Operational Metrics

The operational metric is a discrete measurement that can be utilized to monitor and evaluate the efficiency of U-Assist. These operational metrics help operational teams to identify which components are effective, and those that inhibit the efficiency. Given below are the APIs available under the following sections:

These APIs provide reports in a downloadable CSV file. The CSV file can be imported to any data analytics tool for detailed analysis.

ACW/On-demand Summary Aggregation Metrics API

This API provides an aggregated view of the usage of U-Assist in a downloadable CSV file. It is useful to measure the accuracy and efficiency of the NLP/AI/rules entities and ACW/On-demand summaries for a given time range or date rage.

The report provides metrics for top of the funnel, as well as counts for ACW/On-demand summaries generated, meaningful ACW/On-demand summaries, accuracy, and latency.

Meaningful ACW summaries are summaries generated with NLP/AI/Rule entities extracted from the contact, whereas default ACW summaries are summaries generated without any entities.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/api/v2/report/csv/aggregation/summary

Request

curl -XGET "https://api.<region>.cloud.uniphore.com/api/v2/report/csv/aggregation/summary?endDate=2022-08-11%2015%3A45%3A45&environment=dev&startDate=2021-12-11%2016%3A56%3A48" -H  "accept: */*""

Example Request

{
    "startDate": "2021-12-11 16:56:48",
    "endDate": "2022-08-11 15:45:45",
    "agentIds": 1,
    "businessProcessIds": 1,
    "customerIds": 1,
    "environment": dev
}

Query Parameters

Parameter Name	Description	Data Type	Required / Optional
`startDate`	Start date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`endDate`	End date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`agentIds`	Agent ID. Allows multiple agent IDs separated by comma	String	Optional
`businessProcessIds`	Business process ID. Allows multiple business processes separated by comma	String	Optional
`customerIds`	Customer ID. Allows multiple customer IDs separated by comma	String	Optional
`environment`	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String	Optional

Example Response

Response Parameters

The following are the fields in the report:

Field Name	Description
Top of funnel
Total agents who received at least 1 conversation	Total number of agents who have received at least 1 conversation
Total conversations received at logger	Total number of conversations received at audio logger
Total ghost conversations	Total number of cancelled / ghost conversations
Conversations with transcripts	Number of conversations with transcripts
Total conversations with on demand requests	Total number of conversations for which on-demand summary request was received
Total On Demand Requests	Total number of times on-demand summary was requested by agents
Total conversations with at least 1 NLP/AI entity extracted	Total number of conversations with at least 1 NLP/AI entity extracted
Average ACW time (secs)	Average time taken to perform the ACW in seconds. Find the below formula for calculating ACW time for each conversations: ACW time = Summary submitted time – Conversation end time
Features	ACW	On demand summary
Total conversations with summaries generated	Number of conversations for which summaries generated at the end of call	Number of conversations for which on demand summaries generated
Total summaries generated	Number of summaries generated at the end of conversation	Number of on demand summaries generated during a conversation
Total meaningful summaries	Number of meaningful summaries generated at the end of conversation	Number of meaningful summaries generated during a conversation
Total conversations with summary failed	Total number of conversations for which summary generation failed at the end of conversation	Total number of conversations for which on demand summary generation failed during a conversation
Average accuracy (%)	Below formula calculates average accuracy (%) over selected time period. *Average accuracy = 100 – (Number of entities edited/Number of entities detected)100**	Average accuracy percentage of the on-demand summaries generated during a conversation. Find the below formula for calculating average accuracy (%): *Average accuracy = 100 – (Entity edited/entity detected)100**
Average summary latency (secs)	Average time taken to generate the summary at the end of conversation	Average time taken to generate the on-demand summary during a conversation

The following metrics are calculated with two filters taken into account – ACW and On-demand

ACW – In this column, the metrics are calculated only for ACW

On-demand – In this column, the metrics are calculated only for On-demand

Note

The last on-demand summary of a call is also treated as ACW summary of the conversation.

