Get Interaction Summary
This method allows a third party (e.g., a CRM, Jacada WorkSpace, etc.) to display a summary of an Interaction instance.
Unlike the Get Full Interaction Flow method, which returns all components of an Interaction instance, the Get Interaction Summary API returns only the steps that involve customer input, such as Questions and Forms. Similarly, instead of listing all the choices/options that are presented in the Interaction, only the options that were selected by the user are returned.
A page title, ID and timestamp are returned for each page of the Interaction. For Question elements, the answer provided by the user is returned, as well as the reference name, label, and headers/footers.
Note
Headers and footers are returned as plain text. Any applied styles and other tags (such as images and videos) are removed.
Invoking the Method Using REST
URL Syntax and Example
You can get the summary for an Interaction instance by passing either the Unique Interaction ID or a known caller attribute in the URL. Supported caller attributes are:
DTMF: The DTMF code that is passed with the customer's call. This attribute is supported only when Direct Dial with DTMF Code is selected as the Call Now handling method. The attribute is not modifiable. It is allocated automatically as the DTMF Read Only variable.
DNID: An identifier for the number, generally the last 4 or 6 digits of the phone number. This caller attribute is relevant only when the DNIS Manager is used for call handling.
Call Return Number: The number entered by the customer as part of a request for a callback. The attribute is not modifiable. It is allocated automatically as the Call Return Number Entered Read Only variable.
Caller ID: This attribute is supported when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. The attribute is not modifiable. During the DNIS Manager or DNIS As a Service flow, it is allocated automatically as the Click to Call Caller ID Read Only variable.
History Search ID: This attribute can be used when the call center has passed a unique identifier in the historySearchId parameter for the Interaction instance URL, and/or when the historySearchId Session Variable has been allocated a value in the Interaction. (If the variable is allocated more than once, the latest value is used.)
The different syntaxes are:
http(s)://[host:port]/interact/agent/version/[version]/account/[accountID]/interactiondata/[interactionuniqueid]/summary
https://gointeract.io/interact/agent/version/2/account/12345678/interactiondata/98f5a4be-9feb-4ca3-bdbc-01a57a13c38d/summary
OR
http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/interactiondata/[callerattribute]/summary/byCallerAttribute
https://gointeract.io/interact/agent/version/2/account/12345678/interactiondata/112233/summary/byCallerAttribute
Extended Searches
By default, the API returns summaries of Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be appended to the URL to extend the scope of the search to the past year. The syntax for an extended search is:
http(s)://[host:port]/interact/agent/version/[version]/account/[accountID]/interactiondata/[interactionuniqueid]/summary?widerSearch=true
OR
http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/interactiondata/[callerattribute]/summary/byCallerAttribute?widerSearch=true
Note
Using the widerSearch parameter may impact the length of the response time.
HTTP Method
GET
HTTP Headers
Tenant-Id: <account> Application-Key: <Public API Service application key> Environment-Name: <environment-name>
Expected Responses (Get Summary by Caller Attribute)
Response Scenario | Status Code/Header | Example Message |
|---|---|---|
Success (summary found) | 200 | <summary response> |
Success (summary found but response is empty) | 200 | EMPTY |
Invalid security headers | 401 "Unauthenticated-Reason" Header | { "code":"0x7000000", "message": "Request is unauthorized, missing or wrong credentials", "moreInfoUrl":"http://support.uniphore.com", } |
Summary not found | 404 | "summary for attribute <attribute search> was not found" |
Internal error | 500 | exception |
Expected Responses (Get Summary by Interaction Unique ID)
Response Scenario | Status Code/Header | Example Message |
|---|---|---|
Success (summary found) | 200 | <summary response> |
Success (summary found but response is empty | 200 | EMPTY |
Invalid security headers | 401 "Unauthenticated-Reason" Header | { "code":"0x7000000", "message": "Request is unauthorized, missing or wrong credentials", "moreInfoUrl":"http://support.uniphore.com", } |
Summary not found | 404 | summary for attribute <attribute search> was not found" |
Internal error | 500 | exception |
Invoking the Method Using SOAP
You can get the summary for an Interaction instance by passing either the Unique Interaction ID or a known caller attribute in the body of the SOAP request.
Getting Interaction Summary by Unique Interaction ID
In this case, the Interaction's unique identifier (UUID) is passed in the body of the SOAP request. By default, the API returns summaries of Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be passed in the request body to extend the scope of the search to the past year.
