| Method | POST |
|---|---|
| Endpoint | https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/interactionDetails?offset=0&limit=100, https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/calldetails?offset=0&limit=100 |
| Content Type | application/json |
| Authorization | auth: {{JWT}} See How to generate the JWT Token |
| API Scope | SmartAssist Analytics |
Path Parameters
| Parameter | Description | Type |
|---|---|---|
| host | Environment URL, for example, https://platform.kore.ai | string, required |
| accountId | The Account Id | string, required |
Query Parameters
| Parameter | Description | Type |
|---|---|---|
| limit | Specifies the number of conversation records to retrieve, with a maximum limit of 100. For example, 50 | integer, optional |
| offset | Defines the number of pages to skip or retrieve. Defaults to 0 if unspecified, with a maximum value of 10. For example, 10 | integer, optional |
Sample Request (Interaction Details)
curl --location 'https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/interactionDetails?offset=0&limit=100' \
--header 'accept: application/json' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'auth: <jwt_token>' \
--header 'iId: {{streamId}}' \
--data '{
"startDate":"2026-02-16",
"endDate":"2026-02-22",
"direction": "Outbound",
"selectedFields": [
"skills",
"customerinfo",
"userleveltags",
"sessionleveltags",
"campaigninfo"
],
"queues":[],
"channels": [],
"timeZoneOffset":-330
}'
Sample Request (Call Details)
curl --location --request POST 'https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/callDetails?offset=0&limit=100' \
--header 'accept: application/json, text/plain, /' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'auth: <jwt_token>' \
--header 'iId: {{streamId}}' \
--body '{
"startDate": "2026-07-07",
"endDate": "2026-07-07",
"selectedFields": [
"skills",
"customerinfo",
"userleveltags",
"sessionleveltags",
"snoozeinfo"
],
"timeZoneOffset": -330
}'
Header Parameters
| Header | Description | Optional/Required |
|---|---|---|
accept | Desired response format (for example, application/json) | Optional |
accept-language | Preferred response language (for example, en-US) | Optional |
accountId | Unique account identifier | Required |
app-language | Application display language (for example, en) | Optional |
content-type | Request body format (application/json;charset=UTF-8) | Required |
referer | Source application name (for example, smartassist) | Optional |
auth | JWT authentication token | Required |
IId | Stream or application id | Required |
Request Body Parameters
| Parameter | Description | Type |
|---|---|---|
startDate | The start date from which records are considered. Format: yyyy-mm-dd HH24:mm:ss. Example: 2022-08-25 07:20:15 | DateTime, required |
endDate | The end date up to which records are considered. Format: yyyy-mm-dd HH24:mm:ss. Example: 2022-08-25 18:20:15 | DateTime, required |
timeZoneOffset | The time zone offset. Examples: -330, 630, -500. For New York,US the offset is 300. Use a minus sign for time zones east of GMT; no sign for time zones west of GMT. | number, required |
selectedFields | Specifies which data fields to include in the API response. skills - Returns the agent’s areas of expertise or capabilities. customerinfo - Includes key customer details such as email, first name, last name, phone number, and other details. userleveltags - Returns tags assigned at the individual user level for categorization or filtering. sessionleveltags - Returns tags associated with a specific session or conversation instance. campaigninfo- Returns campaign details associated with a specific session or conversation. | array[string], optional |
channels | The channels to include. Example: ['rtm', 'voice'] | |
snoozeinfo | Indicates the number of times and duration of a customer who is to be placed on snooze. | array[string], optional |
direction | Specifies the interaction direction to filter conversation data. Valid values typically include Inbound, Outbound, or Both. | string, optional |
queues | The list of queue IDs in the instance bots. | array[string], optional |
Sample Response (Interaction Details)
{
"numResults": 10,
"data": [
{
"sessionId": "68db745779cb8cebd651xxxx",
"channel": "Web/Mobile Client",
"sessionStartTime": "2025-09-30T11:40:31",
"sessionEndTime": "2025-09-30T11:40:42",
"botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
"userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
"channelSpecificUserId": "john.doe@example.com",
"orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
"smartStatus": "CLOSED AT BOT",
"reason": "",
"disconnectingEvent": "",
"errorDetails": "",
"finalStatus": "BotResolved",
"automationBotIDs": [
"st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
]
},
{