Code: 400

Incorrect date pattern

{
  "data": "",
  "errors": [
    {
      "code": "1100",
      "resource": null,
      "resourceId": null,
      "field": null,
      "message": "Date pattern should be in yyyy-MM-dd HH:mm:ss format",
      "errors": {}
    }
  ]
}

Start date more than end date

{
  "data": "",
  "errors": [
    {
      "code": "1100",
      "resource": null,
      "resourceId": null,
      "field": null,
      "message": "Start Date must be before than End Date",
      "errors": {}
    }
  ]
}

Code: 404

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "SummaryAggregationReport",
      "resourceId": "",
      "field": "",
      "message": "Report is not available for given filters",
      "errors": {}
    }
  ]
}

Response and Error Codes

Code	Response
200	OK – The request has succeeded.
400	If you provide invalid data, incorrect date format or start date more than end date, system throws an error message.
404	If the report is not available in the given filter data, system throws an error message.
500	Internal server error.

ACW/On-demand Summary Aggregation Trends API

This API provides a CSV file of some key conversation summary metrics over time. The report provides trend analysis on accuracy of the ACW/On-demand summaries generated, count of the meaningful summaries generated and latency.

The report will be generated based on the selected type of Summary and aggregation filters.

Note

User needs to select “Daily” as the aggregation type if the selected date range is greater than one week.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/api/v2/report/csv/aggregation/summary/trends

Request

curl -XGET "https://api.<region>.cloud.uniphore.com/api/v2/report/csv/aggregation/summary/trends?endDate=2022-02-23%2011%3A05%3A20&environment=dev&startDate=2022-02-20%2011%3A05%3A20&typeOfAggregation=daily%2Fhourly&typeOfSummary=onDemand%2Facw" -H  "accept: */*""

Example Request

{
  "startDate": "2022-02-20 11:05:20",
  "endDate": "2022-02-23 11:05:20",
  "typeOfSummary":"onDemand/acw",
  "typeOfAggregation":"daily/hourly",
  "agentIds": [1,2],{optional}
  "businessProcessIds": [189,190],{optional}
  "customerIds": [9291,5050]{optional}
  "environment": dev {optional}  
}

Query Parameters

Parameter Name	Description	Data Type	Required / Optional
`startDate`	Start date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`endDate`	End date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`agentIds`	Agent ID. Allows multiple agent IDs separated by comma	String	Optional
`businessProcessIds`	Business process ID. Allows multiple business processes separated by comma	String	Optional
`customerIds`	Customer ID. Allows multiple customer IDs separated by comma	String	Optional
`typeOfSummary`	Summary type “On demand or After Contact Work (ACW)”	String	Required
`typeOfAggregation`	Daily or hourly	String	Required
`environment`	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String	Optional

Example Response

Code: 200

Response Parameters

The following are the fields in the report:

Field Name	Description
Total conversations received at logger	Total number of conversations received at audio logger
Total conversations with meaningful summaries	Total number of conversations with meaningful summaries generated
Average accuracy (%)	Average accuracy percentage of the ACW/On-demand summaries generated. Find the below formula for calculating average accuracy (%): *Average accuracy = 100 – (Entity edited/entity detected)100**
Average summary latency (secs)	Average Time taken to generate the ACW/On-demand summary in seconds
Average ACW time (secs)	Average time taken to perform the ACW in seconds. Find the below formula for calculating ACW time for each contact: ACW time = Summary submitted time – Call end time

Code: 400

Refer to the section when the request has incorrect date format and start date is more than the end date.

