Events

08 May 2025
12 Minutes to read
Contributors

Events

Updated on 08 May 2025
12 Minutes to read
Contributors

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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.

Magic Channel Indexes

-1: Invalid
-2: All

StartMsec int

Starting millisecond of the event.

Magic Millisecond Specifiers

-1: Invalid

EndMsec int

End millisecond of the event.

Magic Millisecond Specifiers

-1: Invalid

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 
    }
  }

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,
        
}

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": ""
}

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"
    }
}

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.

{
    "Name":"Translation",
    "Channel":>=0,
    "StartMsec":>=0,
    "EndMsec":>=0,
    "GroupId":"a_valid_group_id",
    "Data": {
        "Text":"Good morning!"
    }
}

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"
    }
}

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What's Next

Messages (Requests)

Table of contents

General Structure
Special Event Structures