> ## Documentation Index > Fetch the complete documentation index at: https://docs.cekura.ai/llms.txt > Use this file to discover all available pages before exploring further. # Webhook Format > Example of webhook formats in Cekura export const CopyPageButton = () => { if (typeof window !== 'undefined') { setTimeout(function () { if (document.getElementById('ck-tools')) return; var anchor = document.getElementById('content-area') || document.querySelector('.mdx-content'); if (!anchor) return; if (!document.getElementById('ck-style')) { var s = document.createElement('style'); s.id = 'ck-style'; s.textContent = '#ck-tools{position:absolute;top:6px;right:0;z-index:100;font-family:inherit;}' + '.ck-row{display:inline-flex;align-items:stretch;border:1px solid rgba(0,0,0,0.15);border-radius:8px;overflow:hidden;background:#fff;}' + ':root.dark .ck-row{background:rgba(255,255,255,0.06);border-color:rgba(255,255,255,0.12);}' + '.ck-btn{padding:5px 12px;border:none;background:none;cursor:pointer;font-size:13px;font-weight:500;font-family:inherit;color:#374151;}' + ':root.dark .ck-btn{color:#d1d5db;}' + '.ck-btn:hover{background:rgba(0,0,0,0.04);}' + ':root.dark .ck-btn:hover{background:rgba(255,255,255,0.06);}' + '.ck-chevron{padding:5px 8px;border:none;background:none;cursor:pointer;font-size:14px;font-family:inherit;color:#374151;}' + ':root.dark .ck-chevron{color:#d1d5db;}' + '.ck-chevron:hover{background:rgba(0,0,0,0.04);}' + ':root.dark .ck-chevron:hover{background:rgba(255,255,255,0.06);}' + '.ck-divider{width:1px;background:rgba(0,0,0,0.12);flex-shrink:0;}' + ':root.dark .ck-divider{background:rgba(255,255,255,0.12);}' + '.ck-dd{position:absolute;top:calc(100% + 4px);right:0;min-width:180px;background:#fff;border:1px solid rgba(0,0,0,0.12);border-radius:8px;box-shadow:0 4px 12px rgba(0,0,0,0.1);padding:4px;display:none;z-index:200;}' + ':root.dark .ck-dd{background:#1f2937;border-color:rgba(255,255,255,0.1);box-shadow:0 4px 16px rgba(0,0,0,0.35);}' + '.ck-item{display:block;width:100%;padding:7px 12px;border:none;background:none;border-radius:6px;cursor:pointer;font-size:13px;font-family:inherit;text-align:left;color:#374151;}' + ':root.dark .ck-item{color:#d1d5db;}' + '.ck-item:hover{background:rgba(0,0,0,0.05);}' + ':root.dark .ck-item:hover{background:rgba(255,255,255,0.07);}'; document.head.appendChild(s); } var wrap = document.createElement('div'); wrap.id = 'ck-tools'; var row = document.createElement('div'); row.className = 'ck-row'; var mainBtn = document.createElement('button'); mainBtn.className = 'ck-btn'; mainBtn.textContent = 'Copy page'; var divider = document.createElement('span'); divider.className = 'ck-divider'; var chevron = document.createElement('button'); chevron.className = 'ck-chevron'; chevron.textContent = '▾'; var dd = document.createElement('div'); dd.className = 'ck-dd'; function closeDD() { dd.style.display = 'none'; } function openDD() { dd.style.display = 'block'; } chevron.onclick = function (e) { e.stopPropagation(); if (dd.style.display === 'block') { closeDD(); } else { openDD(); } }; document.addEventListener('click', function (e) { if (!e.target.closest('#ck-tools')) { closeDD(); } }); document.addEventListener('keydown', function (e) { if (e.key === 'Escape') { closeDD(); } }); function makeItem(label, fn) { var b = document.createElement('button'); b.className = 'ck-item'; b.textContent = label; b.onclick = function () { fn(); closeDD(); }; return b; } function getMarkdown() { var walk = function (node) { if (!node) return ''; if (node.nodeType === 3) return node.textContent || ''; if (node.nodeType !== 1) return ''; var tag = node.tagName.toLowerCase(); var skip = ['script', 'style', 'svg', 'noscript', 'button', 'iframe']; if (skip.indexOf(tag) !== -1) return ''; if (node.id === 'ck-tools') return ''; var ch = Array.from(node.childNodes).map(walk).join(''); if (tag === 'h1') return '\n# ' + ch.trim() + '\n\n'; if (tag === 'h2') return '\n## ' + ch.trim() + '\n\n'; if (tag === 'h3') return '\n### ' + ch.trim() + '\n\n'; if (tag === 'p') return '\n' + ch.trim() + '\n\n'; if (tag === 'pre') return '\n```\n' + node.textContent.trim() + '\n```\n\n'; if (tag === 'li') return '- ' + ch.trim() + '\n'; if (tag === 'code') return '`' + ch.trim() + '`'; return ch; }; var content = document.querySelector('.mdx-content') || document.getElementById('content-area') || document.body; return walk(content).replace(/\n\n\n+/g, '\n\n').trim(); } function copyMd() { var md = getMarkdown(); navigator.clipboard.writeText(md).then(function () { mainBtn.textContent = 'Copied!'; setTimeout(function () { mainBtn.textContent = 'Copy page'; }, 2000); }); } function viewMd() { var md = getMarkdown(); var safe = md.split('&').join('&').split('<').join('<').split('>').join('>'); var html = '' + safe + ''; window.open(URL.createObjectURL(new Blob([html], { type: 'text/html' })), '_blank'); } function openClaude() { var prompt = 'Can you read this Cekura docs page ' + window.location.href + ' so I can ask you questions?'; window.open('https://claude.ai/new?q=' + encodeURIComponent(prompt), '_blank'); } mainBtn.onclick = copyMd; dd.appendChild(makeItem('Copy page', copyMd)); dd.appendChild(makeItem('View as Markdown', viewMd)); dd.appendChild(makeItem('Open in Claude', openClaude)); row.appendChild(mainBtn); row.appendChild(divider); row.appendChild(chevron); wrap.appendChild(row); wrap.appendChild(dd); anchor.style.position = 'relative'; anchor.insertBefore(wrap, anchor.firstChild); }, 50); } return null; }; This page shows the different webhook formats we send for events. All webhook requests includes `X-CEKURA-SECRET` header with your configured webhook secret. **Webhook JSON Example:** ## Result Notifications ```json Result Success theme={null} { "event_type": "result.completed", "data": { "id": 101, "name": "string", "agent": 42, "status": "completed", "met_expected_outcome_count": 0, "total_expected_outcome_count": 0, "success_rate": 100, "run_as_text": false, "is_cronjob": false, "runs": { "1": { "id": 301, "scenario": { "id": 205, "name": "Customer's Specific Preference Confirmation", "personality_name": "Direct Communicator ", "expected_outcome_prompt": "" }, "expected_outcome": {}, "success": true, "evaluation": { "metrics": [] }, "transcript_object": [ { "role": "Testing Agent", "time": "00:02", "content": "Hello.", "end_time": 2.82, "start_time": 2.32 } ], "voice_recording": "https://example.com/audio/recording.wav", "timestamp": "2025-07-31T10:37:40Z", "executed_at": "2025-07-31T10:37:41Z", "error_message": "" } }, "created_at": "2025-07-31T10:37:40Z" } } ``` ```json Result Failed theme={null} { "event_type": "result.completed", "data": { "id": 4, "name": "string", "agent": 1, "status": "completed", "met_expected_outcome_count": 0, "total_expected_outcome_count": 0, "success_rate": 0.0, "run_as_text": false, "is_cronjob": false, "runs": { "4": { "id": 4, "scenario": { "id": 13, "name": "Secure Cell Activation Workflow", "personality_name": "Direct Communicator ", "expected_outcome_prompt": "" }, "expected_outcome": {}, "success": false, "evaluation": { "metrics": [ { "id": 7, "name": "workflow-adherence-check", "type": "binary_workflow_adherence", "score": 0, "explanation": [ "This metric is designed to always return false for validation testing.", "As such, it cannot be satisfied by the agent under normal