Raw Data API - Kore.ai Docs

Back to API List Provides programmatic access to interaction-level Quality AI and Conversation Intelligence data, including evaluation metrics, sentiment, emotions, duration status, intents (L1–L3 hierarchy, confidence, sentiment, resolution), custom fields, disposition, audit data, voice-specific metrics, and complete interaction context. Audit data includes audit status, audit date, auditor, and audit responses by metric, enabling teams to analyze AutoQA and ManualQA results, track audits, generate reports, and perform advanced analytics. Additional fields such as contact direction, audit workflow details, and recording links enhance reporting, compliance monitoring, and operational insights. By default, the API excludes contacts below the configured minimum duration. To include them, set include_below_threshold=true.

METHOD	POST
Endpoint	`https://{{host}}/qualityai/api/v1/public/qualitymanagement/app/{{streamId}}/rawdata`
Content Type	`application/json`
Authorization	`auth: {{JWT}}` — See How to generate the JWT Token.
API Scope	Quality Management Analytics.

Header Parameters

Parameter	Description	Type
`Content-Type`	`application/json`	string, required
`accountId`	Unique account identifier. For example, `67a9ca06cf0e510a8632xxxx`	string, required
`orgId`	Unique identifier of the organization.	string, required
`auth`	JWT token used for authentication.	string, required

Path Parameters

Parameter	Description	Type
`host`	Environment URL. For example, `https://platform.kore.ai/`	string, required
`streamId`	`botId` or `streamId`. Retrieve this from the App Settings page.	string, required

Sample Request

curl --location 'https://{{host}}/qualityai/api/v1/public/qualitymanagement/app/{{streamId}}/rawdata' \
  --header 'accountId: {{accountId}}' \
  --header 'auth: {{JWT_TOKEN}}' \
  --header 'Content-Type: application/json' \
  --header 'orgId: o-da5be4e0-8fbb-5229-ac20-9b1384ebxxxx' \
  --data '{
    "offset": 0,
    "startDate": "2026-03-23 10:17:54",
    "endDate": "2026-03-23 23:00:35",
    "limit": 5,
    "page": 1
    "contact_direction": "inbound"
  }'

Body Parameters

Parameter	Description	Type
`offset`	Number of records to skip for pagination.	integer, required
`startDate`	The start date to include records. Use UTC format: `YYYY-MM-DDTHH24:MM:SS`. For example, `2026-03-23 10:17:54`.	string, required
`endDate`	The end date to include records. Use UTC format: `YYYY-MM-DDTHH24:MM:SS`. For example, `2026-03-23 23:00:35`.	string, required
`limit`	The number of conversation records to return. The default is `10`.	integer, optional
`page`	The page number for pagination. The default value is `1`.	integer, optional
`include_below_threshold`	Includes `below-threshold` contacts.	boolean (optional)
`custom_fields`	Business-specific metadata filters.	object (optional)
`contact_direction`	Resolved direction: `inbound` or `outbound`.	string (optional)

APIs exclude contacts below the threshold by default. An include_below_threshold=true parameter allows explicit inclusion for ad hoc analysis.

Sample Response

{
  "results": [
    {
      "src": "rtm",
      "customConversationId": "UATMa2c********0A4",
      "contactDirection": "inbound",

      "Conversation ID": "c-de2dd02c********30590459421",

      "Disposition": [
        {
          "setId": "dst-57b825e-cea1-4643-9b3c-4d24538xxxxx",
          "setName": "Resolution",
          "code": [
            {
              "id": "ds-e73c46c-c826-4294-b326-ae94429xxxxxx",
              "name": "Requires Supervisor Attention",
              "colour": "#800080"
            }
          ]
        },
        {
          "setId": "dst-d8863d8-9cb2-4a3d-a132-79983c4xxxxx",
          "setName": "set2",
          "code": []
        }
      ],

      "Conversation Start Time": "2026-05-02T13:01:34.000Z",
      "Conversation End Time": "2026-05-02T13:03:13.000Z",

      "Language": "English",
      "Duration": "99000 milliseconds",
      "Sentiment Score": 1.78,

      "Queues": [
        {
          "Queue ID": "qu-321bc8a2c********b081d",
          "Queue Name": "Expressq11"
        }
      ],

      "Agents": [
        {
          "agentId": "a-6470432c********688",
          "Agent Name": "xxxxx xxxxx",
          "Agent Start Time": "2026-05-02T13:01:34.000Z",
          "Empathy Score": 0,
          "Agent Email": "john.doe@example.com"
        }
      ],

      "Kore Evaluation Score": 35,
      "IsChurnRiskObserved": false,
      "IsEscalationObserved": false,
      "Fatal Errors": 0,

      "Emotions": [
        "Happy",
        "Neutral"
      ],

      "Taxonomy Resolution": "YES",

      "Audit Status": "Unassigned",
      "Audit Date": null,
      "Auditor Name": null,

      "duration_status": "evaluated",

      "Sentiment Pattern": {
        "start": "neutral",
        "end": "neutral"
      },

      "Customer emotions": [
        {
          "emotion": "Happy",
          "duration": 0,
          "proportion": 56.25
        }
      ],

      "Agent emotions": [
        {
          "emotion": "Patience",
          "duration": 0,
          "proportion": 85
        }
      ],

