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Uniphore Customer Portal

Fetch Summaries using Multiple Session IDs

This API retrieves the summary of multiple session IDs at the same time. The summary includes the header summary, call reason, agent steps, agent note, and GenAI summary for the specified session ID.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/summary/v1/summary?environment=<environment-name>&sessionIds=<session ID>&sessionIds=<session ID>&sessionIds=<session ID>&sessionIds=<session ID>&sessionIds=null

<region> - Mention the name of the region, such as the United States, India, the United Kingdom, the Middle East, and so on, where the U-Assist application is installed on the public cloud.

Sample Request
curl --location 'https://api.us.cloud.uniphorestaging.com/summary/v1/summary?environment=dev&sessionIds=1716540478716u78owdvu2&sessionIds=1716540214585ozg5k2cg6&sessionIds=17165405899789gvt35ctm&sessionIds=1716540629831fahjq45qp&sessionIds=null' \
--header 'Authorization: Bearer eyJhbGciOiJSUzI1NiLsInR7cCI8IkpXVCIsImtpZCI6IkxYejBQYWVFRUHuS3dfcjdkU2s2UyJ9.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.QTycWMEgKycxjH_MwCdcWV2k3m8Bvj0S1UZ2xYePTy6fwnS1fLA51MI1R9UY7dZDZGHBLtu2FUi9h1DfqZJwvvgYsZZfwKFQxsVK3i1Cie3ZYIrNMkS0aKnnoxLLUlLWaBFRMBRZzo8BHvSpE3Ol9-o1lKBmwjo59QpiXjD3hKEnkYjpNy0Nlt2NrhKHz6iW0diYUC3jiRgZ4dWKc3VhOEBkdwRgfESxClJHz6wCm_8YRtsJ14iZ1sVHu7u7IcyO3yonV8qEL5ScSG_6wC29VAORdUGrQZrfF21G6yJMs7sL9o7pzogJ5uLnN2YnVKlzZXQXCZEmwERueA1HHERrcg'
Header Parameter

In the Header Parameter, mention the authorization token of the Admin or Agent user. For more information on how to obtain user authorization token, click here.

Authorization - Bearer <Token>
Query Parameters

Parameter Name

Mandatory/Optional

Data Type

Description

environment

Mandatory

String

The name of the environment. Three out-of-the-box environments are provided for each account:

  • DEV

  • TEST

  • PROD

For more information on multi environment accounts, click here.

sessionIds

Mandatory

String

Customer session ID for the call passed from the customer environment to U-Assist.