conditions." ], "vocera_defined_metric_code": "string" } ] }, "transcript_object": [ { "role": "Testing Agent", "time": "00:01", "content": "Hello.", "end_time": 1.78, "start_time": 1.28 }, { "role": "Main Agent", "time": "00:02", "content": "World", "end_time": 2.98, "start_time": 2.0 } ], "voice_recording": "https://example.com/audio/recording.wav", "timestamp": "2025-07-31T10:48:25Z", "executed_at": "2025-07-31T10:48:25Z", "error_message": "" } }, "created_at": "2025-07-31T10:48:25Z" } } ``` ## Cronjob Notifications ```json Cronjob Success theme={null} { "event_type": "result.completed", "data": { "id": 6, "name": "string", "agent": 1, "status": "completed", "met_expected_outcome_count": 0, "total_expected_outcome_count": 0, "success_rate": 0.0, "run_as_text": false, "is_cronjob": true, "runs": { "6": { "id": 6, "scenario": { "id": 13, "name": "Secure Cell Activation Workflow", "personality_name": "Direct Communicator ", "expected_outcome_prompt": "" }, "expected_outcome": {}, "success": false, "evaluation": { "metrics": [ { "id": 7, "name": "workflow-adherence-check", "type": "binary_workflow_adherence", "score": 0, "explanation": [ "This metric explicitly requires a false outcome for validation." ], "vocera_defined_metric_code": "string" }, ] }, "transcript_object": [ { "role": "Testing Agent", "time": "00:01", "content": "Hello.", "end_time": 1.78, "start_time": 1.28 }, { "role": "Main Agent", "time": "00:02", "content": "World", "end_time": 2.9, "start_time": 2.32 } ], "voice_recording": "https://example.com/audio/recording.wav", "timestamp": "2025-07-31T10:53:16Z", "executed_at": "2025-07-31T10:53:16Z", "error_message": "" } }, "created_at": "2025-07-31T10:53:16Z" } } ``` ```json Cronjob Failed theme={null} { "event_type": "result.completed", "data": { "id": 5, "name": "string", "agent": 1, "status": "completed", "met_expected_outcome_count": 0, "total_expected_outcome_count": 0, "success_rate": 100.0, "run_as_text": false, "is_cronjob": true, "runs": { "5": { "id": 5, "scenario": { "id": 14, "name": "Customer's Specific Preference Confirmation", "personality_name": "Direct Communicator ", "expected_outcome_prompt": "" }, "expected_outcome": {}, "success": true, "evaluation": { "metrics": [ { "id": 5, "name": "workflow-adherence-check", "type": "binary_workflow_adherence", "score": 5, "explanation": [ "This metric is designed to always return true, regardless of interaction content." ], "vocera_defined_metric_code": "string" } ] }, "transcript_object": [ { "role": "Testing Agent", "time": "00:01", "content": "Hello.", "end_time": 1.78, "start_time": 1.28 }, { "role": "Main Agent", "time": "00:01", "content": "World", "end_time": 2.98, "start_time": 1.99 } ], "voice_recording": "https://example.com/audio/recording.wav", "timestamp": "2025-07-31T10:51:44Z", "executed_at": "2025-07-31T10:51:44Z", "error_message": "" } }, "created_at": "2025-07-31T10:51:44Z" } } ``` ## Call Log Evaluation Notifications ```json Observability Call Success theme={null} { "event_type": "call_log.completed", "data": { "id": 95, "duration": "01:10", "voice_recording_url": "https://example.com/audio/recording.mp3", "critical_categories": [], "status": "success", "agent_id": "1", "timestamp": "2025-07-31T11:13:42Z", "success": true, "is_reviewed": false, "feedback": "", "evaluation": { "metrics": [ { "id": 5, "name": "workflow-adherence-check", "type": "binary_workflow_adherence", "vocera_defined_metric_code": "string", "score": 5, "explanation": [ "This metric is defined to always return true.", "The AI agent, by definition of the metric, meets the criteria." ] } ] }, "transcript": "[0:00] Testing Agent: Hello. This is ExampleCorp.\n[0:01] Main Agent: Hello. You've reached Professional Services", "transcript_object": [ { "role": "Testing Agent", "time": "0:00", "content": "Hello. This is ExampleCorp.", "end_time": 1.7, "start_time": 0.24 }, { "role": "Main Agent", "time": "0:01", "content": "Hello. You've reached Professional Services.", "end_time": 7.3, "start_time": 1.2 }, { "role": "Testing Agent", "time": "0:02", "content": "Please stay on the line while we connect you. This call may be monitored.", "end_time": 8.42, "start_time": 2.0 }, { "role": "Main Agent", "time": "0:07", "content": "How can I help you today?", "end_time": 8.58, "start_time": 7.36 }, { "role": "Testing Agent", "time": "0:19", "content": "Hello. Hi.", "end_time": 20.32, "start_time": 19.18 }, { "role": "Main Agent", "time": "0:21", "content": "Hi there. How can I assist you today?", "end_time": 23.77, "start_time": 21.35 }, { "role": "Testing Agent", "time": "0:25", "content": "I'm calling regarding an order. Are you working on one now?", "end_time": 35.26, "start_time": 25.49 }, { "role": "Main Agent", "time": "0:36", "content": "Thanks for reaching out.", "end_time": 38.45, "start_time": 36.45 }, { "role": "Testing Agent", "time": "0:38", "content": "Hi.", "end_time": 38.7, "start_time": 38.2 }, { "role": "Main Agent", "time": "0:38", "content": "This is a consulting firm. Would you like help with anything related to that?", "end_time": 52.59, "start_time": 38.45 }, { "role": "Testing Agent", "time": "0:53", "content": "No.", "end_time": 54.18, "start_time": 53.68 }, { "role": "Main Agent", "time": "0:55", "content": "Understood. Is there anything else I can help you with?", "end_time": 59.18, "start_time": 55.32 }, { "role": "Testing Agent", "time": "0:59", "content": "No.", "end_time": 60.41, "start_time": 59.91 }, { "role": "Main Agent", "time": "1:01", "content": "Thanks for calling. Goodbye.", "end_time": 70.2, "start_time": 61.8 } ], "call_ended_reason": "", "dropoff_point": "end of conversation as no queries remaining", "topic": "{}", "customer_number": "", "user_generated_transcript": null, "metadata": {}, "dynamic_variables": {}, "created_at": "2025-07-31T11:13:42Z", "updated_at": "2025-07-31T11:14:04Z", "call_id": "stereo_audio", "agent": 1 } } ``` ```json Observability Call Failed theme={null} { "event_type": "call_log.completed", "data": { "id": 97, "duration": "01:10", "voice_recording_url": "https://example.com/storage/audio/sample-call.mp3", "critical_categories": [], "status": "success", "agent_id": "1", "timestamp": "2025-07-31T11:16:07.084004Z", "success": true, "is_reviewed": false, "feedback": "", "evaluation": { "metrics": [ { "id": 6, "name": "workflow-boolean-check", "type": "binary_workflow_adherence", "vocera_defined_metric_code": "string", "score": 5, "explanation": [ "The metric definition explicitly states 'Always return true'." ] } ] }, "transcript": "[0:00] Testing Agent: Hello. This is ExampleApp.