_ExcerptAPIInteractionItemConversationAnalyzer

Owned by Helen Griffith
Last updated: Dec 16, 2021
1 min read

  • 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. guid will 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. status is 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. confidence is 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 the transcript request parameter was true, then transcript contains a transcript of the recording; otherwise, transcript is null.