Die vorliegende Übersetzung wurde maschinell erstellt. Im Falle eines Konflikts oder eines Widerspruchs zwischen dieser übersetzten Fassung und der englischen Fassung (einschließlich infolge von Verzögerungen bei der Übersetzung) ist die englische Fassung maßgeblich.
Beispiel für Ausgabedateien von Contact Lens für einen Chat, der mit der Konversationsanalyse von Contact Lens analysiert wurde
Dieser Abschnitt zeigt ein Beispielschema für eine Chat-Konversation, die mit der Konversationsanalyse von Contact Lens analysiert wurde. Das Beispiel zeigt die abgeleitete Stimmung, übereinstimmende Kategorien, die Kontaktzusammenfassung und die Reaktionszeit.
Die analysierte Originaldatei enthält das vollständige Chat-Transkript. Derselbe Inhalt, der im Chat-Feld Transkript auf der Seite Kontaktdaten enthalten ist, befindet sich auch im Feld Transcript in der ursprünglichen Analysedatei von Contact Lens. Darüber hinaus kann die analysierte Datei weitere Felder enthalten, z. B. einen Redaction-Abschnitt, der darauf hinweist, dass die redigierte Analysedatei redigierte Daten enthält.
Anmerkung
Einige ConversationCharacteristics enthalten DetailsByParticipantRole-Zuordnungen mit den Rollen der Teilnehmer als Schlüssel. Es ist jedoch nicht garantiert, dass alle Rollen auf der Participants-Liste (wie CUSTOMER oder AGENT) entsprechende Schlüssel in den DetailsByParticipantRole-Objekten haben. Gibt an, ob ein Schlüssel für einen Teilnehmer vorhanden ist, hängt davon ab, ob geeignete Daten für die Analyse in Contact Lens vorhanden waren.
Kategorien
PointsOfInterest unterscheiden sich bei den Kategorien für die Phase nach dem Chat und nach dem Anruf:
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Für
PointsOfInterestin der Phase nach dem Anruf wird der Versatz in Millisekunden angegeben. -
PointsOfInterestin der Phase nach dem Chat haben ein Array vonCharacterOffset. Jedes dieser Elemente verfügt über eineTranscriptItemsund einenid.
Es gibt ein Array von PointsOfInterest. Jedes Array hat ein Array von TranscriptItems: jeder PointOfInterest ist für eine Kategorieübereinstimmung, aber jede Übereinstimmung kann sich über mehrere Transkriptelemente erstrecken.
Das Array PointsOfInterest kann sowohl für Anrufe als auch für Chats leer sein. Das bedeutet, dass die Kategorieübereinstimmung für den gesamten Kontakt geprüft wird. Wenn Sie beispielsweise eine Regel erstellen, die eine Übereinstimmung mit der Kategorie feststellt, wenn Hello im Kontakt nicht erwähnt wird, gibt es keinen Teil im Transkript, der für diese Bedingung bestimmt werden könnte.
Anmerkung
Derzeit wird die Kategorie nur für Chat-Nachrichten mit text/plain und text/markdown abgeleitet.
Wichtigste Highlights
Die wichtigsten Highlights befinden sich im Array ConversationCharacteristics.ContactSummary.SummaryItemsDetected. Dieses Array kann nicht mehr als ein Element enthalten, was verdeutlicht, dass nur ein Satz an Issue-, – Outcomeund Action-Elementen gefunden werden kann.
Jedes Objekt im Array hat die folgenden Felder: IssuesDetected, OutcomesDetected, ActionItemsDetected.
Jedes der Felder hat ein Array an TranscriptItems mit Id und CharacterOffsets. Sie beschreiben TranscriptItems und bestimmte Teile, von denen festgestellt wurde, dass sie diese Kontaktzusammenfassung enthalten: Problem, Ergebnis oder Aktionselement.
Anmerkung
Derzeit werden wichtige Highlights nur für text/plain-Chat-Nachrichten abgeleitet.
Stimmung
Allgemeine Stimmung
Der Stimmungswert für das Feld DetailsByParticipantRole für Kontaktteilnehmer ähnelt der Sprachanalysedatei von Contact Lens.
Das Feld DetailsByInteraction enthält einen CUSTOMER-Stimmungswert für Teile der Chat-Interaktion, jeweils WithAgent und WithoutAgent. Wenn es in diesen Teilen der Interaktion keine Kundennachrichten gab, fehlt das entsprechende Feld.
