Fetch Summary using Conversation ID

This API retrieves the summary, which includes header summary, call reason, agent steps, agent note, and GenAI summary for the given conversation ID.

Use the Interaction API to retrieve the Conversation IDs for a given Tenant ID.

Note

Please contact your Uniphore support representative to obtain the Tenant ID.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/summary/v1/summaries?environment=<environment-name>&conversationId=<conversationId>

<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 product is installed on the public cloud.

Sample Request

curl --location 'https://api.us.cloud.uniphorestaging.com/summary/v1/summaries?environment=dev&conversationId=17074856134538a0xureb2' \
--header 'Authorization: Bearer eyJhdGciOiJSUzI5NiIsInR5cCI6IkpXVCIsImtpZCI6IkxYejBQYWVFRERuS3dfcjdkU2s2UyJ9.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.v6XNrdnU3Wf5DodMa1MfBlofl2QaLODIJqwcbSBPI5rcU0_A4md8kqesjivmyVnEBBniKreA1m40V5yOY_JgxyUnifkkCfKPBW8pyxcpPn81TAeHbskLbbtBeCbUFYkN1oYAZCsYu47kPHYTFZaEpM99PGLILyrO3a1CyZ0MyW9jO8KOIfPhHi9h9oRQrkXbm1XHU3NxeImkeC68uV1B023anXwXaELJXDFGPpvOB-1MeUhxR5RHbBYP1cC3_vEXqBvj5M4B7sielFHJouMpbA3u-MvGZTKd4jbv7RHMBa_opW8cnot4tWrrzv9TsRNF-ZgBtjVn6LlEaKPL29NJFA'

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.
`conversation_id`	Mandatory	String	ID generated by the Conversation service.

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.

conversation_id

Mandatory

String

ID generated by the Conversation service.

Sample Response

{    
"conversationId": "eee797ab-f82a-4ee9-9d6e-37671fecb5db",    
"businessProcessId": "3135288455227736875700452071365",    
"tenantId": "2df55a13-eadb-4299-641a-4e71e187b15d",    
"environment": "prod",    
"agentNote": "",    
"language": "EUU",    
"header": {        
"summary": "<p><strong><span style=\"font-family: 'andale mono', monospace;\" data-mce-style=\"font-family: 'andale mono', monospace;\"><span style=\"font-family: 'trebuchet ms', geneva, sans-serif;\" data-mce-style=\"font-family: 'trebuchet ms', geneva, sans-serif;\">Call Created Date:</span> <span variable-id=\"adb4ee73a81b-41218a5d1b9df685-02c9\" class=\"uniphore-variable-value\" contenteditable=\"false\"></span></span></strong></p> \n<p><strong><span style=\"font-family: 'andale mono', monospace;\" data-mce-style=\"font-family: 'andale mono', monospace;\"><span style=\"font-family: 'trebuchet ms', geneva, sans-serif;\" data-mce-style=\"font-family: 'trebuchet ms', geneva, sans-serif;\">Call Created Time:</span>&nbsp;<span variable-id=\"3af8388bcce3-4d83bc76be04ec27-fdb0\" class=\"uniphore-variable-value\" contenteditable=\"false\"></span></span></strong></p> \n<p><br data-mce-bogus=\"1\"></p> \n<p><span style=\"font-family: 'trebuchet ms', geneva, sans-serif;\" data-mce-style=\"font-family: 'trebuchet ms', geneva, sans-serif;\"><strong>Verification:</strong></span></p> \n<p><br data-mce-bogus=\"1\"></p> \n<p><span style=\"font-family: 'andale mono', monospace;\" data-mce-style=\"font-family: 'andale mono', monospace;\"><span style=\"font-family: 'trebuchet ms', geneva, sans-serif;\" data-mce-style=\"font-family: 'trebuchet ms', geneva, sans-serif;\">Full Name</span> -<span variable-id=\"2e22d07d49c1-4e9f907abf54c312-c8b6\" class=\"uniphore-variable-value\" contenteditable=\"false\"></span></span></p> \n<p><span style=\"font-family: 'andale mono', monospace;\" data-mce-style=\"font-family: 'andale mono', monospace;\"><span style=\"font-family: 'trebuchet ms', geneva, sans-serif;\" data-mce-style=\"font-family: 'trebuchet ms', geneva, sans-serif;\">Policy Number </span>- <span entity-id=\"91057958223343324421700659862627\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></span></p> \n<p><span style=\"font-family: 'andale mono', monospace;\" data-mce-style=\"font-family: 'andale mono', monospace;\"><span style=\"font-family: 'trebuchet ms', geneva, sans-serif;\" data-mce-style=\"font-family: 'trebuchet ms', geneva, sans-serif;\">Social Security Number (<em>last 4 digits</em>) -</span> <span entity-id=\"1925453314106457541700659778716\" class=\"uniphore-entity-name\" contenteditable=\"false\">TBD</span></span></p> \n<p><br data-mce-bogus=\"1\"></p> \n<p><br data-mce-bogus=\"1\"></p> \n<p><br data-mce-bogus=\"1\"></p> \n<p><br data-mce-bogus=\"1\"></p>",        
"timestamp": "2024-06-10T21:08:25Z"    
},    
"intents": [{            
"intentId": "summary.intent_fnod",            
"summary": "",            
"disposition": null,            
"source": "customer",            
"timestamp": "2024-06-10T21:09:10Z",            
"instanceId": "88d11d19-8423-48e3-95e1-8f9ed5188bbc"        
}, {            
"intentId": "summary.intent_claims",            
"summary": "",            
"disposition": null,            
"source": "agent",            
"timestamp": "2024-06-10T21:09:37Z",            
"instanceId": "97b7f7aa-dfa0-4ecf-9d43-5dd057886c44"        
}, {            
"intentId": "summary.intent_address_change",            
"summary": "",            
"disposition": null,            
"source": "agent",            
"timestamp": "2024-06-10T21:11:28Z",            
"instanceId": "f7bd6e3d-6789-4a17-88cd-d68ae0f51a9c"        
}    
],    
"participants": [{            
"participantId": "19591",            
"type": "agent",            
"ctiAgentId": "236898759"        
}, {            
"participantId": "customer-001",            
"type": "customer",            
"ctiAgentId": ""        
}    
],    
"genAiSummary": 
{       
 "sections": [{                
"id": "call-reasons",                
"text": "<n>The customer is calling to inquire about a policy that was not included with any other coverage. The agent verified the customer's identity, pulled up the policy details, and informed the customer that a claims packet would be generated and sent to the beneficiary.<n>"            
}, {                
"id": "agent-actions",                
"text": "<n>The agent also explained that the value of the claim would depend on the plan type and that a certified death certificate would be required to complete the claim. The agent then updated the customer's address and confirmed the customer as the beneficiary.<n>"            
}, {                
"id": "call-outcome",                
"text": "<n>The agent also informed the customer that the claims packet would be sent via standard mail within seven to ten business days after processing.<n>"            
}, {                
"id": "customer-sentiment",                
"text": "<n>The customer was satisfied with the service provided by the agent.<n>"            
}        
]    
},    
"systemIntents": null
}

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. If 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:

Uniphore Customer Portal

Fetch Summary using Conversation ID

Note

Sample Request

Sample Response

Response and Error Codes

Note

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