Agent Survey API

This API allows for collecting agent feedback through a form on the agent desktop. The form collects feedback from agents on the effectiveness of U-Assist’s various capabilities - alerts, ACW summary, and ACW disposition.

The survey is designed as follows:

How helpful is U-Assist? (Take input from 1 OR 2 OR 3 below)

Very Helpful (if selected, then end survey)
Somewhat helpful (if selected, then display Text box free form input and end survey)
Not helpful (If selected, Prompt the following question:) How many calls went wrong today? (Take input from A OR B OR C below)

A. Some: Which components?

ACW Summary: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input
ACW Disposition: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input
Agent alerts: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input

B. Most: Which components?

ACW Summary: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input
ACW Disposition: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input
Agent alerts: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input

C. All: Which components?

ACW Summary: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input
ACW Disposition: If selected, then check boxes for the following:
a) Inaccurate
b) Incomplete
c) Not relevant
d) Other: If selected, then free form input
Agent alerts: If selected, then check boxes for the following:
- a) Inaccurate
- b) Incomplete
- c) Not relevant
- d) Other: If selected, then free form input

Very helpful: Agent selects this business process when no correction was required in the auto generated ACW Summary/Disposition and Alerts.
Somewhat helpful: Agent selects this business process when fewer corrections were required in the auto generated ACW Summary/Disposition and Alerts.
Not helpful: Agent selects this business process when they find the ACW summary/disposition generated and alerts displayed were inappropriate.

Level	Very helpful Somewhat helpful Not helpful
Not Helpful Call Count	Some Most All
Components	ACW Summary ACW Disposition Alerts
Feedback Items	Inaccurate Incomplete Not relevant Other Text

Endpoint

Method: POST

URL: http://localhost:port/survey/agent/{orgName}/{agentCrmId}

Path Parameters

Parameter Name	Data Type	Required / Optional	Description
`orgName`	String	Required	Name of the Organization to which the Agent belongs to
`agentCrmId`	String	Required	The user ID from the client/customer database. If the audio logger provides the station-id instead of agent-id, this user ID for the Agents should be the agent's station-id.

Request Body

{
  "survey": {
    "level": "Very helpful/Somewhat helpful/Not helpful",
    "feedback": "",
    "components": {
      "notHelpfulCalls": "Some/Most/All",
      "summary": {
        "feedbackItems": ["Inaccurate", "Incomplete", "Not relevant"],
        "otherText": ""
      },
      "disposition": {
        "feedbackItems": ["Inaccurate", "Incomplete", "Not relevant"],
        "otherText": ""
      },
      "alerts": {
        "feedbackItems": ["Inaccurate", "Incomplete", "Not relevant"],
        "otherText": ""
      }
    }
  }
}

Request Parameters

Parameter Name	Data Type	Required / Optional	Description
`Level`	String	Required	The level is the feedback of the Agent on the overall capabilities of U-Assist in the session. The level selected can be one of the following: Very helpful Somewhat helpful Not helpful
`Feedback`	String	Required	The feedback field captures the description to support the level selection. Feedback is mandatory when the following levels are selected: Somewhat helpful Not helpful
`notHelpfulCalls`	String	Required	If the level Not helpful is selected, the agent is then prompted to answer the question” How many calls went wrong today?” The possible answers are Some or Most or All. It helps to understand the severity of the not helpful calls. Some indicates that Some calls were Not helpful. Most indicates that majority of the calls were Not helpful. All indicates that each call in the entire session was Not helpful. In addition to the above input, the agent needs to indicate which of the following components went wrong: summary-feedbackItems disposition-feedbackItems alerts-feedbackItems
`summary – feedbackItems`	String	Required	If quality of the ACW summary generated is unsatisfactory, then the agent can select one or more feedbackItems. The available feedbackItems are: Inaccurate Incomplete Not relevant Inaccurate: If the generated ACW summary contains information (entities) that was incorrectly detected from the transcript. Incomplete: If the generated ACW summary has detected only some entities from the conversation. Irrelevant: If the generated ACW summary has information (entities) that is entirely different from the actual conversation, or unwanted information is added to the summary.
`summary-otherText`	String	Optional	If the agent finds the ACW summary feedback categories are not matching to her/his requirement, then the agent can provide their feedback in the otherText.
`disposition- feedbackItems`	String	Required	If the quality of ACW disposition generated is unsatisfactory, then the agent can select one or more feedbackItems. The available feedbackItems are: Inaccurate Incomplete Not relevant Inaccurate: If the generated ACW summary contains information (entities) that was incorrectly detected from the transcript. Incomplete: If the generated ACW summary has detected only some entities from the conversation. Irrelevant: If the generated ACW summary has information (entities) that is entirely different from the actual conversation, or unwanted information is added to the ACW summary.
`dispostion-otherText`	String	Optional	If the agent finds the above ACW disposition feedback categories are not matching to her/his requirement, then the agent can provide their feedback in the otherText.
`alerts - feedbackItems`	String	Required	If the quality of Alerts notified are unsatisfactory, then the agent can select one or more feedbackItems. The available feedbackItems are: Inaccurate Incomplete Not relevant If the alert message is not accurate, then agent should select inaccurate. If the alert message is not meaningful, then agent should select incomplete. If the alert message is entirely different from the actual conversation, then agent should select Not relevant.
`alerts-otherText`	String	Optional	If the agent finds the above alert feedback categories are not matching to her/his requirement, then the agent can provide their feedback in the otherText.