Anmerkung
Derzeit wird die Stimmung nur für Chat-Nachrichten mit text/plain und text/markdown abgeleitet.
Stimmungsverschiebung
Das Feld DetailsByParticipantRole enthält ein Objekt, das die Stimmungsverschiebung für Kontaktteilnehmer (also AGENT, CUSTOMER) beschreibt: BeginScore und EndScore.
Das Feld enthält eine CUSTOMER-Stimmungsverschiebung für Teile der Chat-Interaktion, jeweils WithAgent und WithoutAgent. Wenn es in diesen Teilen der Interaktion keine Kundennachrichten gab, fehlt das entsprechende Feld.
Die Stimmungsverschiebung liefert Informationen darüber, wie sich die Stimmung der Teilnehmer während der Chat-Interaktion verändert hat.
Reaktionszeit
AgentGreetingTimeMillis misst die Zeit zwischen dem Zeitpunkt, zu dem der/die AGENT dem Chat beitritt, und dem Zeitpunkt, zu dem er/sie seine/ihre erste Nachricht an den/die Kund:in beendet hat.
DetailsByParticipantRole weist für alle Teilnehmer folgende Merkmale auf:
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Average: Wie lang ist die durchschnittliche Reaktionszeit eines/einer Teilnehmer:in? -
Maximum: Wie lang ist die längste Reaktionszeit eines/einer Teilnehmer:in? Wenn es mehrere Transkriptelemente mit derselben maximalen Reaktionszeit gibt: Welche sind das?
Um die – Maximumund Average-Reaktionszeit für einen/eine bestimmten/bestimmte Teilnehmer:in zu berechnen, muss dieser/diese auf die Nachricht eines/einer anderen Teilnehmer:in reagieren (AGENT muss CUSTOMER antworten oder umgekehrt).
Wenn es beispielsweise nur eine Nachricht vom CUSTOMER und dann nur eine Nachricht vom AGENT vor dem Ende des Chats gab, berechnet Contact Lens eine Reaktionszeit für den AGENT, aber nicht den CUSTOMER.
Anmerkung
Derzeit wird die Reaktionszeit nur für Chat-Nachrichten mit text/plain und text/markdown abgeleitet.
Redaktion
Beachten Sie im Hinblick auf die ursprüngliche Analysedatei für Chats Folgendes:
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Das Transkriptelement enthält nur dann einen
Redaction-Abschnitt, wenn es Daten gibt, die redigiert werden müssen. Der Abschnitt enthält Zeichenversätze für die Daten, die in der redigierten Analysedatei redigiert wurden. -
Wenn zwei oder mehr Teile einer Nachricht redigiert werden, gilt der erste Versatz für den ersten redigierten Teil, der zweite Versatz gilt für den zweiten redigierten Teil usw.
DisplayNames für AGENT und CUSTOMER werden redigiert, weil sie persönlich identifizierbare Informationen enthalten. Dies gilt auch für den AttachmentName.
Für CharacterOffsets werden Redaktionsänderungen der Content-Länge in der redigierten Analysedatei berücksichtigt. CharacterOffsetsbeschreiben redigierte Inhalte, nicht Originalinhalte.
