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Contact Lens 對話分析所分析電子郵件的範例 Contact Lens 輸出檔案 - Amazon Connect
電子郵件分析輸出檔案範例

本文為英文版的機器翻譯版本，如內容有任何歧義或不一致之處，概以英文版為準。

Contact Lens 對話分析所分析電子郵件的範例 Contact Lens 輸出檔案

本節顯示 Contact Lens 對話式分析已分析之電子郵件聯絡案例的範例結構描述。此範例顯示相符的類別和聯絡鏈摘要。

請注意下列有關電子郵件分析輸出檔案的事項：

  • Channel 欄位設定為 EMAIL。

  • Version 欄位使用 EMAIL 字首 （例如 EMAIL-2026-01-01)。

  • 電子郵件輸出檔案不包含情緒分數、情緒轉移、響度或非通話時間資料。

  • Categories 區段包含設為 EventSource的欄位OnEmailAnalysisAvailable。

  • 聯絡摘要使用 ContactChainSummary而非 PostContactSummary，因為電子郵件分析總結了完整的電子郵件執行緒 （聯絡鏈）。

  • CustomerMetadata.InputFiles 區段參考存放在 Amazon S3 中的電子郵件訊息和純文字檔案。

電子郵件分析輸出檔案範例

下列範例顯示已啟用分類、修訂和聯絡鏈摘要之電子郵件聯絡的輸出。

{
  "Version": "EMAIL-2026-01-01",
  "AccountId": "123456789012",
  "Channel": "EMAIL",
  "Configuration": {
    "ChannelConfiguration": {
      "AnalyticsModes": [
        "ContactLens"
      ]
    },
    "LanguageLocale": "en-US",
    "RedactionConfiguration": {
      "Behavior": "Enable",
      "Policy": "RedactedAndOriginal",
      "Entities": [],
      "MaskMode": "EntityType"
    },
    "SummaryConfiguration": {
      "SummaryModes": [
        "ContactChain"
      ]
    }
  },
  "CustomerMetadata": {
    "ContactId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "InstanceId": "aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee",
    "InputFiles": {
      "EmailMessageS3URI": "connect/your-instance/EmailMessages/2026/01/15/a1b2c3d4_message.json",
      "EmailMessagePlainTextS3URI": "connect/your-instance/EmailMessages/2026/01/15/a1b2c3d4_plain_text.json"
    }
  },
  "Categories": {
    "MatchedCategories": [
      "refund-request",
      "shipping-issue"
    ],
    "MatchedDetails": {
      "refund-request": {
        "PointsOfInterest": [
          {
            "Contacts": [
              {
                "ContactId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890"
              }
            ]
          }
        ],
        "EventSource": "OnEmailAnalysisAvailable"
      },
      "shipping-issue": {
        "PointsOfInterest": [],
        "EventSource": "OnEmailAnalysisAvailable"
      }
    }
  },
  "ConversationCharacteristics": {
    "ContactSummary": {
      "ContactChainSummary": {
        "Content": "The customer reported that their order arrived damaged and requested a full refund including shipping costs. The agent confirmed the refund would be processed within 3-5 business days and offered a replacement unit."
      }
    }
  },
  "JobDetails": {}
}