\n[0:01] Main Agent: Hello. You've reached Example Support Services...", "transcript_object": [ { "role": "Testing Agent", "time": "0:00", "content": "Hello. This is ExampleApp.", "end_time": 1.7, "start_time": 0.24 }, { "role": "Main Agent", "time": "0:01", "content": "Hello. You've reached Example Support Services.", "end_time": 7.3, "start_time": 1.2 }, { "role": "Testing Agent", "time": "0:02", "content": "Please stay on the line while we connect you with a representative.", "end_time": 8.42, "start_time": 2.0 }, { "role": "Main Agent", "time": "0:07", "content": "How can I help you today?", "end_time": 8.58, "start_time": 7.36 }, { "role": "Testing Agent", "time": "0:19", "content": "Hello. Hi.", "end_time": 20.3, "start_time": 19.18 }, { "role": "Main Agent", "time": "0:21", "content": "Hi there. How can I assist you today?", "end_time": 23.77, "start_time": 21.35 }, { "role": "Testing Agent", "time": "0:25", "content": "My name is Alex. I'm calling regarding an ongoing task. Are you currently working on it?", "end_time": 35.26, "start_time": 25.49 }, { "role": "Main Agent", "time": "0:36", "content": "Hi, Alex. Thanks for reaching out.", "end_time": 38.45, "start_time": 36.45 }, { "role": "Testing Agent", "time": "0:38", "content": "Hi.", "end_time": 38.7, "start_time": 38.2 }, { "role": "Main Agent", "time": "0:38", "content": "There seems to be some confusion; you've reached Example Support Services. Can I help you with anything related to our offerings?", "end_time": 52.58, "start_time": 38.45 }, { "role": "Testing Agent", "time": "0:53", "content": "No.", "end_time": 54.17, "start_time": 53.68 }, { "role": "Main Agent", "time": "0:55", "content": "Understood. Is there anything else I can help you with?", "end_time": 59.18, "start_time": 55.32 }, { "role": "Testing Agent", "time": "0:59", "content": "No.", "end_time": 60.41, "start_time": 59.91 }, { "role": "Main Agent", "time": "1:01", "content": "Alright, Alex. Thanks for calling. Have a great day. Goodbye.", "end_time": 70.2, "start_time": 61.8 } ], "call_ended_reason": "", "dropoff_point": "end of conversation as no queries remaining", "topic": "{}", "customer_number": "", "user_generated_transcript": null, "metadata": {}, "dynamic_variables": {}, "created_at": "2025-07-31T11:16:07.094306Z", "updated_at": "2025-07-31T11:18:25.509446Z", "call_id": "sample_audio_id", "agent": 1 } } ``` ## Webhook Forwarding ```json Vapi Forward Webhook theme={null} { "message":{ "timestamp":1728862846068, "type":"end-of-call-report", "analysis":{ "summary":"The call is between a mortgage representative named Tush and a customer named Alex...", "successEvaluation":"true" }, "artifact":{ "messages":[ { "role":"system", "message":"\nYou are a middle aged man from New York with a strong French accent", "time":1728862774417, "secondsFromStart":0 }, { "role":"user", "message":"Hello. This is Tush calling from.", "time":1728862776876, "endTime":1728862778816, "secondsFromStart":2.32, "duration":1940 }, { "role":"bot", "message":"Yeah. What do you want?", "time":1728862782375.9998, "endTime":1728862784086, "secondsFromStart":7.8199997, "duration":1390.001220703125, "source":"" }, { "role":"user", "message":"Hi. So I wanted to verify if I'm speaking to Alex too.", "time":1728862785216, "endTime":1728862789286, "secondsFromStart":10.66, "duration":4070 }, { "role":"bot", "message":"Yeah. It's Alex. What do you need?", "time":1728862789756, "endTime":1728862791396, "secondsFromStart":15.2, "duration":1640, "source":"" }, { "role":"user", "message":"So that's great. Welcome to any mortgage. I'm happy to say that your loan has been approved....", "time":1728862792936, "endTime":1728862811816, "secondsFromStart":18.38, "duration":15119.998046875 }, { "role":"bot", "message":"Alex Dieuet.", "time":1728862813506, "endTime":1728862814246.002, "secondsFromStart":38.95, "duration":740.001953125, "source":"" }, { "role":"user", "message":"And the email address, please?", "time":1728862815716, "endTime":1728862818346, "secondsFromStart":41.16, "duration":2229.9970703125 }, { "role":"bot", "message":"Um, why do you need that?", "time":1728862819406, "endTime":1728862820846, "secondsFromStart":44.85, "duration":1440, "source":"" }, { "role":"user", "message":"I just need it for verification.", "time":1728862821776, "endTime":1728862823586, "secondsFromStart":47.22, "duration":1810 }, { "role":"bot", "message":"Fine. It's alex dot outlook dot com.", "time":1728862824396, "endTime":1728862826736, "secondsFromStart":49.84, "duration":2340, "source":"" }, { "role":"user", "message":"Okay. Great. And your", "time":1728862828056, "endTime":1728862829836, "secondsFromStart":53.5, "duration":1780 }, { "role":"bot", "message":"Yeah.", "time":1728862829276, "endTime":1728862829776, "secondsFromStart":54.72, "duration":500, "source":"" }, { "role":"user", "message":"physical mailing address as well, please?", "time":1728862830406.002, "endTime":1728862832186, "secondsFromStart":55.850002, "duration":1779.998046875 }, { "role":"bot", "message":"600 North McClure Court, Chicago,", "time":1728862833036, "endTime":1728862835056, "secondsFromStart":58.48, "duration":2020, "source":"" }, { "role":"user", "message":"Great. That's it. Okay.", "time":1728862836466, "endTime":1728862838346, "secondsFromStart":61.91, "duration":1780 }, { "toolCalls":[ { "id":"call_8VwgR084TgFhoIFScCy", "type":"function", "function":{ "name":"endCall", "arguments":"{}" } } ], "role":"tool_calls", "message":"", "time":1728862838338, "secondsFromStart":62.614 }, { "role":"tool_call_result", "time":1728862839057, "secondsFromStart":63.333, "name":"endCall", "result":"Success.", "toolCallId":"call_8VlD2084TgFhoIFScCy" } ], "messagesOpenAIFormatted":[ { "role":"system", "content":"\nYou are a middle aged man from New York with a strong French accent" }, { "role":"user", "content":"Hello. This is Tush calling from." }, { "role":"assistant", "content":"Yeah. What do you want?" }, { "role":"user", "content":"Hi. So I wanted to verify if I'm speaking to Alex too." }, { "role":"assistant", "content":"Yeah. It's Alex. What do you need?" }, { "role":"user", "content":"So that's great. Welcome to any mortgage. I'm happy to say that your loan has been approved..." }, { "role":"assistant", "content":"Alex Dieuet." }, { "role":"user", "content":"And the email address, please?" }, { "role":"assistant", "content":"Um, why do you need that?" }, { "role":"user", "content":"I just need it for verification." }, { "role":"assistant", "content":"Fine. It's alex dot outlook dot com." }, { "role":"user", "content":"Okay. Great. And your" }, { "role":"assistant", "content":"Yeah." }, { "role":"user", "content":"physical mailing address as well, please?" }, { "role":"assistant", "content":"600 North McClure Court, Chicago," }, { "role":"user", "content":"Great. That's it. Okay." }, { "role":"assistant", "tool_calls":[ { "id":"call_8VlD2084TgFhoIFScCy", "type":"function", "function":{ "name":"endCall", "arguments":"{}" } } ] }, { "role":"tool", "tool_call_id":"call_8TlD2084TgFhoIFScCy", "content":"Success." } ], "transcript":"User: Hello. This is Tush calling from.\nAI: Yeah. What do you want?\nUser: Hi. So I wanted to verify..", "recordingUrl":"https://example.com/audio/recording.wav", "stereoRecordingUrl":"https://example.com/audio/recording.wav" }, "startedAt":"2024-10-13T23:39:35.724Z", "endedAt":"2024-10-13T23:40:39.072Z", "endedReason":"assistant-ended-call", "cost":0.112, "costBreakdown":{ "stt":0.0115, "llm":0.0319, "tts":0.012, "vapi":0.0528, "total":0.112, "llmPromptTokens":6159, "llmCompletionTokens":73, "ttsCharacters":239, "analysisCostBreakdown":{ "summary":0.0018, "summaryPromptTokens":279, "summaryCompletionTokens":63, "structuredData":0, "structuredDataPromptTokens":0, "structuredDataCompletionTokens":0, "successEvaluation":0.0021, "successEvaluationPromptTokens":672, "successEvaluationCompletionTokens":4 } }, "costs":[ { "type":"transcriber", "transcriber":{ "provider":"deepgram", "model":"nova-2" }, "minutes":1.1590666666666667, "cost":0.01154963 }, { "type":"model", "model":{ "provider":"openai", "model":"gpt-4o" }, "promptTokens":6159, "completionTokens":73, "cost":0.03189 }, { "type":"voice", "voice":{ "provider":"11labs", "voiceId":"MZHabtAqfFWWdxrbZ9iS" }, "characters":239, "cost":0.01195 }, { "type":"vapi", "subType":"normal", "minutes":1.0558, "cost":0.05279 }, { "type":"analysis", "analysisType":"summary", "model":{ "provider":"anthropic", "model":"claude-3-5-sonnet-20240620" }, "promptTokens":279, "completionTokens":63, "cost":0.001782 }, { "type":"analysis", "analysisType":"successEvaluation", "model":{ "provider":"anthropic", "model":"claude-3-5-sonnet-20240620" }, "promptTokens":672, "completionTokens":4, "cost":0.002076 } ], "durationMs":63348, "durationSeconds":63.348, "durationMinutes":1.0558, "summary":"The call is between a mortgage representative named Tush and a customer named Alex...", "transcript":"User: Hello. This is Tush calling from.