Beispiel für eine Original-Chat-Datei
{ "AccountId": "123456789012", "Categories": { "MatchedCategories": [ "agent-intro" ], "MatchedDetails": { "agent-intro": { "PointsOfInterest": [ { "TranscriptItems": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 73 }, "Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a" } ] } ] } } }, "Channel": "CHAT", "ChatTranscriptVersion": "2019-08-26", "ContentMetadata": { "Output": "Raw" }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "SummaryItemsDetected": [ { "ActionItemsDetected": [], "IssuesDetected": [ { "TranscriptItems": [ { "CharacterOffsets": { "BeginOffsetChar": 72, "EndOffsetChar": 244 }, "Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df" } ] } ] "OutcomesDetected": [ { "TranscriptItems": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 150 }, "Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851" } ] } ] } ], "ResponseTime": { "AgentGreetingTimeMillis": 2511, "DetailsByParticipantRole": { "AGENT": { "Average": { "ValueMillis": 5575 }, "Maximum": { "TranscriptItems": [ { "Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3" } ], "ValueMillis": 7309 } }, "CUSTOMER": { "Average": { "ValueMillis": 5875 }, "Maximum": { "TranscriptItems": [ { "Id": "c71ad383-f876-4bb3-b254-7837b6a3d395" } ], "ValueMillis": 11366 } } } }, "Sentiment": { "DetailsByTranscriptItemGroup": [ { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3673d926-6e75-4620-a6f0-7ea571790a15" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc" }, { "Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e" }, { "Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 3.3333333333333335, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -1.6666666666666667, "Sentiment": "NEGATIVE", "TranscriptItems": [ { "Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -3.75, "Sentiment": "NEGATIVE", "TranscriptItems": [ { "Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c" }, { "Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -3.75, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -2.5, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "ecb8c498-96d7-448b-8360-366eeddb4090" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "d334058f-e3de-4cf1-a361-32e4e61f1839" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "c71ad383-f876-4bb3-b254-7837b6a3d395" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "4b292b64-4a33-45ff-89df-d5a175d16d70" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 1.6666666666666667, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 3.75, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 3.75, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0" } ] } ], "OverallSentiment": { "DetailsByInteraction": { "DetailsByParticipantRole": { "CUSTOMER": { "WithAgent": 0 } } }, "DetailsByParticipantRole": { "AGENT": 1.1538461538461537, "CUSTOMER": 0 } }, "SentimentShift": { "DetailsByInteraction": { "DetailsByParticipantRole": { "CUSTOMER": { "WithAgent": { "BeginScore": -3, "EndScore": 3.75 } } } }, "DetailsByParticipantRole": { "AGENT": { "BeginScore": 0, "EndScore": 2.5 }, "CUSTOMER": { "BeginScore": -3.75, "EndScore": 3.75 }, "SYSTEM": { "BeginScore": 2.5, "EndScore": 0 } } } } }, "CustomerMetadata": { "ContactId": "b49644f6-672f-445c-b209-f76b36482830", "InputS3Uri": "path to the json file in s3", "InstanceId": "f23fc323-3d6d-48aa-95dc-EXAMPLE012" }, "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM" }, { "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT" } ], "Transcript": [ { "AbsoluteTime": "2022-10-27T03:31:50.735Z", "ContentType": "application/vnd.amazonaws.connect.event.participant.joined", "DisplayName": "John", "Id": "740c494d-9df7-4400-91c0-3e4df33922c8", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "EVENT" }, { "AbsoluteTime": "2022-10-27T03:31:53.390Z", "Content": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virtual contact center can enable you to do.", "ContentType": "text/plain", "DisplayName": "SYSTEM_MESSAGE", "Id": "78aa8229-714a-4c87-916b-ce7d8d567ab2", "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:31:55.131Z", "Content": "The time in queue is less than 5 minutes.", "ContentType": "text/plain", "DisplayName": "SYSTEM_MESSAGE", "Id": "1276382b-facb-49c5-8d34-62e3b0f50002", "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:31:56.618Z", "Content": "You are now being placed in queue to chat with an agent.", "ContentType": "text/plain", "DisplayName": "SYSTEM_MESSAGE", "Id": "88c2363e-8206-4781-a353-c15e1ccacc12", "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:00.951Z", "ContentType": "application/vnd.amazonaws.connect.event.participant.joined", "DisplayName": "Jane", "Id": "c05cca74-d50b-4aa5-b46c-fdb5ae8c814c", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "EVENT" }, { "AbsoluteTime": "2022-10-27T03:32:03.462Z", "Content": "Hello, thanks for reaching Example Corp. This is Jane. How may I help you?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 46, "EndOffsetChar": 53 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:08.102Z", "Content": "I'd like to see if I can get a refund or an exchange, because I ordered one of your grow-it-yourself indoor herb garden kits and nothing sprouted after a couple weeks so I think something is wrong with the seeds and this product may be defective.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:14.137Z", "Content": "My wife is blind and sensitive to the sun so I was going to surprise her for her birthday with all the herbs that she loves so you guys actually really let me down.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:18.781Z", "Content": "I should be taking my business elsewhere. I don't see why I should be giving money to a company that isn't even going to sell a product that works.