Connect / Client / describe_contact_evaluation

describe_contact_evaluation¶

Connect.Client.describe_contact_evaluation(**kwargs)¶

Describes a contact evaluation in the specified Amazon Connect instance.

Request Syntax

response = client.describe_contact_evaluation(
    InstanceId='string',
    EvaluationId='string'
)

Parameters:

InstanceId (string) –
[REQUIRED]

The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
EvaluationId (string) –
[REQUIRED]

A unique identifier for the contact evaluation.

Return type:

dict

Returns:

Response Syntax

{
    'Evaluation': {
        'EvaluationId': 'string',
        'EvaluationArn': 'string',
        'Metadata': {
            'ContactId': 'string',
            'EvaluatorArn': 'string',
            'ContactAgentId': 'string',
            'CalibrationSessionId': 'string',
            'Score': {
                'Percentage': 123.0,
                'NotApplicable': True|False,
                'AutomaticFail': True|False
            },
            'AutoEvaluation': {
                'AutoEvaluationEnabled': True|False,
                'AutoEvaluationStatus': 'IN_PROGRESS'|'FAILED'|'SUCCEEDED'
            },
            'Acknowledgement': {
                'AcknowledgedTime': datetime(2015, 1, 1),
                'AcknowledgedBy': 'string',
                'AcknowledgerComment': 'string'
            }
        },
        'Answers': {
            'string': {
                'Value': {
                    'StringValue': 'string',
                    'NumericValue': 123.0,
                    'NotApplicable': True|False
                },
                'SystemSuggestedValue': {
                    'StringValue': 'string',
                    'NumericValue': 123.0,
                    'NotApplicable': True|False
                },
                'SuggestedAnswers': [
                    {
                        'Value': {
                            'StringValue': 'string',
                            'NumericValue': 123.0,
                            'NotApplicable': True|False
                        },
                        'Status': 'IN_PROGRESS'|'FAILED'|'SUCCEEDED',
                        'Input': {
                            'TranscriptType': 'RAW'|'REDACTED'
                        },
                        'AnalysisType': 'CONTACT_LENS_DATA'|'GEN_AI',
                        'AnalysisDetails': {
                            'GenAI': {
                                'Justification': 'string',
                                'PointsOfInterest': [
                                    {
                                        'MillisecondOffsets': {
                                            'BeginOffsetMillis': 123
                                        },
                                        'TranscriptSegment': 'string'
                                    },
                                ]
                            },
                            'ContactLens': {
                                'MatchedRuleCategories': [
                                    {
                                        'Category': 'string',
                                        'Condition': 'PRESENT'|'NOT_PRESENT',
                                        'PointsOfInterest': [
                                            {
                                                'MillisecondOffsets': {
                                                    'BeginOffsetMillis': 123
                                                },
                                                'TranscriptSegment': 'string'
                                            },
                                        ]
                                    },
                                ]
                            }
                        }
                    },
                ]
            }
        },
        'Notes': {
            'string': {
                'Value': 'string'
            }
        },
        'Status': 'DRAFT'|'SUBMITTED',
        'Scores': {
            'string': {
                'Percentage': 123.0,
                'NotApplicable': True|False,
                'AutomaticFail': True|False
            }
        },
        'CreatedTime': datetime(2015, 1, 1),
        'LastModifiedTime': datetime(2015, 1, 1),
        'EvaluationType': 'STANDARD'|'CALIBRATION',
        'Tags': {
            'string': 'string'
        }
    },
    'EvaluationForm': {
        'EvaluationFormVersion': 123,
        'EvaluationFormId': 'string',
        'EvaluationFormArn': 'string',
        'Title': 'string',
        'Description': 'string',
        'Items': [
            {
                'Section': {
                    'Title': 'string',
                    'RefId': 'string',
                    'Instructions': 'string',
                    'Items': {'... recursive ...'},
                    'Weight': 123.0
                },
