Event Reference

This page provides a complete catalog of all event types available in the 8x8 Event Streaming service, organized by category, along with detailed JSON examples for common events.

Event Types by Category

The 8x8 Event Streaming service provides the following event types:

Agent Events

Event Type	Call State	Description
`AgentStatusChange`	N/A	Indicates the current status of the monitored agent
`AgentProvChange`	N/A	Indicates a change to the agent profile (skills, etc.)
`AgentSkillCreated`	N/A	Indicates a new agent skill has been created
`AgentSkillChanged`	N/A	Indicates an agent skill has been modified (enabled/disabled)

Interaction Events

Event Type	Call State	Description
`InteractionCreated`	CS_IDLE CS_QUEUED	Indicates a new outbound or inbound interaction creation
`InteractionQueued`	CS_QUEUED	Indicates an interaction waiting to be assigned to an agent
`InteractionAssigned`	CS_INPROGRESS	Indicates an interaction assigned to an available agent
`InteractionAccepted`	CS_INPROGRESS CS_CONNECTED	Indicates an interaction accepted by an agent
`InteractionCustomerAccepted`	CS_CONNECTED	Indicates a ringing outbound call answered by the customer
`InteractionRejected`	CS_QUEUED	Indicates an agent rejected an offered interaction
`InteractionUnqueued`	CS_IDLE CS_QUEUED	Indicates an interaction removed from queue before assignment
`LineHoldStatus`	CS_HOLD CS_CONNECTED	Indicates hold status change for an ongoing call
`LineMuteStatus`	CS_CONNECTED	Indicates mute status change for an ongoing call
`InteractionRecordingStarted`	N/A	Indicates the system has started recording a call leg
`RecordingStatus`	N/A	Indicates a recording status change (pause/resume)
`InteractionPostProcess`	CS_DISCONNECTED	Indicates the start of interaction wrap-up
`InteractionRecordingReady`	N/A	Indicates an interaction recording is ready for retrieval
`InteractionEndPostProcess`	CS_DISCONNECTED	Indicates the conclusion of interaction wrap-up
`InteractionDeassigned`	CS_DISCONNECTED	Indicates an interaction deassigned from an agent
`InteractionTransferRequest`	N/A	Indicates a transfer request for an interaction
`InteractionReconnect`	N/A	Indicates an interaction reconnect event
`InteractionParticipantChange`	CS_DISCONNECTED	Indicates participant changes (conference, supervisor join, etc.)
`InteractionParticipantRemovedByHost`	N/A	Indicates a participant removed from interaction by host
`InteractionJoinLinesRequest`	N/A	Indicates a request to join multiple lines
`InteractionJoined`	N/A	Indicates multiple lines have been joined
`InteractionChanged`	N/A	Indicates interaction properties have changed
`InteractionQueueTimeout`	N/A	Indicates an interaction timed out in queue
`InteractionDeleted`	CS_DISCONNECTED	Indicates interaction ended or call leg left conference

Digital Channel Events

Event Type	Description
`GuestChatEnd`	Indicates a guest chat session has ended

Media/Proxy Events

Event Type	Description
`MediaProxyAdded`	Indicates a media proxy has been added
`MediaProxyRemoved`	Indicates a media proxy has been removed

Event Payload Examples

This section provides complete JSON examples for common event types. For field definitions, see the Field Reference.

AgentStatusChange

{
  "AgentStatusChange": {
    "agentId": "ag64oyEUb_Sk6bxVB9P5yaaa",
    "msgInfo": {
      "instanceId": "example.8x8.com",
      "sequenceId": 215,
      "timestamp": 1669235544917
    },
    "newReasonCodeUser": "801=1722",
    "newState": 5,
    "newSubState": "none",
    "newSubStateReason": "none",
    "statusEventTS": 1669235544
  }
}

Field Descriptions:

agentId: Unique agent identifier
newState: Numeric state code
newSubState: Sub-state description
newReasonCodeUser: User-defined reason code
statusEventTS: Status event timestamp (seconds since epoch)

AgentProvChange / AgentSkillChanged

This event indicates a change to agent provisioning, such as skills being added, removed, or modified.

{
  "AgentProvChange": {
    "agentId": "agUeZBQ3RnQTaL0qZZukNOaw",
    "enabled": "yes",
    "event": "AgentSkillChanged",
    "msgInfo": {},
    "skillId": "tenant01-agUeZBQ3RnQTaL0qZZukNOaw-phone-529-f01e6bdb-75a2-4639-825c-91c0f5168258",
    "tenantSkillId": "tenant01-phone-529-b1e3e2f2-b01a-4a03-ba3d-f30859414d97"
  }
}

Field Descriptions:

event: Type of provisioning change ("AgentSkillChanged", "AgentSkillCreated", etc.)
enabled: Whether the skill/feature is enabled ("yes"/"no")
skillId: Full skill identifier including agent ID and GUID
tenantSkillId: Tenant-specific skill ID with GUID

Note: The skillId and tenantSkillId formats include GUIDs that uniquely identify the skill assignment.

