Purpose

This method allows a third party (e.g., a CRM, Jacada WorkSpace, etc.) to display a summary of an Interaction instance.

Unlike the Get Full Interaction Flow method, which returns all components of an Interaction instance, the Get Interaction Summary API returns only the steps that involve customer input, such as Questions and Forms. Similarly, instead of listing all the choices/options that are presented in the Interaction, only the options that were selected by the user are returned.

A page title, ID and timestamp are returned for each page of the Interaction. For Question elements, the answer provided by the user is returned, as well as the reference name, label, and headers/footers.

Note: Headers and footers are returned as plain text. Any applied styles and other tags (such as images and videos) are removed.

Invoking the Method Using REST

URL Syntax and Example 

You can get the summary for an Interaction instance by passing either the Unique Interaction ID or a known caller attribute in the URL. Supported caller attributes are:

  • DTMF: The DTMF code that is passed with the customer's call. This attribute is supported only when Direct Dial with DTMF Code is selected as the Call Now handling method. The attribute is not modifiable. It is allocated automatically as the DTMF Read Only variable.
  • DNID: An identifier for the number, generally the last 4 or 6 digits of the phone number. This caller attribute is relevant only when the DNIS Manager is used for call handling.
  • Call Return Number: The number entered by the customer as part of a request for a callback. The attribute is not modifiable. It is allocated automatically as the Call Return Number Entered Read Only variable.
  • Caller ID: This attribute is supported when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. The attribute is not modifiable. During the DNIS Manager or DNIS As a Service flow, it is allocated automatically as the Click to Call Caller ID Read Only variable.
  • History Search ID: This attribute can be used when the call center has passed a unique identifier in the historySearchId parameter for the Interaction instance URL, and/or when the historySearchId system variable has been allocated a value in the Interaction. (If the variable is allocated more than once, the latest value is used.)

The different syntaxes are:

http(s)://[host:port]/interact/agent/version/[version]/account/[accountID]/interactiondata/[interactionuniqueid]/summary

https://gointeract.io/interact/agent/version/2/account/12345678/interactiondata/98f5a4be-9feb-4ca3-bdbc-01a57a13c38d/summary

OR

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/interactiondata/[callerattribute]/summary/byCallerAttribute

https://gointeract.io/interact/agent/version/2/account/12345678/interactiondata/112233/summary/byCallerAttribute

Extended Searches

By default, the API returns summaries of Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be appended to the URL to extend the scope of the search to the past year. The syntax for an extended search is:

http(s)://[host:port]/interact/agent/version/[version]/account/[accountID]/interactiondata/[interactionuniqueid]/summary?widerSearch=true

OR

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/interactiondata/[callerattribute]/summary/byCallerAttribute?widerSearch=true

Note: Using the widerSearch parameter may impact the length of the response time.

HTTP Method

GET

HTTP Headers

Tenant-Id: <account>
Application-Key: <Public API Service application key>

When working in a Multi Environment configuration, the Header must include the name of the current environment:

Environment-Name: <environment-name>

Expected Responses (Get Summary by Caller Attribute)

Response Scenario Status Code/Header Example Message
Success (summary found) 200 <summary response>
Success (summary found but response is empty) 200 EMPTY
Invalid security headers 401
"Unauthenticated-Reason" Header
{
"code":"0x7000000",
"message": "Request is unauthorized, missing or wrong credentials",
"moreInfoUrl":"http://www.jacada.com/support",
}
Summary not found 404 "summary for attribute <attribute search> was not found"
Internal error 500 exception

Expected Responses (Get Summary by Interaction Unique ID)

Response Scenario Status Code/Header Example Message
Success (summary found) 200 <summary response>
Success (summary found but response is empty 200 EMPTY
Invalid security headers 401
"Unauthenticated-Reason" Header
{
"code":"0x7000000",
"message": "Request is unauthorized, missing or wrong credentials",
"moreInfoUrl":"http://www.jacada.com/support",
}
Summary not found 404 summary for attribute <attribute search> was not found"
Internal error 500 exception

Invoking the Method Using SOAP

You can get the summary for an Interaction instance by passing either the Unique Interaction ID or a known caller attribute in the body of the SOAP request.

Getting Interaction Summary by Unique Interaction ID

In this case, the Interaction's unique identifier (UUID) is passed in the body of the SOAP request. By default, the API returns summaries of Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be passed in the request body to extend the scope of the search to the past year.