\nAI: Yeah. What do you want?...", "messages":[ { "role":"system", "message":"\nYou are a middle aged man from New York with a strong French accent", "time":1728862774417, "secondsFromStart":0 }, { "role":"user", "message":"Hello. This is Tush calling from.", "time":1728862776876, "endTime":1728862778816, "secondsFromStart":2.32, "duration":1940 }, { "role":"bot", "message":"Yeah. What do you want?", "time":1728862782375.9998, "endTime":1728862784086, "secondsFromStart":7.8199997, "duration":1390.001220703125, "source":"" }, { "role":"user", "message":"Hi. So I wanted to verify if I'm speaking to Alex too.", "time":1728862785216, "endTime":1728862789286, "secondsFromStart":10.66, "duration":4070 }, { "role":"bot", "message":"Yeah. It's Alex. What do you need?", "time":1728862789756, "endTime":1728862791396, "secondsFromStart":15.2, "duration":1640, "source":"" }, { "role":"user", "message":"So that's great. Welcome to any mortgage. I'm happy to say that your loan has been approved...", "time":1728862792936, "endTime":1728862811816, "secondsFromStart":18.38, "duration":15119.998046875 }, { "role":"bot", "message":"Alex Dieuet.", "time":1728862813506, "endTime":1728862814246.002, "secondsFromStart":38.95, "duration":740.001953125, "source":"" }, { "role":"user", "message":"And the email address, please?", "time":1728862815716, "endTime":1728862818346, "secondsFromStart":41.16, "duration":2229.9970703125 }, { "role":"bot", "message":"Um, why do you need that?", "time":1728862819406, "endTime":1728862820846, "secondsFromStart":44.85, "duration":1440, "source":"" }, { "role":"user", "message":"I just need it for verification.", "time":1728862821776, "endTime":1728862823586, "secondsFromStart":47.22, "duration":1810 }, { "role":"bot", "message":"Fine. It's alex dot outlook dot com.", "time":1728862824396, "endTime":1728862826736, "secondsFromStart":49.84, "duration":2340, "source":"" }, { "role":"user", "message":"Okay. Great. And your", "time":1728862828056, "endTime":1728862829836, "secondsFromStart":53.5, "duration":1780 }, { "role":"bot", "message":"Yeah.", "time":1728862829276, "endTime":1728862829776, "secondsFromStart":54.72, "duration":500, "source":"" }, { "role":"user", "message":"physical mailing address as well, please?", "time":1728862830406.002, "endTime":1728862832186, "secondsFromStart":55.850002, "duration":1779.998046875 }, { "role":"bot", "message":"600 North McClure Court, Chicago,", "time":1728862833036, "endTime":1728862835056, "secondsFromStart":58.48, "duration":2020, "source":"" }, { "role":"user", "message":"Great. That's it. Okay.", "time":1728862836466, "endTime":1728862838346, "secondsFromStart":61.91, "duration":1780 }, { "toolCalls":[ { "id":"call_8VwgRTTlTgFhoIFScCy", "type":"function", "function":{ "name":"endCall", "arguments":"{}" } } ], "role":"tool_calls", "message":"", "time":1728862838338, "secondsFromStart":62.614 }, { "role":"tool_call_result", "time":1728862839057, "secondsFromStart":63.333, "name":"endCall", "result":"Success.", "toolCallId":"call_8VwgRTTlD2084TgFhoIFScCy" } ], "recordingUrl":"https://example.com/audio/recording.wav", "stereoRecordingUrl":"https://example.com/audio/stereo-recording.wav", "call":{ "id":"df5832e8-2ea6-4ae4-8dcd-7771b69de4c8", "orgId":"08f74a93-34a1-4734-ad0d-009eea71d139", "createdAt":"2024-10-13T23:39:34.017Z", "updatedAt":"2024-10-13T23:39:34.017Z", "type":"webCall", "monitor":{ "listenUrl":"wss://aws-us-west-2-production3-phone-call-websocket.vapi.ai/2ea6-4ae4-8dcd-7771b69de4c8/listen", "controlUrl":"https://aws-us-west-2-production3-phone-call-websocket.vapi.ai/2ea6-4ae4-8dcd-7771b69de4c8/control" }, "webCallUrl":"https://vapi.daily.co/iBpUS5C5b0", "status":"queued", "assistant":{ "name":"Kastle - Frustrated Dutch", "transcriber":{ "provider":"deepgram", "model":"nova-2", "language":"en" }, "model":{ "model":"gpt-4o", "temperature":0, "messages":[ { "content":"\nYou are a middle aged man from New York with a strong French accent", "role":"system" } ], "emotionRecognitionEnabled":true, "provider":"openai" }, "voice":{ "fillerInjectionEnabled":false, "inputMinCharacters":5, "provider":"11labs", "voiceId":"MZHabtAqfFbZ9iS", "stability":0.5, "similarityBoost":0.75 }, "endCallFunctionEnabled":true, "clientMessages":[ "transcript", "hang", "function-call", "speech-update", "metadata", "transfer-update", "conversation-update" ], "serverMessages":[ "end-of-call-report", "status-update", "hang", "function-call" ], "silenceTimeoutSeconds":99, "maxDurationSeconds":600, "parentId":"8a68-4e20-bd0e-d042ca56f9cc", "serverUrl":"https://example.com/process", "backgroundSound":"office", "backchannelingEnabled":true, "backgroundDenoisingEnabled":false, "startSpeakingPlan":{ "smartEndpointingEnabled":true }, "stopSpeakingPlan":{ "numWords":2 } }, "assistantOverrides":{ "clientMessages":[ "transfer-update" ] } }, "assistant":{ "name":"Kastle - Frustrated Dutch", "transcriber":{ "provider":"deepgram", "model":"nova-2", "language":"en" }, "model":{ "model":"gpt-4o", "temperature":0, "messages":[ { "content":"\nYou are a middle aged man from New York with a strong French accent", "role":"system" } ], "emotionRecognitionEnabled":true, "provider":"openai" }, "voice":{ "fillerInjectionEnabled":false, "inputMinCharacters":5, "provider":"11labs", "voiceId":"MZHabtAqfFWWdxrbZ9iS", "stability":0.5, "similarityBoost":0.75 }, "endCallFunctionEnabled":true, "clientMessages":[ "transcript", "hang", "function-call", "speech-update", "metadata", "transfer-update", "conversation-update" ], "serverMessages":[ "end-of-call-report", "status-update", "hang", "function-call" ], "silenceTimeoutSeconds":99, "maxDurationSeconds":600, "parentId":"8a68-4e20-bd0e-d042ca56f9cc", "serverUrl":"https://example.com/process/", "backgroundSound":"office", "backchannelingEnabled":true, "backgroundDenoisingEnabled":false, "startSpeakingPlan":{ "smartEndpointingEnabled":true }, "stopSpeakingPlan":{ "numWords":2 } } } } ``` ```json Retell Forward Webhook theme={null} { "event": "call_analyzed", "call": { "call_id": "call_69663cf09c665fc1b917", "agent_id": "agent_0df3daf0a6bda8fd6cb7", "call_status": "ended", "start_timestamp": 1773731985, "end_timestamp": 17310771069, "duration_ms": 39084, "transcript": "User: Alright.