"conversationId": "c-252425a-903a-469e-b16d-eee318e3xxxx",
"sessionId": "68dcfba48d99cc7cd125xxxx",
"channel": "Web/Mobile Client",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"firstName": "John",
"lastName": "Doe",
"email": "john.doe@example.com",
"phoneNumber": "150551xxxxx",
"identities": [
{
"val": "cs-ddee2921-797d-5751-8786-bf06xxxx/22f2681a-23d9-420a-9852-5bdab917afd61f1ce2a8-b737-48ee-89b3-bfeeacb3xxxx",
"type": "mapped"
}
],
"agentTransferConfig": {
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"botId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
"isEnabled": false
}
},
"automationBotId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
"lastIntentName": "agent transfer",
"dialog_tone": []
},
"ipAddress": "123.xxx.xx.xxx",
"hostDomain": "{{host}}",
"os": "Windows"
},
"customerinfo": {
"CustomerPhone": "12345xxxxx",
"CenterPhone": "",
"CustomerFirstName": "Jane",
"CustomerLastName": "Doe",
"CustomerEmail": "jane.doe@example.com"
},
"sessionStartTime": "2025-10-01T15:30:04",
"sessionEndTime": "2025-10-01T15:31:01",
"channelSpecificUserId": "cs-ddee2921-797d-5751-8786-bf060407xxxx/22f2681a-23d9-420a-9852-5bdab917afd61f1ce2a8-b737-48ee-89b3-bfeeacb3xxxx",
"userId": "u-fb8994f9-3a52-58ed-8f73-81204e7xxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-577416d-3745-40e7-904c-85ba1a04xxxx",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2025-10-01T15:30:23",
"nonRespondingAgents": [
{
"agentId": "u-3ea001b4-664a-58b6-8108-b8bca375xxxx",
"agentNotes": [
"The customer requested to connect with an agent. The bot acknowledged the request and initiated the transfer process, asking the customer to hold."
],
"destinationType": "AgentSegment",
"email": "john.doe@example.com",
"name": "John Doe",
"assignedAt": "2025-10-01T15:30:35",
"nonResponseEvent": "Supervisor Reassigned"
}
]
},
{
"agentId": "u-3ea001b4-664a-58b6-8108-b8bca37xxxxx",
"agentNotes": [
"The customer requested to connect with an agent. The bot acknowledged the request and initiated the transfer process, asking the customer to hold."
],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2025-10-01T15:31:00",
"interactionDuration": 15,
"afterCallWorkDuration": 32,
"afterCallWorkEndTime": "2025-10-01T15:31:32",
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "jane.doe@example.com",
"name": "Jane Doe",
"acceptedTime": "2025-10-01T15:30:45",
"assignedAt": "2025-10-01T15:30:42"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-9c9a4c6-6614-4adc-9a29-12e4278xxxxx",
"sessionId": "6993256027d16c0edd2xxxxx",
"channel": "Voice",
"isVoicemail": "NO",
"Direction": "Outbound",
"skills": [],
"finalStatus": "CLOSED",
"disconnectingEvent": "",
"smartStatus": "CLOSED",
"reason": "",
"errorDetails": "",
"botId": "st-d567cae4-0d18-577f-8944-3d6fbdexxxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"campaignName": "Jan 23 hotfix check (Copy)",
"userId": "u-4fa7f000-3bcb-5c90-b647-76b4aa9xxxxx",
"firstName": "Office",
"lastName": "man",
"caller": "+140258xxxxx",
"callee": "9191002xxxxx",
"Initiation": "Campaign",
"dialedNumber": "+140258xxxxx",
"endUserNumber": "9191002xxxxx",
"attempt": 2
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "+140258xxxxx",
"CustomerFirstName": "John",
"CustomerLastName": "Doe",
"CustomerEmail": ""
},
"sessionStartTime": "2026-02-16T19:40:40",
"sessionEndTime": "2026-02-16T19:40:40",
"userId": "u-4fa7f000-3bcb-5c90-b647-76b4aa9xxxxx",
"destinations": [],
"userleveltags": [],
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
}
],
"campaigninfo": {
"campaignName": "Jan 23 hotfix check (Copy)",
"campaignId": "cd-3e9169e-9b3a-4415-bdcd-4700a44xxxxx",
"campaignInstanceId": "cid-3b2e4e9-882d-48a7-a5a3-286b007xxxxx",
"campaignDialingListId": "cdl-6be0807b-c7cf-53fb-8c3c-ee2f66fxxxxx",
"attempt": 2,
"contactStatus": "no-answer",
"campaignRunDate": "2026-02-16T14:06:41.807Z",
"contactListName": [
"WANTED JAN23"
]
},
"channelSpecificUserId": "cs-517d4422-a33f-50f7-a67d-d826b5fxxxxx/df922694-9d08-4026-8414-aef1d74xxxxx"
},
{
"conversationId": "c-b807a56-5346-467a-b835-404d244xxxxx",
"sessionId": "699c22cc3075d4d6997xxxxx",
"channel": "Web/Mobile Client",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"disconnectingEvent": "Agent Closed",
"smartStatus": "CLOSED",
"reason": "Resolved",
"errorDetails": "",
"botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
"dispositions": [
"Resolved"
],
"dispositionRemarks": [
"The bot initiated a transfer to an agent and connected the customer with AI for Service. The agent greeted the customer and the bot informed them that they were being transferred to another agent's queue. The customer was then connected with Uat, who greeted them again. Uat closed the conversation, indicating that the customer could reach out again if further assistance was needed."
