I'm using the PureCloud::SpeechTextAnalyticsApi to pull down the voice transcription for a call.
I used the conversation_id and communication_id to get the transcript_url, and then successfully made a GET request to the transcript_url and am now working with the Transcript object described here:
We want to keep a record of what was said during the call, and who said it. It looks like the "phrases" property has all the "text" values we need. My issue now is: I see the only property that helps us attribute a phrase's "text" to the person who said it, is the "participantPurpose" value (either "external" or "internal").
In the case of a phone call where the customer was transferred and spoke to multiple internal Agents, how would we go about attributing a given phrase (with participantPurpose=internal) to the correct agent?