Sample Request for the feedback Very helpful

curl --location --request GET 'https://api.<region>.cloud.uniphore.com/v2/survey/agent/org001/agentCrm001' \
--header 'Content-Type: application/json' \
--data-raw '{
  "level": "Very helpful"
}'

Sample Request for the feedback Somewhat helpful

curl --location --request POST 'https://api.<region>.cloud.uniphore.com/v2/survey/agent/org001/agentCrm001' \
--header 'Content-Type: application/json' \
--data-raw '{
  "level": "Somewhat helpful",
  "feedback": "agent provided feedback here"
}'

Sample Request for the feedback Not helpful

curl --location --request POST 'https://api.<region>.cloud.uniphore.com/v2/survey/agent/org001/agentCrm001' \
--header 'Content-Type: application/json' \
--data-raw '{
  "level": "Not helpful",
  "components": {
    "notHelpfulCalls": "Most",
    "summary": {
      "feedbackItems": [
        "Inaccurate"
      ],
      "otherText": "some reason"
    },
    "disposition": {
      "feedbackItems": [
        "Inaccurate",
        "Incomplete",
        "Not relevant"
      ]
    },
    "alerts": {
      "feedbackItems": [],
      "otherText": "another reason"
    }
  }
}'

Response and Error Codes

API Code / Internal Code	Resource	Message	Description
200	agentId	Survey for agent {agentId} submitted successfully	This response code is returned when an agent submits a survey.
400	agentId	'{agentId}' user not found for '{orgId}' organization	The given agent id is not available in the specified organization.
400 / 1002	LEVEL	Invalid level provided	The level should be Very helpful or Somewhat helpful or Not helpful. Any level other than these three options are considered Invalid level.
400 / 1101	FEEDBACK	No feedback provided	It is mandatory to provide feedback when the level Somewhat Helpful is selected. This error is returned when the agent fails to give the feedback.
400 / 1102	FEEDBACK	Feedback exceeded max length of 300 allowed characters	In the Somewhat Helpful level, the Feedback should not exceed the maximum allowed length which is 300 characters.
400 / 1007	FEEDBACK	Feedback contains disallowed special characters	The following special characters are not in the feedback: *`@#$^&~<>;'_:"()[]{}\|=** If any of this special character is detected in the feedback, then this error is returned.
400 / 1101	COMPONENTS	No feedback component provided	The feedback component should not be null.
400 / 1101	COMPONENTS	At least one feedback component must be marked	If an agent selects Not Helpful level, then at least one feedback component must be selected as feedback is mandatory for this level.
400 / 1002	NOT_HELPFUL_CALLS	Invalid count provided for not helpful calls	The Not helpful calls count should be Some or Most or All. Any text other than these three options are considered Invalid count.
400 / 1002	COMPONENT_LEVEL	Invalid component level provided	For each component – Summary, Disposition and Alert, agent should select one of the following options – Inaccurate, Incomplete, Not Relevant, Others. If any option other than is given, then the system throws this error.
400 / 1101	OTHER_TEXT	Description for 'Other' text option cannot be empty	When ‘Other’ component is selected for a Not helpful level then description is mandatory.
400 / 1102	OTHER_TEXT	Feedback exceeded max length of 300 allowed characters	In the Not Helpful level, the Feedback should not exceed the maximum allowed length which is 300 characters.
400 / 1007	OTHER_TEXT	Invalid feedback provided; special characters detected	The following special characters are not allowed in the feedback of Not Helpful level *`@#$^&~<>;'_:"()[]{}\|=** If any of this special character is detected in the Not Helpful feedback, then this error is returned.
500		Internal Server Error

