The GET /interactions?calls={guids}
endpoint returns categorization and call time breakdown data for up to 50 interactions. Optionally, it can also return the transcription.
Most URLs in the example code use the following values:Region URL subdomain Base URL EMEA emea https://emea.api.newvoicemedia.com USA nam https://nam.api.newvoicemedia.com APAC apac https://apac.api.newvoicemedia.com
Headers
Header parameters in Requests (Conversation Analyzer API) apply to this endpoint.
Authorization scopes supported:
Scope | Access granted |
---|---|
| Entire endpoint |
Request parameters
Query string parameters
calls
Type | Required | Example |
---|---|---|
String | True | 0164705c-c206-dce9-d61a-9899855326a0,0164db4a-0f05-49ba-a963-78be15c69a82,01651953-4aab-ccb9-80d4-92152cd10691 |
A comma-separated list of up to 50 call GUIDs.
transcript
Type | Required | Example |
---|---|---|
Boolean | False | true |
A flag indicating whether you want to receive the transcript information for the recordings. Defaults to false.
Requests
Request the transcript, categorization and call time breakdown data for a multiple call
curl -L -X GET "https://***.api.newvoicemedia.com/conversation-analyzer/interactions?calls=0164705c-c206-dce9-d61a-9899855326a0,0164db4a-0f05-49ba-a963-78be15c69a82,01651953-4aab-ccb9-80d4-92152cd10691&transcript=true" -H "Accept: application/vnd.newvoicemedia.v3+json" -H "Authorization: <ACCESS_TOKEN>"
Responses
A response to a valid GET /interactions?calls={guids}
request contains interaction items representing up to 50 calls.
Successful responses
Successful requests return a 200 Success
code.
[ { "categories": [ { "category": "Politeness", "categories": [ { "name": "Greeting", "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 a call here. Thank you bye." }, { ... record 2 }, ... { ... record n } ]
where each 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.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 thetranscript
request parameter was true, then transcript contains a transcript of the recording; otherwise,transcript
is null.