View extracted information

Extracted information is available in the following locations:

Contact Control Panel (CCP)

During the after-call work process, any information extracted with an ACW analysis event source is displayed in the Extracted Information widget in the CCP.

Contact details page

After the contact ends, all extracted information appears in the Extracted Information section of the Contact details page.

Contact search

You can search for contacts by extracted information values using the Extracted Information filter in the Contact search dropdown.

Errors

If information extraction fails with a runtime error, the failure is displayed similarly to a category error.

In the UI (Contact details page)

Failed extractions are displayed with dashed borders, transparent backgrounds, and an error icon. Hovering over a failed extraction shows why it failed.

In the S3 analysis output file

Failed extractions appear under JobDetails.SkippedAnalysis with the feature INFORMATION_EXTRACTION and a reason code:

"SkippedAnalysis": [
    {
        "Feature": "INFORMATION_EXTRACTION",
        "ReasonCode": "QUOTA_EXCEEDED",
        "SkippedEntities": [
            { "ExtractionName": "Flight Number", "RuleId": "a113..." }
        ]
    },
    {
        "Feature": "INFORMATION_EXTRACTION",
        "ReasonCode": "FAILED_SAFETY_GUIDELINES",
        "SkippedEntities": [
            { "ExtractionName": "Credit Card Type", "RuleId": "cccc..." }
        ]
    }
]

Common failure reasons