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General Structure Explanations
JSON
Name
string
The name of the event.
Channel
int
Channel of the event, first channel starts from 0.
StartMsec
int
Starting millisecond of the event.
Magic Millisecond Specifiers
EndMsec
int
End millisecond of the event.
Magic Millisecond Specifiers
GroupId
string
Utterance group this event belongs to. A new group is generated any time an Audio Splitter detects speech.
Tags
array of strings
The list of tags assigned to this event by Event Tagger .
Data
object | null
The JSON object that contains the event specific data. This field makes each event unique in its own right.
{
"Name":"",
"Channel":-1,
"StartMsec":-1,
"EndMsec":-1,
"GroupId":"",
"Tags":[],
"Data":{}
}
Special Event Structures Age Change Explanations Of Data Contents
JSON
Age
int
Age value in integer form.
{
"Name":"Age Change",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Age":43
}
}
CallStateUpdate Explanations Of Data Contents
JSON
CallProperties
object
Call properties for the event. You can see the Properties of CallProperties here .
{
"Name": "CallStateUpdate",
"Channel": 0,
"Data": {
"CallProperties": {
"ExternalId": "c1263961-d2eb-4",
"UserProperties": {
"PbxAgentId": "john.doe.pbx",
"DeviceId": "",
"AgentName": "",
"ExternalId": ""
},
"CustomerPhoneNumber": "0123456789",
"Direction": 1,
"AttachedData": {},
"CallerNumber": "0123456789",
"CalledNumber": "9876543210",
"CallStartTime": "1998-10-04 16:42:43.778 +0300"
},
"EventTime": "1998-10-04 16:42:43.778 +0300",
"EventType": 1
}
}
Change Insights Explanations Of Data Contents
JSON
Insights
string
Semicolon separated insights.
The names of the insights can be found in the GenerativeAI / Conversation Insights endpoint
{
"Name":"Change Insights",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Insights": "negative_feedbacks;improvement_areas;follow_up_actions"
}
}
Chat Response Explanations Of Data Contents
JSON
Text
string
Content of the first message. i.e what ChatGPT would respond within the UI.
ChatGPTResult
array of objects
The “choices” object from ChatGPT response. The number of objects and their contents may be changed by OpenAI . You can check the choices object reference from here .
{
"Name":"Chat Response",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"ChatGPTResult": [
{
"finish_reason": "stop",
"index": 0,
"logprobs": null,
"message": {
"annotations": [],
"content": "Good morning DF.",
"refusal": null,
"role": "assistant"
}
}
],
"Text": "Good morning DF."
}
}
Conversation Analyzer Result Explanations Of Data Contents
JSON
. Agent&Customer
object
Acoustic and sentiment analysis of the channel.
Show Properties
AngerDurationMsec
float
Total detected anger duration.
AverageSentimentResult
float
Average of all sentiment results.
Blocks
object
Also used as Monologue, when a channel speaks for a long time without stopping.
Show Properties
BlockCount
int
How many times a block-monologue occured.
BlockPerMinute
float
BlockCount / Minute
BlockRatio
float
BlockCount(channel)/BlockCount(total)
Blocks
array of objects | null
Information about each block.
TotalBlockDurationMsec
float
Total duration of blocks for channel.
Confidence
int
Average confidence score of all Speech Recognition outputs.
Hesitation
object
Hesitation information of channel
Show Properties
Hesitations
array of objects
List of hesitation objects, each hesitation object consists of StartMsec, EndMsec and Duration information.
HesitationsPerMinute
float
Number of hesitations / minute
Interrupt
object
Interrupt information of channel
Show Properties
Interrupts
array of objects
List of Interrupt objects. Each object consists of StartMsec, EndMsec and Duration of the interruption.
InterruptsPerMinute
float | null
Number of Interrupts / minute
MaxAngerProbability
float
Maximum probability of anger observed in conversation.
MonotonicityRatio
int
Total Normal Speech Duration / Total Conversation Duration
SR
array of objects
List of SR objects, for reference you can check SR Milestone Event .
SpeechDurationMsec
float
Speech duration in milliseconds
SpeedLetterPerSecond
float
Total spoken letters / (SpeechDurationMsec / 1000)
CallDurationMsec
int
Total Call Duration in milliseconds
ConclusionSentiment
float
Conclusion sentiment score of conversation.