Invalid aggregation type

{
  "data": "",
  "errors": [
    {
      "code": "1100",
      "resource": null,
      "resourceId": null,
      "field": null,
      "message": "type of Aggregation should be either Hourly or Daily",
      "errors": {}
    }
  ]
}

Invalid summary type

{
  "data": "",
  "errors": [
    {
      "code": "1100",
      "resource": null,
      "resourceId": null,
      "field": null,
      "message": "type of Summary should be either ACW or OnDemand",
      "errors": {}
    }
  ]
}

Aggregation type as “Hourly” for more than 7 days duration

{
  "data": "",
  "errors": [
    {
      "code": "1100",
      "resource": null,
      "resourceId": null,
      "field": null,
      "message": "Cannot generate Trends report with aggregation type Hourly for more than 7 days duration, Please use aggregation type Daily",
      "errors": {}
    }
  ]
}

Response and Error Codes

Code	Response
200	OK – The request has succeeded.
400	If you provide invalid data, incorrect date format, start date more than end date or aggregation type as “Hourly” for more than 7 days duration, system throws respective error messages.
404	If the report is not available in the given filter data, system throws an error message.
500	Internal server error

ACW/On-demand Summary Detailed Report API

The report provides a granular level of metrics for each contact summary requested. It contains both contact summary and conversation disposition details for on-demand requests (during the call) and after-call work (ACW).

It provides a .zip file of the summary details in the name of ‘SummaryDetails_yyyymmdd_hhmmss’. Export the .zip file to view a list of summary details (.CSV file) based on the filter value applied in the request.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/api/v2/report/csv/summary-details

Request

curl -XGET "https://api.<region>.cloud.uniphore.com/api/v2/report/csv/summary-details?endDate=2021-12-11%2011%3A05%3A45&startDate=2021-12-11%2011%3A05%3A45" -H  "accept: */*"

Example Request

{
 "startDate": "2021-12-11 11:05:45",
 "endDate": "2021-12-11 11:05:45",
 "agentIds": 1,
 "businessProcessIds": 1,
 "customerIds": 1,
 "environment": dev
}

Query Parameters

Query Parameters	Description	Data Type	Required / Optional
`startDate`	Start date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`endDate`	End date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`agentIds`	Agent ID. Allows multiple agent IDs separated by comma	String	Optional
`businessProcessIds`	Business process ID. Allows multiple business processes separated by comma	String	Optional
`customerIds`	Customer ID. Allows multiple customer IDs separated by comma	String	Optional
`environment`	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String	Optional

Example Response

Code: 200

Response Parameters

The following are the fields in the report:

Field Name	Description
`Conversation Id`	Conversation ID
`Request Id`	Summary request ID. The report captures every Request ID (a new Request ID is generated every time the agent clicks "Switch Intent" on the UI) and every version of the summary corresponding to the same Request ID (a new version of the summary is published every time the agent clicks "Regenerate Summary" or "Update Summary" on the UI). Every request ID will have summary and disposition associated with it.
`Start Time`	Start time of the contact in the format of dd:mm:yyyy_hh:mm:ss
`Error Code`	Error codes captured at each segment of a contact provide insights to know exactly where the error has occurred. Refer to the section Error Codes
`Is Default Summary`	Yes – If the summary corresponding to the request ID is the Default summary No – If the summary is meaningful summary
`Is Empty Disposition`	Yes – If there is no disposition corresponding to the request ID No – If there is disposition generated corresponding to the request ID
`Summary`	Content of the Summary corresponding to the request ID
`Disposition`	Content of the Disposition corresponding to the request ID
`Latency (ms)`	Time taken to generate the summary/disposition in milliseconds
`Total NLP entities`	Total number of NLP entities detected in the conversation
`Total AI entities`	Total number of AI entities detected in the conversation
`Total Rule entities`	Total number of Rule entities in the summary
`Total Complex entities`	Total number of Complex entities in the summary
`Is Summary Edited`	Yes – If auto-generated summary is edited by an Agent No – If auto-generated summary is not edited Not Submitted – If auto-generated or edited summaries are not submitted by an Agent
`Is Disposition Edited`	Yes – If auto-generated disposition is edited by an Agent No – If auto-generated disposition is not edited Not Submitted – If auto-generated or edited disposition are not submitted by an Agent
`Agent ID`	Agent ID
`Business Process Id`	Business process ID
`Customer Id`	Customer ID
`Type of Summary`	Summary Type - On Demand or ACW

Error Codes

Codes	Description
1233	Rule processing error
1234	Complex entities error
1235	Summary generation error

Code: 400

Refer to the section when the request has incorrect date format and start date is more than the end date.

