Result specification
JSON Schema of result
This is the JSON schema of the result
{
"$schema": "http://json-schema.org/draft-04/schema#",
"description": "Oliver API response JSON schema v3.10.3",
"type": "object",
"required": [
"basic",
"core",
"kpi"
],
"properties": {
"basic": {
"type": "object",
"description": "contains basic processing results",
"properties": {
"totalduration": {
"type": "number",
"description": "Duration of call in seconds"
},
"speakerchanges": {
"type": "integer",
"description": "Number of speaker changes (turns)"
},
"numbeepfound": {
"type": "integer",
"description": "Number of beeps found in call"
},
"numringfound": {
"type": "integer",
"description": "Number of rings found in call"
},
"id": {
"type": "object",
"properties": {
"agent": {
"type": "integer"
},
"customer": {
"type": "integer"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "integer"
}
},
"additionalProperties": true
},
"vad": {
"type": "object",
"description": "Voice activity detection (VAD) results",
"properties": {
"agent": {
"type": "number",
"description": "Agent talk time in seconds"
},
"customer": {
"type": "number",
"description": "Customer talk time in seconds"
},
"overlap": {
"type": "number",
"description": "Overlap talk in seconds"
},
"silence": {
"type": "number",
"description": "Silence in seconds"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number",
"description": "Speaker talk time in seconds"
}
},
"additionalProperties": true
},
"gender": {
"type": "object",
"description": "Gender information",
"properties": {
"agent": {
"type": "integer",
"description": "Agent gender index: 1=female, 2=male"
},
"customer": {
"type": "integer",
"description": "Customer gender index: 1=female, 2=male"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "integer",
"description": "Speaker gender index: 1=female, 2=male"
}
},
"additionalProperties": true
},
"age": {
"type": "object",
"description": "Age information",
"properties": {
"agent": {
"type": "integer",
"description": "Agent age group index: 1=adult, 2=elderly[, 3=child]"
},
"customer": {
"type": "integer",
"description": "Customer age group index: 1=adult, 2=elderly, 3=child"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "integer",
"description": "Speaker age group index: 1=adult, 2=elderly, 3=child"
}
},
"additionalProperties": true
},
"lang": {
"type": "object",
"description": "Language usage information. normalized between 0 (not english/spanish) and 1 (100% of utterances in english/spanish)",
"properties": {
"english": {
"type": "object",
"properties": {
"agent": {
"type": "number",
"description": "Agent language score for english"
},
"customer": {
"type": "number",
"description": "Customer language score for english"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number",
"description": "Speaker language score for english"
}
},
"additionalProperties": true
},
"spanish": {
"type": "object",
"properties": {
"agent": {
"type": "number",
"description": "Agent language score for spanish"
},
"customer": {
"type": "number",
"description": "Customer language score for spanish"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number",
"description": "Speaker language score for spanish"
}
},
"additionalProperties": true
}
}
},
"utterances": {
"type": "object",
"description": "Number of utterances for each role",
"properties": {
"agent": {
"type": "integer",
"description": "Number of agent utterances"
},
"customer": {
"type": "integer",
"description": "Number of customer utterances"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "integer",
"description": "Number of speaker utterances"
}
},
"additionalProperties": true
}
}
},
"core": {
"type": "object",
"description": "contains core processing results",
"properties": {
"behaviors": {
"description": "Contains all aggregated behavior predictions for all classification tasks",
"type": "array",
"items": {
"key": {
"type": "string",
"description": "Classification task name, e.g. arousal"
},
"value": {
"type": "array",
"items": {
"type": "object",
"description": "The array containing the pairs of aggregated values for each class label",
"properties": {
"label": {
"type": "string",
"description": "Class label"
},
"value": {
"type": "object",
"description": "Pair of agent, customer aggregated values",
"properties": {
"agent": {
"type": "number",
"description": "Aggregated value in the 0, 1 range"
},
"customer": {
"type": "number",
"description": "Aggregated value in the 0, 1 range"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number",
"description": "Aggregated value in the 0, 1 range"
}
},
"additionalProperties": true
}
}
}
}
}
},
"diarization": {
"description": "Contains the segments from diarization for both participants. st is the start time and et is the end time labels for a particular segment",
"type": "object",
"properties": {
"agent": {
"type": "array",
"items": {
"type": "object",
"description": "The array containing the segments the agent was active",
"properties": {
"st": {
"type": "number",
"description": "Start time in seconds"
},
"et": {
"type": "number",
"description": "End time in seconds"