],
"metaInfo": {
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#2e8b57",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3xxxxx",
"_id": "u-1e92130e-a3f2-55ae-9472-52a1f02xxxxx",
"identities": [
{
"val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/89a479d9-b927-42aa-bd0d-af97c6eceec2a3c64dff-1501-4fcd-955d-a69239cxxxxx",
"type": "mapped"
}
],
"agentTransferConfig": {
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
"isEnabled": false
}
},
"lastIntentName": "ConnectToAgent",
"automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx"
},
"ipAddress": "115.114.xx.xxx",
"hostDomain": "{{hostDomain}}",
"os": "Windows"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2026-02-23T15:20:04",
"sessionEndTime": "2026-02-23T15:21:36",
"channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/89a479d9-b927-42aa-bd0d-af97c6eceec2a3c64dff-1501-4fcd-955d-a69239cxxxxx",
"userId": "u-1e92130e-a3f2-55ae-9472-52a1f02xxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2026-02-23T15:20:04",
"respondingAgent": {
"agentId": "u-92b5cb3b-b0cc-5e37-b321-31c3255xxxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2026-02-23T15:21:06",
"firstResponseDuration": 6,
"interactionEndTime": "2026-02-23T15:21:10",
"interactionDuration": 11,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "john.doe@example.com",
"name": "john doe",
"acceptedTime": "2026-02-23T15:21:00",
"assignedAt": "2026-02-23T15:20:04"
}
},
{
"agentId": "u-d289fb12-bf8a-53d7-9a96-998b156xxxxx",
"agentNotes": [
"The bot initiated a transfer to an agent and connected the customer with AI for Service. The agent greeted the customer and the bot informed them that they were being transferred to another agent's queue. The customer was then connected with Uat, who greeted them again. Uat closed the conversation, indicating that the customer could reach out again if further assistance was needed."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2026-02-23T15:21:20",
"firstResponseDuration": 5,
"interactionEndTime": "2026-02-23T15:21:24",
"interactionDuration": 10,
"afterCallWorkDuration": 5,
"afterCallWorkEndTime": "2026-02-23T15:21:29",
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "john.doe@example.com",
"name": "john doe",
"acceptedTime": "2026-02-23T15:21:14",
"assignedAt": "2026-02-23T15:21:12"
}
],
"likeDislikeScore": 1,
"surveyType": "likeDislike",
"userleveltags": [],
"sessionleveltags": [],
"campaigninfo": {
"attempt": "",
"contactStatus": "Resolved"
}
},
{
"conversationId": "c-586a8b5-37ca-4e80-8c34-a53c5c6xxxxx",
"sessionId": "699bfded91ef376ff70xxxxx",
"channel": "Web/Mobile Client",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"disconnectingEvent": "System Hangup",
"smartStatus": "TERMINATED",
"reason": "DROP-OFF",
"errorDetails": "",
"botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx",
"dispositions": [
"DROP-OFF"
],
"dispositionRemarks": [
"-"
],
"metaInfo": {
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#00008b",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99cxxxxx",
"_id": "u-fa7190cf-f874-5723-820f-1064646xxxxx",
