Add report for week 2

.gitattributes

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.gitignore

@@ -0,0 +1,167 @@
+.run
+.redis
+
+# Byte-compiled / optimized / DLL files
+__pycache__/
+*.py[cod]
+*$py.class
+
+# C extensions
+*.so
+
+# Distribution / packaging
+.Python
+build/
+develop-eggs/
+dist/
+downloads/
+eggs/
+.eggs/
+lib/
+lib64/
+parts/
+sdist/
+var/
+wheels/
+share/python-wheels/
+*.egg-info/
+.installed.cfg
+*.egg
+MANIFEST
+
+# PyInstaller
+#  Usually these files are written by a python script from a template
+#  before PyInstaller builds the exe, so as to inject date/other infos into it.
+*.manifest
+*.spec
+
+# Installer logs
+pip-log.txt
+pip-delete-this-directory.txt
+
+# Unit test / coverage reports
+htmlcov/
+.tox/
+.nox/
+.coverage
+.coverage.*
+.cache
+nosetests.xml
+coverage.xml
+*.cover
+*.py,cover
+.hypothesis/
+.pytest_cache/
+cover/
+
+# Translations
+*.mo
+*.pot
+
+# Django stuff:
+*.log
+local_settings.py
+db.sqlite3
+db.sqlite3-journal
+
+# Flask stuff:
+instance/
+.webassets-cache
+
+# Scrapy stuff:
+.scrapy
+
+# Sphinx documentation
+docs/_build/
+
+# PyBuilder
+.pybuilder/
+target/
+
+# Jupyter Notebook
+.ipynb_checkpoints
+
+# IPython
+profile_default/
+ipython_config.py
+
+# pyenv
+#   For a library or package, you might want to ignore these files since the code is
+#   intended to run in multiple environments; otherwise, check them in:
+.python-version
+
+# pipenv
+#   According to pypa/pipenv#598, it is recommended to include Pipfile.lock in version control.
+#   However, in case of collaboration, if having platform-specific dependencies or dependencies
+#   having no cross-platform support, pipenv may install dependencies that don't work, or not
+#   install all needed dependencies.
+Pipfile.lock
+
+# poetry
+#   Similar to Pipfile.lock, it is generally recommended to include poetry.lock in version control.
+#   This is especially recommended for binary packages to ensure reproducibility, and is more
+#   commonly ignored for libraries.
+#   https://python-poetry.org/docs/basic-usage/#commit-your-poetrylock-file-to-version-control
+poetry.lock
+
+# pdm
+#   Similar to Pipfile.lock, it is generally recommended to include pdm.lock in version control.
+pdm.lock
+#   pdm stores project-wide configurations in .pdm.toml, but it is recommended to not include it
+#   in version control.
+#   https://pdm.fming.dev/#use-with-ide
+.pdm.toml
+
+# PEP 582; used by e.g. github.com/David-OConnor/pyflow and github.com/pdm-project/pdm
+__pypackages__/
+
+# Celery stuff
+celerybeat-schedule
+celerybeat.pid
+
+# SageMath parsed files
+*.sage.py
+
+# Environments
+.env
+.venv
+env/
+venv/
+ENV/
+env.bak/
+venv.bak/
+
+# Spyder project settings
+.spyderproject
+.spyproject
+
+# Rope project settings
+.ropeproject
+
+# mkdocs documentation
+/site
+
+# mypy
+.mypy_cache/
+.dmypy.json
+dmypy.json
+
+# Pyre type checker
+.pyre/
+
+# pytype static type analyzer
+.pytype/
+
+# Cython debug symbols
+cython_debug/
+
+# PyCharm
+#  JetBrains specific template is maintained in a separate JetBrains.gitignore that can
+#  be found at https://github.com/github/gitignore/blob/main/Global/JetBrains.gitignore
+#  and can be added to the global gitignore or merged into this file.  For a more nuclear
+#  option (not recommended) you can uncomment the following to ignore the entire idea folder.
+.idea/
+
+
+.DS_Store
+

README.md

@@ -1,13 +1,12 @@
 ---
 title: Report Week 2
-emoji: 📚
-colorFrom: red
-colorTo: pink
+emoji: 👁
+colorFrom: gray
+colorTo: gray
 sdk: streamlit
-sdk_version: 1.32.2
+sdk_version: 1.29.0
 app_file: app.py
 pinned: false
-license: mit
 ---
 