                'Question': {
                    'Title': 'string',
                    'Instructions': 'string',
                    'RefId': 'string',
                    'NotApplicableEnabled': True|False,
                    'QuestionType': 'TEXT'|'SINGLESELECT'|'NUMERIC',
                    'QuestionTypeProperties': {
                        'Numeric': {
                            'MinValue': 123,
                            'MaxValue': 123,
                            'Options': [
                                {
                                    'MinValue': 123,
                                    'MaxValue': 123,
                                    'Score': 123,
                                    'AutomaticFail': True|False,
                                    'AutomaticFailConfiguration': {
                                        'TargetSection': 'string'
                                    }
                                },
                            ],
                            'Automation': {
                                'PropertyValue': {
                                    'Label': 'OVERALL_CUSTOMER_SENTIMENT_SCORE'|'OVERALL_AGENT_SENTIMENT_SCORE'|'NON_TALK_TIME'|'NON_TALK_TIME_PERCENTAGE'|'NUMBER_OF_INTERRUPTIONS'|'CONTACT_DURATION'|'AGENT_INTERACTION_DURATION'|'CUSTOMER_HOLD_TIME'|'LONGEST_HOLD_DURATION'|'NUMBER_OF_HOLDS'|'AGENT_INTERACTION_AND_HOLD_DURATION'
                                },
                                'AnswerSource': {
                                    'SourceType': 'CONTACT_LENS_DATA'|'GEN_AI'
                                }
                            }
                        },
                        'SingleSelect': {
                            'Options': [
                                {
                                    'RefId': 'string',
                                    'Text': 'string',
                                    'Score': 123,
                                    'AutomaticFail': True|False,
                                    'AutomaticFailConfiguration': {
                                        'TargetSection': 'string'
                                    }
                                },
                            ],
                            'DisplayAs': 'DROPDOWN'|'RADIO',
                            'Automation': {
                                'Options': [
                                    {
                                        'RuleCategory': {
                                            'Category': 'string',
                                            'Condition': 'PRESENT'|'NOT_PRESENT',
                                            'OptionRefId': 'string'
                                        }
                                    },
                                ],
                                'DefaultOptionRefId': 'string',
                                'AnswerSource': {
                                    'SourceType': 'CONTACT_LENS_DATA'|'GEN_AI'
                                }
                            }
                        },
                        'Text': {
                            'Automation': {
                                'AnswerSource': {
                                    'SourceType': 'CONTACT_LENS_DATA'|'GEN_AI'
                                }
                            }
                        }
                    },
                    'Enablement': {
                        'Condition': {
                            'Operands': [
                                {
                                    'Expression': {
                                        'Source': {
                                            'Type': 'QUESTION_REF_ID',
                                            'RefId': 'string'
                                        },
                                        'Values': [
                                            {
                                                'Type': 'OPTION_REF_ID',
                                                'RefId': 'string'
                                            },
                                        ],
                                        'Comparator': 'IN'|'NOT_IN'
                                    },
                                    'Condition': {'... recursive ...'}
                                },
                            ],
                            'Operator': 'OR'|'AND'
                        },
                        'Action': 'DISABLE'|'ENABLE',
                        'DefaultAction': 'DISABLE'|'ENABLE'
                    },
                    'Weight': 123.0
                }
            },
        ],
        'ScoringStrategy': {
            'Mode': 'QUESTION_ONLY'|'SECTION_ONLY',
            'Status': 'ENABLED'|'DISABLED'
        },
        'AutoEvaluationConfiguration': {
            'Enabled': True|False
        }
    }
}

Response Structure

(dict) –
- Evaluation (dict) –
  
  Information about the evaluation form completed for a specific contact.
  - EvaluationId (string) –
    
    A unique identifier for the contact evaluation.
  - EvaluationArn (string) –
    
    The Amazon Resource Name (ARN) for the contact evaluation resource.
  - Metadata (dict) –
    
    Metadata about the contact evaluation.
    - ContactId (string) –
      
      The identifier of the contact in this instance of Amazon Connect.
    - EvaluatorArn (string) –
      
      The Amazon Resource Name (ARN) of the user who last updated the evaluation.
    - ContactAgentId (string) –
      
      The identifier of the agent who performed the contact.
    - CalibrationSessionId (string) –
      
      The calibration session ID that this evaluation belongs to.
    - Score (dict) –
      
      The overall score of the contact evaluation.
      - Percentage (float) –
        
        The score percentage for an item in a contact evaluation.
      - NotApplicable (boolean) –
        
        The flag to mark the item as not applicable for scoring.
      - AutomaticFail (boolean) –
        
        The flag that marks the item as automatic fail. If the item or a child item gets an automatic fail answer, this flag will be true.
    - AutoEvaluation (dict) –
      
      Information related to automated evaluation.
      - AutoEvaluationEnabled (boolean) –
        
        Whether automated evaluation is enabled.
      - AutoEvaluationStatus (string) –
        
        The status of the contact auto-evaluation.
    - Acknowledgement (dict) –
      
      Information related to evaluation acknowledgement.
      - AcknowledgedTime (datetime) –
        
        When the agent acknowledged the evaluation.
      - AcknowledgedBy (string) –
        
        The agent who acknowledged the evaluation.
      - AcknowledgerComment (string) –
        
        A comment from the agent when they confirmed they acknowledged the evaluation.
  - Answers (dict) –
    
    A map of question identifiers to answer value.
    - (string) –
      - (dict) –
        
        Information about output answers for a contact evaluation.
        
        Value (dict) –
        
        The value for an answer in a contact evaluation.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: StringValue, NumericValue, NotApplicable. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        StringValue (string) –
        
        The string value for an answer in a contact evaluation.
        
        NumericValue (float) –
        
        The numeric value for an answer in a contact evaluation.
        
        NotApplicable (boolean) –
        
        The flag to mark the question as not applicable.
        
        SystemSuggestedValue (dict) –
        
        The system suggested value for an answer in a contact evaluation.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: StringValue, NumericValue, NotApplicable. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        StringValue (string) –
        
        The string value for an answer in a contact evaluation.
        
        NumericValue (float) –
        
        The numeric value for an answer in a contact evaluation.
        
        NotApplicable (boolean) –
        
        The flag to mark the question as not applicable.
        
        SuggestedAnswers (list) –
        
        Automation suggested answers for the questions.
        
        (dict) –
        
        The information about the suggested answer for the question.
        
        Value (dict) –
        
        Information about answer data for a contact evaluation. Answer data must be either string, numeric, or not applicable.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: StringValue, NumericValue, NotApplicable. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        StringValue (string) –
        
        The string value for an answer in a contact evaluation.
        
        NumericValue (float) –
        
        The numeric value for an answer in a contact evaluation.
        
        NotApplicable (boolean) –
        
        The flag to mark the question as not applicable.
        
        Status (string) –
        
        The status of the suggested answer. D
        
        Input (dict) –
        
        Details about the input used to question automation.
        
        TranscriptType (string) –
        
        Transcript type.
        
        AnalysisType (string) –
        
        Type of analysis used to provide suggested answer.
        
        AnalysisDetails (dict) –
        
        Detailed analysis results.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: GenAI, ContactLens. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        GenAI (dict) –
        
        Analysis results from the generative AI automation for the question.
        
        Justification (string) –
        
        Generative AI automation answer justification.
        
        PointsOfInterest (list) –
        
        Generative AI automation answer analysis points of interest.
        
        (dict) –
        
        Information about the point of interest in transcript provided to evaluation.
        
        MillisecondOffsets (dict) –
        
        Offset in milliseconds from the beginning of transcript.
        
        BeginOffsetMillis (integer) –
        
        Offset in milliseconds from the beginning of the transcript.
        
        TranscriptSegment (string) –
        
        Segment of transcript.
        
        ContactLens (dict) –
        
        Analysis results from the Contact Lens automation for the question.
        
        MatchedRuleCategories (list) –
        
        A list of match rule categories.
        
        (dict) –
        
        The Contact Lens category used by evaluation automation.
        
        Category (string) –
        
        A category label.
        
        Condition (string) –
        
        An automation condition for a Contact Lens category.
        
        PointsOfInterest (list) –
        
        A point of interest in a contact transcript that indicates match of condition.
        
        (dict) –
        
        Information about the point of interest in transcript provided to evaluation.
        
        MillisecondOffsets (dict) –
        
        Offset in milliseconds from the beginning of transcript.
        
        BeginOffsetMillis (integer) –
        
        Offset in milliseconds from the beginning of the transcript.
        
