–Get a single interaction

The GET /interactions/{guid} returns categorisation and call time breakdown data for a single call recording. Optionally, it can also return the transcript of the recording.

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.

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.

Example v1 response

{
    "categories": [
        {
            "category": "Politeness",
            "subcategories": [
                "Greeting",
                "Closing"
            ]
        },
        {
            "category": "Communication",
            "subcategories": [
                "Responsive"
            ]
        }
    ],
    "guid": "0164705c-c206-dce9-d61a-9899855326a0",
    "status": "processed",
    "confidence": "Low",
    "callTimeBreakDown": {
        "agent": 5,
        "customer": 1,
        "silence": 4,
        "crossTalk": 0
    },
    "transcript": "Case.\nHi, and yeah, just just a call here. Thank you bye."
}

Example v2 response

{
    "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",
    "status": "processed",
    "confidence": "Low",
    "callTimeBreakDown": {
        "agent": 5,
        "customer": 1,
        "silence": 4,
        "crossTalk": 0
    },
    "transcript": "Case.\nHi, and yeah, just just a call here. Thank you bye."
}

Example v3 response

{
    "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 just a call here. Thank you bye."
}

Interaction item

An interaction item contains the following parameters:

  • categories.
    • category.
    • 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.