Data model for conversational analytics segment streams to analyze chats in Contact Lens
Conversational analytics segment streams for chat contacts are generated in JSON. Event JSON blobs are published to the associated stream for every contact that has real-time conversational analytics enabled. The following types of events can be published for a conversational analytics session for a chat contact:
-
STARTED events—Each conversational analytics session publishes one STARTED event at the beginning of the session.
-
SEGMENTS events—Each conversational analytics session may publish zero or more SEGMENTS events during the session. These events contain a list of segments with analyzed information. For chat contacts, the list of segments may include "
Attachments
," "Transcript
," "Categories
," "Events
," "Issues
," or "PostContactSummary
" segments. -
COMPLETED or FAILED events—Each conversational analytics session publishes one COMPLETED or FAILED event at the end of the session.
Common properties included in all events for chat contacts
Every event includes the following properties:
- Version
-
The version of the event schema. For chat contacts, this is 2.0.0.
Type: String
- Channel
-
The type of channel for this contact.
Type: String
Valid values:
VOICE
,CHAT
,TASK
For more information about channels, see Channels and concurrency for routing contacts in Amazon Connect.
- AccountId
-
The identifier of the account where this contact takes place.
Type: String
- InstanceId
-
The identifier of the instance where this contact takes place.
Type: String
- ContactId
-
The identifier of the contact being analyzed.
Type: String
- StreamingEventType
-
The type of event published.
Type: String
Valid values:
STARTED
,SEGMENTS
,COMPLETED
,FAILED
- StreamingSettings
-
The Contact Lens settings for this contact
Type: StreamingSettings object
StreamingSettings object
- LanguageCode
-
The language code associated to this contact.
Type: String
Valid values: the language code for one of the supported languages for Contact Lens real-time call analytics.
- Output
-
The Contact Lens output type enabled for this contact.
Type: String
Valid values:
Raw
,Redacted
,RedactedAndRaw
- RedactionTypes
-
The type of redaction enabled for this contact.
Type: Array of Strings
Valid values:
PII
- RedactionTypesMetadata
-
The redaction metadata for each redaction type.
Type: RedactionType string to RedactionMetadata object
Valid values:
PII
RedactionMetadata object
Provides information on redaction settings.
- RedactionMaskMode
-
The data redaction replacement setting
Type: String
Valid values:
PII
,EntityType
STARTED event
STARTED
events include only the common properties:
-
Version
-
Channel
-
AccountId
-
ContactId
-
StreamingEventType: STARTED
-
StreamingSettings
SEGMENTS event
SEGMENTS
events include the following properties:
-
Version
-
Channel
-
AccountId
-
OutputType
-
The Contact Lens output type of the current segment
-
Type: String
-
Valid values:
Raw
,Redacted
-
-
ContactId
-
StreamingEventType: SEGMENTS
-
StreamingSettings
-
Segments
-
A list of segments with analyzed information.
-
Type: Array of Segment objects
-
- Segment
-
An analyzed segment for a real-time analysis session.
Each segment is an object with the following optional properties. Only one of these properties is present, depending on the segment type:
- Attachments
-
The analyzed attachments.
Required: No
Type: RealTimeContactAnalysisSegmentAttachments object
- Categories
-
The matched category rules.
Type: RealTimeContactAnalysisSegmentCategories object
Required: No
- Event
-
Segment type describing a contact event.
Type: RealTimeContactAnalysisSegmentEvent object
Required: No
- Issues
-
Segment type containing a list of detected issues.
Type: RealTimeContactAnalysisSegmentIssues object
Required: No
- Transcript
-
The analyzed transcript segment.
Type: RealTimeContactAnalysisSegmentTranscript object
Required: No
- PostContactSummary
-
Information about the post-contact summary for a real-time contact segment for chat.
Type: RealTimeContactAnalysisSegmentPostContactSummary object
Required: No
COMPLETED event
COMPLETED
events include only the following common
properties:
-
Version
-
Channel
-
AccountId
-
InstanceId
-
ContactId
-
StreamingEventType: COMPLETED
-
StreamingSettings
FAILED event
FAILED
events include only the following common
properties:
-
Version
-
Channel
-
AccountId
-
InstanceId
-
ContactId
-
StreamingEventType: FAILED
-
StreamingSettings