Code: 404

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "",
      "resourceId": "",
      "field": "",
      "message": "Report is not available for given filters",
      "errors": {}
    }
  ]
}

Response and Error Codes

Code	Response
200	OK – The request has succeeded.
400	If you provide invalid data, incorrect date format or start date more than end date, system throws an error message.
404	If the report is not available in the given filter data, system throws an error message.
500	Internal server error

Conversation Detailed Report API

This report provides a granular level of metrics for each conversation across all the stages of the pipeline. This can be used to view and analyze each conversation received and processed. It provides a .zip file of the conversation details in the name of ‘ConversationDetails_yyyymmdd_hhmmss’. The .zip file contains one csv file for each day for the selected date range.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/api/v2/report/csv/conversation-details

Request

curl -X GET "https://api.us.cloud.uniphorestaging.com/api/v2/report/csv/conversation-details?endDate=2023-07-31%2009%3A05%3A45&environment=dev&startDate=2023-01-31%2009%3A05%3A45" -H  "accept: */*" -H  "Authorization: eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCIsImtpZCI6IkxYejBQYWVFRERuS3dfcjdkU2s2UyJ9.eyJodHRwczovL2FwaS51bmlwaG9yZS5jb20vZW1haWxfaWQiOiJ1YW5hbHlzdEB1bmlwaG9yZS5jb20iLCJodHRwczovL2FwaS51bmlwaG9yZS5jb20vYXV0aDBfbmFtZSI6IlVhbmFseXN0IiwiaHR0cHM6Ly9hcGkudW5pcGhvcmUuY29tL3VzZXJfaWQiOiJhdXRoMHw2NDJkMDU3NDQ0NGM5NTExNDZhOWU5MTMiLCJodHRwczovL2FwaS51bmlwaG9yZS5jb20vcm9sZXMiOlsidV9idXNpbmVzc19hbmFseXN0Il0sImh0dHBzOi8vYXBpLnVuaXBob3JlLmNvbS91c2VyX21ldGFkYXRhIjp7ImNsaWVudF9pZCI6InVhbmFseXN0QHVuaXBob3JlLmNvbSJ9LCJodHRwczovL2FwaS51bmlwaG9yZS5jb20vdGVuYW50IjoiYzVkNDViZDUtYzQyNi00ZDhjLTg0MTYtZTIxMjE1ZTE3Y2RmIiwiaXNzIjoiaHR0cHM6Ly9kZXYtZzJqNW11MnoudXMuYXV0aDAuY29tLyIsInN1YiI6ImF1dGgwfDY0MmQwNTc0NDQ0Yzk1MTE0NmE5ZTkxMyIsImF1ZCI6WyJ1YXNzaXN0LnVuaXBob3JlLmNvbSIsImh0dHBzOi8vZGV2LWcyajVtdTJ6LnVzLmF1dGgwLmNvbS91c2VyaW5mbyJdLCJpYXQiOjE2OTA3OTMzODksImV4cCI6MTY5MDg3OTc4OSwiYXpwIjoiRGpjcHhvSWRkRGZ1ZkhGZFFONUJuNGlYNjNaeEFrdWYiLCJzY29wZSI6Im9wZW5pZCIsIm9yZ19pZCI6Im9yZ19lcEc3U2g0c3htY0VPUUFGIiwicGVybWlzc2lvbnMiOlsicmVhZDpleHBlcmllbmNlcyIsIndyaXRlOmV4cGVyaWVuY2VzIl19.w0DJXhdq2HyuA4QlrOZaS1yYgYQwv8hVuEYwnHj6KWVu2xbwN84nL_Lqlys-4B0OzyBBkr8X_PcCkCRxW4HEudCmmDnIdMgLTH2W5yyM35LUi7Y40FG8zcgAQtEbcnbT4rRUeInfhcF4wVF86fGl0EVfUHX4GKQ1BUTe_s2lJSoTM_jm-Q3r28ly1vDKv6xUU37BHgnfoRPmfDijf1odqeBUh8L1YlEQJq32w1H4VpnFw4CM1JwKM9BqeH3jkTQ79fJiOveEO4pyaLJ3u--zkuf4Nduy90DszVc3UcAvktQmte72XHLZpRoj8fk0zfHsrSwfYTjTLRRDU5isfkzyNg"

