Receive ACW Summary
This webhook allows Agent to receive ACW summary after every call based on the conversation between the agent and customer.
https://api.<region>.cloud.uniphore.com/v2/queue/reply.<tenantid>.<environment>.<userCRMId>.summary
Example Response
ACW Summary – Paragraph
The below given response has the ACW Summary details in paragraph format.
{
"metaData": {
"conversationId": "1636557791154gajc5z0vz",
"stationId": "riagent001",
"customerId": "121212",
"businessProcess": "BP_UNIP_1",
"event": "stop",
"startTime": "1636557858234"
},
"summary": {
"requestId": "618be3e07a912597408d120d",
"data": {
"format": "paragraph",
"templateId": 484,
"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"
}
}
},
"delta": {
"format": "paragraph",
"templateId": 484,
"paragraph": {
"header": {
"label": "Call starts with",
"body": "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 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": ""
}
}
},
"startTime": 0
}
}
Response Parameters
Response Parameters | Response Values |
|---|---|
| ACW Summary format: Paragraph |
| Summary information configured in header section |
| Summary information configured in body section |
| Summary information configured in footer section |
ACW Summary – Bullet Points
This API returns the ACW Summary details in bullet format.
{
"metaData": {
"conversationId": "1636557791154gajc5z0vz",
"stationId": "riagent001",
"customerId": "121212",
"businessProcess": "BP_UNIP_1",
"event": "stop",
"startTime": "1636557858234"
},
"summary": {
"requestId": "618be3e07a912597408d120d",
"data": {
"format": "bulletPoint",
"templateId": 484,
"bullet": ["Customer name is Rob", "Agent name is john and I see you're calling about your pending claim 8675319 we can take care this right away"]
},
"delta": {
"format": "bulletPoint",
"templateId": 484,
"bullet": ["Agent name is john and I see you're calling about your pending claim 8675319 we can take care this right away"]
},
"startTime": 0
}
}
Response Parameters
Response Parameters | Response Values |
|---|---|
| ACW Summary format: Bullet points |
| ACW Summary in bullet points |
Response Output in UI
 |