\nAgent: Hi there! This is Kate calling from South Bay Dental...", "transcript_object": [ { "role": "user", "content": "Alright.", "words": [ { "word": "Alright.", "start": 0.41899998, "end": 0.919 } ] }, { "role": "agent", "content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?", "words": [ { "word": "Hi ", "start": 2.215, "end": 2.424 }, { "word": "there!", "start": 2.424, "end": 2.911 }, { "word": " This ", "start": 2.910708251953125, "end": 2.945708251953125 }, { "word": "is ", "start": 2.945708251953125, "end": 3.235708251953125 }, { "word": "Kate ", "start": 3.235708251953125, "end": 3.398708251953125 }, { "word": "calling ", "start": 3.398708251953125, "end": 3.734708251953125 }, { "word": "from ", "start": 3.734708251953125, "end": 4.048708251953125 }, { "word": "South ", "start": 4.048708251953125, "end": 4.245708251953125 }, { "word": "Bay ", "start": 4.245708251953125, "end": 4.489708251953125 }, { "word": "Dental.", "start": 4.489708251953125, "end": 4.686708251953125 }, { "word": " Am ", "start": 5.278375, "end": 5.324375 }, { "word": "I ", "start": 5.324375, "end": 5.510375 }, { "word": "speaking ", "start": 5.510375, "end": 5.591375 }, { "word": "with ", "start": 5.591375, "end": 5.951375 }, { "word": "Cindy?", "start": 5.951375, "end": 6.126375 } ], "metadata": { "response_id": 1 } }, { "role": "user", "content": "Yes.", "words": [ { "word": "Yes.", "start": 8.099, "end": 8.519 } ] }, { "role": "agent", "content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?", "words": [ { "word": "Great!", "start": 12.06, "end": 12.687 }, { "word": " I'm ", "start": 12.686291748046875, "end": 12.709291748046875 }, { "word": "calling ", "start": 12.709291748046875, "end": 12.953291748046874 }, { "word": "to ", "start": 12.953291748046874, "end": 13.278291748046875 }, { "word": "let ", "start": 13.278291748046875, "end": 13.371291748046875 }, { "word": "you ", "start": 13.371291748046875, "end": 13.534291748046876 }, { "word": "know ", "start": 13.534291748046876, "end": 13.673291748046875 }, { "word": "that ", "start": 13.673291748046875, "end": 13.940291748046874 }, { "word": "we ", "start": 13.940291748046874, "end": 14.102291748046875 }, { "word": "need ", "start": 14.102291748046875, "end": 14.219291748046874 }, { "word": "to ", "start": 14.219291748046874, "end": 14.404291748046875 }, { "word": "reschedule ", "start": 14.404291748046875, "end": 14.509291748046875 }, { "word": "your ", "start": 14.509291748046875, "end": 15.171291748046874 }, { "word": "regular ", "start": 15.171291748046874, "end": 15.368291748046875 }, { "word": "teeth ", "start": 15.368291748046875, "end": 15.809291748046874 }, { "word": "cleaning ", "start": 15.809291748046874, "end": 16.076291748046874 }, { "word": "appointment ", "start": 16.076291748046874, "end": 16.401291748046877 }, { "word": "originally ", "start": 16.401291748046877, "end": 16.877291748046876 }, { "word": "set ", "start": 16.877291748046876, "end": 17.446291748046875 }, { "word": "for ", "start": 17.446291748046875, "end": 17.702291748046875 }, { "word": "April ", "start": 17.702291748046875, "end": 17.864291748046874 }, { "word": "4th ", "start": 17.864291748046874, "end": 18.166291748046874 }, { "word": "at ", "start": 18.166291748046874, "end": 18.537291748046876 }, { "word": "10am ", "start": 18.537291748046876, "end": 18.688291748046876 }, { "word": "due ", "start": 18.688291748046876, "end": 19.002291748046876 }, { "word": "to ", "start": 19.002291748046876, "end": 19.362291748046875 }, { "word": "a ", "start": 19.362291748046875, "end": 19.513291748046875 }, { "word": "scheduling ", "start": 19.513291748046875, "end": 19.629291748046874 }, { "word": "conflict ", "start": 19.629291748046874, "end": 19.698291748046874 }, { "word": "with ", "start": 19.698291748046874, "end": 20.267291748046876 }, { "word": "Dr. ", "start": 20.267291748046876, "end": 20.732291748046876 }, { "word": "Lee.", "start": 20.732291748046876, "end": 20.883291748046876 }, { "word": " Is ", "start": 21.648458251953127, "end": 21.694458251953126 }, { "word": "it ", "start": 21.694458251953126, "end": 21.927458251953126 }, { "word": "okay ", "start": 21.927458251953126, "end": 22.054458251953125 }, { "word": "if ", "start": 22.054458251953125, "end": 22.484458251953125 }, { "word": "we ", "start": 22.484458251953125, "end": 22.612458251953125 }, { "word": "reschedule ", "start": 22.612458251953125, "end": 22.763458251953125 }, { "word": "it?", "start": 22.763458251953125, "end": 23.343458251953123 } ], "metadata": { "response_id": 2 } }, { "role": "user", "content": "Sure.", "words": [ { "word": "Sure.", "start": 25.899001, "end": 26.378999999999998 } ] }, { "role": "agent", "content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.", "words": [ { "word": "Perfect!", "start": 28.152, "end": 28.814 }, { "word": " Could ", "start": 28.813291748046876, "end": 28.859291748046875 }, { "word": "you ", "start": 28.859291748046875, "end": 29.034291748046876 }, { "word": "let ", "start": 29.034291748046876, "end": 29.150291748046875 }, { "word": "me ", "start": 29.150291748046875, "end": 29.266291748046875 }, { "word": "know ", "start": 29.266291748046875, "end": 29.359291748046875 }, { "word": "a ", "start": 29.359291748046875, "end": 29.510291748046875 }, { "word": "range ", "start": 29.510291748046875, "end": 29.579291748046874 }, { "word": "of ", "start": 29.579291748046874, "end": 29.777291748046874 }, { "word": "dates ", "start": 29.777291748046874, "end": 29.870291748046874 }, { "word": "and ", "start": 29.870291748046874, "end": 30.102291748046873 }, { "word": "times ", "start": 30.102291748046873, "end": 30.218291748046877 }, { "word": "that ", "start": 30.218291748046877, "end": 30.659291748046876 }, { "word": "would ", "start": 30.659291748046876, "end": 30.810291748046875 }, { "word": "work ", "start": 30.810291748046875, "end": 30.972291748046874 }, { "word": "for ", "start": 30.972291748046874, "end": 31.158291748046874 }, { "word": "you?", "start": 31.158291748046874, "end": 31.274291748046874 }, { "word": " I'll ", "start": 31.73825, "end": 31.75025 }, { "word": "check ", "start": 31.75025, "end": 31.95925 }, { "word": "our ", "start": 31.95925, "end": 32.17925 }, { "word": "availability ", "start": 32.17925, "end": 32.29525 }, { "word": "and ", "start": 32.29525, "end": 33.00325 }, { "word": "find ", "start": 33.00325, "end": 33.17825 }, { "word": "a ", "start": 33.17825, "end": 33.43325 }, { "word": "suitable ", "start": 33.43325, "end": 33.51425 }, { "word": "slot.", "start": 33.51425, "end": 33.93225 } ], "metadata": { "response_id": 3 } } ], "transcript_with_tool_calls": [ { "role": "user", "content": "Alright.", "words": [ { "word": "Alright.", "start": 0.41899998, "end": 0.919 } ] }, { "role": "agent", "content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?", "words": [ { "word": "Hi ", "start": 2.215, "end": 2.424 }, { "word": "there!", "start": 2.424, "end": 2.911 }, { "word": " This ", "start": 2.910708251953125, "end": 2.945708251953125 }, { "word": "is ", "start": 2.945708251953125, "end": 3.235708251953125 }, { "word": "Kate ", "start": 3.235708251953125, "end": 3.398708251953125 }, { "word": "calling ", "start": 3.398708251953125, "end": 3.734708251953125 }, { "word": "from ", "start": 3.734708251953125, "end": 4.048708251953125 }, { "word": "South ", "start": 4.048708251953125, "end": 4.245708251953125 }, { "word": "Bay ", "start": 4.245708251953125, "end": 4.489708251953125 }, { "word": "Dental.", "start": 4.489708251953125, "end": 4.686708251953125 }, { "word": " Am ", "start": 5.278375, "end": 5.324375 }, { "word": "I ", "start": 5.324375, "end": 5.510375 }, { "word": "speaking ", "start": 