Example Request

{
  "startDate": "2022-02-23 11:05:20",
  "endDate": "2022-04-23 11:05:20",
  "agentIds": 1,
  "businessProcessIds": 1,
  "customerIds": 1,
  "environment": dev
}

Request Parameters

Parameter Name	Description	Data Type	Required / Optional
`startDate`	Start date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`endDate`	End date and time in yyyy/mm/dd hh:mm:ss format	String	Required

Query Parameters

Parameter Name	Description	Data Type	Required / Optional
`startDate`	Start date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`endDate`	End date and time in yyyy/mm/dd hh:mm:ss format	String	Required
`agentIds`	Agent ID. Allows multiple agent IDs separated by comma	String	Optional
`businessProcessIds`	Business process ID. Allows multiple business processes separated by comma	String	Optional
`customerIds`	Customer ID. Allows multiple customer IDs separated by comma	String	Optional
`environment`	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String	Optional

Example Response

Code: 200

Response Parameters

The following columns are present for each row.

Field Name

Description

Conversation Id

Conversation ID

Language

ISO language code of the contact. Below are the ISO language codes for the languages supported by U-Assist:

Language	ISO language code
English-USA	en-us
English-India	en-in
Spanish-USA	es-us
Spanish-Mexican	es-mx
Japanese	Ja
British English	en-uk
Filipino English	en-fp
Hindi (Hinglish)	hi
German	de
Arabic	ar

ASR Engine

Transcription Engine type

Agent ID

Agent ID

Start Time

Start time of the contact in the format of dd:mm:yyyy_hh:mm:ss

Duration (secs)

Duration of the conversation in seconds

Ghost Conversation

Yes – If conversation is identified as Ghost conversation

No – If conversation is not identified as Ghost conversation

If it is a ghost conversation/cancelled conversation, the corresponding error code of the conversation will be displayed. Refer to the section Error Codes

Transcript Generation

Yes – If transcript is successfully generated

No – If transcript is not generated

If transcript is not generated, the corresponding error code will be displayed. Refer to the section Error Codes

Hold Count

Number of times the agent has put the customer on hold during the conversation

Total Hold Duration (secs)

Sum of hold duration throughout the conversation

Wrapup Duration (secs)

Time taken to do the ACW. Find the below formula for calculating wrapup duration:

ACW submit time - Call end time

Total Talk time

(Total conversation duration - hold duration) of the conversation

Total NLP entities

Total number of NLP entities detected in the conversation

Total AI entities

Total number of AI entities detected in the conversation

Total Rule entities

Total number of Rule entities in the summary

Total Complex entities

Total number of Complex entities in the summary

Total AI Intents

Number of AI intents detected in the conversation

Total On Demand Requests

Total number of times on-demand summary was requested by agents

Total On Demand Successful Requests

Number of times on-demand request was successful

Total On Demand Default Summaries

Total number of default summaries generated for on-demand requests

Total On Demand Meaningful Summaries

Total number of meaningful summaries generated for on-demand requests

Total On Demand Summaries Edited

Total number of on-demand summaries edited

Total On Demand Summaries Failed

Total number of on-demand summaries which failed to generate

Total On Demand Empty Dispositions

Total number of empty dispositions generated for on-demand requests

Total On Demand Meaningful Dispositions

Total number of meaningful dispositions generated for on-demand requests

Total On Demand Disposition Edited

Total number of on-demand disposition was edited

Total On Demand Disposition Failed

Total number of on-demand disposition which failed to generate

Is ACW Meaningful Summary

Yes – If ACW summary is meaningful

No – If ACW summary is default

Is ACW Request Success

Yes – If ACW request is successful

No – If ACW request is failed / ACW request is not received

Is ACW Meaningful Disposition

Yes – If meaningful disposition is detected after the conversation has completed

No – If meaningful disposition is not detected after the conversation has completed

