实时联系人分析区段流示例 - Amazon Connect
示例已开启事件示例区段事件示例 “已完成” 事件示例 FAID 事件

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实时联系人分析区段流示例

本主题提供了 “开始”、“分段”、“已完成” 和 “失败” 事件的示例区段流。

示例已开启事件

  • EventType: 已开始

  • 在实时联系人分析会议开始时发布。

{
    "Version": "1.0.0",
    "Channel": "VOICE",
    "AccountId": "your AWS account ID",
    "InstanceId": "your Amazon Connect instance ID",
    "ContactId": "the ID of the contact",
    "LanguageCode": "the language code of the contact",
    "EventType": "STARTED"
}

示例区段事件

  • EventType: 分段

  • 在实时联系人分析会话中发布。此事件包含包含分析信息的区段列表。分段列表可能包括 “Utterance、”、“Transcript” 或 “Categories” 分段。

{
    "Version": "1.0.0",
    "Channel": "VOICE",
    "AccountId": "your AWS account ID",
    "InstanceId": "your Amazon Connect instance ID",
    "ContactId": "the ID of the contact",
    "LanguageCode": "the language code of the contact",
    "EventType": "SEGMENTS",
    "Segments": [
        {
            "Utterance": {
                "Id": "the ID of the utterance",
                "TranscriptId": "the ID of the transcript",
                "ParticipantId": "AGENT",
                "ParticipantRole": "AGENT",
                "PartialContent": "Hello, thank you for calling Example Corp. My name is Adam.",
                "BeginOffsetMillis": 19010,
                "EndOffsetMillis": 22980
            }
        },
        {
            "Utterance": {
                "Id": "the ID of the utterance",
                "TranscriptId": "the ID of the transcript",
                "ParticipantId": "AGENT",
                "ParticipantRole": "AGENT",
                "PartialContent": "How can I help you?",
                "BeginOffsetMillis": 23000,
                "EndOffsetMillis": 24598
            }
        },
        {
            "Transcript": {
                "Id": "the ID of the transcript",
                "ParticipantId": "AGENT",
                "ParticipantRole": "AGENT",
                "Content": "Hello, thank you for calling Example Corp. My name is Adam. How can I help you?",
                "BeginOffsetMillis": 19010,
                "EndOffsetMillis": 24598,
                "Sentiment": "NEUTRAL"
            }
        },
        {
            "Transcript": {
                "Id": "the ID of the transcript",
                "ParticipantId": "CUSTOMER",
                "ParticipantRole": "CUSTOMER",
                "Content": "I'm having trouble submitting the application, number AX876293 on the portal. I tried but couldn't connect to my POC on the portal. So, I'm calling on this toll free number",
                "BeginOffsetMillis": 19010,
                "EndOffsetMillis": 22690,
                "Sentiment": "NEGATIVE",
                "IssuesDetected": [
                    {
                        "CharacterOffsets": {
                            "BeginOffsetChar": 0,
                            "EndOffsetChar": 81
                        }
                    }
                ]
            }
        },
        {
            "Categories": {
                "MatchedCategories": [
                    "CreditCardRelated",
                    "CardBrokenIssue"
                ],
                "MatchedDetails": {
                    "CreditCardRelated": {
                        "PointsOfInterest": [
                            {
                                "BeginOffsetMillis": 19010,
                                "EndOffsetMillis": 22690
                            }
                        ]
                    },
                    "CardBrokenIssue": {
                        "PointsOfInterest": [
                            {
                                "BeginOffsetMillis": 25000,
                                "EndOffsetMillis": 29690
                            }
                        ]
                    }
                }
            }
        }
    ]
}

示例 “已完成” 事件

  • EventType: 已完成

  • 如果分析成功完成，则在实时联系人分析会话结束时发布。

{
    "Version": "1.0.0",
    "Channel": "VOICE",
   "AccountId": "your AWS account ID",
    "InstanceId": "your Amazon Connect instance ID",
    "ContactId": "the ID of the contact",
    "LanguageCode": "the language code of the contact",
    "EventType": "COMPLETED"
}

示例 FAID 事件

  • EventType: 失败

  • 如果分析失败，则在实时联系人分析会话结束时发布。

{
    "Version": "1.0.0",
    "Channel": "VOICE",
    "AccountId": "your AWS account ID",
    "InstanceId": "your Amazon Connect instance ID",
    "ContactId": "the ID of the contact",
    "LanguageCode": "the language code of the contact",
    "EventType": "FAILED"
}