"identities": [
{
"val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/bf3c21d4-8371-40ce-974a-2a0b52fa8318b778870e-c7f1-4ca4-b3c9-8d3f240xxxxx",
"type": "mapped"
}
],
"agentTransferConfig": {
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx",
"isEnabled": false
}
},
"lastIntentName": "ConnectToAgent",
"automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx"
},
"ipAddress": "115.114.xx.xxx",
"hostDomain": "{{hostDomain}}",
"os": "Windows"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2026-02-23T12:42:45",
"sessionEndTime": "2026-02-23T12:42:51",
"channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/bf3c21d4-8371-40ce-974a-2a0b52fa8318b778870e-c7f1-4ca4-b3c9-8d3f240xxxxx",
"userId": "u-fa7190cf-f874-5723-820f-1064646xxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2026-02-23T12:42:45"
}
],
"npsScore": 8,
"surveyType": "nps",
"userleveltags": [],
"sessionleveltags": [],
"campaigninfo": {
"attempt": "",
"contactStatus": "DROP-OFF"
}
},
{
"conversationId": "c-0ac330d-0c53-4edc-a4d4-23d3a91xxxxx",
"sessionId": "699c020c28f2a5aae9bxxxxx",
"channel": "Web/Mobile Client",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"disconnectingEvent": "System Hangup",
"smartStatus": "TERMINATED",
"reason": "DROP-OFF",
"errorDetails": "",
"botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
"dispositions": [
"DROP-OFF"
],
"dispositionRemarks": [
"-"
],
"metaInfo": {
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#00ff7f",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3xxxxx",
"_id": "u-4b8a2d08-bf57-520f-8ee2-1669d8axxxxx",
"identities": [
{
"val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/d6b37c15-d2b1-4953-bbb7-3bca16a4ec94aa5feec4-cb64-4412-85f6-0beb679xxxxx",
"type": "mapped"
}
],
"agentTransferConfig": {
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx",
"isEnabled": false
}
},
"lastIntentName": "ConnectToAgent",
"automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx"
},
"ipAddress": "115.114.xx.xxx",
"hostDomain": "{{hostDomain}}",
"os": "Windows"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2026-02-23T13:00:20",
"sessionEndTime": "2026-02-23T13:00:36",
"channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/d6b37c15-d2b1-4953-bbb7-3bca16a4ec94aa5feec4-cb64-4412-85f6-0beb679xxxxx",
"userId": "u-4b8a2d08-bf57-520f-8ee2-1669d8axxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2026-02-23T13:00:20"
}
],
"csatScore": 4,
"surveyType": "csat",
"userleveltags": [],
"sessionleveltags": [],
"campaigninfo": {
"attempt": "",
"contactStatus": "DROP-OFF"
}
}
]
}
Sample Response (Call Details)
{
"conversationId": "c-89502b3-e29c-4561-9233-4ba756269230",
"sessionId": "6a4d318973438d8327625016",
"channel": "Web/Mobile Client",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "USER ABANDONED",
"disconnectingEvent": "User Hangup",
"smartStatus": "ABANDONED WITH AGENT",
"reason": "Default Queue:sit uxo",
"errorDetails": "",
"botId": "st-a1dce41e-496a-5111-b5c9-6c3221e87df2",
"dispositions": [
"System Generated"
],
"dispositionRemarks": [
"The customer initiated a ticket booking request."