 Check out the configuration reference at https://huggingface.co/docs/hub/spaces-config-reference

app.py

@@ -0,0 +1,160 @@
+from __future__ import annotations
+from datetime import datetime
+import pandas as pd
+import json
+from pathlib import Path
+
+from huggingface_hub import hf_hub_download, HfApi
+import streamlit as st
+
+from features import FEATURES
+from utils import check_password, process_olivia_data
+
+
+REPO_URL = "https://huggingface.co/datasets/trevolution/conversation-analytics-comments"
+api = HfApi()
+
+
+features_to_show = ['C: Missed Expectation : No Call Back/Follow Up',
+ 'C: Missed Expectation - Not Informed',
+ 'C: Missed Promises',
+ 'C: Repeat Contact - General/Other',
+ 'C: Repeat Contact - Previous Calls',
+ 'C: Repeat Information',
+ 'C: Agent Hanged Up',
+ 'C: Disputing Charge / Chargeback',
+ 'A: Transfer',
+ 'A: Transfer offer',
+ 'C: Channel Switch - Website',
+ 'C: Objection - Competitor - Switch',
+ 'C: Channel Switch - Webchat',
+ 'Escalation: External - Attorney General',
+ 'Escalation: External - BBB',
+ 'Escalation: External - Legal',
+ 'Escalation: Internal - Complaint',
+ 'Escalation: Internal - Corporate',
+ 'Escalation: Internal - Do Not Contact/Remove from list',
+ 'Escalation: Internal - Supervisor']
+
+
+style = (
+    'border: 1px solid #ccc; '
+    'padding: 10px; '
+    'border-radius: 5px; '
+    'max-height: 500px; '  # Set your desired maximum height
+    'overflow: auto;'     # Enable vertical scrollbar if content exceeds max height
+)
+
+
+def get_div(input):
+    return f'<div style="{style}"><p>{input}</p></div>'
+
+
+def main():
+
+    if not check_password():
+        st.stop()
+
+    comments_path = hf_hub_download(
+        repo_id='trevolution/conversation-analytics-comments',
+        repo_type='dataset',
+        filename='comments_report_2.json',
+        token=st.secrets['WRITE_TOKEN'],
+    )
+    with open(comments_path, 'r') as f:
+        comments = json.load(f)
+    with open('transcriptions_report_2.json', 'r') as f:
+        transcriptions = json.load(f)
+    with open('analytics_report_2.json', 'r') as f:
+        analytics = json.load(f)
+    call_ids = [_['metadata']['call_id'] for _ in transcriptions]
+    call_ids = list(set(call_ids))
+    
+    st.title('Olivia - Agent - Conversation Analytics')
+    call_id = st.selectbox(
+        'Call IDs:',
+        call_ids,
+        format_func=lambda call_id: f'{call_ids.index(call_id) + 1}: {call_id}'
+    )
+
+    if not st.session_state.get('selectbox'):
+        st.session_state['selectbox'] = call_id
+    else:
+        if call_id != st.session_state['selectbox']:
+            st.session_state['analyze_button'] = False
+            st.session_state['selectbox'] = call_id
+
+    transcription = [_ for _ in transcriptions if _['metadata']['call_id'] == call_id][0]
+    try:
+        analytics = [json.loads(_['analytics']) for _ in analytics if call_id == json.loads(_['metadata'])['call_id']][0]
+        analytics = analytics['analytics']
+        analytics = [f for f in analytics if f['name'] in features_to_show]
+    except:
+        analytics = None
+
+    st.audio(f'data/audio_report_week_2/{call_id}.ogg', format='audio/ogg')
+
+    analyze_button = st.button("Get Conversation Analytics")
+    if not st.session_state.get('analyze_button'):
+        st.session_state['analyze_button'] = analyze_button
+
+    if st.session_state['selectbox'] and st.session_state['analyze_button']:
+        with st.spinner('Loading analytics...'):
+            st.text('Analytics')
+            readable_analytics = ''
+            for i, feature in enumerate(analytics):
+                readable_analytics += f"{i+1}. {feature['name']}: {feature['response']}. Quotation: {feature['quotation']}\n\n\n"
+            st.markdown(get_div(readable_analytics), unsafe_allow_html=True)
+
+        conversation = process_olivia_data(transcription['transcription'])
+        st.text('Conversation (Olivia Speech-to-Text):')
+        st.markdown(get_div(conversation['text']), unsafe_allow_html=True)
+
+    if "saved_comments" not in st.session_state:
+        st.session_state['saved_comments'] = ""
+
+    user_comments = st.text_area(f"Comments on {call_id}", key='user_comments', height=350)
+
+    def submit():
+        st.session_state['saved_comments'] = st.session_state['user_comments']
+        st.session_state['user_comments'] = ""
+
+    button = st.button("Save comments", on_click=submit)
+    if button and st.session_state['saved_comments']:
+
+        if call_id in comments:
+            comments[call_id].append(
+                {
+                    'timestamp': datetime.now().strftime("%Y-%m-%d %H:%M:%S"),
+                    'text': st.session_state['saved_comments']
+                }
+            )
+        else:
+            comments[call_id] = [
+                {
+                    'timestamp': datetime.now().strftime("%Y-%m-%d %H:%M:%S"),
+                    'text': st.session_state['saved_comments']
+                }
+            ]
+
+        api.upload_file(
+            path_or_fileobj=json.dumps(comments).encode('utf-8'),
+            path_in_repo="comments_report_2.json",
+            repo_id="trevolution/conversation-analytics-comments",
+            repo_type="dataset",
+            token=st.secrets['WRITE_TOKEN'],
+            commit_message=f"{call_id}_{datetime.now().strftime('%Y-%m-%d')}"
+        )
+        st.success("Saved")
+
+    if comments.get(call_id):
+        value = ''
+        for comment in comments.get(call_id):
+            value += f"{comment['timestamp']}: {comment['text']}\n"
+        st.text_area(label='Comments:', value=value, disabled=True, height=350)
+    else:
+        st.text_area(label='Comments:', value="No comments exist at the moment", disabled=True)
+
+
+if __name__ == "__main__":
+    main()

