Get Interaction Details by Sharpen API Request
Purpose
To retrieve nearly all call details related to a given Sharpen Queue Call Manager ID.
API Request
Method: POST
Sharpen IZ0 URL: https://api.sharpencx.com/V2/queues/getInteraction/
Sharpen IZ1 URL: https://api-current.iz1.sharpen.cx/V2/queues/getInteraction/
Body:
{
"cKey1": "ABCDEFGHIJKLMNOPQRSTUVWXYZ",
"cKey2": "12345678901234567890123456",
"uKey": "AB97A62A01B8CC614A950E02C9",
"queueCallManagerID": "12345678"
}cKey1 and cKey2 are available once logged into Sharpen, in your Developer page.
IZ0 Developer Docs link: https://app.sharpencx.com/developer/docs/
IZ1 Developer Docs link: https://app.iz1.sharpen.cx/developer/docs/
uKey (the User Key of the requester) is available in Manage Users, and the U Key column can be added for quick viewing.
IZ0 Manage Users link: https://app.sharpencx.com/admin/settings/manageUsers/
IZ1 Manage Users link: https://app.iz1.sharpen.cx/admin/settings/manageUsers/
Available Data and associated JSON Path in the Response
Not every field is listed, only most-utilized.
Interaction & Participant Identification
Key Name: queueCallManagerID
Summary: The primary unique identifier for the entire customer interaction.
JSON Path: $.data.queueCDR.queueCallManagerID
Key Name: cidName
Summary: The name of the customer who initiated the contact. (Or otherwise the remote party in an outbound interaction)
JSON Path: $.data.queueCDR.cidName
Key Name: agentName
Summary: The name of the agent who handled the interaction.
JSON Path: $.data.queueCDR.agentName
Key Name: queueName
Summary: The specific department or team queue that handled the interaction.
JSON Path: $.data.queueCDR.queueName
Key Name: commType
Summary: The communication channel used for the interaction (e.g., chat, inboundCall).
JSON Path: $.data.queueCDR.commType
Timestamps & Durations
Key Name: startTime
Summary: The date and time the entire interaction began.
JSON Path: $.data.queueCDR.startTime
Key Name: endTime
Summary: The date and time the entire interaction concluded.
JSON Path: $.data.queueCDR.endTime
Key Name: holdTime
Summary: The total time in seconds the customer waited in the queue before connecting to an agent.
JSON Path: $.data.queueCDR.holdTime
Key Name: talkTime
Summary: The total time in seconds of the active conversation between the customer and the agent.
JSON Path: $.data.queueCDR.talkTime
Key Name: wrapUpTime
Summary: The time in seconds the agent spent on post-interaction tasks (after-call work).
JSON Path: $.data.queueCDR.wrapUpTime
Content & Context
Key Name: recording (available on inbound and outbound calls)
Summary: This field provides a direct URL to the .wav audio file of the entire conversation.
JSON Path: $.data.recording
Key Name: transcription
Summary: This object contains the full, word-for-word transcript of the call. It also includes valuable metadata.
Speaker Diarization: The transcript will be prefixed with "Agent:" indicating who is speaking, separating the agent's and customer's dialogue.
Word-level Timestamps: Each word has a start and end time, allowing you to sync the text with the audio recording precisely.
Sentence-level Sentiment: The transcript is broken down into sentences and paragraphs, each with its own sentiment label ("neutral", "positive", "negative") and sentiment_score. For example, a sentence may have a "negative" sentiment with a score of -0.57 where the phrase might be "This We're just hearing dead air too far."
JSON Path: $.data.transcription
Key Name: notes
Summary: Agent provided notes. (If AI features are enabled, the initial value of Notes aligns with the AI Summary, but agents may add, modify, and change Notes during Wrap-up).
JSON Path: $.data.interactionNotes.notes
Key Name: messages (available on Chats)
Summary: An array containing the full transcript of the chat conversation, with each object representing a single message.
JSON Path: $.data.messages..text
Key Name: hangupCause
Summary: A code indicating which party ended the interaction.
JSON Path: $.data.queueCDR.hangupCause
AI & Analysis
Key Name: text (within ai.summary)
Summary: An AI-generated summary of the entire conversation.
JSON Path: $.data.ai.summary.text
Key Name: label (within ai.sentiment)
Summary: The AI's classification of the interaction's emotional tone (e.g., neutral, positive, negative).
JSON Path: $.data.ai.sentiment.label