],
"metaInfo": {
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#2e8b57",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-88aad7f1-0d32-5765-93d7-f40c80402114",
"_id": "u-a1b63c5f-ecc6-55ce-bd44-c281b6196c89",
"identities": [
{
"val": "cs-73e551fb-8920-5398-8288-cd0dbe142487/d7589392-0a4b-4335-a4eb-d93fb9c7b83519ca066f-a600-4846-84e5-bf054d260c1d",
"type": "mapped"
},
{
"val": "6a46030735c6731367b8cfdb/agentassist/c-db8aa6b-0884-47c2-a4e2-274628c146c1",
"type": "mapped"
}
],
"agentTransferConfig": {
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"botId": "st-a1dce41e-496a-5111-b5c9-6c3221e87df2",
"isEnabled": false
}
},
"sendTranscriptLink": true,
"automationBotId": "st-a1dce41e-496a-5111-b5c9-6c3221e87df2",
"lastIntentName": "ticket booking",
"dialog_tone": []
},
"ipAddress": "103.172.203.85:32689",
"hostDomain": "https://usaz-sit-platform.kore.ai",
"os": "Windows"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2026-07-07T22:34:09",
"sessionEndTime": "2026-07-07T23:01:24",
"channelSpecificUserId": "cs-73e551fb-8920-5398-8288-cd0dbe142487/d7589392-0a4b-4335-a4eb-d93fb9c7b83519ca066f-a600-4846-84e5-bf054d260c1d",
"userId": "u-a1b63c5f-ecc6-55ce-bd44-c281b6196c89",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-deb6296-1ccc-438a-a03a-8043dc2702a8",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2026-07-07T22:38:16",
"respondingAgent": {
"agentId": "u-21463d6e-3235-526a-920a-f10c75a14fea",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2026-07-07T22:39:15",
"firstResponseDuration": 7,
"interactionEndTime": "2026-07-07T22:39:25",
"interactionDuration": 17,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "sit_supv01@yopmail.com",
"name": "Sit Supv01",
"acceptedTime": "2026-07-07T22:39:09",
"assignedAt": "2026-07-07T22:38:18",
"snoozeinfo": [],
"agentChoseTranslate": false
}
},
{
"agentId": "u-72528ebc-d7df-597c-ad09-de020d442e56",
"agentNotes": [
"The customer initiated a ticket booking request. The bot welcomed the customer and requested the source and destination."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2026-07-07T22:40:14",
"firstResponseDuration": 5,
"interactionEndTime": "2026-07-07T23:01:23",
"interactionDuration": 1273,
"afterCallWorkDuration": 35,
"afterCallWorkEndTime": "2026-07-07T23:01:57",
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "sit_uxo987@mailinator.com",
"name": "sit uxo",
"acceptedTime": "2026-07-07T22:40:09",
"assignedAt": "2026-07-07T22:39:28",
"snoozeinfo": [],
"agentChoseTranslate": true
}
],
"userleveltags": [],
"sessionleveltags": []
}`
Response Parameters
| Parameter Name | Type and Format | Description | Example |
|---|---|---|---|
conversationId | type-prefixed-guid | An ID generated by SmartAssist for this conversation. | c-7b08889-539d-408d-a3e6-9e6ae059xxxx |
sessionId | internal value | A bot-generated ID for this conversation. | 63bd199c197b3646dadexxxx |
channel | character string | Name of the channel. Values - Web/Mobile Client, System Mail, or Voice | Web / Mobile Client |
sessionStartTime | YYYY-MM-DDTHH:MM:SS | Start time of the session. | 2023-01-10T2:25:54 |
sessionEndTime | YYYY-MM-DDTHH:MM:SS | End time of the session. | 2023-01-10T2:25:54 |
botId | type-prefixed-guid | Identifier of the bot involved. | st-ae8470ab-8ecb-51fb-8e13-c87dc66fxxxx |
userId | type-prefixed-guid | SmartAssist’s own generated user ID. | u-8413fd99-4ded-5f6d-8c1a-176dc66xxxx |
channelSpecificUserId | no known format | User ID passed by the channel. | john.doe@example.com |
orgId | type-prefixed-guid | The organization ID. | o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx |
smartStatus | String | The summarised live status of the session. | CLOSED |
Reason | character string | The reason for the status. | NO AGENTS AVAILABLE |
snoozeinfo | YYYY-MM-DDTHH:MM:SS | Indicates the number of times and duration of a customer who is to be placed on snooze. | 2023-01-10T2:25:54 |
disconnectingEvent | character string | The final event leading to the conversation ending. | System Hangup |
errorDetails | String | Details of any error that occurred. | |
finalStatus | character string | Completion status of the conversation | CLOSED or BotResolved |
automationBotIDs | Array | List of automation bots involved in the session. | st-e5c6ae6b-c388-5acd-93b7-badaxxxx |
isVoicemail | Boolean | Indicates if the session was a voicemail. | NO |