5.510375, "end": 5.591375 }, { "word": "with ", "start": 5.591375, "end": 5.951375 }, { "word": "Cindy?", "start": 5.951375, "end": 6.126375 } ], "metadata": { "response_id": 1 } }, { "role": "user", "content": "Yes.", "words": [ { "word": "Yes.", "start": 8.099, "end": 8.519 } ] }, { "role": "agent", "content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?", "words": [ { "word": "Great!", "start": 12.06, "end": 12.687 }, { "word": " I'm ", "start": 12.686291748046875, "end": 12.709291748046875 }, { "word": "calling ", "start": 12.709291748046875, "end": 12.953291748046874 }, { "word": "to ", "start": 12.953291748046874, "end": 13.278291748046875 }, { "word": "let ", "start": 13.278291748046875, "end": 13.371291748046875 }, { "word": "you ", "start": 13.371291748046875, "end": 13.534291748046876 }, { "word": "know ", "start": 13.534291748046876, "end": 13.673291748046875 }, { "word": "that ", "start": 13.673291748046875, "end": 13.940291748046874 }, { "word": "we ", "start": 13.940291748046874, "end": 14.102291748046875 }, { "word": "need ", "start": 14.102291748046875, "end": 14.219291748046874 }, { "word": "to ", "start": 14.219291748046874, "end": 14.404291748046875 }, { "word": "reschedule ", "start": 14.404291748046875, "end": 14.509291748046875 }, { "word": "your ", "start": 14.509291748046875, "end": 15.171291748046874 }, { "word": "regular ", "start": 15.171291748046874, "end": 15.368291748046875 }, { "word": "teeth ", "start": 15.368291748046875, "end": 15.809291748046874 }, { "word": "cleaning ", "start": 15.809291748046874, "end": 16.076291748046874 }, { "word": "appointment ", "start": 16.076291748046874, "end": 16.401291748046877 }, { "word": "originally ", "start": 16.401291748046877, "end": 16.877291748046876 }, { "word": "set ", "start": 16.877291748046876, "end": 17.446291748046875 }, { "word": "for ", "start": 17.446291748046875, "end": 17.702291748046875 }, { "word": "April ", "start": 17.702291748046875, "end": 17.864291748046874 }, { "word": "4th ", "start": 17.864291748046874, "end": 18.166291748046874 }, { "word": "at ", "start": 18.166291748046874, "end": 18.537291748046876 }, { "word": "10am ", "start": 18.537291748046876, "end": 18.688291748046876 }, { "word": "due ", "start": 18.688291748046876, "end": 19.002291748046876 }, { "word": "to ", "start": 19.002291748046876, "end": 19.362291748046875 }, { "word": "a ", "start": 19.362291748046875, "end": 19.513291748046875 }, { "word": "scheduling ", "start": 19.513291748046875, "end": 19.629291748046874 }, { "word": "conflict ", "start": 19.629291748046874, "end": 19.698291748046874 }, { "word": "with ", "start": 19.698291748046874, "end": 20.267291748046876 }, { "word": "Dr. ", "start": 20.267291748046876, "end": 20.732291748046876 }, { "word": "Lee.", "start": 20.732291748046876, "end": 20.883291748046876 }, { "word": " Is ", "start": 21.648458251953127, "end": 21.694458251953126 }, { "word": "it ", "start": 21.694458251953126, "end": 21.927458251953126 }, { "word": "okay ", "start": 21.927458251953126, "end": 22.054458251953125 }, { "word": "if ", "start": 22.054458251953125, "end": 22.484458251953125 }, { "word": "we ", "start": 22.484458251953125, "end": 22.612458251953125 }, { "word": "reschedule ", "start": 22.612458251953125, "end": 22.763458251953125 }, { "word": "it?", "start": 22.763458251953125, "end": 23.343458251953123 } ], "metadata": { "response_id": 2 } }, { "role": "user", "content": "Sure.", "words": [ { "word": "Sure.", "start": 25.899001, "end": 26.378999999999998 } ] }, { "role": "tool_call_invocation", "tool_call_id": "8c7fe373549b9e89", "name": "transition_to_reschedule_appointment", "arguments": "{}" }, { "role": "agent", "content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.", "words": [ { "word": "Perfect!", "start": 28.152, "end": 28.814 }, { "word": " Could ", "start": 28.813291748046876, "end": 28.859291748046875 }, { "word": "you ", "start": 28.859291748046875, "end": 29.034291748046876 }, { "word": "let ", "start": 29.034291748046876, "end": 29.150291748046875 }, { "word": "me ", "start": 29.150291748046875, "end": 29.266291748046875 }, { "word": "know ", "start": 29.266291748046875, "end": 29.359291748046875 }, { "word": "a ", "start": 29.359291748046875, "end": 29.510291748046875 }, { "word": "range ", "start": 29.510291748046875, "end": 29.579291748046874 }, { "word": "of ", "start": 29.579291748046874, "end": 29.777291748046874 }, { "word": "dates ", "start": 29.777291748046874, "end": 29.870291748046874 }, { "word": "and ", "start": 29.870291748046874, "end": 30.102291748046873 }, { "word": "times ", "start": 30.102291748046873, "end": 30.218291748046877 }, { "word": "that ", "start": 30.218291748046877, "end": 30.659291748046876 }, { "word": "would ", "start": 30.659291748046876, "end": 30.810291748046875 }, { "word": "work ", "start": 30.810291748046875, "end": 30.972291748046874 }, { "word": "for ", "start": 30.972291748046874, "end": 31.158291748046874 }, { "word": "you?", "start": 31.158291748046874, "end": 31.274291748046874 }, { "word": " I'll ", "start": 31.73825, "end": 31.75025 }, { "word": "check ", "start": 31.75025, "end": 31.95925 }, { "word": "our ", "start": 31.95925, "end": 32.17925 }, { "word": "availability ", "start": 32.17925, "end": 32.29525 }, { "word": "and ", "start": 32.29525, "end": 33.00325 }, { "word": "find ", "start": 33.00325, "end": 33.17825 }, { "word": "a ", "start": 33.17825, "end": 33.43325 }, { "word": "suitable ", "start": 33.43325, "end": 33.51425 }, { "word": "slot.", "start": 33.51425, "end": 33.93225 } ], "metadata": { "response_id": 3 } } ], "recording_url": "https://example.com/audio/recording.wav", "public_log_url": "https://example.com/audio/recording.wav", "disconnection_reason": "user_hangup", "llm_latency": { "p50": 694, "p90": 1101.1999999999998, "p95": 1152.1, "p99": 1192.82, "max": 1203, "min": 659, "num": 3 }, "llm_websocket_network_rtt_latency": { "num": 0 }, "e2e_latency": { "p50": 1692, "p90": 3078.3999999999996, "p95": 3251.7, "p99": 3390.34, "max": 3425, "min": 1123, "num": 3 }, "cost_metadata": { "llm_model": "gpt-4o", "voice_provider": "elevenlabs" }, "call_cost": { "product_costs": [ { "product": "retell_platform", "unit_price": 0, "cost": 0 }, { "product": "elevenlabs_tts", "unit_price": 0.1166667, "cost": 4.55 }, { "product": "gpt_4o", "unit_price": 0.0833333, "cost": 3.25 } ], "total_duration_unit_price": 0.2, "total_duration_seconds": 39, "total_one_time_price": 0, "combined_cost": 7.8 }, "call_analysis": { "call_summary": "The agent, Kate from South Bay Dental, called to inform the user, Cindy,...", "in_voicemail": false, "user_sentiment": "Positive", "call_successful": false, "custom_analysis_data": {}, "agent_task_completion_rating": "Incomplete", "call_completion_rating": "Incomplete" }, "opt_out_sensitive_data_storage": false, "call_type": "web_call", "access_token": "string" }, "data": { "call_id": "call_69663cf09c68d7f13e65fc1b917", "agent_id": "agent_0df3da7b7823f0a6bda8fd6cb7", "audio_websocket_protocol": "web", "audio_encoding": "s16le", "sample_rate": 48000, "call_status": "ended", "start_timestamp": 1731073731985, "end_timestamp": 1731073771069, "transcript": "User: Alright.