Five9 Chat Interaction Time

Question

Community - Help a girl out here. We have Five9 as our IVR system for our contact center and have connected our Qualtrics and Five9 accounts via API using the Qualtrics support page. After utilizing the API for several months and adding the data, our first call didn’t automatically collect. I’ve noticed that I don’t have any handle time data for chats. I have a few areas of the payload that reference time/date but nothing that provides an end time to the interaction or how long the customer was waiting.  Here is an example of the data I receive in the payload referencing a dispositioned chat:"header": {    "subscriptionId": "38aacb1b1e9c4468bd910ad4a220ef6c",    "orgId": "138055",    "domainId": "138055",    "eventId": "277DE2AF70064AA5BB67F699E11DA4A9",    "eventTimestamp": "2024-10-31T15:38:08.904",    "eventGroup": "InteractionEvent",    "eventName": "Dispositioned"  },  "payload": {    "attached_variables": {      "Omni.client_sms_number": "+1xxxxxxxxx",      "Omni.contact_id": "0192e336-adca-5645-7f1c-c9e2be19d826",      "Omni.subject": "Can you tell me if I have any holds available ",      "Custom.campaign_sms_number": "+1xxxxxxxxx",      "Omni.interaction_id": "0192e336-ab45-aa69-82a1-90efaed3e482",      "Question": "Can you tell me if I have any holds available ",      "Omni.source": "FIVE9_CHAT",      "Omni.email_priority": "50",      "Omni.start_time": "1730388864",      "Custom.client_sms_number": "+1xxxxxxxxx",      "Omni.campaign_sms_number": "+1xxxxxxxxx"    },    "campaignInfo": {      "id": "22",      "name": "OKS LY",      "type": "INBOUND"    },    "Dispositioned": {      "agent": {        "agent_id": "4937467",        "agentInfo": {          "id": "63GGRC3PJQC32PVYHYPXJHF7DYNKUROJ",          "name": "Sxxxx Kxxxxx",          "email": "skexx@oxxxxlibrary.org",          "username": "skexx@oxxxxlibrary.org"        },        "station_info": null      },      "worksheets": [],      "dispositionInfo": {        "id": "72",        "name": "LY Mark Questions in Gimlet",        "path": null,        "dispositionResults": null      },      "disposition_id": "72"    }  }}

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