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Intro to Parsing JSON Data: For API Integrations to Contact Center Applications
By Mark Wilson | 55 Min Video
As a contact center admin writing scripts, you probably deal with JSON every week in order to parse Caller profile data from a web service, or emergency overrides for schedules, or even API responses from CRM or other applications.
But finding the right value in nested tags, attributes, or namespaces usually means slow trial-and-error or asking a developer.
In this video, you’ll learn JSONPath — the fastest way to point directly at the data you need, test it in seconds, and copy the JSONPath expression straight into your script steps.
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Key Insights
- JSON is essential for modern contact center integrations, providing a lightweight, fast, and widely supported data format.
- Understanding JSON structure and data types is critical before effectively using JSONPath for data extraction.
- JSONPath serves as a powerful querying tool, enabling precise navigation and filtering of JSON data, analogous to XPath for XML.
- Multiple tools and platforms exist to assist with JSON parsing and validation; selecting the right tool depends on context and user preference.
- Hands-on practice with real API data and JSON files is recommended to build confidence.
- Collaboration is improved when contact center admins speak the same technical language as developers and database teams, facilitated by JSON and JSONPath literacy.
- Legacy knowledge of XML remains valuable, as many systems and integrations still rely on XML, especially in voice and IVR contexts.
Instructor Bio:
Mark’s experience started with hardware and desktop support, eventually migrating to Server and LAN Administration and developing cable modem systems and ISP Services.
Mark then joined SLI (named CCTI at the time) in 1999, teaching Cisco courses on routing and dial-up networking (yes –analog modems). He feels that he got into voice backwards by teaching courses on Cisco ICM before migrating to Call Manager, Unity, and CRS (an early name for UCCX), which created opportunities to teach a few courses in Europe.
Several years later, Mark was offered a chance to work for Avaya, focusing on large contact center customers. He worked there for 10 years as a sales engineer and architect. That was followed by an opportunity to return to his roots performing support for networking, voice, small contact centers, and other contract services.
Mark’s current focus is contact center courses, but given how many different areas he has worked, he reserves to right to teach other technologies.