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:24.123Z", "Content": "Ok. Can I get your first and last name please?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "3673d926-6e75-4620-a6f0-7ea571790a15", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:29.879Z", "Content": "Yeah. My first name is John and last name is Doe.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 21, "EndOffsetChar": 26 }, { "BeginOffsetChar": 44, "EndOffsetChar": 49 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:34.670Z", "Content": "Could you please provide me with the order ID number?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:39.726Z", "Content": "Yes, just . Looking ...", "ContentType": "text/markdown", "DisplayName": "John", "Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:44.887Z", "Content": "Not a problem, take your time.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:52.978Z", "Content": "Okay, that should be #5376897. You know, if the product was fine I wouldn't have to scrounge through emails.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "ecb8c498-96d7-448b-8360-366eeddb4090", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:59.441Z", "Content": "alright, perfect. And could you also just confirm the shipping address for me?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 77, "EndOffsetChar": 78 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:05.455Z", "Content": "123 Any Street, Any Town, and the zip code is 98109.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "d334058f-e3de-4cf1-a361-32e4e61f1839", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 0, "EndOffsetChar": 27 }, { "BeginOffsetChar": 49, "EndOffsetChar": 54 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:12.764Z", "Content": "Thank you very much. Just waiting on my system here. .. I'll also need the last four digits of your debit card.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:17.412Z", "Content": "Ok. Last four for my debit care are 9008", "ContentType": "text/markdown", "DisplayName": "John", "Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 27, "EndOffsetChar": 31 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:22.486Z", "Content": "It's just too bad. I thought this was going to be the best gift idea. How can you guys be sending out defective seeds? Isn't that your whole business?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:38.961Z", "Content": "I apologize for the experience you had Mr. Doe, its very uncommon that our customer will have this issue. We will look into this and get this sorted out for you right away.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 41, "EndOffsetChar": 46 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:44.192Z", "Content": "Well, my wife's birthday already passed, so. There's not too much you can do. But I would still like to grow the herbs for her, if possible.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "4b292b64-4a33-45ff-89df-d5a175d16d70", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:51.310Z", "Content": "Totally understandable. Let me see what we can do for you. Please give me couple of minutes as I check the system.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:56.287Z", "Content": "Thank you sir one moment please.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:01.224Z", "Content": "Alright are you still there Mr Doe?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 30, "EndOffsetChar": 35 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:07.093Z", "Content": "Yeah.", "ContentType": "text/markdown", "DisplayName": "John", "Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:12.562Z", "Content": "We are not only refunding the cost of the grow-it-yourself indoor herb kit but we will also be sending you a replacement. Would you be okay with this?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:17.029Z", "Content": "Yeah! That would be great. I just want my wife to be able to have these herbs in her room. And I'm always happy to get my money back!", "ContentType": "text/markdown", "DisplayName": "John", "Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:22.269Z", "Content": "Awesome! We really want to keep our customers happy and satisfied, and again I want to apologize for your less than satisfactory experience with the last product you ordered from us.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:26.353Z", "Content": "Okay! No problem. Sounds great. Thank you for all your help!", "ContentType": "text/markdown", "DisplayName": "John", "Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:31.431Z", "Content": "Is there anything else I can help you out with John?", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 48, "EndOffsetChar": 53 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:36.704Z", "Content": "Nope!", "ContentType": "text/markdown", "DisplayName": "John", "Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:41.448Z", "Content": "Ok great! Have a great day.", "ContentType": "text/markdown", "DisplayName": "Jane", "Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:42.799Z", "ContentType": "application/vnd.amazonaws.connect.event.participant.left", "DisplayName": "John", "Id": "d1ba54ba-61d4-4a48-9a9a-6cd17d70b8fb", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "EVENT" }, { "AbsoluteTime": "2022-10-27T03:34:43.192Z", "ContentType": "application/vnd.amazonaws.connect.event.chat.ended", "Id": "2d9a0e4f-faec-485f-97af-2767dde1f30a", "Type": "EVENT" } ], "Version": "CHAT-2022-11-30" }
Beispiel für eine redigierte Chat-Datei
