Chat: esempio di analisi dei contatti, flusso di segmenti

Questo argomento fornisce esempi di flussi di segmenti perSTARTED, SEGMENTSCOMPLETED, ed FAILED eventi che si verificano durante un contatto in chat.

Evento di esempio STARTED

• EventType: STARTED

• Pubblicato all'inizio della sessione di analisi dei contatti.

{
    "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"
         }
       }
    }
}

SEGMENTSEvento di esempio

• EventType: SEGMENTS

• Pubblicato durante una sessione di analisi dei contatti. Questo evento contiene un elenco di RealtimeContactAnalysisSegmentoggetti con informazioni analizzate. L'elenco dei segmenti può includere segmenti "Transcript""Categories","Issue","Event","Attachment", o 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"
        }
    }]
} 

Evento di esempio COMPLETED

• EventType: COMPLETED

• Pubblicato al termine della sessione di analisi dei contatti se l'analisi è stata completata correttamente.

{
    "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"
            }
        }
    }
}

FAILEDEvento di esempio

• EventType: FAILED

• Pubblicato alla fine della sessione di analisi dei contatti se l'analisi non è riuscita.

{
    "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"
            }
        }
    }
}