Hi all,
Posing a few questions/comments out here on the Conversation Summary endpoint, /api/v2/conversations/{conversationId}/summaries.
#1 - It's working well for most scenarios, however no matter what I do from an Agent perspective, the edited Reason and edited Resolution values are always blank (see below)
"editedReason": {},
"editedResolution": {},
Has anyone else been able to see what the output of these values looks like? The API docs do not have them listed, which is surprising.
#2 - I also see the confidence levels on the Reason, Followup, Resolution and Summary as equal to 1. Curious if anyone has seen different values for these?
#3 - Finally, one comment I'd make to the Dev Documentation team is that there is a participants collection which references the userid. A little bit confusing, considering the participant Id, typically refers to the actual participant id in the conversation structure.. Not the User Id.
"participants": [
{
"id": "8ce2f903-78e6-4b50-b7aa-e1aa7e7c39ac",
"selfUri": "/api/v2/conversations/a1625dfc-be28-4ff3-a0da-add22e9f48e5/participants/8ce2f903-78e6-4b50-b7aa-e1aa7e7c39ac"
}
],
#4 - I would also recommend changing the verbiage on this message. "write your own instead" comes off as a little harsh.. I'm a Millenial/Gen-Z age bracket, and I'm offended! It's so direct! Lol.
Thanks,
Peter
#PlatformAPI
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Peter Stoltenberg
TTEC Digital
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