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