Example Response: Response Code 200

{
  "data": "Survey for agent agentCrm001 submitted successfully",
  "errors": ""
}

Example Response: User not found for given organization

{
  "data": "",
  "errors": "'agentCrm001' user not found for 'org001' organization"
}

Example Response: Invalid level provided

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "LEVEL",
      "resourceId": "invalid level",
      "field": null,
      "message": "Invalid level provided"
    }
  ]
}

Example Response: No feedback provided - Somewhat Helpful

{
  "data": "",
  "errors": [
    {
      "code": "1101",
      "resource": "FEEDBACK",
      "resourceId": null,
      "field": null,
      "message": "No feedback provided!"
    }
  ]
}

Example Response: Feedback exceeds max length of 300 characters - Somewhat Helpful

{
  "data": "",
  "errors": [
    {
      "code": "1102",
      "resource": "FEEDBACK",
      "resourceId": "Feedback with length greater than 300 characters",
      "field": null,
      "message": "Feedback exceeded max length of 300 allowed characters"
    }
  ]
}

Example Response: Somewhat Helpful level Feedback contains disallowed special characters

Disallowed special characters are `@#$^&*~<>;'_:"()[]{}|=

{
  "data": "",
  "errors": [
    {
      "code": "1007",
      "resource": "FEEDBACK",
      "resourceId": "Feedback with special characters",
      "field": null,
      "message": "Invalid feedback provided, special characters detected."
    }
  ]
}

Example Response: No components provided - Not Helpful

When COMPONENTS field is null

{
  "data": "",
  "errors": [
    {
      "code": "1101",
      "resource": "COMPONENTS",
      "resourceId": null,
      "field": null,
      "message": "No feedback components provided"
    }
  ]
}

When no COMPONENTS data is provided

{
  "data": "",
  "errors": [
    {
      "code": "1101",
      "resource": "COMPONENTS",
      "resourceId": null,
      "field": null,
      "message": "At least one feedback component must be marked."
    }
  ]
}

Example Response: Invalid Not helpful Calls count provided

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "NOT_HELPFUL_CALLS",
      "resourceId": "invalid not helpful calls",
      "field": null,
      "message": "Invalid count provided for 'not helpful calls'"
    }
  ]
}

Example Response: Invalid feedback item Component Level provided for Not Helpful

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "COMPONENT_LEVEL",
      "resourceId": "Invalid feedback item",
      "field": null,
      "message": "Invalid component level provided"
    }
  ]
}

Example Response: Empty Other Text provided - Not Helpful

{
  "data": "",
  "errors": [
    {
      "code": "1101",
      "resource": "OTHER_TEXT",
      "resourceId": null,
      "field": null,
      "message": "Description for 'Other' text option cannot be empty"
    }
  ]
}

Example Response: Other Text exceeds max length of 300 characters - Not Helpful

{
  "data": "",
  "errors": [
    {
      "code": "1102",
      "resource": "OTHER_TEXT",
      "resourceId": "Other Text with length greater than 300 characters",
      "field": null,
      "message": "Feedback exceeded max length of 300 allowed characters"
    }
  ]
}

Example Response: Other Text contains disallowed special characters - Not Helpful

Disallowed special characters: `@#$^&*~<>;'_:"()[]{}|=

{
  "data": "",
  "errors": [
    {
      "code": "1007",
      "resource": "OTHER_TEXT",
      "resourceId": "Other text with special characters",
      "field": null,
      "message": "Invalid feedback provided, special characters detected."
    }
  ]
}

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