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  • 1.  Access a voice transcript via API

    Posted 21 days ago

    Hi,

    We currently have a job that extracts the web messaging transcripts daily. We can use GET /api/v2/conversations/{conversationId}/recordings endpoint - a "MessagingTranscript" object is returned. 

    But, if we use a voice conversation, no such "VoiceTranscript" is available.

    Is there a different endpoint to get voice transcripts?

    Thank you.


    #PlatformAPI

    ------------------------------
    James Dunn
    Telecoms Specialist
    ------------------------------


  • 2.  RE: Access a voice transcript via API

    Posted 21 days ago

    Yes, there is a different endpoint for voice transcript.

    See this page: https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/transcript-url

    The /api/v2/conversations/{conversationId}/recordings endpoint on a voice conversation will return the voice recording only.

    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------

    Original Message


  • 3.  RE: Access a voice transcript via API

    Posted 21 days ago

    Thanks Jerome, I did not see that.

    Ok, next question, from where do I obtain the CommunicationId (not conversationId)?

    I also notice there are two endpoints, transcripturl and transcripturls. So, there can be multiple transcripts for one conversation? Is this like, if it's transferred, the talk with the next agent is in a separate URL?

    --

    For messaging I can just do a query to get the conversationIds, then another API call (per conversationId) to get the transcript. 

    For voice, I'll need to do query to get the conversationIds, then a query to get the communicationId(s), then for each one of those there's an API call to generate a URL (or multiple?), and perform GET on that URL to get the actual content?

    That seems kinda... clunky compared to messaging. 



    ------------------------------
    James Dunn
    Telecoms Specialist
    ------------------------------

    Original Message


  • 4.  RE: Access a voice transcript via API

    Posted 21 days ago
    Edited by Jerome Saint-Marc 21 days ago

    Hello,

    I must say I have used these API endpoints only once or twice.

    Regarding communicationId:

    The communicationId corresponds to the id of the call/session for the first participant (i.e. customer's participant for an inbound call).
    * If you invoke GET /api/v2/conversations/{conversationId}, this will correspond to the "id" of the call (call object in the "calls" array) in the customer's participant element.
    * If you invoke GET /api/v2/analytics/conversations/{conversationId}/details or POST /api/v2/analytics/conversations/details/query, this will correspond to the "sessionId" of the session (session object in "sessions" array, with "mediaType" = "voice") in the customer's participant element
    --
    There are also two endpoints that could be of interest for you (to find conversations with a transcript):
    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------

    Original Message


  • 5.  RE: Access a voice transcript via API

    Posted 21 days ago

    Thanks Jerome, appreciate your help, I'm at least able to access these now.



    ------------------------------
    James Dunn
    Telecoms Specialist
    ------------------------------

    Original Message


  • 6.  RE: Access a voice transcript via API

    Posted 21 days ago
    Edited by Tristen Schwarzenberger 21 days ago

    Hey James,

    I've been looking for this too. 
    When looking at the network logs running when you pull up the transcript in an interaction I'm seeing these two things:

    1) It runs this API that generates a URL containing the transcript:
    /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturls

    2) It sends out a request URL starting with this and then several different ID's:
    https://api-downloads.mypurecloud.com/transcriptsCache/{organizationId}/{conversationId}/{communicationId} and many many more.

    I'm curious if there is a simple way to pull this into a report or if there is maybe a workaround someone has already setup the replicate.



    ------------------------------
    Tristen Schwarzenberger
    IT Engineer
    GCP
    ------------------------------

    Original Message


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