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Exemples de fichiers de sortie Contact Lens pour un appel
Les sections suivantes fournissent des exemples du résultat obtenu lorsque Contact Lens détecte des problèmes, fait correspondre des catégories, indique le niveau sonore et expédie des données sensibles.
Développez chaque section pour en savoir plus.
L'exemple suivant montre le schéma d'un appel analysé par Contact Lens. L'exemple montre le volume sonore, la détection des problèmes, les conducteurs d'appels et les informations qui seront supprimées.
Notez les éléments suivants à propos du fichier analysé :
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Cela n'indique pas quelles données sensibles ont été expurgées. Toutes les données sont appelées PII (informations personnellement identifiables).
-
Chaque tour inclut une
Redactionsection uniquement s'il inclutPII. -
Si une section
Redactionexiste, elle inclut le décalage en millisecondes. Dans un fichier .wav, la partie expurgée est indiquée par un silence. Si vous le souhaitez, vous pouvez utiliser le décalage pour remplacer le silence par autre chose, par exemple un signal sonore. -
Si deux PII rédactions ou plus existent à tour de rôle, le premier décalage s'applique à la premièrePII, le second décalage s'applique au secondPII, et ainsi de suite.
{ "Version": "1.1.0", "AccountId": "your AWS account ID", "Channel": "VOICE", "ContentMetadata": { "Output": "Raw" }, "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT" } ], "Categories": { "MatchedCategories": ["Cancellation"], "MatchedDetails": { "Cancellation": { "PointsOfInterest": [ { "BeginOffsetMillis": 7370, "EndOffsetMillis": 11190 } ] } } }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "TotalConversationDurationMillis": 32110, "Sentiment": { "OverallSentiment": { "AGENT": 0, "CUSTOMER": 3.1 }, "SentimentByPeriod": { "QUARTER": { "AGENT": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 7427, "Score": 0 }, { "BeginOffsetMillis": 7427, "EndOffsetMillis": 14855, "Score": -5 }, { "BeginOffsetMillis": 14855, "EndOffsetMillis": 22282, "Score": 0 }, { "BeginOffsetMillis": 22282, "EndOffsetMillis": 29710, "Score": 5 } ], "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 8027, "Score": -2.5 }, { "BeginOffsetMillis": 8027, "EndOffsetMillis": 16055, "Score": 5 }, { "BeginOffsetMillis": 16055, "EndOffsetMillis": 24082, "Score": 5 }, { "BeginOffsetMillis": 24082, "EndOffsetMillis": 32110, "Score": 5 } ] } } }, "Interruptions": { "InterruptionsByInterrupter": { "CUSTOMER": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ], "AGENT": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ] }, "TotalCount": 2, "TotalTimeMillis": 7580 }, "NonTalkTime": { "TotalTimeMillis": 0, "Instances": [] }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 239 }, "CUSTOMER": { "AverageWordsPerMinute": 163 } } }, "TalkTime": { "TotalTimeMillis": 28698, "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 15079 }, "CUSTOMER": { "TotalTimeMillis": 13619 } } } }, "CustomModels": [ { // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html "Type": "TRANSCRIPTION_VOCABULARY", "Name": "ProductNames", "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field } ], "Transcript": [ { "BeginOffsetMillis": 0, "Content": "Okay.", "EndOffsetMillis": 90, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 79.27 ] }, { "BeginOffsetMillis": 160, "Content": "Just hello. My name is Peter and help.", "EndOffsetMillis": 4640, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL", "LoudnessScore": [ 66.56, 40.06, 85.27, 82.22, 77.66 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 3290, "EndOffsetMillis": 3620 } ] } }, { "BeginOffsetMillis": 4640, "Content": "Hello. Peter, how can I help you?", "EndOffsetMillis": 6610, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 70.23, 73.05, 71.8 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 5100, "EndOffsetMillis": 5450 } ] } }, { "BeginOffsetMillis": 7370, "Content": "I need to cancel. I want to cancel my plan subscription.", "EndOffsetMillis": 11190, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEGATIVE", "LoudnessScore": [ 77.18, 79.59, 85.23, 81.08, 73.99 ], "IssuesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 55 }, "Text": "I need to cancel. I want to cancel my plan subscription" } ] }, { "BeginOffsetMillis": 11220, "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.", "EndOffsetMillis": 15210, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEGATIVE", "LoudnessScore": [ 75.92, 75.79, 80.31, 80.44, 76.31 ] }, { "BeginOffsetMillis": 15840, "Content": "That sounds interesting. Thank you accept.", "EndOffsetMillis": 18120, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 73.77, 79.17, 77.97, 79.29 ] }, { "BeginOffsetMillis": 18310, "Content": "Alright, I made all the changes to the account and now these discounts applied.", "EndOffsetMillis": 21820, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 83.88, 86.75, 86.97, 86.11 ], "OutcomesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 9, "EndOffsetChar": 77 }, "Text": "I made all the changes to the account and now these discounts applied" } ] }, { "BeginOffsetMillis": 22610, "Content": "Awesome. Thank you so much.", "EndOffsetMillis": 24140, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 79.11, 81.7, 78.15 ] }, { "BeginOffsetMillis": 24120, "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.", "EndOffsetMillis": 29710, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "POSITIVE", "LoudnessScore": [ 87.07, 83.96, 76.38, 88.38, 87.69, 76.6 ], "ActionItemsDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 12, "EndOffsetChar": 102 }, "Text": "I will send you all the details later today and call you back next week to check up on you" } ] }, { "BeginOffsetMillis": 30580, "Content": "Thank you. Sir. Have a nice evening.", "EndOffsetMillis": 32110, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 81.42, 82.29, 73.29 ] } ] } }
Cette section présente un exemple de fichier expurgé pour un appel. Il s'agit d'un jumeau du fichier original analysé. La seule différence est que les données sensibles sont expurgées. Dans cet exemple, trois entités ont été sélectionnées pour l'expurgation : « CREDIT_DEBIT_NUMBER », « NAME » et « USERNAME ».
