Data model for real time contact analysis segment streams for chat contacts - Amazon Connect
Common properties included in all eventsStreamingSettings objectRedactionMetadata objectSTARTED eventSEGMENTS eventCOMPLETED eventFAILED event

Data model for real time contact analysis segment streams for chat contacts

Real-time contact analysis 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 contact analysis enabled. The following types of events can be published for a real-time contact analysis session for a chat contact:

  • STARTED events—Each real-time contact analysis session publishes one STARTED event at the beginning of the session.

  • SEGMENTS events—Each real-time contact analysis 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," or "Issues," segments.

  • COMPLETED or FAILED events—Each real-time contact analysis 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 Concepts: Channels and concurrency.

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

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