Skip to main content

Uniphore Help Center Portal

Receive ACW Summary

This webhook allows Agent to receive ACW summary after every call based on the conversation between the agent and customer.

https://api.<region>.cloud.uniphore.com/v2/queue/reply.<tenantid>.<environment>.<userCRMId>.summary

Example Response

ACW Summary – Paragraph

The below given response has the ACW Summary details in paragraph format.

{
  "metaData": {
    "conversationId": "1636557791154gajc5z0vz",
    "stationId": "riagent001",
    "customerId": "121212",
    "businessProcess": "BP_UNIP_1",
    "event": "stop",
    "startTime": "1636557858234"
  },
  "summary": {
    "requestId": "618be3e07a912597408d120d",
    "data": {
      "format": "paragraph",
      "templateId": 484,
      "paragraph": {
        "header": {
          "label": "Call starts with",
          "body": "Agent starts the call with Greetings good afternoon. Customer calls customer care for his pending claims  8675319 Customer speaks his issues to agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money"
        },
        "body": {
          "label": "Customer is angry because of multiple time calling customer care",
          "body": "Customer calls customer care multiple times the 4 time Agent request the customer for approval  customer speaks the issue with agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money."
        },
        "footer": {
          "label": "Customer query resolved",
          "body": "Agent resolved customer query  customer speaks his issue with agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money"
        }
      }
    },
    "delta": {
      "format": "paragraph",
      "templateId": 484,
      "paragraph": {
        "header": {
          "label": "Call starts with",
          "body": "Customer calls customer care for his pending claims  8675319 Customer speaks his issues to agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money"
        },
        "body": {
          "label": "Customer is angry because of multiple time calling customer care",
          "body": "customer speaks the issue with agent yeah this is the 4 time Im contacting you and its been weeks now and I still receive any money."
        },
        "footer": {
          "label": "Customer query resolved",
          "body": ""
        }
      }
    },
    "startTime": 0
  }
}

Response Parameters

Response Parameters	Response Values
`Format`	ACW Summary format: Paragraph
`paragraph.header`	Summary information configured in header section
`paragrapah.body`	Summary information configured in body section
`paragraph.footer`	Summary information configured in footer section

ACW Summary – Bullet Points

This API returns the ACW Summary details in bullet format.

{
  "metaData": {
    "conversationId": "1636557791154gajc5z0vz",
    "stationId": "riagent001",
    "customerId": "121212",
    "businessProcess": "BP_UNIP_1",
    "event": "stop",
    "startTime": "1636557858234"
  },
  "summary": {
    "requestId": "618be3e07a912597408d120d",
    "data": {
      "format": "bulletPoint",
      "templateId": 484,
      "bullet": ["Customer name is  Rob", "Agent name is  john and I see you're calling about your pending claim 8675319 we can take care this right away"]
    },
    "delta": {
      "format": "bulletPoint",
      "templateId": 484,
      "bullet": ["Agent name is  john and I see you're calling about your pending claim 8675319 we can take care this right away"]
    },
    "startTime": 0
  }
}

Response Parameters

Response Parameters	Response Values
`Format`	ACW Summary format: Bullet points
`Bullet`	ACW Summary in bullet points

Response Output in UI

In this section: