Recording metadata

Sinch generates a call metadata file, known as a Contact Trace Record (CTR) file, in json format for recorded calls. You can use the file within a quality monitoring system for various purposes, such as linking a call to an action displayed on the screen if the screen is also recorded.

The recording metadata feature is enabled by default. When recording is activated for either a queue or an agent, a json file is generated for all queue calls, agents' outgoing calls, and campaign calls. Callback calls and campaign calls transferred to another agent are not included.

To replicate your recordings and json files to your Amazon S3 bucket, contact Sinch via a service request.

Below is an example of a queue call metadata.

{
	"Agent": {
		"Username": "sales.manager20@email.com",
		"ConnectedToAgentTimestamp": "2024-11-07T07:46:40Z",
		"AfterContactWorkStartTimestamp": "2024-11-07T07:46:47Z"
	},
	"Channel": "VOICE",
	"ContactId": "1B54DD57-DC9C-EF11-AA7E-ED0A1974A7FA",
	"CustomerEndpoint": {
		"Address": "+358407201744",
		"Type": "TELEPHONE_NUMBER"
	},
	"DisconnectTimestamp": "2024-11-07T07:46:47Z",
	"InitialContactId": null,
	"InitiationMethod": "INBOUND",
	"Recording": {
		"Location": "eu-w3-qa1/Call_Recordings/2024_11_01/07_07_46_40_SSR_Cr_13835428533607499EC80C3EEEB248D4.opus"
	},
	"SystemEndpoint": {
		"Address": "1748"
	},
	"Attributes": {
		"QueueId": "0BF6D1CA-AC57-4369-B77C-8C6449270C3A",
		"QueueName": "Sinch Phone Queue1 +358172701748",
		"QueueLanguage": "enUK"
		"CampaignId": null,
		"CampaignName": null,
		"CampaignCustomerId": null,
		"CampaignCustomerExternalId": null,
		"CampaignCallResult": null
	}
}

The following fields are updated when a call is transferred or agent makes a consultation call:

    "InitialContactId": "73653B72-9696-EF11-ABD9-0269F6CEB63F",
    "InitiationMethod": "TRANSFER",

Note that the destination needs have recording activated.

Below is an example of a campaign call metadata:

{
	"Agent": {
		"Username": "sales.manager20@email.com",
		"ConnectedToAgentTimestamp": "2024-11-07T08:31:15Z",
		"AfterContactWorkStartTimestamp": "2024-11-07T08:31:18Z"
	},
	"Channel": "VOICE",
	"ContactId": "74419963-E29C-EF11-AA7E-ED0A1974A7FA",
	"CustomerEndpoint": {
		"Address": "358401234567",
		"Type": "TELEPHONE_NUMBER"
	},
	"DisconnectTimestamp": "2024-11-07T08:31:18Z",
	"InitialContactId": null,
	"InitiationMethod": "OUTBOUND",
	"Recording": {
		"Location": "eu-w3-qa1/Call_Recordings/2024_11_01/07_08_31_16_SSR_Cr_73419963E29CEF11AA7EED0A1974A7FA.opus"
	},
	"SystemEndpoint": {
		"Address": "6606"
	},
	"Attributes": {
		"QueueId": "6C4371D6-3137-49F3-931D-A98172CAC436",
		"QueueName": "OB_Queue Dialer based_6606",
		"QueueLanguage": "EN",
		"CampaignId": "7FBFBA2F-1E57-4031-818F-D0BE32C82A01",
		"CampaignName": "25Q1_QD_PREVIEW_Mini",
		"CampaignCustomerId": "F7143EAB-25A7-4B0B-B493-578D0C347285",
		"CampaignCustomerExternalId": "9",
		"CampaignCallResult": "HANGUP"
	}
}

The metadata is not generated instantly when recording is created; the agent needs to classify the campaign call first.