Is ACW Summary Edited

Yes – If ACW summary is edited after the conversation has completed

No – If ACW summary is not edited after the conversation has completed

Is ACW Disposition Request Success

Yes – If ACW disposition request is successful

No – If ACW disposition request is failed

Is ACW Disposition Edited

Yes – If auto-detected disposition is edited after the conversation has completed

No – If auto-detected disposition is not edited

Business Process Id

Business process ID

Customer Id

Customer ID

Error Codes – Ghost Contact

Codes	Description
1200	Audio stream is ignored
1201	Total silence
1202	Agent silence
1203	Customer silence
1204	Too short call
1205	Potential reject
1206	Summary is rejected

Error Codes – Transcript Generation

Codes	Description
1215	Unknown error - If redaction or any other services are stopped, transcription will not be generated
1216	Invalid CTI language map or CTI language mapping is not found
1217	ISO language and engine mapping is not found for CTI language (ASR instance is not configured)
1218	Connection is not available so that the event stream cannot be submitted to ASR engine (ASR instance connection failure)
1219	ASR instance stream error
1220	Redaction error

Code: 400

Refer to the section when the request has incorrect date format and start date is more than the end date.

Code: 404

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "",
      "resourceId": "",
      "field": "",
      "message": "Report is not available for given filters",
      "errors": {}
    }
  ]
}

Response and Error Codes

Code	Response
200	OK – The request has succeeded.
400	If you provide invalid data, incorrect date format or start date more than end date, system throws an error message.
404	If the report is not available in the given filter data, system throws an error message.
500	Internal server error

Conversation Event Report API

This report provides event-level details of each conversation, from its start till the end, along with the timestamps for each event. This can be used to view and trace the conversation's processing flow through the pipeline.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/api/v2/report/csv/conversation-events

Request

curl -XGET "https://api.<region>.cloud.uniphore.com/api/v2/report/csv/conversation-events?conversationIds=%5B1653313214591u1v4spbds%2C16530580075038mjzlbdmg%5D&environment=dev" -H  "accept: */*""

Example Request

{
  "conversationIds": [1653313214591u1v4spbds,16530580075038mjzlbdmg]
  "environment": dev
}

Query Parameters

Parameter Name	Description	Data Type	Required / Optional
`conversationIds`	Conversation ID. Allows multiple conversation IDs separated by comma	String	Required
`environment`	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String	Optional

Example Response

Code: 200

Response Parameters

The following columns are present for each row.

Field Name	Description
`Conversation Id`	Conversation ID
`Event Type`	Various types of event-level detail, from its start till the end for a conversation. Refer to the section Event Types
`Event Timestamp`	Time of occurrence of a particular event
`Event Details`	Individual event level details
`Code`	Error codes captured at each segment of a conversation provide insights to know exactly where the error has occurred. Refer to the section Error Codes
`Latency (Secs)`	Time taken to complete the event in seconds

Event Types

Following are the various types of event-level detail, from its start till the end for a conversation, which can be used to view/trace the conversation's processing flow through the pipeline.