{
"Name": "Conversation Analyzer Result",
"Channel": -1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "",
"Data": {
"Agent": {
"AngerDurationMsec": 0.0,
"AverageSentimentResult": 0.0,
"Blocks": {
"BlockCount": 0,
"BlockPerMinute": 0.0,
"BlockRatio": 0.0,
"Blocks": null,
"TotalBlockDurationMsec": 0.0
},
"Confidence": 0,
"Hesitation": {
"Hesitations": null,
"HesitationsPerMinute": 0.0
},
"Interrupt": {
"Interrupts": null,
"InterruptsPerMinute": null
},
"MaxAngerProbability": 0.0,
"MonotonicityRatio": 0,
"SR": [
{
"AngerProbability": 0.0,
"Confidence": 0.949999988079071,
"EndTimeMsec": 4500,
"Monotonicity": 0.0,
"Sentiment": {
"SentimentPhrases": null,
"SentimentScore": 0.0
},
"StartTimeMsec": 37,
"Text": "good morning ",
"TurnId": "",
"Words": null
}
],
"SpeechDurationMsec": 0.0,
"SpeedLetterPerSecond": 0.0
},
"CallDurationMsec": 39361,
"ConclusionSentiment": 0.0,
}
Conversation Insights Explanations Of Data Contents
JSON
ServiceResult
object
Contains the whole result in JSON Format responded from Generative AI - Conversation Insights end point.
Object Properties
results
array of objects | null
contains the results in an array of objects
Object Properties
actions
array of strings | null
Contains the actions taken in the call
conversation_result
string | null
Contains the conversation result
follow_up_actions
array of strings | null
Contains the list of actions to be taken after the call
Id
string | null
Id of the call
improvement_areas
array of strings | null
Contains a list of improvement areas related to the call
negative_feedbacks
array of strings | null
Contains a list of negative feedbacks to the agent in the call.
positive_feedbacks
array of strings | null
Contains a list of positive feedbacks to the agent in the call.
summary
string | null
Summary of the call.
topic
string | null
Detected topic of the call.
{
"Name":"Conversation Insights",
"Channel":-2,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"ServiceResult":{
"results":[
{
"actions":[],
"conversation_result":"",
"follow_up_actions":[],
"id":"",
"improvement_areas":[],
"negative_feedbacks":[],
"non_resolution_risk":"",
"positive_feedbacks":[],
"summary":"",
"topic":""
}
]
}
}
}
Emotion Explanations Of Data Contents
JSON
AngerProbability
float
0.0-1.0 exclusive anger probability of the audio content.
MonotonicityScore
float
0.0-1.0 exclusive monotonicity score of the audio content.
Prediction
string
Emotion prediction of the audio data, can be either “normal ” or “angry ”.
Predictions
array of objects
Array of objects, each object has the confidence score for it’s prediction.
Show Properties
Label
string
The prediction label, either “normal ” or “angry ”
Confidence
float
0.0-1.0 exclusive. The confidence of the prediction,
{
"Name":"Emotion",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"AngerProbability": 0.31643643975257874,
"MonotonicityScore": 0.556348979473114,
"Prediction": "normal",
"Predictions": [
{
"Confidence": 0.6835635900497437,
"Label": "normal"
},
{
"Confidence": 0.31643643975257874,
"Label": "angry"
}
]
}
}
End Of Segment {
"Name": "End Of Segment",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
End Of TTS Fragment {
"Name": "End Of TTS Fragment",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
Final Result {
"Name": "FinalResult",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": ""
}
Gender Change Explanations Of Data Contents
JSON
Gender
string
Detected Gender information. Can be either male
or female
{
"Name": "Gender Change",
"Channel":>=0,
"StartMsec": >=0,
"EndMsec": >=0,
"GroupId": "a_valid_group_id",
"Data": {
"Gender":"male"
}
}
Language Change Explanations Of Data Contents
JSON
Language
string
Language tag. The language tags follow IETF standards. i.e. "en-US".
{
"Name": "Language Change",
"Channel":>=0,
"StartMsec": >=0,
"EndMsec": >=0,
"GroupId": "a_valid_group_id",
"Data": {
"Language":"en-US"
}
}
Language Detected Explanations Of Data Contents
JSON
Language
string
Language tag. The language tags follow IETF standards. i.e. "en-US".
{
"Name": "Language Detected",
"Channel":>=0,
"StartMsec": >=0,
"EndMsec": >=0,
"GroupId": "a_valid_group_id",
"Data": {
"Language":"en-US"
}
}
Merge Audio Ended {
"Name": "Merge Audio Ended",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
Merge Audio Started {
"Name": "Merge Audio Started",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
RTG Notification Explanations Of Data Contents
JSON
externalConversationId
string
Id of conversation taken from startMessage.CallProperties.ExternalId.
scenarioId
int
Id of the scenario defined in RTG Scenarios page.
agentId
string
Agent id as it is defined in CA Users, it is acquired from sending a Determine-User request with parameters taken from startMessage .CallProperties.UserProperties.
typeId
string
Can be one of the values below.