Dans cet exemple, RedactionMaskMode est défini surPII. Lorsqu'une entité est expurgée, Contact Lens le remplace par [PII]. S'il était défini sur ENTITY_TYPE, Contact Lens remplacerait les données par le nom de l'entité, par exemple [CREDIT_DEBIT_NUMBER].
{ "Version": "1.1.0", "AccountId": "your AWS account ID", "ContentMetadata": { "Output": "Redacted", "RedactionTypes": ["PII"], "RedactionTypesMetadata": { "PII": { "RedactionEntitiesRequested": ["CREDIT_DEBIT_NUMBER", "NAME", "USERNAME"], "RedactionMaskMode": "PII" // if you were to choose ENTITY_TYPE instead, the redaction would say, for example, [NAME] } } }, "Channel": "VOICE", "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT" } ], "Categories": { "MatchedCategories": ["Cancellation"], "MatchedDetails": { "Cancellation": { "PointsOfInterest": [ { "BeginOffsetMillis": 7370, "EndOffsetMillis": 11190 } ] } } }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "TotalConversationDurationMillis": 32110, "Sentiment": { "OverallSentiment": { "AGENT": 0, "CUSTOMER": 3.1 }, "SentimentByPeriod": { "QUARTER": { "AGENT": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 7427, "Score": 0 }, { "BeginOffsetMillis": 7427, "EndOffsetMillis": 14855, "Score": -5 }, { "BeginOffsetMillis": 14855, "EndOffsetMillis": 22282, "Score": 0 }, { "BeginOffsetMillis": 22282, "EndOffsetMillis": 29710, "Score": 5 } ], "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 8027, "Score": -2.5 }, { "BeginOffsetMillis": 8027, "EndOffsetMillis": 16055, "Score": 5 }, { "BeginOffsetMillis": 16055, "EndOffsetMillis": 24082, "Score": 5 }, { "BeginOffsetMillis": 24082, "EndOffsetMillis": 32110, "Score": 5 } ] } } }, "Interruptions": { "InterruptionsByInterrupter": { "CUSTOMER": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ], "AGENT": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ] }, "TotalCount": 2, "TotalTimeMillis": 7580 }, "NonTalkTime": { "TotalTimeMillis": 0, "Instances": [] }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 239 }, "CUSTOMER": { "AverageWordsPerMinute": 163 } } }, "TalkTime": { "TotalTimeMillis": 28698, "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 15079 }, "CUSTOMER": { "TotalTimeMillis": 13619 } } } }, "CustomModels": [ { // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html "Type": "TRANSCRIPTION_VOCABULARY", "Name": "ProductNames", "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field } ], "Transcript": [ { "BeginOffsetMillis": 0, "Content": "Okay.", "EndOffsetMillis": 90, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 79.27 ] }, { "BeginOffsetMillis": 160, "Content": "Just hello. My name is [PII] and help.", "EndOffsetMillis": 4640, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL", "LoudnessScore": [ 66.56, 40.06, 85.27, 82.22, 77.66 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 3290, "EndOffsetMillis": 3620 } ] } }, { "BeginOffsetMillis": 4640, "Content": "Hello. [PII], how can I help you?", "EndOffsetMillis": 6610, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 70.23, 73.05, 71.8 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 5100, "EndOffsetMillis": 5450 } ] } }, { "BeginOffsetMillis": 7370, "Content": "I need to cancel. I want to cancel my plan subscription.", "EndOffsetMillis": 11190, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEGATIVE", "LoudnessScore": [ 77.18, 79.59, 85.23, 81.08, 73.99 ], "IssuesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 55 }, "Text": "I need to cancel. I want to cancel my plan subscription" } ] }, { "BeginOffsetMillis": 11220, "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.", "EndOffsetMillis": 15210, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEGATIVE", "LoudnessScore": [ 75.92, 75.79, 80.31, 80.44, 76.31 ] }, { "BeginOffsetMillis": 15840, "Content": "That sounds interesting. Thank you accept.", "EndOffsetMillis": 18120, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 73.77, 79.17, 77.97, 79.29 ] }, { "BeginOffsetMillis": 18310, "Content": "Alright, I made all the changes to the account and now these discounts applied.", "EndOffsetMillis": 21820, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 83.88, 86.75, 86.97, 86.11 ], "OutcomesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 9, "EndOffsetChar": 77 }, "Text": "I made all the changes to the account and now these discounts applied" } ] }, { "BeginOffsetMillis": 22610, "Content": "Awesome. Thank you so much.", "EndOffsetMillis": 24140, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 79.11, 81.7, 78.15 ] }, { "BeginOffsetMillis": 24120, "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.", "EndOffsetMillis": 29710, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "POSITIVE", "LoudnessScore": [ 87.07, 83.96, 76.38, 88.38, 87.69, 76.6 ], "ActionItemsDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 12, "EndOffsetChar": 102 }, "Text": "I will send you all the details later today and call you back next week to check up on you" } ] }, { "BeginOffsetMillis": 30580, "Content": "Thank you. Sir. Have a nice evening.", "EndOffsetMillis": 32110, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 81.42, 82.29, 73.29 ] } ] }