        TranscriptSegment (string) –
        
        Segment of transcript.
  - Notes (dict) –
    
    A map of question identifiers to note value.
    - (string) –
      - (dict) –
        
        Information about notes for a contact evaluation.
        
        Value (string) –
        
        The note for an item (section or question) in a contact evaluation.
        
        Note
        Even though a note in an evaluation can have up to 3072 chars, there is also a limit on the total number of chars for all the notes in the evaluation combined. Assuming there are N questions in the evaluation being submitted, then the max char limit for all notes combined is N x 1024.
  - Status (string) –
    
    The status of the contact evaluation.
  - Scores (dict) –
    
    A map of item (section or question) identifiers to score value.
    - (string) –
      - (dict) –
        
        Information about scores of a contact evaluation item (section or question).
        
        Percentage (float) –
        
        The score percentage for an item in a contact evaluation.
        
        NotApplicable (boolean) –
        
        The flag to mark the item as not applicable for scoring.
        
        AutomaticFail (boolean) –
        
        The flag that marks the item as automatic fail. If the item or a child item gets an automatic fail answer, this flag will be true.
  - CreatedTime (datetime) –
    
    The timestamp for when the evaluation was created.
  - LastModifiedTime (datetime) –
    
    The timestamp for when the evaluation was last updated.
  - EvaluationType (string) –
    
    Type of the evaluation.
  - Tags (dict) –
    
    The tags used to organize, track, or control access for this resource. For example, { “Tags”: {“key1”:”value1”, “key2”:”value2”} }.
    - (string) –
      - (string) –
- EvaluationForm (dict) –
  
  Information about the evaluation form.
  - EvaluationFormVersion (integer) –
    
    A version of the evaluation form.
  - EvaluationFormId (string) –
    
    The unique identifier for the evaluation form.
  - EvaluationFormArn (string) –
    
    The Amazon Resource Name (ARN) for the evaluation form resource.
  - Title (string) –
    
    A title of the evaluation form.
  - Description (string) –
    
    The description of the evaluation form.
  - Items (list) –
    
    Items that are part of the evaluation form. The total number of sections and questions must not exceed 100 each. Questions must be contained in a section.
    - (dict) –
      
      Information about an item from an evaluation form. The item must be either a section or a question.
      Note
      This is a Tagged Union structure. Only one of the following top level keys will be set: Section, Question. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
      
      'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
      - Section (dict) –
        
        The information of the section.
        
        Title (string) –
        
        The title of the section.
        
        RefId (string) –
        
        The identifier of the section. An identifier must be unique within the evaluation form.
        
        Instructions (string) –
        
        The instructions of the section.
        
        Items (list) –
        
        The items of the section.
        
        Weight (float) –
        
        The scoring weight of the section.
      - Question (dict) –
        
        The information of the question.
        
        Title (string) –
        
        The title of the question.
        
        Instructions (string) –
        
        The instructions of the section.
        
        RefId (string) –
        
        The identifier of the question. An identifier must be unique within the evaluation form.
        
        NotApplicableEnabled (boolean) –
        
        The flag to enable not applicable answers to the question.
        
        QuestionType (string) –
        
        The type of the question.
        
        QuestionTypeProperties (dict) –
        
        The properties of the type of question. Text questions do not have to define question type properties.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: Numeric, SingleSelect, Text. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        Numeric (dict) –
        
        The properties of the numeric question.
        
        MinValue (integer) –
        
        The minimum answer value.
        
        MaxValue (integer) –
        
        The maximum answer value.
        
        Options (list) –
        
        The scoring options of the numeric question.
        
        (dict) –
        
        Information about the option range used for scoring in numeric questions.
        
        MinValue (integer) –
        
        The minimum answer value of the range option.
        
        MaxValue (integer) –
        
        The maximum answer value of the range option.
        
        Score (integer) –
        
        The score assigned to answer values within the range option.
        
        AutomaticFail (boolean) –
        
        The flag to mark the option as automatic fail. If an automatic fail answer is provided, the overall evaluation gets a score of 0.
        
        AutomaticFailConfiguration (dict) –
        
        A configuration for automatic fail.
        
        TargetSection (string) –
        
        The referenceId of the target section for auto failure.
        