{ WORD: "1", SPEED: "2", MONOTONICITY: "3", SENTIMENT: "4" }
notificationTime
string
The date-time of when the notification was triggered.
value
string
The type specific value of the event. i.e. in a Word scenario, the value is the word that triggered the notification. In a Speed scenario, it is the Letters Per Second value. etc.
sentence
string | undefined
In a word scenario, is the whole sentence the word originated from.
hasTriggeredAChecklist
bool | undefined
If the scenario trigger has started a checklist, the value is true , otherwise, it can be either false or undefined .
checklistId
int | undefined
If this trigger was originated from an agent checklist , and not a normal scenario , the value is the id of the checklist. Otherwise, it is undefined .
checkedStatus
bool | undefined
If the checklist was triggered before its word count, this value is set to true , if the word count is reached, but the awaited words weren’t spoken, this event is triggered with the value false . On root scenarios this is always undefined.
{
"Name": "RTG Notification",
"Channel":0,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "0",
"Data": {
"externalConversationId": "string",
"scenarioId":123
"agentId": "a_valid_agent_id",
"typeId": "1",
"notificationTime":"2025-04-28T08:44:33.308Z",
"value": "appreciate",
"sentence":"Thank you so much, I appreciate it."
"hasTriggeredAChecklist":false,
"checklistId":291,
"checkedStatus":false
}
}
RTG Scenarios Explanations Of Data Contents
JSON
Scenarios
array of objects
The agent and attached data specific scenarios that will be monitored in this session as JSON objects. For the current object schema, refer to the Conversational Analytics/ ext-api/v1/real-time-scenarios
{
"Name": "RTG Scenarios",
"Channel":0,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "0",
"Data": {
"Scenarios":[]
}
}
RTG State Explanations Of Data Contents
JSON
externalConversationId
string
Id of conversation taken from startMessage.CallProperties.ExternalId.
agentId
string
Agent ID as it is defined in CA Users , it is acquired by sending a Determine-User request with parameters taken from startMessage .CallProperties.UserProperties.
eventType
string
Can be one of the values below.
{CONVERSATIONSTART : 1, CONVERSATIONEND : 2, CONVERSATIONPAUSE : 3, CONVERSATIONRESUME : 4}
eventTime
string
The date-time of when the event occured.
payload
string
Stringified JSON Payload object.
Payload
languageCode
string
Language code for the conversation, taken from node config and start message. The language tags follow IETF standards. i.e. "en-US"
textBased
bool
true if the call is happening on text, false if communication is done through audio.
caStartMessage
object | null
Object directly copied from StartMessage.CA
{
"Name": "RTG State",
"Channel":0,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "0",
"Data": {
"externalConversationId": "cd74c7b315384ca0",
"agentId": "036d3721-7cc6-ade0-0842-39fcfd9ca1a6",
"eventType": 1,
"eventTime": "2025-04-28T07:53:40.638Z",
"payload": "\"languageCode\":"
"\"en-US\",\"textBased\":false,\"caStartMessage\":",
}
}
RTG Supervisor Message Explanations Of Data Contents
JSON
message
string
Message content.
messageTime
string
Creation datetime of the message
supervisorName
string
Name of the supervisor.
supervisorSurname
string
Surname of the supervisor.
supervisorId
string
Id of the supervisor.
{
"Name": "RTG Supervisor Message",
"Channel":0,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "0",
"Data": {
"message":"a valid message from supervisor",
"messageTime":"2024-05-13T14:31:17.1551801Z",
"supervisorName":"admin",
"supervisorSurname":"sys",
"supervisorId":"5897290a-ebec-3abf-094d-39fc716458af"
}
}
RTG Transcript Explanations Of Data Contents
JSON
agentId
string
Agent id as it is defined in CA Users , it is acquired from sending a Determine-User request with parameters taken from startMessage .CallProperties.UserProperties.
channel
int
1 for agent , 2 for customer .
externalConversationId
string
Id of conversation taken from startMessage.CallProperties.ExternalId.
sentence
string
Sentence spoken by the agent or the customer..
sentimentResult
int | undefined
1 for positive, 2 for negative , 3 for neutral . Only available in Customer channel.
sentimentScore
string | undefined
Stringified sentiment score taken from the Sentiment event. Only available in Agent channel.
transcriptTime
string
Date-time of when the sentence was spoken.
