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Hi,

We are using the AWS Bridge to receive events by subscribing to different topics.
We have some questions regarding the topics "v2.speechandtextanalytics.conversation.{id}.topics" and "v2.speechandtextanalytics.conversation.{id}.sentiments" for future use.

In the case of an IVR call that reaches an agent and then schedules a callback for the following week, will we receive events only at the end of the entire conversation, or at the end of each agent-type participant session?

Also, what does the "timestamp" field represent in these two events - the time the event is sent, or the time the conversation is processed?

Hi Stéphane Labrune,

Based on laboratory tests, both v2.speechandtextanalytics.conversation.{id}.sentiment and v2.speechandtextanalytics.conversation.{id}.topics were received immediately after the agent interaction ended, even when the call included a scheduled callback.

The events were triggered in real time - they didn't wait for the entire conversation (including the future callback) to finish.
It seems that Speech and Text Analytics processes each segment independently, and the data is generated right after the agent sets the wrap-up code and completes the interaction.

The timestamp field represents the moment when Genesys Cloud generated and sent the event, not when the internal analytics processing started or finished.

Below are the images used in this test:

1) Conversation view from the Genesys Cloud interface

2) Example of the sentiment event 

3) Example of the topics event

Disclaimer: All events and data shown are from a test/lab environment, not from a production system.

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Luiz Rosa
Full stack developer
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Thank you for the response, that's exactly the informations I needed.
Best regards.