The Speech Analytics webhook notifies your system when the transcription and scoring of a completed call are available. This event is typically triggered a few seconds after the call ends.

Subscribe to this webhook on the Administration > Webhooks page. For parameter descriptions, refer to the Webhook Overview article.

Event	Description
call.analytics.available	Speech Analytics results, including summary and score, are available.

call.analytics.available

Use this event to:

Retrieve and process summary data about call quality or sentiment
Extract transcription or score for CRM records or reporting

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

{
  "event": "call.analytics.available",
  "object": "analytics",
  "timestamp": "2024-05-24T08:36:39Z",
  "secret": "FAKESECRET12345",
  "contact_center_id": "00000000-0000-0000-0000-000000000000",
  "data": {
    // Primary object 
    // Secondary object
  }
}

Example payload

{
  "event": "call.analytics.available",
  "object": "analytics",
  "timestamp": "2024-05-24T08:36:39Z",
  "secret": "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703",
  "data": {
    "id": 12345,
    "summary": "bla bla bla bla",
    "score": "1.5",
    "call": {
      "id": "187edc75-3008-44e3-8798-aa0bb6962503",
      "cdr_url": "https://cluster1.contact_center_name.com/cdr/187edc75-3008-44e3-8798-aa0bb6962503"
    }
  }
}

Note: The call block contains the call ID and the cdr_url, which includes the transcription and score results. Use the id, summary, and score values for custom metrics, dashboards, or exports.

See also