{
"Name": "RTG Transcript",
"Channel":0,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "0",
"Data": {
"agentId": "a_valid_agent_id",
"channel": 1,
"externalConversationId": "a83b8e569e634ca4",
"sentence": "good morning",
"sentimentResult": 3,
"sentimentScore": "0",
"transcriptTime": "2025-04-28T08:44:33.308Z"
}
}
Sentiment Explanations Of Data Contents
JSON
score
float
‘-1.0’ to ‘1.0’ inclusive sentiment score of the sentence for the group.
sentiment_phrases
array of objects
An array of Sentiment Phrase objects, is generally empty if sentiment is neutral or v2 API is being used.
Sentiment Phrase Properties
content
string
The word that made the score non-neutral..
sentiment
string
The sentiment score of the word, can be positive, negative, neutral, irony .
severity
string
How much the word affects the overall sentiment, can be low, medium, high.
{
"Name": "Sentiment",
"Channel":>=0,
"StartMsec": >=0,
"EndMsec": >=0,
"GroupId": "",
"Data": {
"score": -0.19,
"sentiment_phrases": [
{
"content": "terrifying",
"sentiment": "negative",
"severity": "medium"
},
{
"content": "amazing",
"sentiment": "positive",
"severity": "low"
}
]
}
}
Speech Ended {
"Name": "Speech Ended",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
Speech Started {
"Name": "Speech Started",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
Speech Quality Explanations Of Data Contents
JSON
Mos
float
1.0-5.0 exclusive. MOS (Mean Opinion Score) value in float form.
{
"Name":"Age Change",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Mos":3.5134799480438232
}
}
SR Milestone Explanations Of Data Contents
JSON
Text
string
Speech recognition result.
TextAttributes
string
Comma separated attributes each service introduced into the event.
Possible Text Attributes
recognized
punctuated,
normalized
corrected
filtered
streaming
Confidence
float
0.0-1.0 exclusive confidence of the utterance between StartMsec and EndMsec in Channel.
Words
array | null
An array of Word objects for each word in Text. Only available in certain Speech Recognition models.
Word Properties
Word
string
The word without any punctuation.
WordType
string
Word type, can be Normal .
Confidence
int
0-100 exclusive confidence of recognized word
StartTimeMsec
int
Start Time of word from the beginning of the conversation in milliseconds
EndTimeMsec
int
End Time of word from the beginning of the conversation in milliseconds
{
"Name":"SR Milestone",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Text":"Good morning!",
"TextAttributes":"recognized, punctuated",
"Confidence": 0.92,
"Words": [
{
"Confidence":99,
"EndTimeMsec": 279,
"StartTimeMsec": 239,
"Word": "good",
"WordType":"Normal"
},
{
"Confidence":99,
"EndTimeMsec": 879,
"StartTimeMsec": 559,
"Word": "morning",
"WordType":"Normal"
}
]
}
}
SR Partial Explanations Of Data Contents
JSON
Text
string
Speech recognition result in an unpunctuated sentence form
{
"Name":"SR Partial",
"Channel":>=0,
"StartMsec":-1,
"EndMsec":-1,
"GroupId":"",
"Data": {
"Text":"okay mister john"
}
"Tags":[]
}
Start Of Segment {
"Name": "Start Of Segment",
"Channel":-1,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "a_valid_group_id"
}
Start Of TTS Fragment Explanations Of Data Contents
JSON
Text
string | undefined
The text used for the synthesis.
{
"Name":"Start Of TTS Fragment",
"Channel":0,
"StartMsec":-1,
"EndMsec":-1,
"GroupId":"a_valid_group_id",
"Data": {
"Text":"okay mister john",
}
"Tags":[]
}
Subtitle Generated Explanations Of Data Contents
JSON
Subtitle Format
string
A valid .srt formatted string. instead of line breaks, \n
characters are placed instead..
{
"Name":"Subtitle Generated",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Subtitle Format":"\n1\n00:00:00,037 --> hello"
}
}
Summarize Explanations Of Data Contents
JSON
Summary
string
Summary of the session in a punctuated string..
{
"Name":"Summarize",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Summary":"A short summary of input"
}
}
Topic Detected Explanations Of Data Contents
JSON
Topics
array of objects
Top 3 detected topics for the session, in object form.
Object Properties
Topic
string
Topic detection response in a punctuated sentence.
.
