]);
+
+    try {
+      if (!this.aiFeature?.suggestedResponses?.enable) {
+        const {error: detailedError} = getErrorDetails(
+          new Error('SUGGESTED_RESPONSES_NOT_ENABLED'),
+          METHODS.GET_REAL_TIME_ASSISTANCE,
+          CC_FILE
+        );
+        throw detailedError;
+      }
+
+      const orgId = this.webex.credentials.getOrgId();
+
+      const response = await this.sendEvent(
+        agentId,
+        interactionId,
+        AIAssistantEventType.CUSTOM_EVENT,
+        eventName,
+        trimmedContext !== undefined ? {context: trimmedContext} : undefined,
+        languageCode,
+        trackingId
+      );
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS,
+        {
+          agentId,
+          orgId,
+          interactionId,
+          eventName,
+          trackingId,
+          context,
+        },
+        ['operational']
+      );
+      LoggerProxy.log('Real-time assistance request succeeded', loggerContext);
+
+      return response;
+    } catch (error) {
+      LoggerProxy.error('Real-time assistance request failed', {...loggerContext, error});
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED,
+        {
+          agentId,
+          interactionId,
+          trackingId,
+          eventName,
+          error: error instanceof Error ? error.message : String(error),
+        },
+        ['operational']
+      );
+
+      const {error: detailedError} = getErrorDetails(
+        error,
+        METHODS.GET_REAL_TIME_ASSISTANCE,
+        CC_FILE
+      );
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Sends user action feedback for a real-time assistance adaptive card.
+   *
+   * @param params - Real-time assistance user action parameters
+   * @returns HTTP response body from the AI Assistant event API
+   * @public
+   */
+  public async sendRealTimeAssistanceUserAction(
+    params: RealTimeAssistanceUserActionParams
+  ): Promise<Record<string, unknown>> {
+    const {agentId, interactionId, adaptiveCardId, actionId} = params;
+    const actionType = 'Action.Submit';
+    const languageCode = params.languageCode ?? 'en';
+    const trackingId = `WX_CC_SDK_${uuidv4()}`;
+
+    const loggerContext = {
+      module: CC_FILE,
+      method: METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,
+      interactionId,
+      trackingId,
+      data: {actionId, adaptiveCardId},
+    };
+
+    LoggerProxy.info('Sending real-time assistance user action', loggerContext);
+
+    this.metricsManager.timeEvent([
+      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS,
+      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED,
+    ]);
+
+    try {
+      if (!this.aiFeature?.suggestedResponses?.enable) {
+        const {error: detailedError} = getErrorDetails(
+          new Error('SUGGESTED_RESPONSES_NOT_ENABLED'),
+          METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,
+          CC_FILE
+        );
+        throw detailedError;
+      }
+
+      const orgId = this.webex.credentials.getOrgId();
+      const response = await this.sendEvent(
+        agentId,
+        interactionId,
+        AIAssistantEventType.CUSTOM_EVENT,
+        AIAssistantEventName.SUGGESTED_RESPONSES_USER_ACTION,
+        {
+          adaptiveCardId,
+          userAction: {
+            actionType,
+            actionId,
+          },
+        },
+        languageCode,
+        trackingId
+      );
+
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS,
+        {
+          agentId,
+          orgId,
+          interactionId,
+          adaptiveCardId,
+          actionId,
+          trackingId,
+        },
+        ['operational']
+      );
+      LoggerProxy.log('Real-time assistance user action sent', loggerContext);
+
+      return response;
+    } catch (error) {
+      LoggerProxy.error('Real-time assistance user action failed', {...loggerContext, error});
+      this.metricsManager.trackEvent(
+        METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED,
+        {
+          agentId,
+          interactionId,
+          adaptiveCardId,
+          actionId,
+          trackingId,
+          error: error instanceof Error ? error.message : String(error),
+        },
+        ['operational']
+      );
+
+      const {error: detailedError} = getErrorDetails(
+        error,
+        METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,
+        CC_FILE
+      );
+      throw detailedError;
+    }
+  }
+
   /**
    * Fetches historic transcripts for an interaction.
    * This API is allowed only when real-time transcription feature is enabled.
@@ -201,6 +395,7 @@ export class ApiAIAssistant {
         },
         ['operational']
       );
+
       if (error instanceof Error) {
         throw error;
       }