This page shows the different transcript formats supported when sending calls
to the observe API
endpoint.In the Cekura Format,
start_time and end_time are seconds relative to
the call’s start. Other provider formats below use their own timestamp fields
and units. The custom integration webhook
has a separate payload format: its message start_time and end_time use
milliseconds since the Unix epoch.[
{
"role": "Testing Agent",
"content": "Hello.",
"end_time": 1.9399999,
"start_time": 1.4399999
},
{
"role": "Main Agent",
"content": "Hello. I want to book appointment today. My name is John.",
"end_time": 7.539999511718751,
"start_time": 3.1
},
{
"role": "Testing Agent",
"content": "Well, I mean, sure. What time exactly are we talking about here",
"end_time": 15.71,
"start_time": 12.01
},
{
"role": "Main Agent",
"content": "6 PM.",
"end_time": 18.269999,
"start_time": 17.609999
},
{
"role": "Testing Agent",
"content": "Great. I'll book that for you. Just a sec.",
"end_time": 21.45,
"start_time": 19.16
},
{
"role": "Main Agent",
"content": "Okay.",
"end_time": 23.25,
"start_time": 22.75
},
{
"data": {
"id": "call_5otWH44dxeXEHY8RlhYYaFbV",
"name": "bookUserAppointment",
"arguments": "{\"name\": \"John\", \"datetime\": \"2024-10-17T18:00:00\"}"
},
"role": "Function Call",
"content": "",
"end_time": 23.164,
"start_time": 23.164
},
{
"data": {
"id": "call_5otWH44dxeXEHY8RlhYYaFbV",
"name": "bookUserAppointment",
"result": "No result returned."
},
"role": "Function Call Result",
"end_time": 24.6,
"start_time": 24.6
},
{
"role": "Testing Agent",
"content": "1 moment.",
"end_time": 25.92,
"start_time": 25.1
},
{
"role": "Main Agent",
"content": "Yes. Yes.",
"end_time": 27.979999999999997,
"start_time": 27.08
},
{
"role": "Testing Agent",
"content": "Appointment booked for 6 PM today.",
"end_time": 29.5,
"start_time": 27.08
},
{
"role": "Main Agent",
"content": "Oh, okay. Bye.",
"end_time": 31.72,
"start_time": 30.64
},
{
"role": "Testing Agent",
"content": "Bye.",
"end_time": 33.6,
"start_time": 33.1
}
]
[
{
"role": "user",
"message": "Hello. This is John 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. Uh, just before we begin, I'm gonna tell you that this call is gonna be recorded for training and monitoring purposes. Hello. So can you please confirm your name and email address for me?",
"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": "3753 Conifer Drive",
"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_8VwgRTTlD2084TgFhoIFScCy",
"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"
}
]
[
{
"role": "user",
"content": "Hello.",
"words": [
{
"word": "Hello.",
"start": 0.0,
"end": 0.5
}
]
},
{
"role": "agent",
"content": "Hello! How can I assist you today?",
"words": [
{
"word": "Hello!",
"start": 1.0,
"end": 1.5
},
{
"word": " How ",
"start": 1.5,
"end": 1.7
},
{
"word": "can ",
"start": 1.7,
"end": 1.9
},
{
"word": "I ",
"start": 1.9,
"end": 2.0
},
{
"word": "assist ",
"start": 2.0,
"end": 2.3
},
{
"word": "you ",
"start": 2.3,
"end": 2.5
},
{
"word": "today?",
"start": 2.5,
"end": 2.8
}
]
},
{
"role": "user",
"content": "I want to book appointment. My name is John, and I want to book at 7 PM.",
"words": [
{
"word": "I ",
"start": 3.0,
"end": 3.2
},
{