        Automation (dict) –
        
        The automation properties of the numeric question.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: PropertyValue, AnswerSource. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        PropertyValue (dict) –
        
        The property value of the automation.
        
        Label (string) –
        
        The property label of the automation.
        
        AnswerSource (dict) –
        
        A source of automation answer for numeric question.
        
        SourceType (string) –
        
        The automation answer source type.
        
        SingleSelect (dict) –
        
        The properties of the numeric question.
        
        Options (list) –
        
        The answer options of the single select question.
        
        (dict) –
        
        Information about the automation configuration in single select questions.
        
        RefId (string) –
        
        The identifier of the answer option. An identifier must be unique within the question.
        
        Text (string) –
        
        The title of the answer option.
        
        Score (integer) –
        
        The score assigned to the answer option.
        
        AutomaticFail (boolean) –
        
        The flag to mark the option as automatic fail. If an automatic fail answer is provided, the overall evaluation gets a score of 0.
        
        AutomaticFailConfiguration (dict) –
        
        Whether automatic fail is configured on a single select question.
        
        TargetSection (string) –
        
        The referenceId of the target section for auto failure.
        
        DisplayAs (string) –
        
        The display mode of the single select question.
        
        Automation (dict) –
        
        The display mode of the single select question.
        
        Options (list) –
        
        The automation options of the single select question.
        
        (dict) –
        
        Information about the automation option of a single select question.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: RuleCategory. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        RuleCategory (dict) –
        
        The automation option based on a rule category for the single select question.
        
        Category (string) –
        
        The category name, as defined in Rules.
        
        Condition (string) –
        
        The condition to apply for the automation option. If the condition is PRESENT, then the option is applied when the contact data includes the category. Similarly, if the condition is NOT_PRESENT, then the option is applied when the contact data does not include the category.
        
        OptionRefId (string) –
        
        The identifier of the answer option.
        
        DefaultOptionRefId (string) –
        
        The identifier of the default answer option, when none of the automation options match the criteria.
        
        AnswerSource (dict) –
        
        Automation answer source.
        
        SourceType (string) –
        
        The automation answer source type.
        
        Text (dict) –
        
        The properties of the text question.
        
        Automation (dict) –
        
        The automation properties of the text question.
        
        AnswerSource (dict) –
        
        Automation answer source.
        
        SourceType (string) –
        
        The automation answer source type.
        
        Enablement (dict) –
        
        A question conditional enablement.
        
        Condition (dict) –
        
        A condition for item enablement configuration.
        
        Operands (list) –
        
        Operands of the enablement condition.
        
        (dict) –
        
        An operand of the enablement condition.
        
        Note
        This is a Tagged Union structure. Only one of the following top level keys will be set: Expression, Condition. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:
        
        'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}
        
        Expression (dict) –
        
        An expression of the enablement condition.
        
        Source (dict) –
        
        A source item of enablement expression.
        
        Type (string) –
        
        A type of source item.
        
        RefId (string) –
        
        A referenceId of the source item.
        
        Values (list) –
        
        A list of values from source item.
        
        (dict) –
        
        An enablement expression source value.
        
        Type (string) –
        
        A type of source item value.
        
        RefId (string) –
        
        A referenceId of the source value.
        
        Comparator (string) –
        
        A comparator to be used against list of values.
        
        Condition (dict) –
        
        A condition for item enablement.
        
        Operator (string) –
        
        The operator to be used to be applied to operands if more than one provided.
        
        Action (string) –
        
        An enablement action that if condition is satisfied.
        
        DefaultAction (string) –
        
        An enablement action that if condition is not satisfied.
        
        Weight (float) –
        
        The scoring weight of the section.
  - ScoringStrategy (dict) –
    
    A scoring strategy of the evaluation form.
    - Mode (string) –
      
      The scoring mode of the evaluation form.
    - Status (string) –
      
      The scoring status of the evaluation form.
  - AutoEvaluationConfiguration (dict) –
    
    The configuration of the automated evaluation.
    - Enabled (boolean) –
      
      When automated evaluation is enabled.

Exceptions

Connect.Client.exceptions.InvalidParameterException
Connect.Client.exceptions.ResourceNotFoundException
Connect.Client.exceptions.ThrottlingException
Connect.Client.exceptions.InternalServiceException