General Structure
Explanations | JSON |
The name of the event.
Channel of the event, first channel starts from 0.
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Special Event Structures
Age Change
Explanations Of Data Contents | JSON |
Age value in integer form. |
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CallStateUpdate
Explanations Of Data Contents | JSON |
Call properties for the event. You can see the Properties of CallProperties here. |
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Change Insights
Explanations Of Data Contents | JSON |
Semicolon separated insights. The names of the insights can be found in the GenerativeAI / Conversation Insights endpoint |
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Chat Response
Explanations Of Data Contents | JSON |
Content of the first message. i.e what ChatGPT would respond within the UI.
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. |
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Conversation Analyzer Result
Explanations Of Data Contents | JSON |
. Acoustic and sentiment analysis of the channel.
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Conversation Insights
Explanations Of Data Contents | JSON |
Contains the whole result in JSON Format responded from Generative AI - Conversation Insights end point.
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Emotion
Explanations Of Data Contents | JSON |
0.0-1.0 exclusive anger probability of the audio content.
0.0-1.0 exclusive monotonicity score of the audio content.
Emotion prediction of the audio data, can be either “normal” or “angry”.
Array of objects, each object has the confidence score for it’s prediction.
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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 |
Detected Gender information. Can be either |
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Language Change
Explanations Of Data Contents | JSON |
Language tag. The language tags follow IETF standards. i.e. "en-US". |
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Language Detected
Explanations Of Data Contents | JSON |
Language tag. The language tags follow IETF standards. i.e. "en-US". |
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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 |
Id of conversation taken from startMessage.CallProperties.ExternalId.
Id of the scenario defined in RTG Scenarios page.
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.
Can be one of the values below.
The date-time of when the notification was triggered.
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.
In a word scenario, is the whole sentence the word originated from.
If the scenario trigger has started a checklist, the value is true, otherwise, it can be either false or 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.
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. |
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RTG Scenarios
Explanations Of Data Contents | JSON |
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 |
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RTG State
Explanations Of Data Contents | JSON |
Id of conversation taken from startMessage.CallProperties.ExternalId.
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.
Can be one of the values below.
The date-time of when the event occured.
Stringified JSON Payload object.
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RTG Supervisor Message
Explanations Of Data Contents | JSON |
Message content.
Creation datetime of the message
Name of the supervisor.
Surname of the supervisor.
Id of the supervisor. |
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RTG Transcript
Explanations Of Data Contents | JSON |
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.
1 for agent, 2 for customer.
Id of conversation taken from startMessage.CallProperties.ExternalId.
Sentence spoken by the agent or the customer..
1 for positive, 2 for negative, 3 for neutral. Only available in Customer channel.
Stringified sentiment score taken from the Sentiment event. Only available in Agent channel.
Date-time of when the sentence was spoken. |
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Sentiment
Explanations Of Data Contents | JSON |
‘-1.0’ to ‘1.0’ inclusive sentiment score of the sentence for the group.
An array of Sentiment Phrase objects, is generally empty if sentiment is neutral or v2 API is being used.
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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 |
1.0-5.0 exclusive. MOS (Mean Opinion Score) value in float form. |
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SR Milestone
Explanations Of Data Contents | JSON |
Speech recognition result.
Comma separated attributes each service introduced into the event.
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SR Partial
Explanations Of Data Contents | JSON |
Speech recognition result in an unpunctuated sentence form |
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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 |
The text used for the synthesis. |
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Subtitle Generated
Explanations Of Data Contents | JSON |
A valid .srt formatted string. instead of line breaks, |
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Summarize
Explanations Of Data Contents | JSON |
Summary of the session in a punctuated string.. |
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Topic Detected
Explanations Of Data Contents | JSON |
Top 3 detected topics for the session, in object form.
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Translation
Explanations Of Data Contents | JSON |
Translated text result.
Source text of translation.
Source Text’s Language tag. The language tags follow IETF standards. i.e. "en-US".
Outputted Text’s Language tag. The language tags follow IETF standards. i.e. "en-US". |
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VA Async Output
Explanations Of Data Contents | JSON |
The data contents are defined as an Activity Object. To learn more about activity objects, you can check this link |
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VA Activity Event
Explanations Of Data Contents | JSON |
Must contain the whole activity object in it. “serviceUrl”, “channelId”, “.conversation.id” will be added to the object if not provided. |
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VBCallEvent
Explanations Of Data Contents | JSON |
Agent Id as defined in VB Interface
Call Id as it is defined in StartMessage.CallProperties.ExternalId
Call relevant metadata defined in VB.
Customer Phone Number as defined in StartMessage.CallProperties.CustomerPhoneNumber
Event Type Enum in string format.
Tenant Id defined in VB
User code given to customer in VB. |
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VBStreamState
Explanations Of Data Contents | JSON |
Can be one of “Start”, “Stop”.
VB transaction ID for starting or stopping transaction. |
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VBTransactionEvent
Explanations Of Data Contents | JSON |
Agent Id as defined in VB Interface
Call Id as it is defined in StartMessage.CallProperties.ExternalId
Call relevant metadata defined in VB.
Customer Phone Number as defined in StartMessage.CallProperties.CustomerPhoneNumber
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