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

Create a Queue

To create a queue with the given streamId.

Method POST
Endpoints https://{{host}}/agentassist/api/v1/public/{{streamId}}/queues
Content Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token.
API Scope Configuration

Path Parameters

Parameter Description Type
host Environment URL, for example, https://smartassist.kore.ai string, required
streamId You can access it from the General Settings page of the bot. string, required

Sample Request

{
 "isActive": true,
 "isDefault": false,
 "name": "Queue2",
 "isAdvancedRoutingEnabled": true,
 "description": "queue2",
 "orgId": "o-cd624de7-b90d-5ebc-8dab-54605d65xxxx",
 "hoursOfOperation": {
   "id": "64dc9966fcb1cad3c010xxxx",
   "name": "Default Hours of Operation(Auto Created)"
 },
 "agents": [
   {
     "userId": "u-950c89ba-0526-5876-8394-af02bb34xxxx",
     "isPreferredAgent": true,
     "aId":"a-1c9955e-b65a-4217-b1ae-345c3104xxxx",
     "name":"kjhdkjhsddjk kjadksddjk",
     "id":"a-1c9955e-b65a-4217-b1ae-345c3104xxxx"
   }
 ],
 "skills": [
   {
     "id": "64dc9967fcb1cad3c016xxxx",
     "name": "Default Skill",
     "isExpireEnabled": true,
     "expireTime": {
       "min": 10,
       "sec": 20
     }
   }
 ],
 "agentGroups": [
   "ag-410b641-16ae-4c02-9355-8a47c2b9xxxx"
 ],
 "advancedSettings": {
   "preferredAgentTimeout": {
     "min": 10,
     "sec": 20
   },
   "isSkillMatchEnabled": true,
   "isAffinityMatchEnabled": true
 },
 "maxTimeout": {
     "min":10,
     "sec":0
 }
}

Sample Response

{
  "isActive": true,
  "isDefault": true,
  "name": "Queue1",
  "isAdvancedRoutingEnabled": true,
  "description": "queue description",
  "orgId": "o-cff7fba7-ebf6-5b01-81a3-42bd24faxxxx",
  "createdBy": "u-f9e37b9c-66d5-5525-9df1-da0edbeaxxxx",
  "id": "qu-268eda9-ba47-4b03-ab29-d1909c38xxxx",
  "hoursOfOperation": {
    "id": "h-e8e22e03-fe32-5748-b830-02d161a3xxxx",
    "name": "US West Coast"
  },
  "agents": [
    {
      "userId": "u-e8e22e03-fe32-5748-b830-02d161a3xxxx",
      "name": "Charlie Abraham",
      "isPreferredAgent": false,
      "hoursOfOperation": {
        "hoursOfOperationId": "h-e8e22e03-fe32-5748-b830-02d161a3xxxx",
        "name": "US West Coast"
      },
      "skills": [
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "SILVER"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "GOLD"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "CLOSE ACCOUNT"
        }
      ]
    },
    {
      "userId": "u-e8e22e03-fe32-5748-b830-02d161a3xxxx",
      "name": "Sandra Jones",
      "isPreferredAgent": true,
      "hoursOfOperation": {
        "hoursOfOperationId": "h-e8e22e03-fe32-5748-b830-02d161a3xxxx",
        "name": "US West Coast"
      },
      "skills": [
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "SILVER"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "GOLD"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "UPDATE ACCOUNT"
        }
      ]
    }
  ],
  "skills": [
    {
      "id": "5ff233123124xxxx",
      "name": "SILVER",
      "isExpireEnabled": true,
      "expireTime": {
        "min": 10,
        "sec": 20
      },
      "skillGroupName": "Test",
      "skillGroupColor": "#070707"
    },
    {
      "id": "4df233123124xxxx",
      "name": "CLOSE ACCOUNT",
      "isExpireEnabled": false,
      "skillGroupName": "Test",
      "skillGroupColor": "#060606"
    }
  ],
  "agentGroups": [
    {
      "id": "ag-ec83505-5152-494d-8071-3b68513cxxxx",
      "name": "Default Queue"
    },
    {
      "id": "ag-ec83505-5152-494d-8071-3b68513cxxxx",
      "name": "Queue One"
    }
  ],
  "sourceAgentGroups": [
    "ag-953194c-10c9-4ec3-976e-c64071bbxxxx",
    "ag-ed2182b-b004-4aa2-a194-2d5534c6xxxx"
  ],
  "advancedSettings": {
    "preferredAgentTimeout": {
      "min": 10,
      "sec": 20
    },
    "isSkillMatchEnabled": true,
    "isAffinityMatchEnabled": true
  }
}

