On-Demand Summary APIs

On-Demand Summary allows agents to generate summary and disposition multiple times for multiple intents in a live call.

Given below are the API specification for the on-demand summary:

Intent Switch API

Each intent, summary, and disposition will have a unique request-id.
The request-id can be obtained by subscribing to the intent-switch event channel.
Once the conversation is started between the agent and the customer, a new segment of a call is automatically created. Then the request-id is generated and pushed to the intent-switch event channel.
All the Summaries and Dispositions generated as part of the current intent have this request-id as part of the response payload.
When the switch intent is required, re-generate API can be invoked to get the complete summary and disposition of the current segment. Then the intent-switch API is invoked, which marks the new segment of the call and the request-id is generated and pushed to the subscribers.

Subscription

https://api.<region>.cloud.uniphore.com/v2/queue/reply.<tenantid>.<environment>.<userCRMId>.intent-switch

Example Response

{
    "conversationId": "1616144301969x1rn373xy",
    "agentClientId": "WKb5606351949227f1119e0c5918884764",
    "event": "intent-switch",
    "requestId": "605467c6a20d503db789965e"
}

Response Parameters

Parameters	Description
`conversationId`	Conversation Id
`agentClientId`	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.
`event`	Intent-switch (Type of the event)
`requestId`	Unique Id of every intent

Create Segment

When a conversation is started between an agent and customer, automatically a new segment of the conversation is created. A request-id is generated and pushed to the intent-switch event channel.

The client should send a message to the U-Assist to switch intent and create a new segment for the ongoing contact.

Destination

app/v2/queue/intent-switch

Message

{
    "conversationId": "1616144301969x1rn373xy",
    "agentClientId": "WKb5606351949227f1119e0c5918884764",
    "event": "intent-switch",
    "requestId": "605467c6a20d503db789965e"
}

Parameters

Parameter Name	Description
`conversationId`	Internally system-generated unique identification numberConversation ID.
`agentClientId`	Station-Id of the agent.
`event`	intent-switch (type of the event)
`requestId`	Unique ID of every intent.

Generate

The client should send a message to the U-Assist to create the on-demand summary for the current intent.

Destination

/app/v2/summary

Message

{
    "conversationId": "1616144301969x1rn373xy",
    "agentClientId": "WKb5606351949227f1119e0c5918884764",
    "event": "create-summary",
    "requestId": "605467c6a20d503db789965e"
}

Re-Generate

This client should send a message to the U-Assist to update the on-demand summary and disposition for the current segment.

Destination

/app/v2/summary

Message

{
    "conversationId": "1616144301969x1rn373xy",
    "agentClientId": "WKb5606351949227f1119e0c5918884764",
    "event": "update-summary",
    "requestId": "605467c6a20d503db789965e"
}

Once the Generate/Re-Generate request is sent, a summary and disposition will be generated and published to the WebSocket subscription.

The published summary and disposition can be consumed by subscribing to the summary and disposition events.

Summary

The published summary can be consumed by subscribing to the summary events as described in the Receive ACW Summary API.

requestId

A new parameter that will be a part of the summary payload.

Message

{
  "summary": {
    "requestId": "605467c6a20d503db789965e"
    "summary": {
      "format": "paragraph",
      "paragraph": {
        "header": {
          "label": "Call starts with",
          "body": "Agent starts the call with Greetings good afternoon. Customer calls customer care for his pending claims  8675319 Customer speaks his issues to agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money"
        },
        "body": {
          "label": "Customer is angry because of multiple time calling customer care",
          "body": "Customer calls customer care multiple times the 4 time Agent request the customer for approval  customer speaks the issue with agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money."
        },
        "footer": {
          "label": "Customer query resolved",
          "body": "Agent resolved customer query  customer speaks his issue with agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money"
        }
      }
    }
  }
}

Disposition

The disposition API can be consumed by subscribing to the disposition events as described in Receive ACW Disposition API.

requestId

A new parameter that will be a part of the summary payload.

Message

{
  "conversationDisposition": {
    "data": {
      "Level 1": "insurance",
      "Level 2": "Automobile",
      "Level 3": "Claim",
      "Level 4": "Status",
      "Level 5": "Pending"
    },
    "requestId": "605467c6a20d503db789965e",
    "dropDown": [
      {
        "name": "insurance",
        "children": [
          {
            "name": "Health",
            "children": [
              {
                "name": "Claim",
                "children": [
                  {
                    "name": "Status",
                    "children": [
                      {
                        "name": "Accepted",
                        "children": []
                      },
                      {
                        "name": "Rejected",
                        "children": []
                      },
                      {
                        "name": "Pending",
                        "children": []
                      }
                    ]
                  },
                  {
                    "name": "Application",
                    "children": [
                      {
                        "name": "Draft",
                        "children": []
                      },
                      {
                        "name": "Submitted",
                        "children": []
                      },
                      {
                        "name": "Approved",
                        "children": []
                      }
                    ]
                  }
                ]
              }
            ]
          },
          {
            "name": "Automobile",
            "children": [
              {
                "name": "Claim",
                "children": [
                  {
                    "name": "Status",
                    "children": [
                      {
                        "name": "Rejected",
                        "children": []
                      },
                      {
                        "name": "Pending",
                        "children": []
                      },
                      {
                        "name": "Accepted",
                        "children": []
                      }
                    ]
                  },
                  {
                    "name": "Application",
                    "children": [
                      {
                        "name": "Submitted",
                        "children": []
                      },
                      {
                        "name": "Approved",
                        "children": []
                      },
                      {
                        "name": "Draft",
                        "children": []
                      }
                    ]
                  }
                ]
              }
            ]
          }
        ]
      }
    ]
  }
}