"word": "want ",
"start": 3.2,
"end": 3.4
},
{
"word": "to ",
"start": 3.4,
"end": 3.5
},
{
"word": "book ",
"start": 3.5,
"end": 3.8
},
{
"word": "appointment. ",
"start": 3.8,
"end": 4.3
},
{
"word": "My ",
"start": 4.3,
"end": 4.5
},
{
"word": "name ",
"start": 4.5,
"end": 4.7
},
{
"word": "is ",
"start": 4.7,
"end": 4.8
},
{
"word": "John, ",
"start": 4.8,
"end": 5.1
},
{
"word": "and ",
"start": 5.1,
"end": 5.3
},
{
"word": "I ",
"start": 5.3,
"end": 5.4
},
{
"word": "want ",
"start": 5.4,
"end": 5.6
},
{
"word": "to ",
"start": 5.6,
"end": 5.7
},
{
"word": "book ",
"start": 5.7,
"end": 5.9
},
{
"word": "at ",
"start": 5.9,
"end": 6.0
},
{
"word": "7 ",
"start": 6.0,
"end": 6.2
},
{
"word": "PM.",
"start": 6.2,
"end": 6.5
}
]
},
{
"role": "agent",
"content": "Could you please confirm the date for the appointment?",
"words": [
{
"word": "Could ",
"start": 7.0,
"end": 7.2
},
{
"word": "you ",
"start": 7.2,
"end": 7.4
},
{
"word": "please ",
"start": 7.4,
"end": 7.7
},
{
"word": "confirm ",
"start": 7.7,
"end": 8.0
},
{
"word": "the ",
"start": 8.0,
"end": 8.1
},
{
"word": "date ",
"start": 8.1,
"end": 8.4
},
{
"word": "for ",
"start": 8.4,
"end": 8.5
},
{
"word": "the ",
"start": 8.5,
"end": 8.6
},
{
"word": "appointment?",
"start": 8.6,
"end": 9.0
}
]
},
{
"role": "user",
"content": "Today.",
"words": [
{
"word": "Today.",
"start": 9.5,
"end": 10.0
}
]
},
{
"role": "tool_call_invocation",
"tool_call_id": "f05058577a1f4ec4",
"name": "bookAppointment",
"arguments": "{\"name\":\"John\",\"datetime\":\"2023-11-01T19:00:00\"}"
},
{
"role": "tool_call_result",
"tool_call_id": "f05058577a1f4ec4",
"content": ""
},
{
"role": "agent",
"content": "Your appointment has been booked",
"words": [
{
"word": "Your ",
"start": 11.0,
"end": 11.2
},
{
"word": "appointment ",
"start": 11.2,
"end": 11.6
},
{
"word": "has ",
"start": 11.6,
"end": 11.8
},
{
"word": "been ",
"start": 11.8,
"end": 12.0
},
{
"word": "booked",
"start": 12.0,
"end": 12.3
}
]
},
{
"role": "user",
"content": "Okay then. Bye bye.",
"words": [
{
"word": "Okay ",
"start": 13.0,
"end": 13.3
},
{
"word": "then. ",
"start": 13.3,
"end": 13.6
},
{
"word": "Bye ",
"start": 13.6,
"end": 13.9
},
{
"word": "bye.",
"start": 13.9,
"end": 14.2
}
]
},
{
"role": "agent",
"content": "Goodbye! Have a great day! 😊",
"words": [
{
"word": "Goodbye!",
"start": 14.5,
"end": 15.0
},
{
"word": " Have ",
"start": 15.0,
"end": 15.2
},
{
"word": "a ",
"start": 15.2,
"end": 15.3
},
{
"word": "great ",
"start": 15.3,
"end": 15.6
},
{
"word": "day! ",
"start": 15.6,
"end": 15.9
},
{
"word": "😊",
"start": 15.9,
"end": 16.0
}
]
}
]
[
{
"word": "Hello",
"start": 0.07,
"end": 0.3888888,
"confidence": 0.98545563,
"speaker": 0,
"speaker_confidence": 0.9830952,
"punctuated_word": "Hello."
},
{
"word": "How",
"start": 0.39999998,
"end": 0.71999997,
"confidence": 0.95238054,
"speaker": 0,
"speaker_confidence": 0.9730953,
"punctuated_word": "How"
},
{
"word": "are",
"start": 0.71999997,
"end": 0.79999996,
"confidence": 0.89988324,
"speaker": 0,
"speaker_confidence": 0.9730953,
"punctuated_word": "are"
},
{
"word": "you",
"start": 0.79999997,
"end": 1.3,
"confidence": 0.9957689,
"speaker": 0,
"speaker_confidence": 0.9730953,
"punctuated_word": "you?"