{ "AccountId": "123456789012", "Categories": { "MatchedCategories": [ "agent-intro" ], "MatchedDetails": { "agent-intro": { "PointsOfInterest": [ { "TranscriptItems": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 71 }, "Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a" } ] } ] } } }, "Channel": "CHAT", "ChatTranscriptVersion": "2019-08-26", "ContentMetadata": { "Output": "Redacted", "RedactionTypes": [ "PII" ], "RedactionTypesMetadata": { "PII": { "RedactionMaskMode": "PII" } } }, "ConversationCharacteristics": { "ContactSummary": { "SummaryItemsDetected": [ { "ActionItemsDetected": [], "IssuesDetected": [ { "TranscriptItems": [ { "CharacterOffsets": { "BeginOffsetChar": 72, "EndOffsetChar": 244 }, "Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df" } ] } ], "OutcomesDetected": [ { "TranscriptItems": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 150 }, "Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851" } ] } ] } ] "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } } ], }, "ResponseTime": { "AgentGreetingTimeMillis": 2511, "DetailsByParticipantRole": { "AGENT": { "Average": { "ValueMillis": 5575 }, "Maximum": { "TranscriptItems": [ { "Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3" } ], "ValueMillis": 7309 } }, "CUSTOMER": { "Average": { "ValueMillis": 5875 }, "Maximum": { "TranscriptItems": [ { "Id": "c71ad383-f876-4bb3-b254-7837b6a3d395" } ], "ValueMillis": 11366 } } } }, "Sentiment": { "DetailsByTranscriptItemGroup": [ { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3673d926-6e75-4620-a6f0-7ea571790a15" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc" }, { "Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e" }, { "Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 1.6666666666666667, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c" } ] }, { "ParticipantRole": "AGENT", "ProgressiveScore": 3.3333333333333335, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -1.6666666666666667, "Sentiment": "NEGATIVE", "TranscriptItems": [ { "Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -3.75, "Sentiment": "NEGATIVE", "TranscriptItems": [ { "Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c" }, { "Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -3.75, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": -2.5, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "ecb8c498-96d7-448b-8360-366eeddb4090" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "d334058f-e3de-4cf1-a361-32e4e61f1839" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "c71ad383-f876-4bb3-b254-7837b6a3d395" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "4b292b64-4a33-45ff-89df-d5a175d16d70" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 0, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 1.6666666666666667, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 3.75, "Sentiment": "POSITIVE", "TranscriptItems": [ { "Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b" } ] }, { "ParticipantRole": "CUSTOMER", "ProgressiveScore": 3.75, "Sentiment": "NEUTRAL", "TranscriptItems": [ { "Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0" } ] } ], "OverallSentiment": { "DetailsByInteraction": { "DetailsByParticipantRole": { "CUSTOMER": { "WithAgent": 0 } } }, "DetailsByParticipantRole": { "AGENT": 1.1538461538461537, "CUSTOMER": 0 } }, "SentimentShift": { "DetailsByInteraction": { "DetailsByParticipantRole": { "CUSTOMER": { "WithAgent": { "BeginScore": -3, "EndScore": 3.75 } } } }, "DetailsByParticipantRole": { "AGENT": { "BeginScore": 0, "EndScore": 2.5 }, "CUSTOMER": { "BeginScore": -3.75, "EndScore": 3.75 } } } } }, "CustomerMetadata": { "ContactId": "b49644f6-672f-445c-b209-f76b36482830", "InputS3Uri": "path to the json file in s3", "InstanceId": "f23fc323-3d6d-48aa-EXAMPLE012" }, "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM" }, { "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT" } ], "Transcript": [ { "AbsoluteTime": "2022-10-27T03:31:50.735Z", "ContentType": "application/vnd.amazonaws.connect.event.participant.joined", "DisplayName": "[PII]", "Id": "740c494d-9df7-4400-91c0-3e4df33922c8", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "EVENT" }, { "AbsoluteTime": "2022-10-27T03:31:53.390Z", "Content": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virtual contact center can enable you to do.", "ContentType": "text/plain", "DisplayName": "SYSTEM_MESSAGE", "Id": "78aa8229-714a-4c87-916b-ce7d8d567ab2", "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:31:55.131Z", "Content": "The time in queue is less than 5 minutes.", "ContentType": "text/plain", "DisplayName": "SYSTEM_MESSAGE", "Id": "1276382b-facb-49c5-8d34-62e3b0f50002", "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:31:56.618Z", "Content": "You are now being placed in queue to chat with an agent.", "ContentType": "text/plain", "DisplayName": "SYSTEM_MESSAGE", "Id": "88c2363e-8206-4781-a353-c15e1ccacc12", "ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02", "ParticipantRole": "SYSTEM", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:00.951Z", "ContentType": "application/vnd.amazonaws.connect.event.participant.joined", "DisplayName": "[PII]", "Id": "c05cca74-d50b-4aa5-b46c-fdb5ae8c814c", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "EVENT" }, { "AbsoluteTime": "2022-10-27T03:32:03.462Z", "Content": "Hello, thanks for reaching Example Corp. This is [PII]. How may I help you?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 46, "EndOffsetChar": 51 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:08.102Z", "Content": "I'd like to see if I can get a refund or an exchange, because I ordered one of your grow-it-yourself indoor herb garden kits and nothing sprouted after a couple weeks so I think something is wrong with the seeds and this product may be defective.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:14.137Z", "Content": "My wife is blind and sensitive to the sun so I was going to surprise her for her birthday with all the herbs that she loves so you guys actually really let me down.