Chat : exemple de flux de segments d'analyse des contacts

Cette rubrique fournit des exemples de flux de segments pourSTARTED, SEGMENTSCOMPLETED, et les FAILED événements qui se produisent lors d'un contact par chat.

Exemple d'STARTEDévénement

• EventType: STARTED

• Publié au début de la session d'analyse des contacts.

{
    "Version": "2.0.0",
    "Channel": "CHAT",
    "AccountId": "123456789012", // your AWS account ID
    "InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",  // your Amazon Connect instance ID
    "ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
    "StreamingEventType": "STARTED",
    "StreamingSettings": {
      "LanguageCode": "en-US", // the language code of the contact
      "Output": "RedactedAndRaw",
      "RedactionTypes": [
          "PII"
      ],
      "RedactionTypesMetadata": {
        "PII": {
            "RedactionMaskMode": "PII"
         }
       }
    }
}

Exemple d'SEGMENTSévénement

• EventType: SEGMENTS

• Publié lors d'une session d'analyse des contacts. Cet événement contient une liste d'RealtimeContactAnalysisSegmentobjets contenant des informations analysées. La liste des segments peut inclure des segments "Transcript" "Categories""Issue","Event","Attachment",, ou PostContactSummary « ».

{
    "Version": "2.0.0",
    "Channel": "CHAT",
    "AccountId": "123456789012", // your AWS account ID
    "InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",  // your Amazon Connect instance ID
    "ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
    "OutputType": "Redacted",
    "StreamingEventType": "SEGMENTS",
    "StreamingSettings": {
        "LanguageCode": "en-US", // the language code of the contact
        "Output": "RedactedAndRaw",
        "RedactionTypes": [
            "PII"
        ],
        "RedactionTypesMetadata": {
            "PII": {
                "RedactionMaskMode": "PII"
            }
        }
    },
    "Segments": [{
        "Transcript": {
            "Id": "07a2d668-5c9e-4f69-b2fe-986261b0743a",
            "ParticipantId": "a309ac1e-ca87-44ca-bb5d-197eca8ed77a",
            "ParticipantRole": "AGENT",
            "DisplayName": "[PII]",
            "Content": "Hello, thank you for contacting Example Corp. My name is Ray.",
            "ContentType": "text/markdown",
            "Time": {
                "AbsoluteTime": "2024-03-14T19:39:26.715Z"
            },
            "Sentiment": "NEUTRAL"
        }
    }, {
        "Categories": {
            "MatchedDetails": {
                "Hi": {
                    "PointsOfInterest": [{
                        "TranscriptItems": [{
                            "Id": "5205b050-8aa9-4645-a381-a308801649ab",
                            "CharacterOffsets": {
                                "BeginOffsetChar": 0,
                                "EndOffsetChar": 40
                            }
                        }]
                    }]
                }
            }
        }
    }, {
        "Issues": {
            "IssuesDetected": [{
                "TranscriptItems": [{
                    "Content": "I have an issue with my bank account",
                    "Id": "0e5574a7-2aeb-4eab-8bb5-3a7f66a2284a",
                    "CharacterOffsets": {
                        "BeginOffsetChar": 7,
                        "EndOffsetChar": 43
                    }
                }]
            }]
        }
    }, {
        "Attachments": {
            "Id": "06ddc1eb-2302-4a8e-a73f-37687fe41aa9",
            "ParticipantId": "7810b1de-cca8-4153-b522-2498416255af",
            "ParticipantRole": "CUSTOMER",
            "DisplayName": "Customer",
            "Attachments": [{
                "AttachmentName": "Lily.jpg",
                "ContentType": "image/jpeg",
                "AttachmentId": "343e34da-391a-4541-8b7e-3909d931fcfa",
                "Status": "APPROVED"
            }],
            "Time": {
                "AbsoluteTime": "2024-03-14T19:39:26.715Z"
            }
        }
    }, {
        "Event": {
            "Id": "fbe61c5f-d0d8-4345-912a-4e81f5734d3b",
            "ParticipantId": "7810b1de-cca8-4153-b522-2498416255af",
            "ParticipantRole": "CUSTOMER",
            "DisplayName": "Customer",
            "EventType": "application/vnd.amazonaws.connect.event.participant.left",
            "Time": {
                "AbsoluteTime": "2024-03-14T19:40:00.614Z"
            }
        }
    },
    {
        "PostContactSummary": {
            "Content": "Customer contacted Example Corp because of an issue with their bank account",
            "Status": "COMPLETED"
        }
    }]
} 

Exemple d'COMPLETEDévénement

• EventType: COMPLETED

• Publié à la fin de la session d'analyse des contacts si l'analyse s'est terminée avec succès.

{
    "Version": "2.0.0",
    "Channel": "CHAT",
    "AccountId": "123456789012", // your AWS account ID
    "InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",  // your Amazon Connect instance ID
    "ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
    "StreamingEventType": "COMPLETED",
    "StreamingEventSettings": {
        "LanguageCode": "en-US", // the language code of the contact
        "Output": "RedactedAndRaw",
        "RedactionTypes": ["PII"],
        "RedactionTypesMetadata": {
            "PII": {
                "RedactionMaskMode": "PII"
            }
        }
    }
}

Exemple d'FAILEDévénement

• EventType: FAILED

• Publié à la fin de la session d'analyse des contacts en cas d'échec de l'analyse.

{
    "Version": "2.0.0",
    "Channel": "CHAT",
    "AccountId": "123456789012", // your AWS account ID
    "InstanceId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE11111",  // your Amazon Connect instance ID
    "ContactId": "a1b2c3d4-5678-90ab-cdef-EXAMPLE22222", // the ID of the contact
    "StreamingEventType": "FAILED",
    "StreamingEventSettings": {
        "LanguageCode": "en-US",
        "Output": "RedactedAndRaw",
        "RedactionTypes": ["PII"],
        "RedactionTypesMetadata": {
            "PII": {
                "RedactionMaskMode": "PII"
            }
        }
    }
}