\nAgent: Hi there! This is Kate calling from South Bay Dental...", "transcript_object": [ { "role": "user", "content": "Alright.", "words": [ { "word": "Alright.", "start": 0.41899998, "end": 0.919 } ] }, { "role": "agent", "content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?", "words": [ { "word": "Hi ", "start": 2.215, "end": 2.424 }, { "word": "there!", "start": 2.424, "end": 2.911 }, { "word": " This ", "start": 2.910708251953125, "end": 2.945708251953125 }, { "word": "is ", "start": 2.945708251953125, "end": 3.235708251953125 }, { "word": "Kate ", "start": 3.235708251953125, "end": 3.398708251953125 }, { "word": "calling ", "start": 3.398708251953125, "end": 3.734708251953125 }, { "word": "from ", "start": 3.734708251953125, "end": 4.048708251953125 }, { "word": "South ", "start": 4.048708251953125, "end": 4.245708251953125 }, { "word": "Bay ", "start": 4.245708251953125, "end": 4.489708251953125 }, { "word": "Dental.", "start": 4.489708251953125, "end": 4.686708251953125 }, { "word": " Am ", "start": 5.278375, "end": 5.324375 }, { "word": "I ", "start": 5.324375, "end": 5.510375 }, { "word": "speaking ", "start": 5.510375, "end": 5.591375 }, { "word": "with ", "start": 5.591375, "end": 5.951375 }, { "word": "Cindy?", "start": 5.951375, "end": 6.126375 } ], "metadata": { "response_id": 1 } }, { "role": "user", "content": "Yes.", "words": [ { "word": "Yes.", "start": 8.099, "end": 8.519 } ] }, { "role": "agent", "content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?", "words": [ { "word": "Great!", "start": 12.06, "end": 12.687 }, { "word": " I'm ", "start": 12.686291748046875, "end": 12.709291748046875 }, { "word": "calling ", "start": 12.709291748046875, "end": 12.953291748046874 }, { "word": "to ", "start": 12.953291748046874, "end": 13.278291748046875 }, { "word": "let ", "start": 13.278291748046875, "end": 13.371291748046875 }, { "word": "you ", "start": 13.371291748046875, "end": 13.534291748046876 }, { "word": "know ", "start": 13.534291748046876, "end": 13.673291748046875 }, { "word": "that ", "start": 13.673291748046875, "end": 13.940291748046874 }, { "word": "we ", "start": 13.940291748046874, "end": 14.102291748046875 }, { "word": "need ", "start": 14.102291748046875, "end": 14.219291748046874 }, { "word": "to ", "start": 14.219291748046874, "end": 14.404291748046875 }, { "word": "reschedule ", "start": 14.404291748046875, "end": 14.509291748046875 }, { "word": "your ", "start": 14.509291748046875, "end": 15.171291748046874 }, { "word": "regular ", "start": 15.171291748046874, "end": 15.368291748046875 }, { "word": "teeth ", "start": 15.368291748046875, "end": 15.809291748046874 }, { "word": "cleaning ", "start": 15.809291748046874, "end": 16.076291748046874 }, { "word": "appointment ", "start": 16.076291748046874, "end": 16.401291748046877 }, { "word": "originally ", "start": 16.401291748046877, "end": 16.877291748046876 }, { "word": "set ", "start": 16.877291748046876, "end": 17.446291748046875 }, { "word": "for ", "start": 17.446291748046875, "end": 17.702291748046875 }, { "word": "April ", "start": 17.702291748046875, "end": 17.864291748046874 }, { "word": "4th ", "start": 17.864291748046874, "end": 18.166291748046874 }, { "word": "at ", "start": 18.166291748046874, "end": 18.537291748046876 }, { "word": "10am ", "start": 18.537291748046876, "end": 18.688291748046876 }, { "word": "due ", "start": 18.688291748046876, "end": 19.002291748046876 }, { "word": "to ", "start": 19.002291748046876, "end": 19.362291748046875 }, { "word": "a ", "start": 19.362291748046875, "end": 19.513291748046875 }, { "word": "scheduling ", "start": 19.513291748046875, "end": 19.629291748046874 }, { "word": "conflict ", "start": 19.629291748046874, "end": 19.698291748046874 }, { "word": "with ", "start": 19.698291748046874, "end": 20.267291748046876 }, { "word": "Dr. ", "start": 20.267291748046876, "end": 20.732291748046876 }, { "word": "Lee.", "start": 20.732291748046876, "end": 20.883291748046876 }, { "word": " Is ", "start": 21.648458251953127, "end": 21.694458251953126 }, { "word": "it ", "start": 21.694458251953126, "end": 21.927458251953126 }, { "word": "okay ", "start": 21.927458251953126, "end": 22.054458251953125 }, { "word": "if ", "start": 22.054458251953125, "end": 22.484458251953125 }, { "word": "we ", "start": 22.484458251953125, "end": 22.612458251953125 }, { "word": "reschedule ", "start": 22.612458251953125, "end": 22.763458251953125 }, { "word": "it?", "start": 22.763458251953125, "end": 23.343458251953123 } ], "metadata": { "response_id": 2 } }, { "role": "user", "content": "Sure.", "words": [ { "word": "Sure.", "start": 25.899001, "end": 26.378999999999998 } ] }, { "role": "agent", "content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.", "words": [ { "word": "Perfect!", "start": 28.152, "end": 28.814 }, { "word": " Could ", "start": 28.813291748046876, "end": 28.859291748046875 }, { "word": "you ", "start": 28.859291748046875, "end": 29.034291748046876 }, { "word": "let ", "start": 29.034291748046876, "end": 29.150291748046875 }, { "word": "me ", "start": 29.150291748046875, "end": 29.266291748046875 }, { "word": "know ", "start": 29.266291748046875, "end": 29.359291748046875 }, { "word": "a ", "start": 29.359291748046875, "end": 29.510291748046875 }, { "word": "range ", "start": 29.510291748046875, "end": 29.579291748046874 }, { "word": "of ", "start": 29.579291748046874, "end": 29.777291748046874 }, { "word": "dates ", "start": 29.777291748046874, "end": 29.870291748046874 }, { "word": "and ", "start": 29.870291748046874, "end": 30.102291748046873 }, { "word": "times ", "start": 30.102291748046873, "end": 30.218291748046877 }, { "word": "that ", "start": 30.218291748046877, "end": 30.659291748046876 }, { "word": "would ", "start": 30.659291748046876, "end": 30.810291748046875 }, { "word": "work ", "start": 30.810291748046875, "end": 30.972291748046874 }, { "word": "for ", "start": 30.972291748046874, "end": 31.158291748046874 }, { "word": "you?", "start": 31.158291748046874, "end": 31.274291748046874 }, { "word": " I'll ", "start": 31.73825, "end": 31.75025 }, { "word": "check ", "start": 31.75025, "end": 31.95925 }, { "word": "our ", "start": 31.95925, "end": 32.17925 }, { "word": "availability ", "start": 32.17925, "end": 32.29525 }, { "word": "and ", "start": 32.29525, "end": 33.00325 }, { "word": "find ", "start": 33.00325, "end": 33.17825 }, { "word": "a ", "start": 33.17825, "end": 33.43325 }, { "word": "suitable ", "start": 33.43325, "end": 33.51425 }, { "word": "slot.", "start": 33.51425, "end": 33.93225 } ], "metadata": { "response_id": 3 } } ], "transcript_with_tool_calls": [ { "role": "user", "content": "Alright.", "words": [ { "word": "Alright.", "start": 0.41899998, "end": 0.919 } ] }, { "role": "agent", "content": "Hi there! This is Kate calling from South Bay Dental. Am I speaking with Cindy?", "words": [ { "word": "Hi ", "start": 2.215, "end": 2.424 }, { "word": "there!", "start": 2.424, "end": 2.911 }, { "word": " This ", "start": 2.910708251953125, "end": 2.945708251953125 }, { "word": "is ", "start": 2.945708251953125, "end": 3.235708251953125 }, { "word": "Kate ", "start": 3.235708251953125, "end": 3.398708251953125 }, { "word": "calling ", "start": 3.398708251953125, "end": 3.734708251953125 }, { "word": "from ", "start": 3.734708251953125, "end": 4.048708251953125 }, { "word": "South ", "start": 4.048708251953125, "end": 4.245708251953125 }, { "word": "Bay ", "start": 4.245708251953125, "end": 4.489708251953125 }, { "word": "Dental.", "start": 4.489708251953125, "end": 