Terjemahan disediakan oleh mesin penerjemah. Jika konten terjemahan yang diberikan bertentangan dengan versi bahasa Inggris aslinya, utamakan versi bahasa Inggris.
Contoh file keluaran analitik percakapan Lensa Kontak untuk panggilan
Bagian berikut memberikan contoh output yang dihasilkan ketika analisis percakapan Lensa Kontak mendeteksi masalah, mencocokkan kategori, menunjukkan kenyaringan, dan menyunting data sensitif.
Perluas setiap bagian untuk mempelajari lebih lanjut.
Contoh berikut menunjukkan skema untuk panggilan yang analitik percakapan Lensa Kontak telah dianalisis. Contoh menunjukkan kenyaringan, deteksi masalah, driver panggilan, dan informasi yang akan dihapus.
Perhatikan hal berikut tentang file yang dianalisis:
-
Itu tidak menunjukkan data sensitif mana yang disunting. Semua data disebut sebagai PII (informasi yang dapat diidentifikasi secara pribadi).
-
Setiap giliran mencakup
Redactionbagian hanya jika termasukPII. -
Jika ada
Redactionbagian, itu termasuk offset dalam milidetik. Dalam file.wav, bagian yang disunting akan diam. Jika diinginkan, Anda dapat menggunakan offset untuk mengganti keheningan dengan sesuatu yang lain, seperti bunyi bip. -
Jika dua atau lebih PII redaksi ada secara bergantian, offset pertama berlaku untuk yang pertamaPII, offset kedua berlaku untuk yang keduaPII, dan seterusnya.
{ "Version": "1.1.0", "AccountId": "your AWS account ID", "Channel": "VOICE", "ContentMetadata": { "Output": "Raw" }, "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "CUSTOMER", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "AGENT", "ParticipantRole": "AGENT" } ], "Categories": { "MatchedCategories": ["Cancellation"], "MatchedDetails": { "Cancellation": { "PointsOfInterest": [ { "BeginOffsetMillis": 7370, "EndOffsetMillis": 11190 } ] } } }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "TotalConversationDurationMillis": 32110, "Sentiment": { "OverallSentiment": { "AGENT": 0, "CUSTOMER": 3.1 }, "SentimentByPeriod": { "QUARTER": { "AGENT": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 7427, "Score": 0 }, { "BeginOffsetMillis": 7427, "EndOffsetMillis": 14855, "Score": -5 }, { "BeginOffsetMillis": 14855, "EndOffsetMillis": 22282, "Score": 0 }, { "BeginOffsetMillis": 22282, "EndOffsetMillis": 29710, "Score": 5 } ], "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 8027, "Score": -2.5 }, { "BeginOffsetMillis": 8027, "EndOffsetMillis": 16055, "Score": 5 }, { "BeginOffsetMillis": 16055, "EndOffsetMillis": 24082, "Score": 5 }, { "BeginOffsetMillis": 24082, "EndOffsetMillis": 32110, "Score": 5 } ] } } }, "Interruptions": { "InterruptionsByInterrupter": { "CUSTOMER": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ], "AGENT": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ] }, "TotalCount": 2, "TotalTimeMillis": 7580 }, "NonTalkTime": { "TotalTimeMillis": 0, "Instances": [] }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 239 }, "CUSTOMER": { "AverageWordsPerMinute": 163 } } }, "TalkTime": { "TotalTimeMillis": 28698, "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 15079 }, "CUSTOMER": { "TotalTimeMillis": 13619 } } } }, "CustomModels": [ { // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html "Type": "TRANSCRIPTION_VOCABULARY", "Name": "ProductNames", "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field } ], "Transcript": [ { "BeginOffsetMillis": 0, "Content": "Okay.", "EndOffsetMillis": 90, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 79.27 ] }, { "BeginOffsetMillis": 160, "Content": "Just hello. My name is Peter and help.", "EndOffsetMillis": 4640, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL", "LoudnessScore": [ 66.56, 40.06, 85.27, 82.22, 77.66 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 3290, "EndOffsetMillis": 3620 } ] } }, { "BeginOffsetMillis": 4640, "Content": "Hello. Peter, how can I help you?", "EndOffsetMillis": 6610, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 70.23, 73.05, 71.8 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 5100, "EndOffsetMillis": 5450 } ] } }, { "BeginOffsetMillis": 7370, "Content": "I need to cancel. I want to cancel my plan subscription.", "EndOffsetMillis": 11190, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEGATIVE", "LoudnessScore": [ 77.18, 79.59, 85.23, 81.08, 73.99 ], "IssuesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 55 }, "Text": "I need to cancel. I want to cancel my plan subscription" } ] }, { "BeginOffsetMillis": 11220, "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.", "EndOffsetMillis": 15210, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEGATIVE", "LoudnessScore": [ 75.92, 75.79, 80.31, 80.44, 76.31 ] }, { "BeginOffsetMillis": 15840, "Content": "That sounds interesting. Thank you accept.", "EndOffsetMillis": 18120, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 73.77, 79.17, 77.97, 79.29 ] }, { "BeginOffsetMillis": 18310, "Content": "Alright, I made all the changes to the account and now these discounts applied.", "EndOffsetMillis": 21820, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 83.88, 86.75, 86.97, 86.11 ], "OutcomesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 9, "EndOffsetChar": 77 }, "Text": "I made all the changes to the account and now these discounts applied" } ] }, { "BeginOffsetMillis": 22610, "Content": "Awesome. Thank you so much.", "EndOffsetMillis": 24140, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 79.11, 81.7, 78.15 ] }, { "BeginOffsetMillis": 24120, "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.", "EndOffsetMillis": 29710, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "POSITIVE", "LoudnessScore": [ 87.07, 83.96, 76.38, 88.38, 87.69, 76.6 ], "ActionItemsDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 12, "EndOffsetChar": 102 }, "Text": "I will send you all the details later today and call you back next week to check up on you" } ] }, { "BeginOffsetMillis": 30580, "Content": "Thank you. Sir. Have a nice evening.", "EndOffsetMillis": 32110, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 81.42, 82.29, 73.29 ] } ] } }
Bagian ini menunjukkan contoh file yang disunting untuk panggilan setelah dianalisis oleh analisis percakapan Lensa Kontak. Ini adalah kembaran dari file yang dianalisis asli. Satu-satunya perbedaan adalah bahwa data sensitif disunting. Dalam contoh ini, tiga entitas dipilih untuk redaksi: "CREDIT_DEBIT_NUMBER“," NAME “,"USERNAME”.
Dalam contoh ini, RedactionMaskMode diatur kePII. Ketika entitas disunting, Lensa Kontak menggantikannya dengan. [PII] Jika disetel keENTITY_TYPE, Contact Lens akan mengganti data dengan nama entitas, misalnya,[CREDIT_DEBIT_NUMBER].