}
]
[
{
"role": "agent",
"message": "Hello, How can i help you ?",
"tool_calls": [],
"tool_results": [],
"feedback": null,
"llm_override": null,
"time_in_call_secs": 0,
"conversation_turn_metrics": null,
"rag_retrieval_info": null,
"llm_usage": null,
"interrupted": false,
"original_message": null,
"source_medium": null
},
{
"role": "user",
"message": "Hello, um...",
"tool_calls": [],
"tool_results": [],
"feedback": null,
"llm_override": null,
"time_in_call_secs": 4,
"conversation_turn_metrics": null,
"rag_retrieval_info": null,
"llm_usage": null,
"interrupted": false,
"original_message": null,
"source_medium": "audio"
},
{
"role": "agent",
"message": null,
"tool_calls": [
{
"type": "system",
"request_id": "end_call_080c9d59877b4c3cbbaf1ce34f680b65",
"tool_name": "end_call",
"params_as_json": "{\"message\": \"Okay, I understand. Thanks for chatting! Take care!\", \"reason\": \"User is confused and doesn't have any specific questions or tasks.\"}",
"tool_has_been_called": true,
"tool_details": null
}
],
"tool_results": [],
"feedback": null,
"llm_override": null,
"time_in_call_secs": 110,
"conversation_turn_metrics": null,
"rag_retrieval_info": null,
"llm_usage": null,
"interrupted": false,
"original_message": null,
"source_medium": null
},
{
"role": "agent",
"message": null,
"tool_calls": [],
"tool_results": [
{
"type": "system",
"request_id": "end_call_080c9d59877b4c3cbbaf1ce34f680b65",
"tool_name": "end_call",
"result_value": "{\"status\": \"success\", \"reason\": \"User is confused and doesn't have any specific questions or tasks.\", \"message\": \"Okay, I understand. Thanks for chatting! Take care!\"}",
"is_error": false,
"tool_has_been_called": true,
"tool_latency_secs": 0.5007003899663687
}
],
"feedback": null,
"llm_override": null,
"time_in_call_secs": 110,
"conversation_turn_metrics": null,
"rag_retrieval_info": null,
"interrupted": false,
"original_message": null,
"source_medium": null
}
]
[
{
"role": "user",
"content": "Hello, I can't log into my account. Can you help?"
},
{
"role": "assistant",
"content": "Of course! Can you share the email address connected to your account so I can check?"
},
{
"role": "user",
"content": "Yes, it's john.doe@example.com."
},
{
"role": "tool_call",
"data": {
"id": "call_abc123",
"name": "checkAccountStatus",
"arguments": '{"email": "john.doe@example.com"}'
}
},
{
"role": "tool_call_result",
"data": {
"id": "call_abc123",
"name": "checkAccountStatus",
"result": '{"status": "active", "last_update": "2023-10-18T10:30:00Z"}'
}
},
{
"role": "assistant",
"content": "Thanks! Your account is active. If you forgot your password, would you like me to send a reset link?"
}
]
[
{
"role": "user",
"content": "Hello, I can't log into my account. Can you help?",
"start_time": 1.2,
"end_time": 1.8
},
{
"role": "assistant",
"content": "Of course! Can you share the email address connected to your account so I can check?",
"start_time": 1.9,
"end_time": 2.5
},
{
"role": "user",
"content": "Yes, it's john.doe@example.com.",
"start_time": 2.6,
"end_time": 3.2
},
{
"role": "tool_call",
"data": {
"id": "call_abc123",
"name": "checkAccountStatus",
"arguments": '{"email": "john.doe@example.com"}'
}
},
{
"role": "tool_call_result",
"data": {
"id": "call_abc123",
"name": "checkAccountStatus",
"result": '{"status": "active", "last_update": "2023-10-18T10:30:00Z"}'
}
},
{
"role": "assistant",
"content": "Thanks! Your account is active. If you forgot your password, would you like me to send a reset link?",
"start_time": 3.3,
"end_time": 3.8
}
]
[
{
"role": "user",
"content": "Hello, I need help with my account",
"timestamp": 0
},
{
"role": "assistant",
"content": "Hi there! I'd be happy to help with your account. What specific issue are you experiencing?",
"timestamp": 3
},
{
"role": "user",
"content": "I can't log in, it says my password is incorrect",
"timestamp": 10
},
{
"role": "assistant",
"content": "I understand how frustrating that can be. Let's reset your password. Can you confirm the email address associated with your account?",
"timestamp": 14
},
{
"role": "user",
"content": "It's john.doe@example.com",
"timestamp": 25
},
{
"role": "assistant",
"content": "Thank you. I've sent a password reset link to john.doe@example.com. Please check your email and follow the instructions to create a new password.",
"timestamp": 27
}
]