4.686708251953125 }, { "word": " Am ", "start": 5.278375, "end": 5.324375 }, { "word": "I ", "start": 5.324375, "end": 5.510375 }, { "word": "speaking ", "start": 5.510375, "end": 5.591375 }, { "word": "with ", "start": 5.591375, "end": 5.951375 }, { "word": "Cindy?", "start": 5.951375, "end": 6.126375 } ], "metadata": { "response_id": 1 } }, { "role": "user", "content": "Yes.", "words": [ { "word": "Yes.", "start": 8.099, "end": 8.519 } ] }, { "role": "agent", "content": "Great! I'm calling to let you know that we need to reschedule your regular teeth cleaning appointment originally set for April 4th at 10am due to a scheduling conflict with Dr. Lee. Is it okay if we reschedule it?", "words": [ { "word": "Great!", "start": 12.06, "end": 12.687 }, { "word": " I'm ", "start": 12.686291748046875, "end": 12.709291748046875 }, { "word": "calling ", "start": 12.709291748046875, "end": 12.953291748046874 }, { "word": "to ", "start": 12.953291748046874, "end": 13.278291748046875 }, { "word": "let ", "start": 13.278291748046875, "end": 13.371291748046875 }, { "word": "you ", "start": 13.371291748046875, "end": 13.534291748046876 }, { "word": "know ", "start": 13.534291748046876, "end": 13.673291748046875 }, { "word": "that ", "start": 13.673291748046875, "end": 13.940291748046874 }, { "word": "we ", "start": 13.940291748046874, "end": 14.102291748046875 }, { "word": "need ", "start": 14.102291748046875, "end": 14.219291748046874 }, { "word": "to ", "start": 14.219291748046874, "end": 14.404291748046875 }, { "word": "reschedule ", "start": 14.404291748046875, "end": 14.509291748046875 }, { "word": "your ", "start": 14.509291748046875, "end": 15.171291748046874 }, { "word": "regular ", "start": 15.171291748046874, "end": 15.368291748046875 }, { "word": "teeth ", "start": 15.368291748046875, "end": 15.809291748046874 }, { "word": "cleaning ", "start": 15.809291748046874, "end": 16.076291748046874 }, { "word": "appointment ", "start": 16.076291748046874, "end": 16.401291748046877 }, { "word": "originally ", "start": 16.401291748046877, "end": 16.877291748046876 }, { "word": "set ", "start": 16.877291748046876, "end": 17.446291748046875 }, { "word": "for ", "start": 17.446291748046875, "end": 17.702291748046875 }, { "word": "April ", "start": 17.702291748046875, "end": 17.864291748046874 }, { "word": "4th ", "start": 17.864291748046874, "end": 18.166291748046874 }, { "word": "at ", "start": 18.166291748046874, "end": 18.537291748046876 }, { "word": "10am ", "start": 18.537291748046876, "end": 18.688291748046876 }, { "word": "due ", "start": 18.688291748046876, "end": 19.002291748046876 }, { "word": "to ", "start": 19.002291748046876, "end": 19.362291748046875 }, { "word": "a ", "start": 19.362291748046875, "end": 19.513291748046875 }, { "word": "scheduling ", "start": 19.513291748046875, "end": 19.629291748046874 }, { "word": "conflict ", "start": 19.629291748046874, "end": 19.698291748046874 }, { "word": "with ", "start": 19.698291748046874, "end": 20.267291748046876 }, { "word": "Dr. ", "start": 20.267291748046876, "end": 20.732291748046876 }, { "word": "Lee.", "start": 20.732291748046876, "end": 20.883291748046876 }, { "word": " Is ", "start": 21.648458251953127, "end": 21.694458251953126 }, { "word": "it ", "start": 21.694458251953126, "end": 21.927458251953126 }, { "word": "okay ", "start": 21.927458251953126, "end": 22.054458251953125 }, { "word": "if ", "start": 22.054458251953125, "end": 22.484458251953125 }, { "word": "we ", "start": 22.484458251953125, "end": 22.612458251953125 }, { "word": "reschedule ", "start": 22.612458251953125, "end": 22.763458251953125 }, { "word": "it?", "start": 22.763458251953125, "end": 23.343458251953123 } ], "metadata": { "response_id": 2 } }, { "role": "user", "content": "Sure.", "words": [ { "word": "Sure.", "start": 25.899001, "end": 26.378999999999998 } ] }, { "role": "tool_call_invocation", "tool_call_id": "8c7fe373549b9e89", "name": "transition_to_reschedule_appointment", "arguments": "{}" }, { "role": "agent", "content": "Perfect! Could you let me know a range of dates and times that would work for you? I'll check our availability and find a suitable slot.", "words": [ { "word": "Perfect!", "start": 28.152, "end": 28.814 }, { "word": " Could ", "start": 28.813291748046876, "end": 28.859291748046875 }, { "word": "you ", "start": 28.859291748046875, "end": 29.034291748046876 }, { "word": "let ", "start": 29.034291748046876, "end": 29.150291748046875 }, { "word": "me ", "start": 29.150291748046875, "end": 29.266291748046875 }, { "word": "know ", "start": 29.266291748046875, "end": 29.359291748046875 }, { "word": "a ", "start": 29.359291748046875, "end": 29.510291748046875 }, { "word": "range ", "start": 29.510291748046875, "end": 29.579291748046874 }, { "word": "of ", "start": 29.579291748046874, "end": 29.777291748046874 }, { "word": "dates ", "start": 29.777291748046874, "end": 29.870291748046874 }, { "word": "and ", "start": 29.870291748046874, "end": 30.102291748046873 }, { "word": "times ", "start": 30.102291748046873, "end": 30.218291748046877 }, { "word": "that ", "start": 30.218291748046877, "end": 30.659291748046876 }, { "word": "would ", "start": 30.659291748046876, "end": 30.810291748046875 }, { "word": "work ", "start": 30.810291748046875, "end": 30.972291748046874 }, { "word": "for ", "start": 30.972291748046874, "end": 31.158291748046874 }, { "word": "you?", "start": 31.158291748046874, "end": 31.274291748046874 }, { "word": " I'll ", "start": 31.73825, "end": 31.75025 }, { "word": "check ", "start": 31.75025, "end": 31.95925 }, { "word": "our ", "start": 31.95925, "end": 32.17925 }, { "word": "availability ", "start": 32.17925, "end": 32.29525 }, { "word": "and ", "start": 32.29525, "end": 33.00325 }, { "word": "find ", "start": 33.00325, "end": 33.17825 }, { "word": "a ", "start": 33.17825, "end": 33.43325 }, { "word": "suitable ", "start": 33.43325, "end": 33.51425 }, { "word": "slot.", "start": 33.51425, "end": 33.93225 } ], "metadata": { "response_id": 3 } } ], "recording_url": "https://dxc03zgurdly9.cloudfront.net/call_69663cf09c68d7f13e65fc1b917/recording.wav", "public_log_url": "https://dxc03zgurdly9.cloudfront.net/call_69663cf09c68d7f13e65fc1b917/public.log", "disconnection_reason": "user_hangup", "llm_latency": { "p50": 694, "p90": 1101.1999999999998, "p95": 1152.1, "p99": 1192.82, "max": 1203, "min": 659, "num": 3 }, "llm_websocket_network_rtt_latency": { "num": 0 }, "e2e_latency": { "p50": 1692, "p90": 3078.3999999999996, "p95": 3251.7, "p99": 3390.34, "max": 3425, "min": 1123, "num": 3, "values": [ 1123, 3425, 1692 ] }, "cost_metadata": { "llm_model": "gpt-4o", "voice_provider": "elevenlabs" }, "call_cost": { "product_costs": [ { "product": "retell_platform", "unit_price": 0, "cost": 0 }, { "product": "elevenlabs_tts", "unit_price": 0.1166667, "cost": 4.55 }, { "product": "gpt_4o", "unit_price": 0.0833333, "cost": 3.25 } ], "total_duration_unit_price": 0.2, "total_duration_seconds": 39, "total_one_time_price": 0, "combined_cost": 7.8 }, "call_analysis": { "call_summary": "The agent, Kate from South Bay Dental, called to inform the user, Cindy,..", "in_voicemail": false, "user_sentiment": "Positive", "call_successful": false, "custom_analysis_data": {}, "agent_task_completion_rating": "Incomplete", "call_completion_rating": "Incomplete" }, "opt_out_sensitive_data_storage": false } } ```