Review and Submit - ACW Summary

After the ACW Summary has been generated for a contact in the Agent Desktop, an Agent can review and edit the ACW Summary. This API helps to submit the ACW Summaries that have been evaluated by the agent to U-Assist.

A single request includes multiple Summaries. Each Summary should contain the relevant request ID.

Endpoint

Method: PUT

URL: https://api.<region>.cloud.uniphore.com/api/v2/acw/summaries

Request

curl --location --request PUT 'https://api.<region>.cloud.uniphore.com/api/v2/acw/summaries?environment=dev&conversationId=1680273945084zf5enf590&userId=10' \--header 'Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCIsImtpZCI6IkxYejBQYWVFRERuS3dfcjdkU2s2UyJ9.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.EXwtOqrCRRyIg6H5s3mL59g6jOsB0qQLHr0m-Ai-IkwoXCzi8mJmY-l_SYOwkkH71APia-m6zS1it5qT4aOuHk4VZ54Qu-DQpjoWM1p_g_mlAl4mVw3QVcwg4XcMnTfhw7J3AxYs1VD7iuC4spKhe1QiCG1jNwPbG4-a05JuASRkrDqOoTiLtnv4TtblpfJm7KxYyHIEb_dXD84PFAgJg2CJpMdwIzM-AcjUu0uePjzgY_YAtxBwV4DsdUOdAvw8hDNagWhASr9SNs5Ni3jqUF4nVM9tZvAdrN4FmRNOgHbfaL52Yx2xM5-ud7GPfWt_1top82j3oTA5A0EBnId7nA' \--header 'Content-Type: application/json' \--data '[{"requestId": "6426f2493483e803bfb658bb","data": {"format": "bulletPoint","templateId": 354,"bullet": ["Rule complex: male","Person: michelle","Phone Upgrade: wireless phone upgrade","Purchase Option 1: full retail value","Purchase Option 2: monthly payments""Time to deliver: 5 to 7 business days"],"paragraph": null}}]'

Header Parameter

Parameter Name	Description	Data Type	Value
`Authorization`	Access token should be sent with all client requests. The access token with all client request helps the platform services to get the user information from auth0. You can pass user authorization token which is generated from auth0.	String	Bearer <token>

Parameter Name

Description

Data Type

Value

Authorization

Access token should be sent with all client requests. The access token with all client request helps the platform services to get the user information from auth0.

You can pass user authorization token which is generated from auth0.

String

Bearer <token>

Query Parameters

Parameter Name	Mandatory / Optional	Description	Data Type
`userId`	Mandatory	Id of the user who initiates the request.	String
`conversationId`	Mandatory	Internally system-generated unique identification number.	String
`environment`	Optional	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String

Request Body

Body	Mandatory / Optional	Description	Type
summaries	Mandatory	The ACW summaries that are reviewed and edited by an agent. Example: data'[ { "requestId": "6426f2493483e803bfb658bb", "data": { "format": "bulletPoint", "templateId": 354, "bullet": [ "Rule complex: male", "Person: michelle", "Phone Upgrade: wireless phone upgrade", "Purchase Option 1: full retail value", "Purchase Option 2: monthly payments" "Time to deliver: 5 to 7 business days" ], "paragraph": null } } ]'	JSON

Body

Mandatory / Optional

Description

Type

summaries

Mandatory

The ACW summaries that are reviewed and edited by an agent.

Example:

data'[
{
"requestId": "6426f2493483e803bfb658bb",
"data": {
"format": "bulletPoint",
"templateId": 354,
"bullet": [
"Rule complex: male",
"Person: michelle",
"Phone Upgrade: wireless phone upgrade",
"Purchase Option 1: full retail value",
"Purchase Option 2: monthly payments"
"Time to deliver: 5 to 7 business days"
],
"paragraph": null
}
}
]'

JSON

Response and Error Codes

Code	Response
200	OK - The ACW Summaries reviewed and edited by an Agent are successfully submitted to U-Assist.
401	Authentication failed. This response code will be shown if any of the following scenarios occur: The provided token is not a valid JWT token. The access_token provided is not a valid token or has already expired. The user for whom the access_token was generated is not eligible (incorrect role) to use the API.
500	Internal Server Error.

Review and Submit – ACW Disposition

After the ACW Disposition has been generated for a contact in the Agent Desktop, an Agent can review and edit the ACW Disposition .