comments.json

@@ -0,0 +1 @@
+{}

features.py

@@ -0,0 +1,49 @@
+FEATURES = {
+    'The Agent introduced themselves properly': "Introduction by Agent",
+    'The Agent greeted the Customer': "Greeting",
+    'The Agent mentioned the company name': "Company Name",
+    'The Agent talked about sending Introduction letter to the customer': "Introduction Letter",
+    'The Agent asked the Customer about their Departure and Destination for the Travel Plan': "Departure and Destination",
+    'The Agent asked about Travel Dates from the Customer': "Travel Dates",
+    'The Agent offer car rental services or ask to inquire about car needs from the passenger': "Q: Car Rental",
+    'The Agent offer car rental services or ask to inquire about car needs from the passenger.': "Q: Car Rental",
+    'The Agent offered car rental services or ask to inquire about car needs from the passenger': "Q: Car Rental",
+    'The Agent offered car rental services or asked to inquire about car needs from the passenger': "Q: Car Rental",
+    'The Agent offered car rental services or asked to inquire about car needs from the passenger.': "Q: Car Rental",
+    'The Customer was interested in car rental service': "A: Car Rental",
+    'The Agent offered Hotel Accommodation or services related to Hotel or asked to inquire about Hotel needs from the Customer': "Q: Hotel Accomodation",
+    'The Agent offered Hotel Accommodation or services related to Hotel or asked to enquire about Hotel needs from the Customer': "Q: Hotel Accomodation",
+    'The Customer was interested in Hotel Accommodation service.': "A: Hotel Accomodation",
+    'The Customer complained that they never received a call back or follow up that was promised by the Agent': "Missed Expectation : No Call Back/Follow Up",
+    "The Customer complained that the information that they requested wasn't shared as promised.": "Missed Expectation - Not Informed",
+    "The Customer complained that the information that they requested wasn't shared as was promised.": "Missed Expectation - Not Informed",
+    "The Customer complained that the information they requested wasn't shared as was promised.": "Missed Expectation - Not Informed",
+    'The Customer complained that they did not receive what was promised by the Agent.': "Missed Promises",
+    "The Customer complained that they wrote an email to the company regarding their issue and it wasn't resolved.": "Repeat Contact - General/Other",
+    "The Customer complained that they called the company regarding their issue and it wasn't resolved": "Repeat Contact - Previous Calls",
+    "The Customer complained that they have been repeating the same information to different agents or to the agent that is assisting during the call.": "Repeat Information",
+    'The Customer was interested in Hotel Accommodation service': "A: Hotel Accomodation",
+    'The Customer complained that they never received a call back or follow up that was promised by the Agent.': "Missed Expectation : No Call Back/Follow Up",
+    "The Customer complained that the information that they requested wasn't shared as promised": "Missed Expectation - Not Informed",
+    "The Customer complained that the information that they requested wasn't shared as was promised": "Missed Expectation - Not Informed",
+    "The Customer complained that the information they requested wasn't shared as was promised": "Missed Expectation - Not Informed",
+    'The Customer complained that they did not receive what was promised by the Agent': "Missed Promises",
+    "The Customer complained that they wrote an email to the company regarding their issue and it wasn't resolved": "Repeat Contact - General/Other",
+    "The Customer complained that they called the company regarding their issue and it wasn't resolved.": "Repeat Contact - Previous Calls",
+    "The Customer complained that they have been repeating the same information to different agents or to the agent that is assisting during the call": "Repeat Information",
+    "The Agent hung up on the customer or the customer complained about the previous agent hanging up": "Agent Hanged Up",
+    "The Customer threatened chargebacks or expressed intent to dispute charges": "Disputing Charge / Chargeback",
+    "The Agent advised the Customer that the call will be transferred to a different agent or department or the Customer requested call transfer": "Transfer",
+    "The Agent offered to transfer a customer to a different agent or department": "Transfer offer",
+    "The Customer complained that they were not able to resolve their issue by using our company's website": "Channel Switch - Website",
+    "The Customer stated that they will not use the company's services and will be switch to the competitors or mentioned that the competitors are providing better services": "Objection - Competitor - Switch",
+    "The Customer mentioned that they had been using the webchat": "Channel Switch - Webchat",
+    "The Customer threatened that they will contact the attorney or the Customer mentioned Attorney General": "Escalation: External - Attorney General",
+    "The Customer threatened that they will be writing a BBB complaint": "Escalation: External - BBB",
+    "The Customer threatened with legal actions or mentioned legal escalation": "Escalation: External - Legal",
+    "The Customer stated that they will not use the company's services and will switch to the competitors or mentioned that the competitors are providing better services": "Objection - Competitor - Switch",
+    "The Customer stated that they had a complaint about the company": "Escalation: Internal - Complaint",
+    "The Customer wanted to complain at the corporate level or mentioned escalation": "Escalation: Internal - Corporate",
+    "The Customer requested for their information to be removed off of the company's call/sell/mailing list": "Escalation: Internal - Do Not Contact/Remove from list",
+    "The Customer requested to speak to a manager or a supervisor": "Escalation: Internal - Supervisor"
+}