{ "Version": "1.1.0", "AccountId": "your AWS account ID", "ContentMetadata": { "Output": "Redacted", "RedactionTypes": ["PII"], "RedactionTypesMetadata": { "PII": { "RedactionEntitiesRequested": ["CREDIT_DEBIT_NUMBER", "NAME", "USERNAME"], "RedactionMaskMode": "PII" // if you were to choose ENTITY_TYPE instead, the redaction would say, for example, [NAME] } } }, "Channel": "VOICE", "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "CUSTOMER", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "AGENT", "ParticipantRole": "AGENT" } ], "Categories": { "MatchedCategories": ["Cancellation"], "MatchedDetails": { "Cancellation": { "PointsOfInterest": [ { "BeginOffsetMillis": 7370, "EndOffsetMillis": 11190 } ] } } }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "TotalConversationDurationMillis": 32110, "Sentiment": { "OverallSentiment": { "AGENT": 0, "CUSTOMER": 3.1 }, "SentimentByPeriod": { "QUARTER": { "AGENT": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 7427, "Score": 0 }, { "BeginOffsetMillis": 7427, "EndOffsetMillis": 14855, "Score": -5 }, { "BeginOffsetMillis": 14855, "EndOffsetMillis": 22282, "Score": 0 }, { "BeginOffsetMillis": 22282, "EndOffsetMillis": 29710, "Score": 5 } ], "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 8027, "Score": -2.5 }, { "BeginOffsetMillis": 8027, "EndOffsetMillis": 16055, "Score": 5 }, { "BeginOffsetMillis": 16055, "EndOffsetMillis": 24082, "Score": 5 }, { "BeginOffsetMillis": 24082, "EndOffsetMillis": 32110, "Score": 5 } ] } } }, "Interruptions": { "InterruptionsByInterrupter": { "CUSTOMER": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ], "AGENT": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ] }, "TotalCount": 2, "TotalTimeMillis": 7580 }, "NonTalkTime": { "TotalTimeMillis": 0, "Instances": [] }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 239 }, "CUSTOMER": { "AverageWordsPerMinute": 163 } } }, "TalkTime": { "TotalTimeMillis": 28698, "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 15079 }, "CUSTOMER": { "TotalTimeMillis": 13619 } } } }, "CustomModels": [ { // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html "Type": "TRANSCRIPTION_VOCABULARY", "Name": "ProductNames", "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field } ], "Transcript": [ { "BeginOffsetMillis": 0, "Content": "Okay.", "EndOffsetMillis": 90, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 79.27 ] }, { "BeginOffsetMillis": 160, "Content": "Just hello. My name is [PII] and help.", "EndOffsetMillis": 4640, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL", "LoudnessScore": [ 66.56, 40.06, 85.27, 82.22, 77.66 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 3290, "EndOffsetMillis": 3620 } ] } }, { "BeginOffsetMillis": 4640, "Content": "Hello. [PII], how can I help you?", "EndOffsetMillis": 6610, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 70.23, 73.05, 71.8 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 5100, "EndOffsetMillis": 5450 } ] } }, { "BeginOffsetMillis": 7370, "Content": "I need to cancel. I want to cancel my plan subscription.", "EndOffsetMillis": 11190, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEGATIVE", "LoudnessScore": [ 77.18, 79.59, 85.23, 81.08, 73.99 ], "IssuesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 55 }, "Text": "I need to cancel. I want to cancel my plan subscription" } ] }, { "BeginOffsetMillis": 11220, "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.", "EndOffsetMillis": 15210, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEGATIVE", "LoudnessScore": [ 75.92, 75.79, 80.31, 80.44, 76.31 ] }, { "BeginOffsetMillis": 15840, "Content": "That sounds interesting. Thank you accept.", "EndOffsetMillis": 18120, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 73.77, 79.17, 77.97, 79.29 ] }, { "BeginOffsetMillis": 18310, "Content": "Alright, I made all the changes to the account and now these discounts applied.", "EndOffsetMillis": 21820, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 83.88, 86.75, 86.97, 86.11 ], "OutcomesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 9, "EndOffsetChar": 77 }, "Text": "I made all the changes to the account and now these discounts applied" } ] }, { "BeginOffsetMillis": 22610, "Content": "Awesome. Thank you so much.", "EndOffsetMillis": 24140, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 79.11, 81.7, 78.15 ] }, { "BeginOffsetMillis": 24120, "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.", "EndOffsetMillis": 29710, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "POSITIVE", "LoudnessScore": [ 87.07, 83.96, 76.38, 88.38, 87.69, 76.6 ], "ActionItemsDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 12, "EndOffsetChar": 102 }, "Text": "I will send you all the details later today and call you back next week to check up on you" } ] }, { "BeginOffsetMillis": 30580, "Content": "Thank you. Sir. Have a nice evening.", "EndOffsetMillis": 32110, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 81.42, 82.29, 73.29 ] } ] }