Sample Response
{	
"data": [		
{			
"conversationId": "03be6c30-a5d2-402a-81d1-14de352ef468",			
"businessProcessId": "3690858466300221371699947650785",			
"tenantId": "3e37631c-78ac-4137-8415-72dcd90b19fd",			
"environment": "dev",			
"agentNote": "",			
"language": "EUU",			
"header": {				
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",				
"timestamp": "2024-05-24T08:48:13Z"			
},			
"intents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:48:34Z",					
"instanceId": "aba2c170-c72f-459f-abf5-e358bf40c910"				
}			
],			
"participants": [				
{					
"participantId": "35186",					
"type": "agent",					
"ctiAgentId": "agent@qatest.com"				
},				
{					
"participantId": "8090909099",					
"type": "customer",					
"ctiAgentId": ""				
}			
],			
"genAiSummary": {				
"sections": []			
},			
"systemIntents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:48:34Z",					
"instanceId": "aba2c170-c72f-459f-abf5-e358bf40c910"				
}			
]		
},		
{			
"conversationId": "ba3a9b7b-2bc5-4c92-a163-44992fe56cf2",			
"businessProcessId": "3690858466300221371699947650785",			
"tenantId": "3e37631c-78ac-4137-8415-72dcd90b19fd",			
"environment": "dev",			
"agentNote": "",			
"language": "EUU",			
"header": {				
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",				
"timestamp": "2024-05-24T08:49:09Z"			
},			
"intents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:49:25Z",					
"instanceId": "6c86b74b-1c15-4718-828e-e49ef7d1763b"				
}			
],			
"participants": [				
{					
"participantId": "35186",					
"type": "agent",					
"ctiAgentId": "agent@qatest.com"				
},				
{					
"participantId": "8090909099",					
"type": "customer",					
"ctiAgentId": ""				
}			
],			
"genAiSummary": {				
"sections": [					
{						
"id": "call-reasons",						
"text": "<n>•The customer's issues and concerns are: 1.<n><n>• Upgrade options for their wireless phone.<n><n>• 2.<n><n>• Choosing the equal monthly payment option for the iPhone 12.<n><n>• 3.<n><n>• Adding accessories to the order.<n>"					
},					
{						
"id": "agent-actions",						
"text": "<n>1.The steps the agent took to resolve the customer's issue, concern, or query are: 1.<n><n>2. Verified the customer's identity.<n><n>3. 2.<n><n>4. Explained the upgrade options available.<n><n>5. 3.<n><n>6. Processed the upgrade order for the iPhone 12.<n><n>7. 4.<n><n>8. Asked if the customer wanted to add any accessories to the order.<n><n>9. 5.<n><n>10. Confirmed the equal monthly payment option for the iPhone 12.<n><n>11. 6.<n><n>12. Processed the order for the iPhone 12.<n><n>13. 7.<n><n>14. Informed the customer that the phone will be shipped to their home address on file and will be received within 7 to 10 business days.<n>"					
},					
{						
"id": "call-outcome",						
"text": "<n>The customer was satisfied with the agent's resolution as they agreed to the upgrade option and the agent processed the order for the iPhone 12.<n>"					
},					
{						
"id": "customer-sentiment",						
"text": "<n>The transcript does not provide explicit information about the customer's satisfaction level, but the customer agreed to<n>"					
}				
]			
},			
"systemIntents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:49:25Z",					
"instanceId": "6c86b74b-1c15-4718-828e-e49ef7d1763b"				
}			
]		
},		
{			
"conversationId": "5b6111d6-9a28-4af6-b16d-62bb6c462ac4",			
"businessProcessId": "3690858466300221371699947650785",			
"tenantId": "3e37631c-78ac-4137-8415-72dcd90b19fd",			
"environment": "dev",			
"agentNote": "",			
"language": "EUU",			
"header": {				
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",				
"timestamp": "2024-05-24T08:49:43Z"			
},			
"intents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:49:59Z",					
"instanceId": "e3fe6682-0c98-477c-89a2-33506448e479"				
}			
],			
"participants": [				
{					
"participantId": "35186",					
"type": "agent",					
"ctiAgentId": "agent@qatest.com"				
},				
{					
"participantId": "8090909099",					
"type": "customer",					
"ctiAgentId": ""				
}			
],			
"genAiSummary": {				
"sections": []			
},			
"systemIntents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:49:59Z",					
"instanceId": "e3fe6682-0c98-477c-89a2-33506448e479"				
}			
]		
},		
{			
"conversationId": "7d967d70-7490-43e2-860b-0edadf962c67",			
"businessProcessId": "3690858466300221371699947650785",			
"tenantId": "3e37631c-78ac-4137-8415-72dcd90b19fd",			
"environment": "dev",			
"agentNote": "",			
"language": "EUU",			
"header": {				
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",				
"timestamp": "2024-05-24T08:50:51Z"			
},			
"intents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:51:12Z",					
"instanceId": "f9ea7b85-89ae-4aec-bfb2-b3709979aaaa"				
}			
],			
"participants": [				
{					
"participantId": "35186",					
"type": "agent",					
"ctiAgentId": "agent@qatest.com"				
},				
{					
"participantId": "8090909099",					
"type": "customer",					
"ctiAgentId": ""				
}			
],			
"genAiSummary": {				
"sections": [					
{						
"id": "call-reasons",						
"text": "<n>•The customer's issues and concerns are: 1.<n><n>• Upgrade options for their wireless phone.<n><n>• 2.<n><n>• Choosing the equal monthly payment option for the iPhone 12.<n><n>• 3.<n><n>• Adding accessories to the order.<n>"					
},					
{						
"id": "agent-actions",						
"text": "<n>1.The steps the agent took to resolve the customer's issue, concern, or query are: 1.<n><n>2. Verified the customer's identity.<n><n>3. 2.<n><n>4. Explained the upgrade options available.<n><n>5. 3.<n><n>6. Processed the upgrade order for the iPhone 12.<n><n>7. 4.<n><n>8. Asked if the customer wanted to add any accessories to the order.<n><n>9. 5.<n><n>10. Confirmed the equal monthly payment option for the iPhone 12.<n><n>11. 6.<n><n>12. Processed the order for the iPhone 12.<n><n>13. 7.<n><n>14. Informed the customer that the phone will be shipped to their home address on file and will be received within 7 to 10 business days.<n>"					
},					
{						
"id": "call-outcome",						
"text": "<n>The customer was satisfied with the agent's resolution as they agreed to the upgrade option and the agent processed the order for the iPhone 12.<n>"					
},					
{						
"id": "customer-sentiment",						
"text": "<n>The transcript does not provide explicit information about the customer's satisfaction level, but the customer agreed to<n>"					
}				
]			
},			
"systemIntents": [				
{					
"intentId": "apitestexp.customer-wireless-number",					
"summary": "<p>Customer Wireless Number: <span entity-id=\"46205653128713534341716451536711\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></p>",					
"disposition": null,					
"source": "agent",					
"timestamp": "2024-05-24T08:51:12Z",					
"instanceId": "f9ea7b85-89ae-4aec-bfb2-b3709979aaaa"				
}			
]		
}	
]
}
Response Parameters

Parameter Name

Description

conversationId

ID generated by the Conversation Service.

businessProcessId

A unique identifier for the Business Process.

tenantId

A unique identifier for your account.

environment

The name of the environment: Dev, Test, or Prod. For more information on multi environment accounts, click here.

agentNote

Notes captured by an Agent during a call. For more information on adding Notes, click here.

language

The CTI language code which is mapped to the Business Process. For more information on CTI language mapping, click here.

header

Header summary generated in real time along with the timestamp. For more information on Header Summary, click here.

intents

Summary generated for each intent. For more information on Intents Summary, click here.

participants

Agent and customer details.

genAiSummary

The GenAI Summary displays the following sections:

  • call-reasons - The purpose of the call (typically one or more detected Intents), along with any secondary issues or customer requests that may arise during the call.

  • agent-actions - A detailed description of the responses and actions taken by the Agent during the call.

  • call-outcome - Describes the final resolution of the customer’s issue(s).

  • customer-sentiment - Describes how the customer felt at the end of the call.

For more information on viewing GenAI Summary in real time, click here.

systemIntents

Intent summaries which are not edited by an Agent.

Response and Error Codes

Code

Response

200

Ok - The request has succeeded. This response code will be shown when the summary is successfully generated for the given request.

401

Authentication failed. This response code will be shown if any of the following scenarios occur:

  • The provided token is not a valid authorization token.

  • The authorization token has already expired.

403

Forbidden. f you use the access token of other roles (Analyst or Supervisor), this response code will be shown.

Note

This API only allows authorization token of the Admin or Agent user.

500

When the services down, it shows an 'Internal Server Error'.

In this section: