OnPostCallAnalysisAvailable

Operator - "CONTAINS_ANY"

Operands - Agent hierarchy ARNs.

ComparisonValue - "$.ContactLens.PostCall.Agent.HierarchyGroup.ARN"

Negate - False

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands - An array of numbers, array length can only be 1. Value is an integer between 0 and 100.

ComparisonValue - "$.ContactLens.PostCall.Agent.HierarchyGroup.ARN"

Negate - False

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands - An array of number, array length can only be 1. Value is an integer between 0 and 100.

ComparisonValue - '$.ContactLens.PostCall.Agent.CustomerHoldDurationPct'

Negate - False.

Operator - "CONTAINS_ANY"

Operands - A validated enum set of possible values. Possible values are as follows:

ComparisonValue - '$.ContactLens.PostCall.InitiationMethod'

Negate - False

Operator - "CONTAINS_ANY"

Operands - A validated enum set of possible values. Possible values are as follows:

ComparisonValue - "$.ContactLens.PostCall.DisconnectReason"

Negate - False

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands - An integer.

ComparisonValue - '$.ContactLens.PostCall.TalkTime.TotalTimeSecs'

FilterClause -

{ // required!!
        LogicOperator: 'AND', // has to be 'AND'
        Filters: [ // only allows one of the object
          {
            Type: 'ParticipantRole',
            Data: 'AGENT', // 'AGENT' or 'CUSTOMER'
          },
        ],
      },
                    

Negate - False

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands - an integer (decibels).

ComparisonValue - '$.ContactLens.PostCall.Loudness.HighestLoudnessScore'

FilterClause -

{
        LogicOperator: 'AND', // has to be AND
        Filters: [ // only one object
          {
            Type: 'ParticipantRole',
            Data: 'CUSTOMER', // or 'AGENT'
          },
        ],
      },
                        

Negate - False

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands - A positive integer or zero.

ComparisonValue - '$.ContactLens.PostCall.Agent.AfterContactWorkDurationSecs'

Negate - False

Operator - "CONTAINS_ANY"

Operands - Routing profile ARNs:

ComparisonValue - "$.ContactLens.PostCall.Agent.RoutingProfile"

Negate - False

Operator - "CONTAINS_ANY" | "EQUALS"

Operands - A validated enum of possible values.

ComparisonValue - '$.ContactLens.PostCall.PotentialDisconnectIssue'

Negate - False.

Operator - "CONTAINS_ANY"

Operands - A list of segment attribute values. The values must be a value in the pre-defined attribute resource.

ComparisonValue - "$.ContactLens.ContactEvaluation.SegmentAttributes.UserDefined.[KEY]"

The KEY must be an instance pre-defined attribute resource.

Negate - False or True

Operator - "CONTAINS_ANY"

Operands - A list of strings. Strings are either a list of different UUIDs by themselves or a list of strings prefixed with the same UUID, with different possible version numbers uuid:2 and uuid:3. For example:

ComparisonValue - '$.ContactLens.PostCall.AiAgent.IdWithVersion'

FilterClause -

[
          { // REQUIRED filter 
            Type: 'AiAgentUseCase',
            Data: {
              Value: 'SelfService', // or 'AgentAssistance'
            },
          },
          { // OPTIONAL filter
            Type: 'AiAgentEscalatedToHuman',
            Data: 'TRUE', // or 'FALSE'
          },
        ],
      },
                        

Negate - False

Operator - "CONTAINS_ANY"

Operands – A list of strings

ComparisonValue – "$.ContactLens.PostCall.ExactMatch.Transcript"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostCallContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        }
    ]
}      

Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

Operator - "CONTAINS_ANY"

Operands – A list of strings

ComparisonValue – "$.ContactLens.PostCall.SemanticMatch.Transcript"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostCallContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        }
    ]
}  

Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

Operator - "EQUALS"

Operands – A list with a single string

ComparisonValue – ""$.ContactLens.PostCall.SemanticMatch.Phrase"

FilterClause –

{
     Operator: "EQUALS",
     Operands: [
          "Customer called to change their address and agent proceeded with the address change during the call."
     ],
     ComparisonValue: "$.ContactLens.PostCall.SemanticMatch.Phrase",
     Negate: true or false
},  

Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

Operator - "CONTAINS_ANY"

Operands – A list of pattern match objects. See PatternMatch Operands.

ComparisonValue – "$.ContactLens.PostCall.PatternMatch.Transcript"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostCallContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
        {
            "Type": "PatternMatchLanguageFilter",
            "Data": "EN"|"ES"|"AR"|"DE"|"FR"|"HI"|"IT"|"PT"|"KO"|"JA"|"ZH"
        }
    ]
}

Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

Operator - "CONTAINS_ANY"

Operands – A list of agent IDs

ComparisonValue – "$.ContactLens.PostCall.Agent.AgentId"

Negate - false

Operator - "EQUALS"

Operands – No value.

ComparisonValue – "$.ContactLens.PostCall.Queue.QueueId"

Negate - False

Operator - "EQUALS"

Operands – An array of string, array length can only be 1. Value is the contact attribute value.

ComparisonValue – "$.ContactLens.PostCall.ContactAttribute.YOUR_ATTRIBUTE_KEY"

Negate - true/false. If set to true, it means YOUR_ATTRIBUTE_KEY does not equal to the attribute value specified in the Operands. .

Operator - "EQUALS"

Operands – An array of string, array length can only be 1. Value is one of "POSITIVE", "NEGATIVE", "NEUTRAL".

ComparisonValue – "$.ContactLens.PostCall.Sentiment.State"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
} 

Negate - false

Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

ComparisonValue – "$.ContactLens.PostCall.Sentiment.OverallScore"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
} 

Negate - false

Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

ComparisonValue – "$.ContactLens.PostCall.Sentiment.Score.Beginning"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

Negate - false

Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

ComparisonValue – "$.ContactLens.PostCall.Sentiment.Score.End"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

Negate - false

Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

ComparisonValue – "$.ContactLens.PostCall.Sentiment.OverallScore"

FilterClause –

{
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

Negate - false

Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

ComparisonValue – "$.ContactLens.PostCall.NonTalkTime.TotalTimeSecs"

Negate - false

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

ComparisonValue – "$.ContactLens.PostCall.NonTalkTime.LongestTimeSecs"

Negate - false

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

ComparisonValue – "$.ContactLens.PostCall.Interruptions.Instances"

Negate - false

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

ComparisonValue – "$.ContactLens.PostCall.Agent.CustomerHoldDurationSecs"

Negate - false

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

ComparisonValue – "$.ContactLens.PostCall.Agent.LongestHoldDurationSecs"

Negate - false

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

ComparisonValue – "$.ContactLens.PostCall.Agent.NumberOfHolds"

Negate - false

Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

"$.ContactLens.PostCall.Agent.AgentInteractionDurationSecs"

Negate - false