Resources (Interaction Content API)

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
  • JSON transcript files
  • Categorization result files
  • Voicemail audio WAV files
  • IVR Data Collector audio WAV files
  • Video and screen share (Visual Engagement) recordings

  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.