CA Realtime
- 30 Apr 2025
- 3 Minutes to read
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CA Realtime
- Updated on 30 Apr 2025
- 3 Minutes to read
- Contributors
- Print
- PDF
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Integration node for Conversational Analytics (CA) Realtime, also known as Real-Time Guidance (RTG).
Parameters
name | description | default |
|---|---|---|
| Address | Address of the Conversational Analytics | http://ca-external-api.sestek-ca |
| IgnoreSslErrors | Ignore any certificate errors if Conversational Analytics address contains https | false |
| CredentialId | Id of the credential that will be used for Conversational Analytics http calls. | None |
Inputs
Audio
none
Events
| name | description | known nodes that generate this event |
|---|---|---|
| SR Milestone | Speech Recognition results, used for wildcard phrase checks in word scenarios, LetterPerSecond generation in speed scenarios, and transcript generation. | SR Http, SR WebSocket |
| Emotion | Audio Emotion results. The node checks if monotonicity is outside normal ranges depending on the scenario. | Emotion |
| Sentiment | Text Sentiment results. Used in transcript generation on Customer's channel, and negative sentiment scenarios. | Sentiment |
| CallStateUpdate | Updates CA Conversation Status depending on Call State, can be Start, End, On Hold, Continue etc. | Entry, External Relay |
Outputs
Audio
none
Events
| default | description |
|---|---|
| RTG Scenarios | This event contains the active and filtered scenarios. The scenarios are contained within an array. This event is generated at startup. |
| RTG State | This event contains the Conversation State updates. These events are generated when the conversation state changes. |
| RTG Notification | This event is generated whenever a notification is triggered, and contains the notification information. |
| RTG Transcript | This event occurs whenever a transcript is generated and has sentiment information if it is a customer sentiment. |
Remarks
Requirements
"StartMessage" requirements
"StartMessage" should contain
- At least one definition under "CallProperties.UserProperties" except for AgentName. This let's CA determine the agent and corresponding scenarios in this session. Since AgentName cannot be used to determine the agent, we need one of the other unique identifiers.
- Definitions for ChannelTags. This specifies which channel belongs to the customer and which to the agent.
- Other fields are optional.
{
"CallProperties":
{
"ExternalId":"", // string
"UserProperties":
{
"AgentName":"", // string
"DeviceId":"", //string
"ExternalId":"", //string
"PbxAgentId":"" //string
},
"CustomerPhoneNumber": "", // string
"Direction": 1, // integer
"CallerNumber":"", // string
"CalledNumber":"", // string
"CallStartTime":"" // ISO 8601 DateTime formatted string
},
"Settings":
{
"ChannelTags":
[
"a_tag_for_channel_0", //string seperated by "," or ";"
"a_tag_for_channel_1;another_tag_for_channel_1" //string separated by "," or ";"
]
}
}
"StartMessage" example
{
"CallProperties":
{
"ExternalId":"a_valid_call_id",
"UserProperties":
{
"PbxAgentId":"a_valid_pbx_agent_id"
"ExternalId":"a_valid_external_id"
},
"CallStartTime":"2022-10-31T09:00:00Z"
},
"Settings":
{
"ChannelTags":
[
"agent",
"customer"
]
}
}
Workflow
This node first determines the applicable CA scenarios. Then it processes incoming Data Flow events and sends relevant information to CA servers.
Moments
While information is flowing to CA, call related events can be observed in the RTG Moments board.
RTG Dashboard
At the start of session, the node notifies RTG that the determined agent is on a call. Which changes the Conversation Status of the agent in RTG Dashboard.
Upon receiving CallStateUpdate events from the client, or when the call ends, the node informs CA to change the conversation Status accordingly.
Transcripts
CA Realtime node provides transcripts to CA in real time. It also includes customer side sentiment information in the transcripts if available.
Project Structure
The CA Realtime node requires a Channel Switch node. Input from two SR Http nodes, Emotion from the Agent channel, and Sentiment from the Customer channel.
The default project ca-online in Data Flow contains a ready to use CA Realtime node.
Supported flow types
Stream, Batch
Release Notes
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