Service Cloud Voice Implementation Guide

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Overview
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Lightning Web Component
Aura Component
Telephony Events
Telephony Actions
Conversation Events
Next Best Action
Lightning Data Service
Sample Code
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

Service Cloud Voice Aura Toolkit API Conversation Events

Listen to events related to a conversation.

The following conversation events are available.

Event Name Description
FLAG_RAISE Sent when a rep, while communicating with a customer, quietly raises a flag to get help from a supervisor.
FLAG_LOWER Sent when a rep or supervisor lowers a raised flag to cancel the request for supervisor help.
NOTE Sent when a rep or supervisor sends a message without raising a flag. For example, an event is sent when a user jots down notes but doesn't raise a flag.
TRANSCRIPT Sent when a new utterance is received by the transcription system.
INTELLIGENCE_SIGNAL Sent when a new intelligence signal is received.

To subscribe to an event, add a conversation event listener. For example, add the following event listener to subscribe to the TRANSCRIPT event:

// Subscribe
cmp.find('voiceToolkitApi')
   .addConversationEventListener('TRANSCRIPT', conversationEventListenerFunc);

// Unsubscribe
cmp.find('voiceToolkitApi')
   .removeConversationEventListener('TRANSCRIPT', conversationEventListenerFunc);

You can add multiple conversation event listeners. For example, you can add the following event listeners to subscribe to all the events related to raising and lowering flags:

// Subscribe 
cmp.find('voiceToolkitApi')
     .addConversationEventListener('FLAG_RAISE', conversationEventListenerFunc);
     .addConversationEventListener('FLAG_LOWER', conversationEventListenerFunc);

// Unsubscribe cmp.find('voiceToolkitApi') 
     .removeConversationEventListener('FLAG_RAISE', conversationEventListenerFunc);
     .removeConversationEventListener('FLAG_LOWER', conversationEventListenerFunc);

When an event occurs, you receive a JSON payload that contains the event type, along with any relevant data. For instance:

{
    "type": "TRANSCRIPT",
    "detail": {
        "id": "3115b389-ab50-400e-b8ba-978b7ec51d7a"
        "clientSentTimestamp": 1594944652299,
        "serverReceivedTimestamp": 1594944652328,
        "content":{
            "formatType": "Text",
            "text": "Hello"
        },
        "callId": "c5d93c19-e03b-44f8-85e6-a11f02e70c45",
        "sender": {
            "role": "Agent"
        }
    }
}

The following table describes the payload properties for the FLAG_RAISE, FLAG_LOWER, NOTE, and TRANSCRIPT events:

Property Name Type Description
type string The type of conversation event.
detail object Identifying information associated with this voice call event.
detail.id string Unique identifier for the message.
detail.clientSentTimestamp number The date and time (in UTC) when the client sent the content. Measured in milliseconds since the Unix epoch.
detail.serverReceivedTimestamp number The date and time (in UTC) when the server received the content. Measured in milliseconds since the Unix epoch.
content object Information about the content.
content.formatType string The content format type of the raised flag, note, or transcript. Possible value is “Text.”
content.text string The body text of the raised flag, note, or transcript.
callId string The unique ID of the voice call within the telephony system. For example, if the telephony system is Amazon Connect, this value is the contact ID.
sender object Information about the user whose action initiated the event.
sender.role string The role of the user whose action initiated the event. Possible values are "Agent" and "Supervisor".
sender.displayName string The name of the user whose action initiated the event.

The following table describes the payload properties for the INTELLIGENCE_SIGNAL event:

Property Name Type Description
type string The type of conversation event.
detail object Identifying information associated with this voice call event.
detail.events string A piece of signal data generated in real time from a voice call between a rep and end user. Events must be sorted in chronological ascending order by startTime. For example, the following snippet displays a piece of signal data.
{
"type": "IntelligenceSignal__Category",
"value": "CustomerAngry",
"startTime": 1573503450
}
event.service number The intelligence source of the events. Possible values are:
  • AmazonConnectContactLens
event.type number The signal type of the event. Possible values are:
  • IntelligenceSignal__Category
event.value object The value of the signal generated in real time by the telephony vendor. For example, this could be a Contact Lens rule defined in Amazon Connect.
event.startTime string The date and time (in UTC) when this event started. Measured in milliseconds since the Unix epoch.
event.endTime string The date and time (in UTC) when this event ended. Measured in milliseconds since the Unix epoch.
event.score string The confidence score for the intelligence signal within the range of 1 and 1000, with 1000 being the highest level of confidence.