WSDL URL

https:/gointeract.io/interact/version/2/interactiondata/soap/interactiondata.wsdl

Headers

Tenant-Id: <tenantId>
Application-Key: <Public API Service application key>

When working in a Multi Environment configuration, the Header must include the name of the current environment:

Environment-Name: <environment-name>

Input Parameters

Parameter Description
uniqueId The unique identifier for the Interaction instance.
widerSearch A boolean specifying whether the search involves data from the past 3 months (false) or the past 12 months (true). 

Sample Request

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soap="http://com/jacada/interact/interactiondata/soap">
<soapenv:Header/>
<soapenv:Body>
<soap:GetInteractionSummaryByUUIDRequest>
<soap:uniqueId>4c221517-5949-4752-84b4-4784adb70dba</soap:uniqueId>
</soap:GetInteractionSummaryByUUIDRequest>
</soapenv:Body>
</soapenv:Envelope>

Expected Responses

Response Scenario Example Message
Success (summary found) summary response (in XML format)
Success (summary found but response is empty) EMPTY
Invalid security headers <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
     <SOAP-ENV:Body>
        <SOAP-ENV:Fault>
            <faultcode>0x7000000</faultcode>
            <faultstring>Request is unauthorized, missing or wrong credentials</faultstring>
        </SOAP-ENV:Fault>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Summary not found  <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
    <SOAP-ENV:Body>
        <ns2:GetInteractionUniqueIdResponse         xmlns:ns2="http://com/jacada/interact/agent/soap">
            <ns2:uniqueId>summary for attribute <attribute search> was not found</ns2:uniqueId>
        </ns2:GetInteractionUniqueIdResponse>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Internal error exception (in XML format)

Getting Interaction Summary by Caller Attribute 

In this case, a known caller attribute is passed in the body of the SOAP request. The following caller attributes are specified in the WSDL file:

  • DTMF: The DTMF code that is passed with the customer's call. This attribute is supported only when Direct Dial with DTMF Code is selected as the Call Now handling method. The attribute is not modifiable. It is allocated automatically as the DTMF Read Only variable.
  • DNID: An identifier for the number, generally the last 4 or 6 digits of the phone number. This caller attribute is relevant only when the DNIS Manager is used for call handling.
  • Call Return Number: The number entered by the customer as part of a request for a callback. The attribute is not modifiable. It is allocated automatically as the Call Return Number Entered Read Only variable.
  • Caller ID: This attribute is supported when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. The attribute is not modifiable. During the DNIS Manager or DNIS As a Service flow, it is allocated automatically as the Click to Call Caller ID Read Only variable.
  • History Search ID: This attribute can be used when the call center has passed a unique identifier in the historySearchId parameter for the Interaction instance URL, and/or when the historySearchId system variable has been allocated a value in the Interaction. (If the variable is allocated more than once, the latest value is used.)

By default, the API returns summaries of Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be passed in the request body to extend the scope of the search to the past year.

WSDL URL

https:/gointeract.io/interact/version/2/interactiondata/soap/interactiondata.wsdl

Headers

Tenant-Id: <tenantId>
Application-Key: <Public API Service application key>

When working in a Multi Environment configuration, the Header must include the name of the current environment:

Environment-Name: <environment-name>

Input Parameters

Parameter Description
callerAttribute The caller attribute to be used for the search.
widerSearch A boolean specifying whether the search involves data from the past 3 months (false) or the past 12 months (true). 

Sample Request

In the following example, the History Search ID history1 is the caller attribute used to search for the Interaction instance:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soap="http://com/jacada/interact/interactiondata/soap">
<soapenv:Header/>
<soapenv:Body>
<soap:GetInteractionSummaryByCallerAttributeRequest>
<soap:callerAttribute>history1</soap:callerAttribute>
<soap:widerSearch>true</soap:widerSearch>
</soap:GetInteractionSummaryByCallerAttributeRequest>
</soapenv:Body>
</soapenv:Envelope>

Expected Responses

Response Scenario Example Message
Success (summary found) summary response (in XML format)
Success (summary found but response is empty) EMPTY
Invalid security headers <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
     <SOAP-ENV:Body>
        <SOAP-ENV:Fault>
            <faultcode>0x7000000</faultcode>
            <faultstring>Request is unauthorized, missing or wrong credentials</faultstring>
        </SOAP-ENV:Fault>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Summary not found  <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
    <SOAP-ENV:Body>
        <ns2:GetInteractionUniqueIdResponse         xmlns:ns2="http://com/jacada/interact/agent/soap">
            <ns2:uniqueId>summary for attribute <attribute search> was not found</ns2:uniqueId>
        </ns2:GetInteractionUniqueIdResponse>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Internal error exception (in XML format)

 

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