agentChoseTranslate | Boolean | Indicates whether an Agent requires translation during his segment of the conversation. | True |
Direction | String | Direction of the call. Values: Inbound, Outbound. | Inbound |
finalStatus | String | Final status of the session. | CLOSED |
dispositions | array of strings | Disposition assigned to the conversation. | [Requires Supervisor Attention. |
dispositionRemarks | array of strings | Remarks or notes related to the disposition from the agent. | CUSTOMER needs help with Products and Sales. AGENT will connect her with an agent. |
metaInfo | object | Contains custom information, set by the automation. | |
metaInfo.caller | string | Phone number of the caller. | +112345xxxxx |
metaInfo.callee | string | Phone number of the person receiving the call. | +112345xxxxx |
metaInfo.callerHost | string | IP address of the caller. | 12.xxx.67.8 |
metaInfo.userId | string | Unique identifier of the user. | u-4245d01e-6124-587a-85b2-939fe3cfxxxx |
metaInfo.dialedNumber | string | Number dialed by the caller. | +112345xxxxx |
metaInfo.agentTransferConfig | object | Contains configuration for agent transfer including skills, bot, and last intent. | |
metaInfo.agentTransferConfig.skillsIds | array | ID of each skill of the agent handling this conversation. | ”6834045b2e9b90fa31c8xxxx”, “6834045b2e9b90fa31c8xxxx” |
metaInfo.agentTransferConfig.overrideAgents | boolean | Indicates whether the default agent selection logic is overridden. | false |
metaInfo.agentTransferConfig.overrideValues | array | List of override parameters applied when agent selection logic is overridden. | |
metaInfo.agentTransferConfig.assistEvents | object | Contains configuration for assist-related events. | |
metaInfo.agentTransferConfig.assistEvents.startEvent | object | Contains configuration details for the assist start event. | |
metaInfo.agentTransferConfig.assistEvents.startEvent.startEvent.isEnabled | boolean | Indicates whether the assist start event is enabled. | false |
metaInfo.agentTransferConfig.lastIntentName | string | The last intent posted to the bot by the user. | Pay Bill |
metaInfo.agentTransferConfig.lastIntentuserInput | string | The user posted by the user. | Can you please pay my bill? |
metaInfo.agentTransferConfig.dialog_tone | array | Collection of detected conversational tone attributes associated with the interaction. | |
metaInfo.ipAddress | string | IP address from which the user accessed the session. | 123.xxx.xxx.876 |
metaInfo.hostDomain | string | Domain of the platform instance handling the interaction. | |
metaInfo.os | string | Operating system of the user’s device. | Windows |
metaInfo.customerinfo | Object | Contains customer details captured during the session. | |
metaInfo.customerinfo.CustomerPhone | string | Customer’s phone number. | +198765xxxxx |
metaInfo.customerinfo.CenterPhone | string | Contact number of the service center. | |
metaInfo.customerinfo.CustomerFirstName | string | Customer’s first name. | John |
metaInfo.customerinfo.CustomerLastName | string | Customer’s last name. | Doe |
metaInfo.customerinfo.CustomerEmail | string | Customer’s email address. | john.doe@example.com |
metaInfo.agentTransferConfig.accountId | string | Unique identifier of the customer account associated with the session. | 674daf4bc9d17f4dc070xxxx |
metaInfo.workinghours | object | Defines the agent’s working days and hours. | |
metaInfo.workinghours.workdays | string | The working days of the agent. | mon,tue,wed,thu,fri |
metaInfo.workinghours.workstart | string | The time when the agent begins accepting calls. | 8:00 AM |
metaInfo.workinghours.workend | string | The time when the agent stops accepting calls. | 5:00 PM |
metaInfo.profImage | string | Profile image of the agent. | |
metaInfo.profColour | string | Profile color code. | #ff4500 |
metaInfo.jTitle | string | Job title of the agent. | |
metaInfo.dept | String | Department of the agent. | |
metaInfo.activationStatus | string | The activation status of agent. | active |
metaInfo.firstName | string | The first name of the agent. | Jane |
metaInfo.lastName | string | The last name of the agent. | Doe |
metaInfo._id | string | Internal identifier for the user object. | u-c1ca58fb-2208-52f8-9f9c-d542316exxxx |
metaInfo.identities | Array of objects | Contains the list of mapped identities for the user. | |
