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• Reports V2 Call Keywords

Reports API Version 2 Call Keywords

Introduction

Keyword spotting refers to spotting keywords or phrases on call recording transcriptions.

Keyword

The keyword is the actual keyword or phrase to be ‘spotted’ in the transcription. This can be a single word (e.g. “cancel”) or a phrase (e.g. “call tracking”). Keywords and phrases are always spotted case-insensitive and are never spotted across different speakers. E.g. caller: “call”, operator: “tracking” would not match the phrase “call tracking”.

Keywords List

Returns all the spotted keywords for one or more row IDs.

Request:

GET /reports/v2/igrps/{igrpId}/callKeywords

Segment Params

• igrpSpec (spec) - IGRP ID (int).

GET Params

• filter (array) - One or more filters. All requests should contain at least one filter on rowId.
• sort (array) OPTIONAL - One or more sorting params.
• limit (integer) OPTIONAL - Limit on the result set.
• offset (integer) OPTIONAL - Offset on the result set.

Filter Types

• rowId (int) - Row ID.
• keywordId (int) - Keyword ID.
• keywordGroupId (int) - Keyword Group ID.
• leg (string) - The leg the keyword was spotted on. Can be operator, contact or all.
• startTime (int) - The start time of the keyword (or first word in a phrase) in the transcription. Recorded in seconds since the start of the recording.
• confidence (int) - The confidence of spotted keyword in the transcription (can be in range 0-100).
• keywordScore (int) - Score of the spotted keyword.
• metConfidenceLevel (int) - TA flag indicating that the spotted keyword/phrase met the minimum confidence level of the configured keyword (MinConfidence).

Sort Types

Same as Filter Types

https://api.infinitycloud.com/reports/v2/igrps/19/callKeywords?filter[]=rowId-in-value-1,2,3&sort[]=keywordScore-desc
https://api.infinitycloud.com/reports/v2/igrps/19/callKeywords?filter[]=rowId-eq-value-1

Response:

All the spotted keywords for the given row IDs.

• rowId (int) - Row ID.
• keywordId (int) - Keyword ID.
• keywordGroupId (int) - Keyword Group ID.
• leg (string) - The leg the keyword was spotted on. Can be operator, contact or all.
• startTime (int) - The start time of the keyword (or first word in a phrase) in the transcription. Recorded in seconds since the start of the recording.
• confidence (int) - The confidence of spotted keyword in the transcription (can be in range 0-100).
• keywordScore (int) - Score of the spotted keyword.
• metConfidenceLevel (int) - A flag indicating that the spotted keyword/phrase met the minimum confidence level of the configured keyword (MinConfidence).
• keyword (string) - The keyword spotted in the transcription.
• keywordGroupName (string) - The group name of keyword spotted in the transcription.

{"rowId":"1","keywordId":"2","keywordGroupId":"7","leg":"contact","startTime":"7","confidence":"97","keywordScore":"50","metConfidenceLevel":"1","keyword":"Test","keywordGroupName":"Test Keyword Group"}
{"rowId":"1","keywordId":"3","keywordGroupId":"9","leg":"contact","startTime":"9","confidence":"58","keywordScore":"50","metConfidenceLevel":"0","keyword":"Unknown (Not Found)","keywordGroupName":"Unknown (Not Found)"}