We’re seeing a weird gap in our data. The conversation shows as completed in the UI, but when we hit the transcript endpoint, it comes back with an empty array. It’s not a timeout issue because the response is immediate.
We’ve tried:
- Waiting 30 minutes after the call ended (speech processing usually takes 5-10 mins)
- Checking the interaction ID against the Analytics API to confirm status is ‘completed’
- Verifying the OAuth token has the
analytics:conversation:readscope - Trying both the
conversations/voice/transcriptsandinteractionsendpoints
Here’s the call we’re making:
GET /api/v2/analytics/conversations/voice/transcripts?interactionId=xyz-123-abc&startTime=2023-10-01T00:00:00.000Z&endTime=2023-10-01T23:59:59.999Z
The response payload looks like this:
{
"entities": [],
"total": 0,
"pageSize": 25,
"pageNumber": 1
}
No errors, just empty data. The interaction exists, has voice segments, and was recorded properly. Is there a specific flag in the interaction metadata that indicates if speech analytics ran successfully? Or are we missing a required query parameter for pulling the raw text?