InteractionCreated

{
  "Interaction": {
    "attachedData": {
      "attachedDatum": [
        {"attachedDataKey": "@pri", "attachedDataValue": 100},
        {"attachedDataKey": "callingName", "attachedDataValue": "Andrew Cunningh"},
        {"attachedDataKey": "phoneNum", "attachedDataValue": 5515557212}
      ]
    },
    "callState": "CS_QUEUED",
    "event": "InteractionCreated",
    "interactionGUID": "int-184a63564dc-ohWfVIbHJz2Hr2JFhAfdlb4Fa-phone-00-acmecorp01",
    "msgInfo": {
      "instanceId": "example.8x8.com",
      "sequenceId": 220,
      "timestamp": 1669235700000
    },
    "resourceType": 0
  }
}

InteractionQueued

{
  "Interaction": {
    "attachedData": {
      "attachedDatum": [
        {"attachedDataKey": "@pri", "attachedDataValue": 100},
        {"attachedDataKey": "callingName", "attachedDataValue": 447799147855},
        {"attachedDataKey": "cha", "attachedDataValue": 441733968848},
        {"attachedDataKey": "channelName", "attachedDataValue": "Support Queue"},
        {"attachedDataKey": "phoneNum", "attachedDataValue": 447799147855},
        {"attachedDataKey": "priority", "attachedDataValue": 50},
        {"attachedDataKey": "queueDirection", "attachedDataValue": "in"},
        {"attachedDataKey": "tenantName", "attachedDataValue": "tenant01"},
        {"attachedDataKey": "tenantSkillName", "attachedDataValue": "Customer Service"}
      ]
    },
    "callState": "CS_QUEUED",
    "callerPermission": "yes",
    "direction": "in",
    "event": "InteractionQueued",
    "eventTS": 1744819217,
    "inboundChannelid": 441733968848,
    "interactionEventTS": 1744819217,
    "interactionGUID": "int-1963f541b9f-wgyWcn0J0hwtyhN4XfMHIfCIO-phone-01-tenant01",
    "isAgentInitiated": false,
    "mediaType": "phone",
    "msgInfo": {},
    "overrideAutoInteractionRecording": "yes",
    "priority": 50,
    "queueId": 1162,
    "queueList": 1162,
    "queueTime": 1744819217,
    "resourceType": 0,
    "transactionNum": 848184
  }
}

Field Descriptions:

direction: "in" for inbound, "out" for outbound
mediaType: Communication channel ("phone", "chat", "email")
priority: Queue priority (higher numbers = higher priority)
queueId: Numeric queue identifier
queueList: Queue list identifier
queueTime: Time when interaction entered queue (seconds since epoch)
eventTS: Event timestamp (seconds since epoch)
transactionNum: Transaction number
callerPermission: Whether caller granted recording permission
overrideAutoInteractionRecording: Recording override setting

InteractionDeleted

{
  "Interaction": {
    "attachedData": {
      "attachedDatum": [
        {"attachedDataKey": "callingName", "attachedDataValue": "Andrew Cunningh"},
        {"attachedDataKey": "phoneNum", "attachedDataValue": 5515557212}
      ]
    },
    "callHangupReason": "CEC_DISCONNECT_NORMAL",
    "callState": "CS_DISCONNECTED",
    "dispositionCode": 1000,
    "event": "InteractionDeleted",
    "hangupInitiator": "CUSTOMER",
    "interactionGUID": "int-184a63564dc-ohWfVIbHJz2Hr2JFhAfdlb4Fa-phone-00-acmecorp01",
    "msgInfo": {
      "instanceId": "example.8x8.com",
      "sequenceId": 235,
      "timestamp": 1669236000000
    }
  }
}

Field Descriptions:

hangupInitiator: Who ended the call ("AGENT", "CUSTOMER", "SYSTEM")
callHangupReason: Reason code for hangup (see Hangup Reasons below)
dispositionCode: Call disposition code

Hangup Reasons:

CEC_NONE: No specific reason
CEC_DISCONNECT_NORMAL: Normal call termination
CEC_DISCONNECT_BUSY: Number was busy
CEC_DISCONNECT_BADADDRESS: Invalid phone number
CEC_DISCONNECT_NOANSWER: No answer
CEC_DISCONNECT_CANCELLED: Call cancelled
CEC_DISCONNECT_REJECTED: Call rejected
CEC_DISCONNECT_FAILED: Call failed
CEC_DISCONNECT_BLOCKED: Call blocked

InteractionAssigned

Indicates an interaction has been assigned to an available agent. This event occurs before the agent accepts the interaction.

