Back to API List Provides programmatic access to interaction-level Quality AI and Conversation Intelligence data via API. It returns evaluation metrics, sentiment, emotions, duration status, Generated and Configured Intents (L1–L3 hierarchy, confidence, sentiment, resolution), custom fields, and voice-specific metrics. By default, contacts with a duration below the configured minimum are excluded; theDocumentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
include_below_threshold=true parameter enables inclusion. New fields—contact_direction, audit workflow details, and recording links—enable direction-based reporting, audit tracking, and advanced analytics, while preserving full raw interaction context.
| 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",
"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********1d",
"Queue Name": "Expressq11"
}
],
"Agents": [
{
"agentId": "a-6470432c********688",
"Agent Name": "satya admin",
"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",
"Speaking Rate": [],
"Sentiment Pattern": {
"start": "neutral",
"end": "neutral"
},
"Customer emotions": [
{
"emotion": "Happy",
"duration": 0,
"proportion": 56.25
},
{
"emotion": "Confusion",
"duration": 0,
"proportion": 37.5
},
{
"emotion": "Sadness",
"duration": 0,
"proportion": 6.25
}
],
"Agent emotions": [
{
"emotion": "Patience",
"duration": 0,
"proportion": 85
},
{
"emotion": "Happiness",
"duration": 0,
"proportion": 15
}
],
"Sentiment Ratio": {
"positive": 28,
"neutral": 50,
"negative": 22
},
"Metrics": [
{
"Metric ID": "em-1dea972c********5a6",
"Metric Name": "Dyn batching -1",
"Metric Weight": 10,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-19e6f2b6-2c********0b5",
"Metric Name": "Dyn batching -2",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-ee2b6772c********40d",
"Metric Name": "Dyn batching -3",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-24a5072c********32",
"Metric Name": "Dyn Batching -6",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-384fc6452c********617",
"Metric Name": "Dyn batching -4",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-43eae624-2c********ea7",
"Metric Name": "Dyn batching -5",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-e61e3dd3-e2c********a1d9",
"Metric Name": "Dyn batching -7",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-84c1c1b2c********b69571",
"Metric Name": "Dyn batching -8",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-98ce8532c********c4e82",
"Metric Name": "Dyn batching -9",
"Metric Weight": 15,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-598f22b2c********ac6e",
"Metric Name": "Agent Rude",
"Metric Weight": 3,
"Metric Negative Weight": 10,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"message_id": [
"ms-ae818432c********6d4c",
"ms-ce81a9e12c********d57a9",
"ms-2c601178-72c********6bc"
],
"timestamp": [
1777726914000,
1777727264000,
1777727554000
],
"justification": "The representative consistently uses polite and helpful language, offers assistance, and thanks the customer. There is no sign of disrespect, sarcasm, harsh wording, or refusal to help, indicating courteous and professional behavior throughout the interaction."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-454202c********a89b6",
"Metric Name": "Dynamic Gen ai Rude",
"Metric Weight": 2,
"Metric Negative Weight": 10,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-e85548e2c********a285",
"Metric Name": "1. CU - dete + Gen ai",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-103c432c********70fe",
"Metric Name": "b. CU - Dynamic Gen ai+ Gen ai",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-37de7d12c********a49eed",
"Metric Name": "customer mobile number_ Gen ai",
"Metric Weight": 3,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"message_id": [
"ms-485c72c********ed9dbb",
"ms-e43a66d6-e2c********d5fc",
"ms-e8979f22c********00",
"ms-8adb5f7d-2c********ed3"
],
"timestamp": [
1777727054000,
1777727124000,
1777727284000,
1777727354000
],
"justification": "The representative explicitly asks for the customer’s registered mobile number, last four digits of the card, and registered email address to verify the account and investigate issues, showing clear requests for contact and relevant banking details to address the customer’s needs."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-5a2e732c********61847",
