Contact Lens (CL)

Operata takes both real-time and post call details from Contact Lens.

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Contact Lens Data Elements

Full documentation for Contact Lens data model can be found here

Note: Operata does not capture the call transcription.

Contact Lens real-time event

Contact lens real-time event data is passed whenever a rule is matched.

  "groupId": "a28453f9-1111-2222-3333-84d9e67ac297",
    "data": {
        "account": "012345678910",
        "detail": {
            "actionName": "TestRealTimeEvent",
            "agentArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-1111-2222-3333-5a1508195aa5/agent/af6342c3-1111-2222-3333-1871e5844c29",
            "contactArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-1111-2222-3333-5a1508195aa5/contact/f5aece6d-1111-2222-3333-232fefce309a",
            "instanceArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-1111-2222-3333-5a1508195aa5",
            "queueArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-1111-2222-3333-5a1508195aa5/queue/af6342c3-1111-2222-3333-1871e5844c29",
            "ruleName": "realTimeTest",
            "version": "1.0"
        },
        "detail-type": "Contact Lens Realtime Rules Matched",
        "id": "5ea9dae1-1111-2222-3333-3475b9b51465",
        "region": "ap-southeast-2",
        "resources": [],
        "source": "aws.connect",
        "time": "2023-08-15T07:14:33Z",
        "version": "0"

Contact Lens post-call event

A Post call event is passed to Operata at the end of every call.

{
    "groupId": "a28453f9-c9d3-4c48-a7cd-84d9e67ac297",
    "data": {
        "version": "0",
        "id": "33ad0712-6795-dd1e-ebdd-0e7dd9b77c0a",
        "detail-type": "Contact Lens Post Call Rules Matched",
        "source": "aws.connect",
        "account": "083560837128",
        "time": "2023-08-20T23:27:11Z",
        "region": "ap-southeast-2",
        "resources": [],
        "detail": {
            "ruleName": "postCallTest",
            "actionName": "testpostcall",
            "instanceArn": "arn:aws:connect:ap-southeast-2:083560837128:instance/62e2306a-a6d6-43b5-ac53-5a1508195aa5",
            "version": "1.0",
            "contactArn": "arn:aws:connect:ap-southeast-2:083560837128:instance/62e2306a-a6d6-43b5-ac53-5a1508195aa5/contact/b21e4aae-5bb3-4482-b03c-3c517e3dc922",
            "agentArn": "arn:aws:connect:ap-southeast-2:083560837128:instance/62e2306a-a6d6-43b5-ac53-5a1508195aa5/agent/af6342c3-f7da-4968-8199-1871e5844c29",
            "queueArn": "arn:aws:connect:ap-southeast-2:083560837128:instance/62e2306a-a6d6-43b5-ac53-5a1508195aa5/queue/8092a344-02bb-4fba-ac74-2176c5aa0afe"
        }
    }
}

Contact Lens summary

Summary data is passed to Operata once processed by AWS (can be up to 15 minutes later)

{
    "AccountId": "083560837128",
    "Categories": {
        "MatchedCategories": [],
        "MatchedDetails": {}
    },
    "Channel": "VOICE",
    "ContentMetadata": {
        "Output": "Raw"
    },
    "ConversationCharacteristics": {
        "Interruptions": {
            "InterruptionsByInterrupter": {},
            "TotalCount": 0,
            "TotalTimeMillis": 0
        },
        "NonTalkTime": {
            "Instances": [],
            "TotalTimeMillis": 0
        },
        "Sentiment": {
            "OverallSentiment": {
                "CUSTOMER": 0
            },
            "SentimentByPeriod": {
                "QUARTER": {
                    "CUSTOMER": [
                        {
                            "BeginOffsetMillis": 0,
                            "EndOffsetMillis": 3743,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 3743,
                            "EndOffsetMillis": 7487,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 7487,
                            "EndOffsetMillis": 11231,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 11231,
                            "EndOffsetMillis": 14975,
                            "Score": 0
                        }
                    ]
                }
            }
        },
        "TalkSpeed": {
            "DetailsByParticipant": {
                "AGENT": {
                    "AverageWordsPerMinute": 0
                },
                "CUSTOMER": {
                    "AverageWordsPerMinute": 138
                }
            }
        },
        "TalkTime": {
            "DetailsByParticipant": {
                "AGENT": {
                    "TotalTimeMillis": 0
                },
                "CUSTOMER": {
                    "TotalTimeMillis": 435
                }
            },
            "TotalTimeMillis": 435
        },
        "TotalConversationDurationMillis": 14975
    },
    "CustomerMetadata": {
        "InputS3Uri": "s3://op.performance.sampling/connect/operata-prod/operata-prod/2023/08/22/139fb487-a829-48b1-8351-ea068b242bbc_20230822T00:06_UTC.wav",
        "ContactId": "139fb487-a829-48b1-8351-ea068b242bbc",
        "InstanceId": "62e2306a-a6d6-43b5-ac53-5a1508195aa5"
    },
    "CustomModels": [],
    "JobStatus": "COMPLETED",
    "LanguageCode": "en-AU",
    "Participants": [
        {
            "ParticipantId": "CUSTOMER",
            "ParticipantRole": "CUSTOMER"
        },
        {
            "ParticipantId": "AGENT",
            "ParticipantRole": "AGENT"
        }
    ],
    "Transcript": [
        {
            "BeginOffsetMillis": 14540,
            "Content": "Mhm.",
            "EndOffsetMillis": 14975,
            "Id": "f483ae5e-d17a-4da8-8c88-f1fe3b1fead3",
            "LoudnessScore": [
                83.78
            ],
            "ParticipantId": "CUSTOMER",
            "Sentiment": "NEUTRAL"
        }
    ],
    "Version": "1.1.0"
}