GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Agent Status Details

To show the self-reported status (available, busy, away, etc.) in the given time interval.

Method POST
Endpoint https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/agentstatusdetails?limit=50&offset=0
Content-Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token.
API Scope SmartAssist Analytics

Path Parameters

Parameter Description Type
host The Environment URL. For example, https://smartassist.kore.ai String, Required
accountId The Account Id. String, Required

Query Parameters

Parameter Description Type
limit Default is 50, Maximum is 50 – applied to the agent counts Number, Optional
offset Default is 0. Number, Optional

Sample Request

curl --location 'https://uat-agentassist-az.korebots.com/agentassist/api/public/analytics/account/6365e405328a552f1906xxxx/v2/agentstatusdetails?limit=50&offset=0' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTRjZTNkODM0LTBhYzEtNWI1NC04YzFjLWVhNzI0MDg2ODIxNSJ9.mxqBOTazp3TcEyhT3pmO75Yu-XSeTyV_iml39RbMNMI' \
--header 'Content-Type: application/json' \
--header 'accountId: 6365e405328a552f1906xxxx' \
--data-raw '{
"filter":{
"agents":["john.doe@domain.com"],
"dateFilter":{
"startDate": "2024-04-03T08:00:00",
"endDate": "2024-04-04T23:59:00",
"timeZoneOffSet" : -330
  }
 }
}'

Body Parameters

Parameter Description Type
filter Object with agents and date filter as the fields. String, Required
agents The Email Ids of the agents. String, Optional
dateFilter Object with start date, end date, and time zone offset as the fields. It contains the following details to filter the result set. Number, Required
startDate  The start date from which the records need to be considered.
The date format  is :
yyyy-mm-ddTHH:MM:SS
For example, 2024-04-03T08:00:00
Date, Required
endDate The end date from which the records need to be considered.
The date format  is :
yyyy-mm-ddTHH:MM:SS
For example, 2024-04-04T23:59:00
Date, Required
timeZoneOffSet The time zone offset.
For example, -330,630,-500If a user is in US/New York then the timeZoneOffset would be 300. For the -ve numbers use the ‘-‘ sign, and for +ve numbers don’t use the sign.
For timeZones east of GMT use the -ve sign , for the timeZones west of GMT don’t use any sign.
Number, Required

Sample Response

{
    "hasMore": false,
    "limit": 50,
    "offset": 0,
    "data": [
        {
            "aId": "a-0be7183-8e01-4c52-8e39-99e30c78xxxx",
            "firstName": "John",
            "lastName": "Doe",
            "email": "john.doe@domain.com",
            "userId": "u-9cc167c1-9603-5d82-92c6-09fb346axxxx",
            "customId": ""
        }
    ]
}

Response Parameter Definitions

Field Name Description
userId Kore-generated user identifier for Agent
firstName The first name of the Agent
lastName The last name of the Agent
email The email of the Agent
customId Agent’s ID from the customer’s system
status An array of statuses and times of entry and exit
status[].primaryStatus primary, built-in status
status[].secondaryStatus Customer’s custom status
status[].startTime The time of entry into a status
status[].endTime The time of exit from a status
status[].duration Duration for which the Agent stayed in that status

Agent Status Details

To show the self-reported status (available, busy, away, etc.) in the given time interval.

Method POST
Endpoint https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/agentstatusdetails?limit=50&offset=0
Content-Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token.
API Scope SmartAssist Analytics

Path Parameters

Parameter Description Type
host The Environment URL. For example, https://smartassist.kore.ai String, Required
accountId The Account Id. String, Required

Query Parameters

Parameter Description Type
limit Default is 50, Maximum is 50 – applied to the agent counts Number, Optional
offset Default is 0. Number, Optional

Sample Request

curl --location 'https://uat-agentassist-az.korebots.com/agentassist/api/public/analytics/account/6365e405328a552f1906xxxx/v2/agentstatusdetails?limit=50&offset=0' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTRjZTNkODM0LTBhYzEtNWI1NC04YzFjLWVhNzI0MDg2ODIxNSJ9.mxqBOTazp3TcEyhT3pmO75Yu-XSeTyV_iml39RbMNMI' \
--header 'Content-Type: application/json' \
--header 'accountId: 6365e405328a552f1906xxxx' \
--data-raw '{
"filter":{
"agents":["john.doe@domain.com"],
"dateFilter":{
"startDate": "2024-04-03T08:00:00",
"endDate": "2024-04-04T23:59:00",
"timeZoneOffSet" : -330
  }
 }
}'

Body Parameters

Parameter Description Type
filter Object with agents and date filter as the fields. String, Required
agents The Email Ids of the agents. String, Optional
dateFilter Object with start date, end date, and time zone offset as the fields. It contains the following details to filter the result set. Number, Required
startDate  The start date from which the records need to be considered.
The date format  is :
yyyy-mm-ddTHH:MM:SS
For example, 2024-04-03T08:00:00
Date, Required
endDate The end date from which the records need to be considered.
The date format  is :
yyyy-mm-ddTHH:MM:SS
For example, 2024-04-04T23:59:00
Date, Required
timeZoneOffSet The time zone offset.
For example, -330,630,-500If a user is in US/New York then the timeZoneOffset would be 300. For the -ve numbers use the ‘-‘ sign, and for +ve numbers don’t use the sign.
For timeZones east of GMT use the -ve sign , for the timeZones west of GMT don’t use any sign.
Number, Required

Sample Response

{
    "hasMore": false,
    "limit": 50,
    "offset": 0,
    "data": [
        {
            "aId": "a-0be7183-8e01-4c52-8e39-99e30c78xxxx",
            "firstName": "John",
            "lastName": "Doe",
            "email": "john.doe@domain.com",
            "userId": "u-9cc167c1-9603-5d82-92c6-09fb346axxxx",
            "customId": ""
        }
    ]
}

Response Parameter Definitions

Field Name Description
userId Kore-generated user identifier for Agent
firstName The first name of the Agent
lastName The last name of the Agent
email The email of the Agent
customId Agent’s ID from the customer’s system
status An array of statuses and times of entry and exit
status[].primaryStatus primary, built-in status
status[].secondaryStatus Customer’s custom status
status[].startTime The time of entry into a status
status[].endTime The time of exit from a status
status[].duration Duration for which the Agent stayed in that status