Real-time contact analysis segment streams data model - Amazon Connect

Real-time contact analysis segment streams data model

Real-time contact analysis segment streams 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:

  • 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. The list of segments may include "Utterance," "Transcript," or "Categories" 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

Every event includes the following properties:

Version

The version of the event schema.

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.

AccountId

The identifier of the account where this contact takes place.

Type: String

ContactId

The identifier of the contact being analyzed.

Type: String

InstanceId

The identifier of the instance where this contact takes place.

Type: String

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.

EventType

The type of event published.

Type: String

Valid values: STARTED, SEGMENTS, COMPLETED, FAILED

STARTED event

STARTED events include only the common properties:

  • Version

  • Channel

  • AccountId

  • ContactId

  • LanguageCode

  • EventType: STARTED

SEGMENTS event

SEGMENTS events include the following properties:

  • Version

  • Channel

  • AccountId

  • ContactId

  • LanguageCode

  • EventType: SEGMENTS

  • Segments: In addition to the common properties, SEGMENTS events include 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:

  • Utterance

  • Transcript

  • Categories

Utterance

The analyzed utterance.

Required: No

  • Id

    The identifier of the utterance.

    Type: String

  • TranscriptId

    The identifier of the transcript associated to this utterance.

    Type: String

  • ParticipantId

    The identifier of the participant.

    Type: String

  • ParticipantRole

    The role of participant. For example, is it a customer, agent, or system.

    Type: String

  • PartialContent

    The content of the utterance.

    Type: String

  • BeginOffsetMillis

    The beginning offset in the contact for this transcript.

    Type: Integer

  • EndOffsetMillis

    The end offset in the contact for this transcript.

    Type: Integer

Transcript

The analyzed transcript.

Type: Transcript object

Required: No

Categories

The matched category rules.

Type: Categories object

Required: No

COMPLETED event

COMPLETED events include only the following common properties:

  • Version

  • Channel

  • AccountId

  • ContactId

  • LanguageCode

  • EventType: STARTED

FAILED event

FAILED events include only the following common properties:

  • Version

  • Channel

  • AccountId

  • ContactId

  • LanguageCode

  • EventType: FAILED