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:18.781Z", "Content": "I should be taking my business elsewhere. I don't see why I should be giving money to a company that isn't even going to sell a product that works.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:24.123Z", "Content": "Ok. Can I get your first and last name please?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "3673d926-6e75-4620-a6f0-7ea571790a15", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:29.879Z", "Content": "Yeah. My first name is [PII] and last name [PII].", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 21, "EndOffsetChar": 26 }, { "BeginOffsetChar": 44, "EndOffsetChar": 49 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:34.670Z", "Content": "Could you please provide me with the order ID number?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:39.726Z", "Content": "Yes, just . Looking ...", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:44.887Z", "Content": "Not a problem, take your time.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:52.978Z", "Content": "Okay, that should be #5376897. You know, if the product was fine I wouldn't have to scrounge through emails.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "ecb8c498-96d7-448b-8360-366eeddb4090", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:32:59.441Z", "Content": "alright, perfect. And could you also just confirm the shipping address for me, [PII]", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 77, "EndOffsetChar": 82 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:05.455Z", "Content": "[PII], and the zip code [PII].", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "d334058f-e3de-4cf1-a361-32e4e61f1839", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 0, "EndOffsetChar": 5 }, { "BeginOffsetChar": 27, "EndOffsetChar": 32 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:12.764Z", "Content": "Thank you very much. Just waiting on my system here. .. I'll also need the last four digits of your debit card.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:17.412Z", "Content": "Ok. Last four for my debit card [PII]", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 27, "EndOffsetChar": 32 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:33.852Z", "Content": "It's just too bad. I thought this was going to be the best gift idea. How can you guys be sending out defective seeds? Isn't that your whole business?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "c71ad383-f876-4bb3-b254-7837b6a3d395", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:38.961Z", "Content": "I apologize for the experience you had Mr [PII], its very uncommon that our customer will have this issue. We will look into this and get this sorted out for you right away.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 41, "EndOffsetChar": 46 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:44.192Z", "Content": "Well, my wife's birthday already passed, so. There's not too much you can do. But I would still like to grow the herbs for her, if possible.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "4b292b64-4a33-45ff-89df-d5a175d16d70", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:51.310Z", "Content": "Totally understandable. Let me see what we can do for you. Please give me couple of minutes as I check the system.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:33:56.287Z", "Content": "Thank you sir one moment please.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:01.224Z", "Content": "Alright are you still there Mr [PII]?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 30, "EndOffsetChar": 35 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:07.093Z", "Content": "Yeah.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:12.562Z", "Content": "We are not only refunding the cost of the grow-it-yourself indoor herb kit but we will also be sending you a replacement. Would you be okay with this?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:17.029Z", "Content": "Yeah! That would be great. I just want my wife to be able to have these herbs in her room. And I'm always happy to get my money back!", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:22.269Z", "Content": "Awesome! We really want to keep our customers happy and satisfied, and again I want to apologize for your less than satisfactory experience with the last product you ordered from us.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:26.353Z", "Content": "Okay! No problem. Sounds great. Thank you for all your help!", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:31.431Z", "Content": "Is there anything else I can help you out with Mr [PII]?", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Redaction": { "CharacterOffsets": [ { "BeginOffsetChar": 48, "EndOffsetChar": 53 } ] }, "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:36.704Z", "Content": "Nope!", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:41.448Z", "Content": "Ok great! Have a great day.", "ContentType": "text/plain", "DisplayName": "[PII]", "Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d", "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7", "ParticipantRole": "AGENT", "Type": "MESSAGE" }, { "AbsoluteTime": "2022-10-27T03:34:42.799Z", "ContentType": "application/vnd.amazonaws.connect.event.participant.left", "DisplayName": "[PII]", "Id": "d1ba54ba-61d4-4a48-9a9a-6cd17d70b8fb", "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8", "ParticipantRole": "CUSTOMER", "Type": "EVENT" }, { "AbsoluteTime": "2022-10-27T03:34:43.192Z", "ContentType": "application/vnd.amazonaws.connect.event.chat.ended", "Id": "2d9a0e4f-faec-485f-97af-2767dde1f30a", "Type": "EVENT" } ], "Version": "CHAT-2022-11-30" }