"Metric Name": "AU",
"Metric Weight": 3,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-0b1ca812c********1afa1",
"Metric Name": "AU Dyn Gen ai+ deter",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-c10b595b2c********faa10b",
"Metric Name": "anything else_Gen ai",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"message_id": [
"ms-35b75af2c********c3fbd",
"ms-e688b4cb-2c********acc55",
"ms-96a849d9-2c********9315dbb",
"ms-fc28571e2c********aff0028"
],
"timestamp": [
1777727034000,
1777727104000,
1777727154000,
1777727204000
],
"justification": "The agent repeatedly extended support by asking if the customer had further questions or needed anything else, clearly signaling ongoing assistance and willingness to help beyond the immediate request."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-370db622c********27c04cf",
"Metric Name": "ByValue1 + PPS",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"sourceSystemValue": "3.5",
"agentMentionedValue": "3.5",
"AgentEntity": "interest rate",
"justification": "Business Rules specify an interest rate of 3.5. The request definition response also provides 3.5. As per the description, exact numeric equality within the allowed precision is required, which is satisfied here."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-4de3a272c********a3f6",
"Metric Name": "New StaticValue + nested resp",
"Metric Weight": 4,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"sourceSystemValue": 3.5,
"agentMentionedValue": "3.5",
"AgentEntity": "interest rate",
"justification": "Business Rules specify an interest rate of 3.5. The request definition response also provides 3.5. As per the description, exact numeric equality including decimals is required, and both values match exactly, so adherence is confirmed."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-758103cf2c********e67f",
"Metric Name": "TEST agent",
"Metric Weight": 0,
"Metric Negative Weight": 0,
"Qualification": "NO",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
}
],
"Pass Score": 40,
"IsPassed": false,
"Evaluation Form Name": "Dyn Batching EV",
"Evaluation Form Scoring Type": "percentage",
"Generated Intents": [
{
"emotions": [
"Happy"
],
"intent": "book a round-trip flight between New York and Amsterdam",
"keywords": [
"flight booking",
"Amsterdam",
"New York",
"January 15th",
"January 22nd",
"round-trip ticket",
"600 euros"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Happy"
],
"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"
],
"intent": "obtain the current month bank account balance",
"keywords": [
"bank balance",
"account balance",
"registered mobile number",
"200 EU"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"intent": "track the delivery status of an online order",
"keywords": [
"Amazon order",
"package",
"order ID",
"delivery status",
"nearest hub"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"intent": "resolve lack of internet access due to service maintenance",
"keywords": [
"internet access",
"not able to access",
"jio fiber",
"service maintenance"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"intent": "understand why the last month credit card bill is higher than expected",
"keywords": [
"credit card bill",
"interest rate",
"unpaid bills",
"last 4 digits"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Happy"
],
"intent": "regain access to an account by resetting the password on desktop",
"keywords": [
"unable to login",
"desktop device",
"registered email",
"password reset link"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"intent": "initiate and understand the process to claim car insurance after an accident",
"keywords": [
"accident",
"car damaged",
"insurance claim",
"policy details",
"claim process"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Happy"
],
"intent": "schedule a doctor appointment for a specific time",
"keywords": [
"doctor appointment",
"tomorrow evening",
"6 P.M",
"booking"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Neutral"
],
"intent": "report a bad food order experience and request a refund",
"keywords": [
"food order",
"not good",
"order id",
"refund",