Events	Definition	Event label
call start	Notifies the time when the call start event is received from the audio logger (OrecX/Amazon-Connect/Twilio)	start
call stop	Notifies the time when the call end event is received from the audio logger ((OrecX/Amazon-Connect/Twilio)	stop
call ready	Notifies the ready event for agent published by product	ready
transcription started	Notifies the time when the transcription is received from the ASR engine	transcriptFirstTurn
transcription ended	Notifies the time when the last transcription is received from the ASR engine	transcriptLastTurn
redaction request sent	Notifies the time when the redaction request is sent to redaction service	redactionFirstRequest
redaction response received	Notifies the time when the redaction response is received	redactionFirstResponse
entity detected	Notifies the time when an entity is detected with entity name as well as the value is extracted	nlpEntity
ai entity detected	Notifies when the AI entities are detected	aiEntity
intent detected	Notifies when an AI intent is detected	aiIntent
disposition calculated	Notifies the time response from the disposition service	disposition
on demand summary requested [delta summary, regenerate summary]	Notifies the trigger time for on-demand summary	summary
complex entity evaluated	Notifies the time when the complex entity is evaluated with name and value of entity	complex
Rules evaluated	Notifies the time when the rules are evaluated with rule name and value	rule
on demand summary generated	Notifies the time when the on-demand summary is generated along with its value	onDemandRequest
ACW summary generated	Notifies the time when the ACW summary is generated along with its value	acwRequest
Hold event	Notifies the time when the call is put on hold	hold
resume event	Notifies the time when the call is resumed from hold	resume
ghost call	Notifies the time when the call is identified as ghost call with type of ghost call	ghostCall
ACW summary submitted	Notifies the time when an agent submits ACW summary	summarySubmitted
switch intent	Notifies the time when a switch intent event is occurred	intentSwitch
summary delivered	Notifies the time when the summary is pushed to web socket	summaryPush
disposition delivered	Notifies the time when the disposition is pushed to web socket	dispositionPush
sentiment	Notifies the time when the sentiment is generated	sentiment
streamNotReceived	Notifies when the stream is not received	streamNotReceived
audioLoggerNotConnected	Notifies when audio logger is not connected	audioLoggerNotConnected
alert	Notifies when an alert is generated	alert

Error Codes

Codes	Description
1207	Resume event is not received
1208	Audio stream is not received
1209	Logger is not connected
1216	Invalid CTI language map or CTI language mapping is not found
1217	ISO language and engine mapping is not found for CTI language (ASR instance is not configured)
1218	Connection is not available so that the event stream cannot be submitted to ASR engine (ASR instance connection failure)
1219	ASR instance stream error
1220	Redaction error
1221	Entity extraction error
1225	Alerts transcript error
1226	Alerts non-speech error
1232	NLP/AI entities are not detected
1224	Entity extraction post processing error
1228	Exception occurred while creating request ID in On-demand, intent-switch, ACW
1229	On-demand request error
1237	Intent switch request error
1242	Rule entities are not detected
1233	Rule execution is failed
1235	Summary generation error
1243	Complex entities are not detected
1234	Complex execution error
1236	Default summary error
1230	Disposition error
1231	Disposition is not detected (Empty disposition)
1238	Sentiment error
1239	On-demand request error
2001	Publishing summary to web socket is failed
2002	Publishing disposition to web socket is failed

Code: 404

{
  "data": "",
  "errors": [
    {
      "code": "1002",
      "resource": "",
      "resourceId": "",
      "field": "",
      "message": "Report is not available for given filters",
      "errors": {}
    }
  ]
}

Response and Error Codes

Code	Response
200	OK – The request has succeeded.
404	If the report is not available in the given filter data, system throws an error message.
500	Internal server error

In this section:

Uniphore Customer Portal

Operational Metrics

ACW/On-demand Summary Aggregation Metrics API

Request

Example Request

Query Parameters

Example Response

Note

Code: 400

Code: 404

Response and Error Codes

ACW/On-demand Summary Aggregation Trends API

Note

Request

Example Request

Query Parameters

Example Response

Response Parameters

Response and Error Codes

ACW/On-demand Summary Detailed Report API

Request

Example Request

Query Parameters

Example Response

Response Parameters

Response and Error Codes

Conversation Detailed Report API

Request

Example Request

Request Parameters

Query Parameters

Example Response

Response Parameters

Response and Error Codes

Conversation Event Report API

Request

Example Request

Query Parameters

Example Response

Response and Error Codes

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