This API helps to submit the ACW Dispositions that have been evaluated by the agent to U-Assist. Multiple Disposition Categories are included in a single request. Each Disposition Category should contain the relevant request ID.

Endpoint

Method: PUT

URL: https://api.<region>.cloud.uniphore.com/api/v2/acw/dispositions

Request

curl --location --request PUT 'https://api.<region>.cloud.uniphore.com/api/v2/acw/dispositions?userId=10&conversationId=1680274456010ju6advrty&environment=dev' \--header 'Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCIsImtpZCI6IkxYejBQYWVFRERuS3dfcjdkU2s2UyJ9.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.EXwtOqrCRRyIg6H5s3mL59g6jOsB0qQLHr0m-Ai-IkwoXCzi8mJmY-l_SYOwkkH71APia-m6zS1it5qT4aOuHk4VZ54Qu-DQpjoWM1p_g_mlAl4mVw3QVcwg4XcMnTfhw7J3AxYs1VD7iuC4spKhe1QiCG1jNwPbG4-a05JuASRkrDqOoTiLtnv4TtblpfJm7KxYyHIEb_dXD84PFAgJg2CJpMdwIzM-AcjUu0uePjzgY_YAtxBwV4DsdUOdAvw8hDNagWhASr9SNs5Ni3jqUF4nVM9tZvAdrN4FmRNOgHbfaL52Yx2xM5-ud7GPfWt_1top82j3oTA5A0EBnId7nA' \--header 'Content-Type: application/json' \--data '[{"requestId":"6426f3fd3483e803bfb658c2","data":[{"level":"Level-1","value":""},{"level":"Level-2","value":""},{"level":"Level-3","value":""},{"level":"Level-4","value":""},{"level":"Level-5","value":""}]}]'

Header Parameter

Parameter Name	Description	Data Type	Value
`Authorization`	Access token should be sent with all client requests. The access token helps the platform services to get the user information from auth0. You can pass user authorization token which is generated from auth0.	String	Bearer <token>

Parameter Name

Description

Data Type

Value

Authorization

Access token should be sent with all client requests. The access token helps the platform services to get the user information from auth0.

You can pass user authorization token which is generated from auth0.

String

Bearer <token>

Query Parameters

Parameter Name	Mandatory / Optional	Description	DataType
`userId`	Mandatory	Id of the user who initiates the request.	String
`conversationId`	Mandatory	Internally system-generated unique identification number.	String
`environment`	Optional	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	Strings

Request Body

Body	Mandatory / Optional	Description	Type
conversationDisposition	Mandatory	The ACW Dispositions that are reviewed and edited by an agent. Example: [{ "requestId": "618be3e07a912597408d120d", "data": [{ "level": "Level-1", "value": "Benefit Verification" }, { "level": "Level-2", "value": "Insurance" }, { "level": "Level-3", "value": "Claim" }, { "level": "Level-4", "value": "Accepted" }, { "level": "Level-5", "value": "" }] }, { "requestId": "618be3e07a912597408d120e", "data": [{ "level": "Level-1", "value": "Benefit Verification" }, { "level": "Level-2", "value": "Dental" }, { "level": "Level-3", "value": "Claim" }, { "level": "Level-4", "value": "Pending" }, { "level": "Level-5", "value": "" }] }]	JSON

Body

Mandatory / Optional

Description

Type

conversationDisposition

Mandatory

The ACW Dispositions that are reviewed and edited by an agent.

Example:

[{
  "requestId": "618be3e07a912597408d120d",
  "data": [{
    "level": "Level-1",
    "value": "Benefit Verification"
  }, {
    "level": "Level-2",
    "value": "Insurance"
  }, {
    "level": "Level-3",
    "value": "Claim"
  }, {
    "level": "Level-4",
    "value": "Accepted"
  }, {
    "level": "Level-5",
    "value": ""
  }]
}, {
  "requestId": "618be3e07a912597408d120e",
  "data": [{
    "level": "Level-1",
    "value": "Benefit Verification"
  }, {
    "level": "Level-2",
    "value": "Dental"
  }, {
    "level": "Level-3",
    "value": "Claim"
  }, {
    "level": "Level-4",
    "value": "Pending"
  }, {
    "level": "Level-5",
    "value": ""
  }]
}]

JSON

Response and Error Codes

Code	Response
200	OK - The ACW Disposition Categories reviewed and edited by an Agent are successfully submitted to U-Assist.
401	Authentication failed. This response code will be shown if any of the following scenarios occur: The provided token is not a valid JWT token. The access_token provided is not a valid token or has already expired. The user for whom the access_token was generated is not eligible (incorrect role) to use the API.
500	Internal Server Error.

In this section:

Uniphore Customer Portal

On-Demand Summary APIs

Intent Switch API

Subscription

Example Response

Response Parameters

Create Segment

Destination

Message

Parameters

Generate

Destination

Message

Re-Generate

Destination

Message

Summary

Message

Disposition

Message

Review and Submit - ACW Summary

Request

Header Parameter

Query Parameters

Request Body

Response and Error Codes

Review and Submit – ACW Disposition

Request

Header Parameter

Query Parameters

Request Body

Response and Error Codes

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