metaInfo.identities.val | string | Mapped identity value. | cs-259844d3-7827-5f33-ae7c-9d790e6d7548/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx |
metaInfo.identities.type | string | Type of identity mapping. | mapped |
metaInfo.transcribeConfig | object | Configuration for call transcription. | |
metaInfo.transcribeConfig.transcribe | Boolean | Indicates whether transcription is enabled for the session. | true |
destinations | array of objects | One object for each Queue or Agent that the call was transferred to. | |
destinations.destinationType | String | Destination for any transfer - to distinguish a direct-to-agent transfer from a transfer to queue. | QueueEntry |
destinations.queueId | type-prefixed-guid | SmartAssist’s internal ID for the Queue. | qu-123dbe9-c752-464d-a9be-1d0e43b6xxxx |
destinations.queueName | character string | Name of the queue | Residential - Sales |
destinations.CallbackOpted | Boolean | Indicates whether the customer opted for a callback. | True or False |
destinations.CallbackOptedTime | String (ISO 8601 datetime) | Timestamp when the customer opted for the callback. Displayed only if CallbackOpted = true | 2025-09-30T06:34:48.810Z |
destinations.userCallbackAcceptTime | String (ISO 8601 datetime) | Timestamp when the customer accepted the callback initiated by the agent. Displayed only if CallbackOpted = true | 2025-09-30T06:35:00.589Z |
destinations.EnterTime | String (ISO 8601 datetime) | Time at which this conversation entered this queue. | 2023-01-10T2:25:54 |
destinations.respondingAgent | object | Details of the responding agent. Note: When an agent responds to a conversation after it has been handed over, their details are captured in the respondingAgent object. However, if the initially assigned agent doesn’t respond and the conversation is reassigned to another agent, details of both the non-responding and responding agents are included in the nonRespondingAgent array of objects. | |
destinations.respondingAgent.agentId | type-prefixed-guid | SmartAssist’s internal ID for the agent. | u-f3a11f62-57d7-5a9f-a071-787650b1xxxx |
destinations.respondingAgent.agentNotes | array of strings | Notes provided by the agent. | Customer has a problem with Products and Sales. She needs an agent to help her. |
destinations.respondingAgent.destinationType | string | Type of agent destination. | AgentSegment |
destinations.respondingAgent.status | string | Status of the conversation with this respondingAgent. | Answered |
destinations.respondingAgent.firstResponseTime | YYYY-MM-DDTHH:MM:SS | The time at which this agent first responded. | 2023-01-10T2:25:54 |
destinations.respondingAgent.firstResponseDuration | integer | Duration in seconds, from the time of Agent’s acceptance to the time of his first response. | 20 |
destinations.respondingAgent.interactionEndTime | YYYY-MM-DDTHH:MM:SS | The time at which the interaction with this respondingAgent ended. | 2023-01-10T2:25:54 |
destinations.respondingAgent.interactionDuration | integer | Duration in seconds, from the time of Agent’s acceptance to the time of the last utterance. | 51 |
destinations.respondingAgent.afterCallWorkDuration | integer | Duration in seconds, of the post-call-work of this agent. | 8 |
destinations.respondingAgent.afterCallWorkEndTime | YYYY-MM-DDTHH:MM:SS | The time when this agent completed post-call work. | 2023-01-10T2:25:54 |
destinations.respondingAgent.ConsultingAgents | array of objects | Contains details of the internal/external agent to whom the call has been transferred by the primary agent. | |
destinations.respondingAgent.ConsultingAgents.isMerged | Boolean | Indicates whether the agent’s record is merged with another. | True or False |
destinations.respondingAgent.ConsultingAgents.name | string | The name or phone number of the external agent. | +9198765xxxxx |
destinations.respondingAgent.ConsultingAgents.acceptedTime | String (ISO 8601 datetime) | The timestamp when the external agent accepted the call. | 2025-09-30T12:05:45 |
destinations.respondingAgent.ConsultingAgents.assignedAt | String (ISO 8601 datetime) | The timestamp when the call was assigned to the external agent. | 2025-09-30T12:05:36 |
destinations.respondingAgent.ConsultingAgents.consultingEndTime | String (ISO 8601 datetime) | The timestamp when the call ended. | 2025-09-30T12:05:58 |
destinations.respondingAgent.JoinedUsers | array | Users who joined the call. | |
destinations.respondingAgent.email | string | Agent’s email address. | john.doe@example.com |
