Get a single interaction (Conversation Analyzer API)
- Helen Griffith
Owned by Helen Griffith
The GET /interactions/{guid} endpoint returns categorization and call time breakdown data for a single call recording. Optionally, it can also return the transcript of the recording, if requested, and sentiment summary if enabled for the account.
In this page
Most URLs in the example code use the following values:
- ***. To access the API for your region, replace *** with the correct subdomain for your region:
Region URL subdomain Base URL EMEA emea https://emea.api.cc.vonage.com USA nam https://nam.api.cc.vonage.com APAC apac https://apac.api.cc.vonage.com - <ACCESS_TOKEN>. The value represents a bearer access token which you must use to validate every request. Replace <ACCESS_TOKEN> where used with your bearer access token. For information about getting a bearer access token, see How to authenticate with a Vonage Contact Center (VCC) API.
Headers
Header parameters in Requests (Conversation Analyzer API) apply to this endpoint.
Authorization scopes supported:
| Scope | Access granted |
|---|---|
| Entire endpoint |
Request parameters
Path parameters
guid
| Type | Required | Example |
|---|---|---|
| String | True | 62414dc5-750e-4200-b125-7a11b61e3a28 |
The unique identifier for the recording’s call.
Query string parameter
transcript
| Type | Required | Example |
|---|---|---|
| Boolean | False | true |
A flag indicating whether you want to receive the transcript information for the recording. Default is false.
Requests
Request the transcript, categorization, call time breakdown, and sentiment summary data for a single call
curl -L -X GET "https://***.api.newvoicemedia.com/conversation-analyzer/interactions/0164705c-c206-dce9-d61a-9899855326a0?transcript=true" -H "Accept: application/vnd.newvoicemedia.v3+json" -H "Authorization: <ACCESS_TOKEN>"
Responses
A response to a valid GET /interactions/{guid} request contains a single interaction item with information about the recording for a single call.
Successful responses
Successful requests return a 200 Success code.
{
"categories": [
{
"category": "Politeness",
"categories": [
{
"name": "Greeting",
"matches": "1"
},
{
"name": "Closing",
"matches": "3"
}
]
},
{
"category": "Communication",
"categories": [
{
"name": "Responsive",
"matches": "1"
}
]
}
],
"guid": "0164705c-c206-dce9-d61a-9899855326a0",
"language": "en-us",
"status": "processed",
"confidence": "Low",
"callTimeBreakDown": {
"agent": 5,
"customer": 1,
"silence": 4,
"crossTalk": 0
},
"transcript": "Case.\nHi, and yeah, just a call here. Thank you bye."
"sentimentSummary": {
"overallSentiment": -0.05,
"categories": {
"veryNegative": 20,
"negative": 20,
"neutral": 20,
"positive": 20,
"veryPositive": 20
},
"distributionOverTime": [
{
"score": 0.61,
"span": {
"start": 0,
"end": 10
}
},
{
"score": 0.61,
"span": {
"start": 10,
"end": 20
}
},
{
"score": -0.61,
"span": {
"start": 20,
"end": 30
}
},
{
"score": -0.61,
"span": {
"start": 30,
"end": 40
}
},
{
"score": -0.61,
"span": {
"start": 40,
"end": 50
}
},
{
"score": -0.48,
"span": {
"start": 50,
"end": 60
}
},
{
"score": 0.05,
"span": {
"start": 60,
"end": 70
}
},
{
"score": 0.57,
"span": {
"start": 70,
"end": 80
}
},
{
"score": 0,
"span": {
"start": 80,
"end": 90
}
},
{
"score": 0,
"span": {
"start": 90,
"end": 100
}
}
]
}
}
where an interaction item contains the following parameters:
categories. Categories represent groups of defined phrases that an agent or customer uses during a call.category. A single category represents a defined phrase type that an agent or customer uses during a call.categories. (v2 and v3 only)name.matches.
subcategories. (v1 only)name.
guid. Unique identifier of the recording’s call.guidwill match the unique identifier specified in the request.language. The ISO code for the language used when transcribing the call. (v3 only)status. The state of the end-to-end processing of the call recording.statusis one of the following values:- processing. The recording is being processed.
- processed. The recording has been processed.
- failed. The processing of the recording failed.
confidence. The level of confidence in the transcript.confidenceis one of the following values:- high
- medium
- low
callTimeBreakdown. The time, in seconds, that the recording included one of the following:- agent. Time when only the agent was talking.
- customer. Time when only the customer was talking.
- silence. Time when nobody was talking.
- crossTalk. Time when the agent and customer were both talking.
transcript. If thetranscriptrequest parameter was true, then transcript contains a transcript of the recording; otherwise,transcriptis null.sentimentSummary.This is included in the response only when a given interaction has a sentiment summary available. (The sentiment feature must also be enabled when the interaction is being transcribed and categorized.)overallSentiment.Average sentiment score of the whole conversation.categories.Percentage of the call in each of five categories:veryNegative.negative.neutral.positive.veryPositive.distributionOverTime.An array of ten sections of of the interaction each representing 10% of interaction time and its average sentiment score.score.Average sentiment score in a given section of an interaction.span.Represents start and end percentage of a given section.startis inclusive,endis exclusive. For example, wherestartis 11 andendis 20, the range will include the sentiment score for between >=10% and <20%.start.end.
Try it out
For information, see Trying out Vonage Contact Center APIs.