"restaurant"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Happy"
],
"topic": "Flight booking to Amsterdam",
"keywords": [
"flight booking",
"Amsterdam",
"New York",
"January 15th",
"January 22nd",
"round-trip ticket",
"600 euros"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Happy"
],
"topic": "Bank interest rate inquiry",
"keywords": [
"bank interest rate",
"registered mobile number",
"3.5%"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Happy"
],
"topic": "Bank account balance check",
"keywords": [
"bank balance",
"account balance",
"registered mobile number",
"200 EU"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"topic": "Package delivery status inquiry",
"keywords": [
"Amazon order",
"package",
"order ID",
"delivery status",
"nearest hub"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"topic": "Internet connectivity issue",
"keywords": [
"internet access",
"not able to access",
"jio fiber",
"service maintenance"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"topic": "Credit card bill clarification",
"keywords": [
"credit card bill",
"interest rate",
"unpaid bills",
"last 4 digits"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Happy"
],
"topic": "Account login assistance",
"keywords": [
"unable to login",
"desktop device",
"registered email",
"password reset link"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"topic": "Car insurance claim process",
"keywords": [
"accident",
"car damaged",
"insurance claim",
"policy details",
"claim process"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Happy"
],
"topic": "Doctor appointment booking",
"keywords": [
"doctor appointment",
"tomorrow evening",
"6 P.M",
"booking"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Neutral"
],
"topic": "Food order quality complaint and refund",
"keywords": [
"food order",
"not good",
"order id",
"refund",
"restaurant"
],
"Sentiment": "positive",
"Sentiment Score": 6
}
],
"custom_fields": {
"Duration_minutes": "7",
"CallType": "CLINumber",
"AccountStatus": "Has AccountID",
"ActionName": "Tel Cust - Right Party Contact",
"DurationBucket": "8-9 mins",
"Region": "US"
},
"Configured_Intents": {
"topics": [
{
"topic_name": "Problem Solving",
"level": "L1",
"confidence_score": 0.9,
"L2_topics": [
{
"topic_name": "I Have a Question",
"confidence_score": 0.85
}
]
},
{
"topic_name": "Online/Mobile Banking",
"level": "L1",
"confidence_score": 0.9,
"L2_topics": [
{
"topic_name": "Reset Online or Mobile Banking Passcode",
"confidence_score": 0.9
}
]
},
{
"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
},
{
"topic_name": "Get Fees on Account",
"confidence_score": 0.85,
"sentiment": 7,
"resolution": 1
}
]
},
{
"topic_name": "Balances",
"confidence_score": 0.9,
"L3_topics": [
{
"topic_name": "Balance for Withdrawal",
"confidence_score": 0.9,
"sentiment": 8,
"resolution": 1
}
]
}
]
}
],
"total_topics_identified": 10
}
},
{
"src": "rtm",
"customConversationId": "UATMay2c********",
"contactDirection": "inbound",
"Conversation ID": "c-775ad2c********f74d18c",
"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": 1.86,
"Queues": [
{
"Queue ID": "qu-321bc8a2c********b081d",
"Queue Name": "Expressq11"
}
],
"Agents": [
{
"agentId": "a-6472c********0b688",
"Agent Name": "satya admin",
"Agent Start Time": "2026-05-02T13:01:34.000Z",
"Empathy Score": 0,
"Agent Email": "john.doe@example.com"
}
],
"Kore Evaluation Score": 19,
"IsChurnRiskObserved": false,
"IsEscalationObserved": false,
"Fatal Errors": 0,
"Emotions": [
"Happy",
"Neutral"
],
"Taxonomy Resolution": "NA",
"Audit Status": "Unassigned",
"Audit Date": null,
"Auditor Name": null,
"duration_status": "evaluated",
"Speaking Rate": [],
"Sentiment Pattern": {
"start": "neutral",
"end": "neutral"
},
"Customer emotions": [
{
"emotion": "Happy",
"duration": 0,
"proportion": 52.94
},
{
"emotion": "Confusion",
"duration": 0,
"proportion": 41.18
},
{
"emotion": "Sadness",
"duration": 0,
"proportion": 5.88
}
],
"Agent emotions": [
{
"emotion": "Patience",
"duration": 0,
"proportion": 90.62
},
{
"emotion": "Happiness",
"duration": 0,
"proportion": 9.38
}
],
"Sentiment Ratio": {
"positive": 62,
"neutral": 13,
"negative": 25
},
"Metrics": [
{
"Metric ID": "em-1dea972c********3c5a6",
"Metric Name": "Dyn batching -1",
