Exemplos de fluxos de segmentos de análise de conversação para analisar chamadas usando o Contact Lens
Este tópico fornece exemplos de fluxos de segmentos de eventos STARTED, SEGMENTS, COMPLETED e FAILED que podem ocorrer durante um contato de voz.
Exemplo de evento STARTED
-
EventType: STARTED
-
Publicado no início da sessão de análise de conversação.
{
"Version": "1.0.0",
"Channel": "VOICE",
"AccountId": "123456789012", // your AWS account ID
"InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111", // your Amazon Connect instance ID
"ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
"LanguageCode": "en-US", // the language code of the contact
"EventType": "STARTED"
}
Exemplo de evento SEGMENTS
-
EventType: SEGMENTS
-
Publicado durante uma sessão de análise de conversação. Esse evento contém uma lista de segmentos com informações analisadas. A lista de segmentos pode incluir segmentos “
Utterance
”, “Transcript
”, “Categories
” ou “PostContactSummary
”.
{
"Version": "1.0.0",
"Channel": "VOICE",
"AccountId": "123456789012", // your AWS account ID
"InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111", // your Amazon Connect instance ID
"ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
"LanguageCode": "en-US", // the language code of the contact
"EventType": "SEGMENTS",
"Segments": [
{
"Utterance": {
"Id": "7b48ca3d-73d3-443a-bf34-a9e8fcc01747",
"TranscriptId": "121d1581-905f-4169-9804-b841bb4df04a",
"ParticipantId": "AGENT",
"ParticipantRole": "AGENT",
"PartialContent": "Hello, thank you for calling Example Corp. My name is Adam.",
"BeginOffsetMillis": 19010,
"EndOffsetMillis": 22980
}
},
{
"Utterance": {
"Id": "75acb743-2154-486b-aaeb-c960ae290e88",
"TranscriptId": "121d1581-905f-4169-9804-b841bb4df04a",
"ParticipantId": "AGENT",
"ParticipantRole": "AGENT",
"PartialContent": "How can I help you?",
"BeginOffsetMillis": 23000,
"EndOffsetMillis": 24598
}
},
{
"Transcript": {
"Id": "121d1581-905f-4169-9804-b841bb4df04a",
"ParticipantId": "AGENT",
"ParticipantRole": "AGENT",
"Content": "Hello, thank you for calling Example Corp. My name is Adam. How can I help you?",
"BeginOffsetMillis": 19010,
"EndOffsetMillis": 24598,
"Sentiment": "NEUTRAL"
}
},
{
"Transcript": {
"Id": "4295e927-43aa-4447-bbfc-8fccc2027530",
"ParticipantId": "CUSTOMER",
"ParticipantRole": "CUSTOMER",
"Content": "I'm having trouble submitting the application, number AX876293 on the portal. I tried but couldn't connect to my POC on the portal. So, I'm calling on this toll free number",
"BeginOffsetMillis": 19010,
"EndOffsetMillis": 22690,
"Sentiment": "NEGATIVE",
"IssuesDetected": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 81
}
}
]
}
},
{
"Categories": {
"MatchedCategories": [
"CreditCardRelated",
"CardBrokenIssue"
],
"MatchedDetails": {
"CreditCardRelated": {
"PointsOfInterest": [
{
"BeginOffsetMillis": 19010,
"EndOffsetMillis": 22690
}
]
},
"CardBrokenIssue": {
"PointsOfInterest": [
{
"BeginOffsetMillis": 25000,
"EndOffsetMillis": 29690
}
]
}
}
}
},
{
"PostContactSummary": {
"Content": "Customer contacted Example Corp because of an issue with their application",
"Status": "COMPLETED"
}
}
]
}
Exemplo de evento COMPLETED
-
EventType: COMPLETED
-
Publicado no final da sessão de análise de conversação, se a análise for concluída com êxito.
{
"Version": "1.0.0",
"Channel": "VOICE",
"AccountId": "123456789012", // your AWS account ID
"InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111", // your Amazon Connect instance ID
"ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
"LanguageCode": "en-US", // the language code of the contact
"EventType": "COMPLETED"
}
Exemplo de evento FAILED
-
EventType: FAILED
-
Publicado no final da sessão de análise de conversação em caso de falha na análise.
{
"Version": "1.0.0",
"Channel": "VOICE",
"AccountId": "123456789012", // your AWS account ID
"InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111", // your Amazon Connect instance ID
"ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
"LanguageCode": "en-US", // the language code of the contact
"EventType": "FAILED"
}