API Overview
This topic provides a brief overview/summary of the features and functions provided by each of the Communication Recording Agent APIs.
Many of the Communication Recording Agent APIs use filters to determine which conversations the request should apply to or get. Filters use conversation metadata to only apply to or get conversations that match the filter's specific metadata conditions. See Filters for information to help build your understanding of how Filters work to various levels of complexity, as well as see a full list of filter parameters and valid values.
Reference | Description |
|---|---|
Use analytics requests to get an overview and view key metrics of the conversations and policies in your system. | |
Manage annotations in your Communication Recording Agent system. Annotations work as notes on captured conversations; these can be offset to a specific time in the conversation and are categorized under annotation headers. | |
Manage audit logs in your Communication Recording Agent system. Every Action and Event in the system is logged for system management and monitoring purposes. | |
Review your captured and live conversations (post-call and real-time). | |
Determine where your conversations are initially stored. | |
Manage exports in your Communication Recording Agent system. An export is a method for exporting conversation data as a zip file containing metadata, audio, and/or captured screen recordings. | |
Upload the .WAV audio file and associated metadata of a conversation previously captured outside of the platform. | |
Define where your recorded data is exported to (export Endpoints) and stored in (Storage Location Endpoints). | |
Manage the locks in your Communication Recording Agent system. Locks can be used to lock a recording and prevent manual or automatic deletion – ideal for legal hold, complaint resolution, specialized retention, etc. | |
Use the Media APIs to get links to the media (Audio, Screen Recording) for your captured conversations and get the audio for live conversations in real-time. Media APIs also handle call suppression to pause, resume, and stop the capture of a conversation. | |
Set up the mapping between the conversation metadata you intend to ingest into your tenant (using the Ingest API) and the Communication Recording Agent metadata fields. | |
Manage policies in your Communication Recording Agent system. Communication Recording Agent Policies allow you to perform automated actions against your captured conversation data, including recording control, retention and archiving, transcription, export, and access control. These are all designed to help with your regulatory, data retention, and management requirements. | |
Manage your saved views to determine which metadata columns are displayed and in what order, as well as set a filter for the view to only show conversations that match specified criteria, such as a specific date/time range. | |
Manage your screen recording configuration. | |
Get information about users. |
API Resiliency Behavior
This section details important API behavior to be aware of when using the Communication Recording Agent APIs.
Unknown Query Parameters
Any query parameters in addition to those documented in the API requests linked above (parameters unknown by the system) are ignored and therefore do not stop the request from working as expected.
In the example query below, the parameters page, size, sort, startDate, EndDate, and success are expected by the API and therefore documented in the get audit log request, whereas severity is not. The system ignores the additional and unexpected severity parameter and provides a successful response matching the legitimate parameters.
/audit_log?page=0&size=20&sort=createdDate,desc&startDate=2024-07-24T23:00:00.000&endDate=2024-07-26T22:00:00.000&success=true&severity=urgent
Duplicate Request Parameters
When requests contain duplicate parameters, the last instance of that duplicated parameter is used for the request; all other duplicates are ignored and therefore do not stop the request from working as expected.
In the example create annotation request below, there are two text parameters, both with different values. Whereas typically there should only be one. The instance of the text parameter with the value "This is the value used." is the last text parameter in the request. Therefore, after receiving the request below, the system would create a new annotation with the text This is the value used. The system would ignore all duplicates before the last instance, meaning in the example below, the text parameter with the value "This value would not be used." would be ignored as it isn't the last instance of the text parameter.
{
"annotation": {
"annotationId": "dca23ffc-af12-4074-8c27-8c85a66585ad",
"header": "Example Header 2",
"text": "This value would not be used.",
"text": "This is the value used.",
"offsetInSeconds": 5,
"timestamp": "2024-07-24T10:23:13.286101622Z",
"participantId": "auth0|993wuh75e132b847256a581f",
"productType": "PRODUCT_TYPE_U_CAPTURE"
}
}