"Metric Weight": 10,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-19e6f2b2c********2a0b5",
"Metric Name": "Dyn batching -2",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-ee2b6777-2c********0d",
"Metric Name": "Dyn batching -3",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-24a507a2c********de32",
"Metric Name": "Dyn Batching -6",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-384fc642c********59617",
"Metric Name": "Dyn batching -4",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-43eae622c********7795ea7",
"Metric Name": "Dyn batching -5",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-e61e3dd32c********9a1d9",
"Metric Name": "Dyn batching -7",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-84c1c2c********2eb69571",
"Metric Name": "Dyn batching -8",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-98ce82c********ea7ac4e82",
"Metric Name": "Dyn batching -9",
"Metric Weight": 15,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-598f22ba2c********e2ac6e",
"Metric Name": "Agent Rude",
"Metric Weight": 3,
"Metric Negative Weight": 10,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"message_id": [
"ms-313a162c********d4f2d9ca",
"ms-d28765812c********799937",
"ms-3b49c229-b42c********ea105b"
],
"timestamp": [
1777726914000,
1777727264000,
1777727554000
],
"justification": "Throughout the interaction, the representative maintains a polite and service‑oriented tone, thanks the customer, and offers further assistance. There is no sign of disrespect, sarcasm, harsh language, or refusal to help, indicating courteous and professional behavior at all times."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-4542012c********a89b6",
"Metric Name": "Dynamic Gen ai Rude",
"Metric Weight": 2,
"Metric Negative Weight": 10,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-e85548e2c********f5d5a285",
"Metric Name": "1. CU - dete + Gen ai",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-103c43fe2c********570fe",
"Metric Name": "b. CU - Dynamic Gen ai+ Gen ai",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-37de7d2c********8aa49eed",
"Metric Name": "customer mobile number_ Gen ai",
"Metric Weight": 3,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"message_id": [
"ms-d17f2ef32c********bbb0e8f9",
"ms-7a466f2c********f605036bda80",
"ms-d7d0b2372c********0f7621a1f",
"ms-4754122c********567e95460d2a"
],
"timestamp": [
1777727054000,
1777727124000,
1777727284000,
1777727354000
],
"justification": "The representative explicitly asks for the customer’s registered mobile number, last four digits of the card, and registered email address to verify the account and investigate issues, which are clear requests for contact and relevant banking or account details to address the customer’s needs."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-5a2e735a2c********a61847",
"Metric Name": "AU",
"Metric Weight": 3,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-0b1ca2c********c7dd1afa1",
"Metric Name": "AU Dyn Gen ai+ deter",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-c10b595b-2c********5ffaa10b",
"Metric Name": "anything else_Gen ai",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"message_id": [
"ms-15f5a89b2c********06f4a9e",
"ms-22d6b52c********6261f38e9",
"ms-302562c********2a3939eaa8",
"ms-f0cb72c********a17372f89cd"
],
"timestamp": [
1777727034000,
1777727104000,
1777727154000,
1777727204000
],
"justification": "The agent repeatedly extended support by asking if the customer had further questions or needed anything else, clearly inviting additional queries and assistance in a courteous manner across multiple points in the interaction."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-370db62d-a352c********67027c04cf",
"Metric Name": "ByValue1 + PPS",
"Metric Weight": 5,
"Metric Negative Weight": 0,
"Qualification": "YES",
"isFatalError": false,
"triggerJustification": [],
"justification": [
{
"sourceSystemValue": "3.5",
"agentMentionedValue": "3.5",
"AgentEntity": "interest rate",
"justification": "Business Rules specify an interest rate of 3.5. The request definition response also provides a numeric value of 3.5, which exactly matches within the allowed tolerance range, ensuring full adherence to the described comparison criteria."