utils.py

@@ -0,0 +1,69 @@
+from typing import Dict
+
+import hmac
+import streamlit as st
+
+
+def process_olivia_data(transcription: dict) -> str:
+    phrases = transcription['phrases']
+    conversation = ''
+    for phrase in phrases:
+        conversation += 'Agent: ' if phrase['channel'] == 0 else 'Customer: '
+        parsed_phrase = ''.join(word['text'] for word in phrase['words'])
+        conversation += parsed_phrase
+        conversation += '\n\n\n'
+    return {'text': conversation}
+
+def process_tethr_data(data: Dict) -> Dict:
+    extracted_words = []
+    participants = data.get("participants", [])
+    for participant in participants:
+        participant_type = 'Agent' if 'Agent' in participant.get("refType", "") else 'Customer'
+        utterances = participant.get("utterances", [])
+        for utterance in utterances:
+            words = utterance.get("words")  # by words, not utterances since messed up
+            for word in words:
+                word_obj = {
+                    'participant': participant_type,
+                    'word': word.get('content', ''),
+                    'start': word.get('startMs', None),
+                    'end': word.get('endMs', None)
+                    }
+                extracted_words.append(word_obj)
+    extracted_words.sort(key=lambda x: x['start'])  # Sort by start time
+
+    conversation = ''
+    participant = None
+
+    for word in extracted_words:
+        if word['participant'] != participant:
+            if participant:
+                conversation += '\n\n'
+            participant = word['participant']
+            conversation += f'{participant}: '
+        conversation += f"{word['word']} "
+    return {'id': data['callId'], 'text': conversation}
+
+
+def check_password():
+    """Returns `True` if the user had the correct password."""
+
+    def password_entered():
+        """Checks whether a password entered by the user is correct."""
+        if hmac.compare_digest(st.session_state["password"], st.secrets["PASSWORD"]):
+            st.session_state["password_correct"] = True
+            del st.session_state["password"]  # Don't store the password.
+        else:
+            st.session_state["password_correct"] = False
+
+    # Return True if the passward is validated.
+    if st.session_state.get("password_correct", False):
+        return True
+
+    # Show input for password.
+    st.text_input(
+        "Password", type="password", on_change=password_entered, key="password"
+    )
+    if "password_correct" in st.session_state:
+        st.error("Incorrect password")
+    return False