ECE 11.6 Chat Transcript Extraction

[thanvi2001]

Is it possible to extract listed details from ECE chat / DB  and how ?

1) Agent ID – Something that identifies the agent associated with the chat or email.
2) Start time of the chat.
3) Duration of the chat.
4) Each piece of the chat conversation
a. Which participant is ‘talking’.
b. When that piece starts.
c. Text of the conversation piece.
5) Language for the chat.
6) If possible, a unique identifier for the chat.
7) Any metadata about the chat. (Account #, customer ID, etc.)

[piyush aghera]

Hi,

You would not have all the details that you want at one place, but need to look at multiple tables to collect details and prepare a single report.  for example,

EGPL_CASEMGMT_ACTIVITY table contains most of the transactional details, like, activity id, case id, start time, agent assignment, queue etc.

EGLV_SESSION_CONTENT contains chat content

EGLV_SESSION contains chat session details

I would suggest please refer to below DB schema guide, that would surely help you.

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat_email/enterprise_chat_email_11_6_1/Programming/Guide/ece_11_6_data_dictionary.pdf

[Rob Wurtz]

Depending on what ES is applied to your system you may be able to leverage the ECE Interaction REST API to retrieve the chat activity attributes and parse the chat transcript from xml response.

[thanvi2001]

Thank you all.. its 11.6 ES 4.

Is there any parsing code available from XML to text file.

[Rob Wurtz]

You can read more about using the ECE 11.6 APIs on the ECE section of DevNet (look for previous documentation), the link below is for the interaction API.
https://pubhub.devnetcloud.com/media/enterprise-chat-and-email/docs/downloads/previous-documentation/interaction-api-developer-guide/ece_11_6_es4_interaction_api_guide.pdf

The process to get an activity's attributes involves a few API calls.

A POST to http://eceserver/system/ws/v12/authentication/user/login with a body similar to the one below to get a X-egain-session header.

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<Login xmlns="http://bindings.egain.com/ws/model/v12/gen/platform"> 
	<userName>eceuser</userName>
	<password>eceuser</password>
</Login>

A GET to http://eceserver/system/ws/v12/interaction/activity/28447?$attribute=all with the X-egain-session header you received from the login.

A DEL to http://eceserver/system/ws/v12/authentication/user/logout with the X-egain-session header to release that session/license.

An alternate approach would be to use the ECE SDK to build a custom chat client, this approach gives you a lot of flexibility because you control the entire communication flow from the client to agent. Paul Tindall has a great presentation on Cisco Live (BRKCCT-2010 and BRKCCT-2631) detailing some of the potential enhancements gained by using a custom client.

https://www.ciscolive.com/c/dam/r/ciscolive/emea/docs/2018/pdf/BRKCCT-2631.pdf

[david.macias]

Yeah what Rob said, the webhooks will give you all that information and it's in JSON format. So just create a listener to parse this information out to your liking.

david