{
"Name":"Topic Detected",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"Topics": [
{
"Topic": "Greetings and Address Confirmation"
},
{
"Topic": "Contact Information Update"
},
{
"Topic": "Customer Service Interaction"
}
]
}
}
Translation Explanations Of Data Contents
JSON
Text
string
Translated text result.
SourceText
string | null
Source text of translation.
SourceLanguage
string | null
Source Text’s Language tag. The language tags follow IETF standards. i.e. "en-US".
TargetLanguage
string | null
Outputted Text’s Language tag. The language tags follow IETF standards. i.e. "en-US".
{
"Name":"Translation",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"a_valid_group_id",
"Data": {
"Text":"Good morning!",
"SourceText":"Buenos Dias!",
"SourceLanguage":"es-ES",
"TargetLanguage":"en-US"
}
}
VBCallEvent Explanations Of Data Contents
JSON
AgentIdentifier
string
Agent Id as defined in VB Interface
CallIdentifier
string
Call Id as it is defined in StartMessage .CallProperties.ExternalId
CallMetaData
array of objects | null
Call relevant metadata defined in VB.
CustomerPhoneNumber
string
Customer Phone Number as defined in StartMessage .CallProperties.CustomerPhoneNumber
EventType
string
Event Type Enum in string format.
TenantId
string
Tenant Id defined in VB
UserCode
string
User code given to customer in VB.
{
"Name": "VBCallEvent",
"Channel": 0,
"StartMsec": -1,
"EndMsec": -1,
"GroupId": "",
"Data": {
"AgentIdentifier": "1234",
"CallIdentifier": "459df5fd32c24317",
"CallMetaData": [],
"CustomerPhoneNumber": "12341234",
"EventType": "CallStarted",
"TenantId": "3a1b0a86-1030-e5f7-e730-91216357c85f",
"UserCode": "12341234"
}
}
VBStreamState Explanations Of Data Contents
JSON
State
string
Can be one of “Start”, “Stop” .
TransactionId
string
VB transaction ID for starting or stopping transaction.
{
"Name":"VBStreamState",
"Channel":>=0,
"StartMsec":>=0,
"EndMsec":>=0,
"GroupId":"",
"Data": {
"State":"Start",
"TransactionId":"a_valid_transaction_id"
}
}
VBTransactionEvent Explanations Of Data Contents
JSON
AgentIdentifier
string
Agent Id as defined in VB Interface
CallIdentifier
string
Call Id as it is defined in StartMessage .CallProperties.ExternalId
CallMetaData
array of objects | null
Call relevant metadata defined in VB.
CustomerPhoneNumber
string
Customer Phone Number as defined in StartMessage .CallProperties.CustomerPhoneNumber
OperationResult
object
Object Properties
ResultText
string
Result information of the transaction event.
ResultType
string
Result type in string enum.
TransactionDetails
object
Contains the transaction specific details such as id, status, type, and completeness.
Object Properties
IsComplete
bool
Completeness of transaction.
Status
string
Status enum in string format.
TransactionId
int
Id of the transaction.
TransactionType
string
Transaction type in string enum.
VoiceDetails
object
Contains speech information such as total, stored, discarded, and required.
Object Properties
DiscardedSpeech
int
Length of discarded speech in milliseconds.
ProcessResult
string
Result message of the process.
SpeechResult
string
Result of the speech that was received .
StoredSpeech
int
Length of total stored speech.
TotalRequiredSpeech
int
How long the speech should be in milliseconds to finish transaction.
TotalSpeech
int
DiscardedSpeech + StoredSpeech in milliseconds.
TenantId
string
Tenant identifier defined in VB.
{
"Name":"VBTransactionEvent",
"Channel":0,
"StartMsec":-1,
"EndMsec":-1,
"GroupId":"",
"Data": {
"AgentIdentifier": "1234",
"CallIdentifier": "459df5fd32c24317",
"CallMetaData": null,
"CustomerPhoneNumber": "12341234",
"OperationResult": {
"ResultText": "Audio collector started. Votg transaction is ongoing.",
"ResultType": "Ongoing",
"TransactionDetails": {
"IsComplete": false,
"Status": "Ongoing",
"TransactionId": 26,
"TransactionType": "Authentication"
},
"VoiceDetails": {
"DiscardedSpeech": 0,
"ProcessResult": "ProcessResultNone",
"SpeechResult": "SpeechStored",
"StoredSpeech": 0,
"TotalRequiredSpeech": 5000,
"TotalSpeech": 0
}
},
"TenantId": "3a1b0a86-1030-e5f7-e730-91216357c85f"
}
}
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