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
CallPropertiesobject
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
Genderstring
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
Languagestring
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
Languagestring
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
supervisorNamestring
Name of the supervisor.
supervisorSurnamestring
Surname of the supervisor.
supervisorIdstring
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"
}
}