}
}
}
},
"customer": {
"type": "array",
"items": {
"type": "object",
"description": "The array containing the segments the customer was active",
"properties": {
"st": {
"type": "number",
"description": "Start time in seconds"
},
"et": {
"type": "number",
"description": "End time in seconds"
}
}
}
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "array",
"items": {
"type": "object",
"description": "The array containing the segments the speaker was active",
"properties": {
"st": {
"type": "number",
"description": "Start time in seconds"
},
"et": {
"type": "number",
"description": "End time in seconds"
}
}
}
}
},
"additionalProperties": true
},
"strength": {
"description": "Contains the measured strength of emotion (aka activation). Normalized between 0 (no or weak emotion) to 1 (very strong emotion).",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"hesitation": {
"description": "Contains the measured hesitation. Normalized between 0 (minimum hesitation) to 1 (maximum hesitation).",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"positivity": {
"description": "Contains the measured positivity or negativity of the emotion (aka valence). normalized between 0 (very negative) to 1 (very positive)",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"emotions": {
"description": "Discrete emotion analysis",
"type": "object",
"properties": {
"happy": {
"type": "object",
"description": "Happiness normalized between 0 (neutral) to 1 (very happy)",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"anger": {
"type": "object",
"description": "Anger normalized between 0 (neutral) to 1 (angry)",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"frustration": {
"type": "object",
"description": "Frustration normalized between 0 (neutral) to 1 (very frustrated)",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"sad": {
"type": "object",
"description": "Sadness normalized between 0 (neutral) to 1 (very sad)",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
}
}
},
"engagement": {
"description": "Contains engagement information, normalized between 0 (very withdrawn) and 1 (very engaged)",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"politeness": {
"description": "Contains politeness information, normalized between 0 (very rude) and 1 (very polite)",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"empathy": {
"description": "Contains empathy information, normalized between 0 (no empathy) and 1 (very empathic)",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
},
"soundquality": {
"description": "Contains sound quality information, normalized between 0 (poor quality) and 1 (excellent quality)",
"type": "object",
"properties": {
"agent": {
"type": "number"
},
"customer": {
"type": "number"
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "number"
}
},
"additionalProperties": true
}
}
},
"kpi": {
"type": "object",
"description": "KPI processed results",
"properties": {
"escalation": {
"description": "Escalation during the call, e.g., negative emotions are on the rise",
"type": "boolean"
},
"resolution": {
"description": "Resolution during the call, e.g., negative emotions are falling",
"type": "boolean"
},
"agentperfscore": {
"description": "Agent performance score, normalized between 0 (bad) and 1 (excellent)",
"type": "number"
},
"satisfaction": {
"description": "Customer satisfaction, normalized between 0 and 1 (100% satisfied)",
"type": "number"
},
"propensity": {
"description": "Propensity to buy/donate, normalized between 0 (no sale) and 1 (sale)",
"type": "number"
},
"success": {
"description": "Call success, normalized between 0 (fail) and 1 (success)",
"type": "number"
},
"negativity": {
"description": "Probability that the call contains negative emotions",
"type": "number"
},
"agent_empathy": {
"description": "Probability that the agent exhibits empathy",
"type": "number"
},
"trends": {
"type": "object",
"description": "Trends KPIs",
"properties": {
"customer_positivity": {
"description": "Customer resolution KPI",
"type": "number"
}
}
}
}
},
"events": {
"type": "object",
"description": "behavioral and call-flow events during the interaction",
"properties": {
"behavioral": {
"type": "object",
"description": "behavioral events during the interaction",
"properties": {
"agent": {
"type": "object",
"description": "events detected for the agent",
"properties": {
"emotion": {
"type": "array",
"description": "the array containing all events related to discrete emotions",
"items": {
"type": "object",
"description": "a single emotion event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: happy/neutral/angry/sad/frustrated"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"strength": {
"type": "array",
"description": "the array containing all events related to activation",
"items": {
"type": "object",
"description": "a single activation-related event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: weak/neutral/strong"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"positivity": {
"type": "array",
"description": "the array containing all events related to positivity",
