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Currently the Interaction Content API has the following resources:

  • Interactions
    An interaction is any communication between an agent and a customer (chat, email, SMS, etc.) made or received within Vonage Contact Center (VCC). Interactions can be initiated by an agent, a customer or a system.
    In the Interaction Content API, the Interactions resource represents a collection of interactions. The interactions in the collection are determined by the specified customer address or GUIDs depending on the endpoint.
    A single interaction contains information including its GUID (the unique identifier for the interaction) and content files.
  • Interaction Content
    For each type of interaction, VCC stores different content; this content is interaction content.
    For example, VCC will store a call recording for a recorded phone call. If Conversation Analyzer is enabled for the account that owns the call, VCC will also store a transcript of the recording and its categorization results.
    Generally, interaction content can be:
    • Call recording audio WAV files
    • Screen recording video files
    • Chat and audio conversation JSON transcript files
    • Chat attachments
    • Categorization result files
    • Sentiment and conversation summary files
    • Voicemail audio WAV files
    • IVR Data Collector audio WAV files
    • Video and screen share (Visual Engagement) recordings
    • Interaction log files

    Using the Interaction Content resource you can get a single interaction content file by specifying the interaction and the key of the content you wish to retrieve.

In the Interaction Content API, the interactions resource is a collection of interactions identified by customer address or GUIDs. The API returns only interactions with content.