WSDL URL
https://gointeract.io/interact/version/2/interactiondata/soap/interactiondata.wsdl
Headers
Tenant-Id: <tenantId> Application-Key: <Public API Service application key> Environment-Name: <environment-name>
Input Parameters
Parameter | Description |
|---|---|
uniqueId | The unique identifier for the Interaction instance. |
widerSearch | A boolean specifying whether the search involves data from the past 3 months (false) or the past 12 months (true). |
Sample Request
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soap="http://com/jacada/interact/interactiondata/soap"> <soapenv:Header/> <soapenv:Body> <soap:GetInteractionSummaryByUUIDRequest> <soap:uniqueId>4c221517-5949-4752-84b4-4784adb70dba</soap:uniqueId> </soap:GetInteractionSummaryByUUIDRequest> </soapenv:Body> </soapenv:Envelope>
Expected Responses
Response Scenario | Example Message |
|---|---|
Success (summary found) | summary response (in XML format) |
Success (summary found but response is empty) | EMPTY |
Invalid security headers | <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"> <SOAP-ENV:Header/> <SOAP-ENV:Body> <SOAP-ENV:Fault> <faultcode>0x7000000</faultcode> <faultstring>Request is unauthorized, missing or wrong credentials</faultstring> </SOAP-ENV:Fault> </SOAP-ENV:Body> </SOAP-ENV:Envelope> |
Summary not found | <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"> <SOAP-ENV:Header/> <SOAP-ENV:Body> <ns2:GetInteractionUniqueIdResponse xmlns:ns2="http://com/jacada/interact/agent/soap"> <ns2:uniqueId>summary for attribute <attribute search> was not found</ns2:uniqueId> </ns2:GetInteractionUniqueIdResponse> </SOAP-ENV:Body> </SOAP-ENV:Envelope> |
Internal error | exception (in XML format) |
Getting Interaction Summary by Caller Attribute
In this case, a known caller attribute is passed in the body of the SOAP request. The following caller attributes are specified in the WSDL file:
DTMF: The DTMF code that is passed with the customer's call. This attribute is supported only when Direct Dial with DTMF Code is selected as the Call Now handling method. The attribute is not modifiable. It is allocated automatically as the DTMF Read Only variable.
DNID: An identifier for the number, generally the last 4 or 6 digits of the phone number. This caller attribute is relevant only when the DNIS Manager is used for call handling.
Call Return Number: The number entered by the customer as part of a request for a callback. The attribute is not modifiable. It is allocated automatically as the Call Return Number Entered Read Only variable.
Caller ID: This attribute is supported when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. The attribute is not modifiable. During the DNIS Manager or DNIS As a Service flow, it is allocated automatically as the Click to Call Caller ID Read Only variable.
History Search ID: This attribute can be used when the call center has passed a unique identifier in the historySearchId parameter for the Interaction instance URL, and/or when the historySearchId Session Variable has been allocated a value in the Interaction. (If the variable is allocated more than once, the latest value is used.)
By default, the API returns summaries of Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be passed in the request body to extend the scope of the search to the past year.
WSDL URL
https://gointeract.io/interact/version/2/interactiondata/soap/interactiondata.wsdl
Headers
Tenant-Id: <tenantId> Application-Key: <Public API Service application key> Environment-Name: <environment-name>
Input Parameters
Parameter | Description |
|---|---|
callerAttribute | The caller attribute to be used for the search. |
widerSearch | A boolean specifying whether the search involves data from the past 3 months (false) or the past 12 months (true). |
Sample Request
In the following example, the History Search ID history1 is the caller attribute used to search for the Interaction instance:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soap="http://com/jacada/interact/interactiondata/soap"> <soapenv:Header/> <soapenv:Body> <soap:GetInteractionSummaryByCallerAttributeRequest> <soap:callerAttribute>history1</soap:callerAttribute> <soap:widerSearch>true</soap:widerSearch> </soap:GetInteractionSummaryByCallerAttributeRequest> </soapenv:Body> </soapenv:Envelope>
Expected Responses
Response Scenario | Example Message |
|---|---|
Success (summary found) | summary response (in XML format) |
Success (summary found but response is empty) | EMPTY |
Invalid security headers | <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"> <SOAP-ENV:Header/> <SOAP-ENV:Body> <SOAP-ENV:Fault> <faultcode>0x7000000</faultcode> <faultstring>Request is unauthorized, missing or wrong credentials</faultstring> </SOAP-ENV:Fault> </SOAP-ENV:Body> </SOAP-ENV:Envelope> |
Summary not found | <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"> <SOAP-ENV:Header/> <SOAP-ENV:Body> <ns2:GetInteractionUniqueIdResponse xmlns:ns2="http://com/jacada/interact/agent/soap"> <ns2:uniqueId>summary for attribute <attribute search> was not found</ns2:uniqueId> </ns2:GetInteractionUniqueIdResponse> </SOAP-ENV:Body> </SOAP-ENV:Envelope> |
Internal error | exception (in XML format) |