A number of APIs are available from the SmartAssist Platform. Based on the functionality addressed, the APIs can be categorized as:
Analytics and Reporting APIs
| API |
Description |
Associated App Scope |
| Get Intent Real-Time Data |
To retrieve the most recent conversational data for the given Bot Id. Gets the latest 25 sessions data for the given Bot Id that completed the execution of the flow. |
SmartAssist Analytics |
| Historical Agent Status Summary |
To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. |
SmartAssist Analytics |
| Agent Status Details API |
To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. |
SmartAssist Analytics |
| Get All Conversations Data – Call Details |
To retrieve the raw data for all conversations with the given Account Id. |
SmartAssist Analytics |
| List of Conversations |
To retrieve the list of conversations with the given stream Id. |
SmartAssist Analytics |
| Get a specific Conversation |
To retrieve a particular conversation by providing the Conversation Id. |
SmartAssist Analytics |
| Queue Size |
To retrieve the queueDetails by giving queueId and filters with the given stream Id. |
SmartAssist Analytics |
| Agent AI Raw Data for SmartAssist |
To enable XO v10 SmartAssist users to access Agent AI-specific reporting. |
AgentAssist Analytics |
Agent Creation APIs
Skills APIs
Skill Group APIs
| API |
Description |
Associated App Scope |
| Create a Skill Group |
To add a Skill Group with the given Stream Id. |
SmartAssist Analytics |
| Get All Skill Groups |
To retrieve the list of skills groups with the given Stream Id. |
SmartAssist Analytics |
| Get a Skill Group |
To retrieve the details of a particular skill group with the given Stream Id and Skill Group Id. |
SmartAssist Analytics |
| Update a Skill Group |
To update a particular skill group with the given Stream Id and Skill Group Id. |
SmartAssist Analytics |
| Delete a Skill Group |
To delete a particular skill group with the given Stream Id and Skill Group Id. |
SmartAssist Analytics |
Agent Group APIs
| API |
Description |
Associated App Scope |
| Create an Agent Group |
To add an agent group with the given Stream Id. |
SmartAssist Analytics |
| Get All Agent Groups |
To retrieve the list of agent groups with the given Stream Id. |
SmartAssist Analytics |
| Get an Agent Group |
To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. |
SmartAssist Analytics |
| Update an Agent Group |
To update a particular agent group with the given Stream Id and Agent Group Id. |
SmartAssist Analytics |
| Delete an Agent Group |
To delete the particular skill group with the given Stream Id and Skill Group Id. |
SmartAssist Analytics |
Import/Export Data APIs
Call Recording API
| API |
Description |
Associated App Scope |
| Fetch Call Recording |
To retrieve the recording of a specific call using either the user ID or session ID. |
SmartAssist Recordings |
| Fetch Call Recording (v2) |
This API facilitates the downloading of voice call recordings. The API provides an S3-hosted URL where the recording can be accessed. |
SmartAssist Recordings |
| Delete Call Recording |
This API is used to delete Voice Call Recordings. The response varies based on whether the execution is successful or not. |
Delete Recordings |
Outbound Calling API
| API |
Description |
Associated App Scope |
| Outbound Calling (SAVG) |
To trigger an outbound call and receive call status notifications. |
SmartAssist Dialout |
Transfer Conversation to a Specific Agent or Queue API
| API |
Description |
Associated App Scope |
| Transfer Conversation to a Specific Agent or Queue |
To transfer a conversation to a specific agent using the provided botSessionId and aId or queue using the queueId. It posts specific messages to the provided callbackUrl to indicate the success or failure of the conversation transfer. |
Routing |
Queue Management APIs
| API |
Description |
Associated App Scope |
| Create a Queue |
To create a queue with the given streamId. |
Configuration |
| Get a List of Queues |
To get a list of queues with the given streamId. |
Configuration |
| Get a List of Agents or Queues |
To get all agents if you have queueIds and all the queues if you have agentIds. |
Configuration |
| Get a Specific Queue |
To get a specific queue with the given streamId and queueId. |
Configuration |
| Update a Specific Queue |
To update a specific queue with the given streamId and queueId. |
Configuration |
| Delete a Queue |
To delete a specific queue with the given streamId and queueId. |
Configuration |
WFM APIs
| API |
Description |
Associated App Scope |
| Agents API |
To get all agent details associated with an accountId. |
WFM Integration |
| Queues API |
To get the Queues/Skills associated with an accountId. |
WFM Integration |
| Agent Activity API |
To get the agent status in real-time or changes stacked every 30 seconds. |
WFM Integration |
| Contact Volume API |
To retrieve call volume details associated with a specified collection point for a given interval, including fields mapped to specific field names relevant to the Workforce Management (WFM) client. |
WFM Integration |