{
  "Interaction": {
    "agentGUID": "tenant01-agAglVJkg0TU28dok9y9UQKg-e46672cd-660c-46f5-b8f0-856eaf18f65c",
    "agentId": "agAglVJkg0TU28dok9y9UQKg",
    "agentPhone": 40375,
    "agentRscWaitTime": 30,
    "agentTreatedPhone": "40375-tenant",
    "attachedData": {
      "attachedDatum": [
        {"attachedDataKey": "@pri", "attachedDataValue": 50},
        {"attachedDataKey": "phoneNum", "attachedDataValue": 6298994259},
        {"attachedDataKey": "tenantSkillName", "attachedDataValue": "Sales Queue"}
      ]
    },
    "callState": "CS_INPROGRESS",
    "direction": "out",
    "event": "InteractionAssigned",
    "eventTS": 1744819092,
    "interactionGUID": "int-1963f527a2a-9wjz0hrkcolMxIqiOhxEsKFe9-phone-01-tenant01",
    "isAgentInitiated": false,
    "isDirectAccess": false,
    "isExternal": true,
    "isOutboundCall": true,
    "mediaType": "phone",
    "msgInfo": {},
    "outboundCampaignid": 4926,
    "participatingAgents": "agAglVJkg0TU28dok9y9UQKg",
    "promptingTimeout": 30,
    "queueId": 1092,
    "queueList": 1092,
    "queueTime": 1744819092,
    "recordingMode": "no",
    "resourceType": 0,
    "transactionNum": 279563
  }
}

Field Descriptions:

agentPhone: Agent's phone number
agentRscWaitTime: Time agent will wait for assignment (seconds)
agentTreatedPhone: Formatted agent phone number
promptingTimeout: Timeout for agent to respond (seconds)
outboundCampaignid: Campaign ID (0 if not a campaign call)
isOutboundCall: Boolean indicating outbound call

InteractionRejected

Indicates an agent rejected an offered interaction (did not accept it).

{
  "Interaction": {
    "agentGUID": "tenant01-ag9I1yUNAvRqG7ovVMi3NTyw-c40cf425-5b69-4575-99a7-ccd6457b0180",
    "agentId": "ag9I1yUNAvRqG7ovVMi3NTyw",
    "callState": "CS_QUEUED",
    "event": "InteractionRejected",
    "interactionEventTS": 1744819218,
    "interactionGUID": "int-1963f53a7f9-fRUlBL19w0hsi4GN50Xbcgazp-phone-03-tenant01",
    "msgInfo": {},
    "participatingAgents": "ag9I1yUNAvRqG7ovVMi3NTyw",
    "queueList": 222,
    "rejectReason": 2,
    "resourceType": 0
  }
}

Field Descriptions:

rejectReason: Numeric reason code for rejection (see Field Reference)

LineHoldStatus

Indicates hold status change for an ongoing call. The status field indicates whether the call is being placed on hold (true) or taken off hold (false).

{
  "Interaction": {
    "agentGUID": "tenant01-agGiRMDKqSRGuaNOelIJosUw-494708fb-81d3-415a-82da-c5d800d36f18",
    "agentId": "agGiRMDKqSRGuaNOelIJosUw",
    "callState": "CS_HOLD",
    "event": "LineHoldStatus",
    "interactionEventTS": 1744819224,
    "interactionGUID": "int-1963f52d470-OcB3AbajqjTb9ikyLLBxBr1l7-phone-02-tenant01",
    "mediaType": "phone",
    "msgInfo": {},
    "participatingAgents": "agGiRMDKqSRGuaNOelIJosUw",
    "status": true,
    "transactionNum": 429968
  }
}

Field Descriptions:

status: true = call placed on hold (CS_HOLD), false = call taken off hold (CS_CONNECTED)

RecordingStatus

Indicates a recording status change (pause or resume) for an ongoing interaction.

{
  "Interaction": {
    "agentGUID": "tenant01-agFDUfx__VREaRSfGYYm5cNw-ad92a3d3-414a-4dfa-a971-dc0d28970d22",
    "agentId": "agFDUfx__VREaRSfGYYm5cNw",
    "event": "RecordingStatus",
    "interactionEventTS": 1744819223,
    "interactionGUID": "int-1963f4d8314-ShlIYL3nayugzbFYJvHhZgPL2-phone-03-tenant01",
    "isAPICall": false,
    "msgInfo": {},
    "recordingMode": "yes",
    "status": "resume",
    "transactionNum": 5511
  }
}

Field Descriptions:

status: Recording status - "resume" or "pause"
isAPICall: Whether the status change was triggered via API
recordingMode: Overall recording mode for interaction

Next Steps

Message Format - Learn how to decode and process messages
Field Reference - Detailed field documentation
Code Examples - See event processing in context

Event Types by Category​

Agent Events​

Interaction Events​

Digital Channel Events​

Media/Proxy Events​

Event Payload Examples​

AgentStatusChange​

AgentProvChange / AgentSkillChanged​

InteractionCreated​

InteractionQueued​

InteractionDeleted​

InteractionAssigned​

InteractionRejected​

LineHoldStatus​

RecordingStatus​

Next Steps​

Event Types by Category

Agent Events

Interaction Events

Digital Channel Events

Media/Proxy Events

Event Payload Examples

AgentStatusChange

AgentProvChange / AgentSkillChanged

InteractionCreated

InteractionQueued

InteractionDeleted

InteractionAssigned

InteractionRejected

LineHoldStatus

RecordingStatus

Next Steps