      "Sentiment Ratio": {
        "positive": 28,
        "neutral": 50,
        "negative": 22
      },

      "Metrics": [
        {
          "Metric ID": "em-1dea972c********5a6",
          "Metric Name": "Dyn batching -1",
          "Qualification": "NA",
          "isFatalError": false,
          "triggerJustification": [],
          "justification": []
        },
        {
          "Metric ID": "em-598f22b2c********ac6e",
          "Metric Name": "Agent xxxx",
          "Qualification": "YES",
          "isFatalError": false,
          "justification": [
            {
              "message_id": [
                "ms-ae818432c********6d4c"
              ],
              "timestamp": [
                1777726914000
              ],
              "justification": "Sample justification"
            }
          ]
        }
      ],

      "Pass Score": 40,
      "IsPassed": false,

      "Evaluation Form Name": "Dyn Batching EV",
      "Evaluation Form Scoring Type": "percentage",

      "Generated Intents": [
        {
          "intent": "check the current bank interest rate linked to the user account",
          "keywords": [
            "bank interest rate",
            "registered mobile number",
            "3.5%"
          ],
          "Sentiment": "positive",
          "Sentiment Score": 8,
          "emotions": [
            "Happy"
          ]
        }
      ],

      "Configured_Intents": {
        "topics": [
          {
            "topic_name": "Core Banking Inquiry",
            "level": "L1",
            "confidence_score": 0.95,
            "L2_topics": [
              {
                "topic_name": "Account Details",
                "confidence_score": 0.9,
                "L3_topics": [
                  {
                    "topic_name": "Get Interest Rate on Account",
                    "confidence_score": 0.95,
                    "sentiment": 8,
                    "resolution": 1
                  }
                ]
              }
            ]
          }
        ],
        "total_topics_identified": 10
      },

      "custom_fields": {
        "Duration_minutes": "7",
        "CallType": "CLINumber",
        "Region": "US"
      }
    }
  ],
  "totalResults": 191,
  "hasMore": true,
  "totalPages": 96
}

Response Body Parameters

Parameter	Description	Type
`results`	A list of contact records.	array
`customConversationId`	External or custom conversation identifier; present only when set at ingestion.	string
`conversationId`	Unique interaction identifier.	string
`queues`	List of queue objects associated with the conversation.	array
`agents`	List of agents who participated in the conversation.	array
`agentEmail`	Agent email address.	string
`agentRecordings` or `customerRecordings`	Recording file URLs for agent or customer audio channels (mono or split-channel).	array
`Kore Evaluation Score`	AutoQA score; returns `NA` when not evaluated.	number or string
`fatalErrorCount`	Number of fatal errors detected.	number
`contact_direction`	Resolved interaction direction (`inbound` or `outbound`).	string (enum)
`is_direction_defaulted`	Indicates whether direction is system-inferred (`true`) or provided at ingestion (`false`).	boolean
`duration_status`	Evaluation eligibility status (`evaluated`, `below_threshold`, `duration_unavailable`).	string (enum)
`audi Status`	Current audit status (`Audited`, `Assigned`, `Not Assigned`).	string
`Audit Score`	Score assigned during audit evaluation; returned only when completed.	number (optional)
`Audit Date`	Timestamp of audit completion.	DateTime or null
`Auditor Name`	Name of the auditor.	string or null
`generatedIntents`	List of AI-detected intents.	array
`configuredIntents`	Taxonomy-based L1–L3 topic hierarchy results.	object
`speakingRate`	Speaking rate analysis entries.	array
`sentimentPattern`	Sentiment at start and end of conversation.	object
`emotions`	Customer or agent emotion breakdown with duration and proportion.	array
`sentimentRatio`	Distribution of sentiment (positive, neutral, negative).	object
`disposition`	Disposition sets and selected codes.	array
`custom_fields`	Business-specific metadata from Express File or Agent AI.	object
`conversationStartTime`	UTC timestamp when the conversation started.	string
`conversationEndTime`	UTC timestamp when the conversation ended.	string
`language`	Conversation language.	string
`duration`	Conversation duration in milliseconds.	number
`sentiment`	Sentiment classification (for example, positive, neutral).	string
`sentimentScore`	Overall sentiment score; returns `null` if unavailable.	number (null)
`totalResults`	Total number of records matching the request.	integer
`totalPages`	Total number of pages available.	integer
`hasMore`	Indicates whether additional pages exist.	boolean
`queueId`	Queue identifier of the conversation.	string
`queueName`	Name of the queue.	string
`agentId`	Unique agent identifier.	string
`agentName`	Name of the agent who participated.	string
`metrics`	List of evaluation metric objects.	array
`metricId`	Unique metric identifier.	string
`metricName`	Name of the evaluation metric.	string
`metricWeight`	Positive weight assigned to the metric.	number
`metricNegativeWeight`	Negative weight assigned; defaults to `0` if not configured.	number
`isFatalError`	Indicates whether the metric is fatal; if `true` and failed, score becomes `0`.	boolean
`qualification`	Metric evaluation result (`YES`, `NO`, `NA`).	string

​Header Parameters

​Path Parameters

​Sample Request

​Body Parameters

​Sample Response

​Response Body Parameters

Header Parameters

Path Parameters

Sample Request

Body Parameters

Sample Response

Response Body Parameters