}
],
"Auditor Response": null
},
{
"Metric ID": "em-4de3a277-5ff9-566d-8e80-d2c********",
"Metric Name": "New StaticValue + nested resp",
"Metric Weight": 4,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
},
{
"Metric ID": "em-758103cf-89cf-55cb-8a74-7e2c********",
"Metric Name": "TEST agent",
"Metric Weight": 0,
"Metric Negative Weight": 0,
"Qualification": "NA",
"isFatalError": false,
"triggerJustification": [],
"justification": [],
"Auditor Response": null
}
],
"Pass Score": 40,
"IsPassed": false,
"Evaluation Form Name": "Dyn Batching EV",
"Evaluation Form Scoring Type": "percentage",
"Generated Intents": [
{
"emotions": [
"Happy"
],
"intent": "Book a round-trip flight between New York and Amsterdam",
"keywords": [
"flight booking",
"Amsterdam",
"New York",
"January 15th",
"January 22nd",
"ticket price"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Happy"
],
"intent": "Check the current bank interest rate on the user's account",
"keywords": [
"bank",
"interest rate",
"registered mobile number",
"3.5%"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Happy"
],
"intent": "Check the user's current month bank account balance",
"keywords": [
"bank balance",
"account balance",
"registered mobile number",
"200 EU"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"intent": "Track the delivery status of an online order",
"keywords": [
"order",
"Amazon",
"package",
"delivery",
"order ID",
"nearest hub"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"intent": "Resolve issues with accessing the internet service",
"keywords": [
"internet",
"unable to access",
"Jio fiber",
"service maintenance"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"intent": "Understand why the last month credit card bill is higher than expected",
"keywords": [
"credit card bill",
"interest",
"unpaid bills",
"last 4 digits"
],
"Sentiment": "positive",
"Sentiment Score": 7
},
{
"emotions": [
"Happy"
],
"intent": "Regain access to the account by resolving login problems",
"keywords": [
"login",
"desktop device",
"registered email",
"password reset link"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"intent": "Initiate and understand the process to claim car insurance after an accident",
"keywords": [
"accident",
"car damaged",
"insurance claim",
"policy details"
],
"Sentiment": "positive",
"Sentiment Score": 7
},
{
"emotions": [
"Happy"
],
"intent": "Schedule a doctor appointment for a specific time",
"keywords": [
"doctor appointment",
"tomorrow evening",
"6 P.M"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Neutral"
],
"intent": "Report a bad food order and request support or refund",
"keywords": [
"food order",
"not good",
"order ID",
"refund"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Happy"
],
"topic": "Flight booking to Amsterdam",
"keywords": [
"flight booking",
"Amsterdam",
"New York",
"January 15th",
"January 22nd",
"ticket price"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Happy"
],
"topic": "Bank interest rate inquiry",
"keywords": [
"bank",
"interest rate",
"registered mobile number",
"3.5%"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Happy"
],
"topic": "Bank balance inquiry",
"keywords": [
"bank balance",
"account balance",
"registered mobile number",
"200 EU"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"topic": "Package delivery status",
"keywords": [
"order",
"Amazon",
"package",
"delivery",
"order ID",
"nearest hub"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"topic": "Internet connectivity issue",
"keywords": [
"internet",
"unable to access",
"Jio fiber",
"service maintenance"
],
"Sentiment": "positive",
"Sentiment Score": 6
},
{
"emotions": [
"Neutral"
],
"topic": "Credit card bill clarification",
"keywords": [
"credit card bill",
"interest",
"unpaid bills",
"last 4 digits"
],
"Sentiment": "positive",
"Sentiment Score": 7
},
{
"emotions": [
"Happy"
],
"topic": "Account login issue",
"keywords": [
"login",
"desktop device",
"registered email",
"password reset link"
],
"Sentiment": "positive",
"Sentiment Score": 8
},
{
"emotions": [
"Neutral"
],
"topic": "Car insurance claim process",
"keywords": [
"accident",
"car damaged",
"insurance claim",
"policy details"
],
"Sentiment": "positive",
"Sentiment Score": 7
},
{
"emotions": [
"Happy"
],
"topic": "Doctor appointment booking",
"keywords": [
"doctor appointment",
"tomorrow evening",
"6 P.M"
],
"Sentiment": "positive",
"Sentiment Score": 9
},
{
"emotions": [
"Neutral"
],
"topic": "Food order quality complaint",
"keywords": [
"food order",
"not good",
"order ID",
"refund"
],
"Sentiment": "positive",
"Sentiment Score": 6
}
],
"custom_fields": {
"Duration_minutes": "7",
"CallType": "CLINumber",
"AccountStatus": "Has AccountID",
"ActionName": "Tel Cust - Right Party Contact",
"DurationBucket": "8-9 mins",
"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 |
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 (e.g., 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 |