OnRealTimeCallAnalysisAvailable

RealTimeCall words or phrases - Exact match

Parameters

• Operator - "CONTAINS_ANY"

• Operands – A list of strings

• ComparisonValue – "$.ContactLens.RealTimeCall.ExactMatch.Transcript"

• FilterClause –

  {
      "LogicOperator": "AND", // Only "AND" is supported
      "Filters": [
          {
              "Type": "ParticipantRole",
              "Data": "CUSTOMER" | "AGENT" | "ANY"
          }
      ]
  }

• Negate - false.

RealTimeCall words or phrases - Pattern match

Parameters

• Operator - "CONTAINS_ANY"

• Operands – A list of pattern match objects. See PatternMatch Operands.

• ComparisonValue – "$.ContactLens.RealTimeCall.PatternMatch.Transcript"

• FilterClause –

  {
      "LogicOperator": "AND", // Only "AND" is supported
      "Filters": [
          {
              "Type": "ParticipantRole",
              "Data": "CUSTOMER" | "AGENT" | "ANY"
          },
          {
              "Type": "PatternMatchLanguageFilter",
              "Data": "EN"|"ES"|"AR"|"DE"|"FR"|"HI"|"IT"|"PT"|"KO"|"JA"|"ZH"
          }
      ]
  }

• Negate - false

RealTimeCall agent condition

Parameters

• Operator - "CONTAINS_ANY"

• Operands – A list of agent IDs

• ComparisonValue – "$.ContactLens.RealTimeCall.Agent.AgentId"

• Negate - false

RealTimeCall queue condition

Parameters

• Operator - "CONTAINS_ANY"

• Operands – A list of queue IDs

• ComparisonValue – "$.ContactLens.RealTimeCall.Queue.QueueId"

• Negate - true/false. If set to true, it means If queue is not any of the queues mentioned in the Operands.

RealTimeCall contact attributes condition

Parameters

• Operator - "EQUALS"

• Operands – An array of string, array length can only be 1. Value is the contact attribute value.

• ComparisonValue – "$.ContactLens.RealTimeCall.ContactAttribute.YOUR_ATTRIBUTE_KEY"

• Negate - true/false. If set to true, it means YOUR_ATTRIBUTE_KEY does not equal to the attribute value specified in the Operands .

RealTimeCall sentiment state condition

Parameters

• Operator - "EQUALS"

• Operands – An array of string, array length can only be 1. Value is one of "POSITIVE", "NEGATIVE", "NEUTRAL".

• ComparisonValue – "$.ContactLens.RealTimeCall.Sentiment.State"

• FilterClause –

  {
      "LogicOperator": "AND", // Only "AND" is supported
      "Filters": [
          {
              "Type": "ParticipantRole",
              "Data": "CUSTOMER" | "AGENT" | "ANY"
          },
          {
              "Type": "RealTimeCallContactPeriodSeconds",
              "Data": {
                  "Past": number
              }
          }
      ]
  }

• Negate - false