"items": {
"type": "object",
"description": "a single positivity event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: positive/neutral/negative"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"engagement": {
"type": "array",
"description": "the array containing all events related to engagement",
"items": {
"type": "object",
"description": "a single engagement event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "engagement event label: engaged/neutral/withdrawn"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"politeness": {
"type": "array",
"description": "the array containing all events related to politeness",
"items": {
"type": "object",
"description": "a single politeness event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "politeness event label: polite/neutral/rude"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
}
}
},
"customer": {
"type": "object",
"description": "events detected for the customer",
"properties": {
"emotion": {
"type": "array",
"description": "the array containing all events related to discrete emotions",
"items": {
"type": "object",
"description": "a single emotion event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: happy/neutral/angry/sad/frustrated"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"strength": {
"type": "array",
"description": "the array containing all events related to activation",
"items": {
"type": "object",
"description": "a single activation-related event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: weak/neutral/strong"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"positivity": {
"type": "array",
"description": "the array containing all events related to positivity",
"items": {
"type": "object",
"description": "a single positivity event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: positive/neutral/negative"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"engagement": {
"type": "array",
"description": "the array containing all events related to engagement",
"items": {
"type": "object",
"description": "a single engagement event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "engagement event label: engaged/neutral/withdrawn"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"politeness": {
"type": "array",
"description": "the array containing all events related to politeness",
"items": {
"type": "object",
"description": "a single politeness event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "politeness event label: polite/neutral/rude"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
}
}
}
},
"patternProperties": {
"^(speaker[1-9]+)+$": {
"type": "object",
"description": "events detected for the speaker",
"properties": {
"emotion": {
"type": "array",
"description": "the array containing all events related to discrete emotions",
"items": {
"type": "object",
"description": "a single emotion event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: happy/neutral/angry/sad/frustrated"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"strength": {
"type": "array",
"description": "the array containing all events related to activation",
"items": {
"type": "object",
"description": "a single activation-related event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: weak/neutral/strong"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"positivity": {
"type": "array",
"description": "the array containing all events related to positivity",
"items": {
"type": "object",
"description": "a single positivity event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "event label: positive/neutral/negative"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"engagement": {
"type": "array",
"description": "the array containing all events related to engagement",
"items": {
"type": "object",
"description": "a single engagement event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "engagement event label: engaged/neutral/withdrawn"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"politeness": {
"type": "array",
"description": "the array containing all events related to politeness",
"items": {
"type": "object",
"description": "a single politeness event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"label": {
"type": "string",
"description": "politeness event label: polite/neutral/rude"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
}
}
}
},
"additionalProperties": true
},
"callflow": {
"type": "object",
"description": "call-flow events in the recording",
"properties": {
"beep": {
"type": "array",
"description": "beep events during the call",
"items": {
"type": "object",
"description": "a single beep event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
},
"ring": {
"type": "array",
"description": "ring events during the call",
"items": {
"type": "object",
"description": "a single ring event",
"properties": {
"st": {
"type": "number",
"description": "start time in seconds"
},
"et": {
"type": "number",
"description": "end time in seconds"
},
"confidence": {
"type": "number",
"description": "confidence score, between 0 and 1"
}
}
}
}
}
}
}
}
}
}
Updated about 2 years ago