destinations.respondingAgent.name | character string | Agent’s name. | |
destinations.respondingAgent.assignedAt | YYYY-MM-DDTHH:MM:SS | The time at which this conversation was assigned to the Agent. | 2023-01-10T2:25:54 |
destinations.respondingAgent.acceptedTime | YYYY-MM-DDTHH:MM:SS | The time at which this Agent accepted this conversation. | 2023-01-10T2:25:54 |
destinations.nonRespondingAgents | Array of objects | Contains details of agents who were assigned to the interaction but didn’t respond. | |
destinations.nonRespondingAgents.agentId | String | Unique identifier of the agent who was assigned to the interaction but didn’t respond. | u-3ea001b4-664a-58b6-8108-b8bca375xxxx |
destinations.nonRespondingAgents.agentNotes | Array of Strings | List of notes or remarks recorded for the interaction, typically describing customer intent, bot behavior, or agent context. | The customer initiated a conversation with the bot for various requests, including connecting to an agent. |
destinations.nonRespondingAgents.destinationType | String | Specifies the segment type of the interaction. For non-responding agents, this value is typically AgentSegment. | AgentSegment |
destinations.nonRespondingAgents.email | string | Email address of the agent who was assigned to handle the interaction. | john.doe@example.com |
destinations.nonRespondingAgents.name | string | Full name of the assigned agent. | John Doe |
destinations.nonRespondingAgents.assignedAt | string (ISO 8601 datetime) | Timestamp when the agent was assigned to the interaction. | 2025-10-01T13:08:55 |
destinations.nonRespondingAgents.nonResponseEvent | string | Describes the reason the agent didn’t respond to the assigned interaction (for example, Ignored, Supervisor Reassigned). | Ignored |
csatScore | integer | Customer Satisfaction (CSAT) score submitted for the call. This field is displayed only when the survey type is csat. | 4 |
npsScore | integer | Net Promoter Score (NPS) rating submitted for the call, typically on a scale of 0-10, indicating the likelihood of the customer recommending the service. This field is displayed only when the survey type is nps. | 2 |
likeDislikeScore | integer | Indicates whether the customer liked or disliked the interaction. A value of 1 represents Like, 0 represents Dislike. Displayed only when the survey type is likeDislike. | 0 |
surveyType | string | Type of post-call survey associated with the call. For CSAT surveys, the value is csat, likeDislike, nps | csat |
csatFeedback | string | Optional textual feedback provided by the customer as part of the CSAT survey. Displayed only when the survey type is csat. | |
| services | |||
userleveltags | array of tag objects | All user-level tags associated with this session. | {“name”: “accountnum”,”value”: “1214132431412xxxxx”} |
sessionleveltags | array of tag objects | All session-level tags associated with this session. | {“name”: “audioCodesCallDisconnect”,“value”: “1”} |
campaigninfo | object | Contains metadata of outbound campaigns associated with a specific session or conversation. | |
campaigninfo.campaignName | string | The name of the outbound campaign associated with the interaction. | Jan 23 hotfix check (Copy) |
campaigninfo.campaignId | string | The name of the outbound campaign associated with the interaction. | cd-3e9169e-9b3a-4415-bdcd-4700a44xxxxx |
campaigninfo.campaignInstanceId | string | Unique identifier for a specific execution or run of the campaign. | cid-3b2e4e9-882d-48a7-a5a3-286b007xxxxx |
campaigninfo.campaignDialingListId | string | Unique identifier of the dialing/contact list used in the campaign. | cdl-6be0807b-c7cf-53fb-8c3c-ee2f66fxxxxx |
campaigninfo.attempt | integer | Number of contact attempts made to the customer within the campaign. | 2 |
campaigninfo.contactStatus | string | Final disposition of the contact attempt (for example, answered, no-answer, busy, failed). | no-answer |
campaigninfo.campaignRunDate | DateTime (ISO 8601) | Date and time when the campaign was executed, in ISO 8601 UTC format. | 2026-02-16T14:06:41.807Z |
campaigninfo.contactListName | array[String] | Name(s) of the contact list(s) associated with the campaign. | WANTED JAN23 |
channelSpecificUserId | string | Channel-scoped identifier for the conversation. | cs-1a12f704-5a74-5a4e-94d1-4a003cbxxxxx/c-40dd2be-1421-4e76-b54a-e5dba60xxxxx |