Body Parameters

Parameter Description Type
name Name of the queue. string, required
description Brief description of the queue. string, optional
isAdvancedRoutingEnabled Boolean value to know if advanced routing is enabled or not. For example: True. boolean, optional
hoursOfOperation {Id} Hours of operation ID. For example: 6335486202826111eb3c3759 string, required
hoursOfOperation {name} Hours of operation Name. For example: Default hours of operation. string, optional
agents {userId} You can get this from GET /agents api.
For example: u-ca2cc57f-5c2b-5437-bb07-fe9020d88050
string, required
agents {aId} You can get this from GET /agents api. string, required
agents {name} Name of the agent. string, optional
agents {isPreferredAgent} Is the agent a preferred agent or not. boolean, required
skills {Id} You can get this from GET /skills api. string, required
skills {name} Name of the Skill. string, optional
skills {isExpireEnabled} The skill should expire or not. boolean, required
skills{expireTime} It is required if isExpireEnabled is true. For example: expireTime: {min:5, sec:0} object, optional
agentGroups An array of objects containing agentGroupIds. For example: [“ag-410b641-16ae-4c02-9355-8a47c2b9a296″] array, optional
advancedSettings {preferredAgentTimeout} If the preferred agent is selected, then this is required. For example: Example: preferredAgentTimeout: {min:10} object, optional
advancedSettings {isSkillMatchEnabled} If skill match is enabled. boolean, optional
advancedSettings {isAffinityMatchEnabled} If agent affinity match is enabled. boolean, optional
enableTransferRules To enable the transfer rules. boolean, optional
transferQueues An array containing queueIds. For Example: [“qu-70d0451-bb2a-4cc9-9bdb-ec5c1ccc464c”] array, optional

Create a Queue

To create a queue with the given streamId.

Method POST
Endpoints https://{{host}}/agentassist/api/v1/public/{{streamId}}/queues
Content Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token.
API Scope Configuration

Path Parameters

Parameter Description Type
host Environment URL, for example, https://smartassist.kore.ai string, required
streamId You can access it from the General Settings page of the bot. string, required

Sample Request

{
 "isActive": true,
 "isDefault": false,
 "name": "Queue2",
 "isAdvancedRoutingEnabled": true,
 "description": "queue2",
 "orgId": "o-cd624de7-b90d-5ebc-8dab-54605d65xxxx",
 "hoursOfOperation": {
   "id": "64dc9966fcb1cad3c010xxxx",
   "name": "Default Hours of Operation(Auto Created)"
 },
 "agents": [
   {
     "userId": "u-950c89ba-0526-5876-8394-af02bb34xxxx",
     "isPreferredAgent": true,
     "aId":"a-1c9955e-b65a-4217-b1ae-345c3104xxxx",
     "name":"kjhdkjhsddjk kjadksddjk",
     "id":"a-1c9955e-b65a-4217-b1ae-345c3104xxxx"
   }
 ],
 "skills": [
   {
     "id": "64dc9967fcb1cad3c016xxxx",
     "name": "Default Skill",
     "isExpireEnabled": true,
     "expireTime": {
       "min": 10,
       "sec": 20
     }
   }
 ],
 "agentGroups": [
   "ag-410b641-16ae-4c02-9355-8a47c2b9xxxx"
 ],
 "advancedSettings": {
   "preferredAgentTimeout": {
     "min": 10,
     "sec": 20
   },
   "isSkillMatchEnabled": true,
   "isAffinityMatchEnabled": true
 },
 "maxTimeout": {
     "min":10,
     "sec":0
 }
}

Sample Response

{
  "isActive": true,
  "isDefault": true,
  "name": "Queue1",
  "isAdvancedRoutingEnabled": true,
  "description": "queue description",
  "orgId": "o-cff7fba7-ebf6-5b01-81a3-42bd24faxxxx",
  "createdBy": "u-f9e37b9c-66d5-5525-9df1-da0edbeaxxxx",
  "id": "qu-268eda9-ba47-4b03-ab29-d1909c38xxxx",
  "hoursOfOperation": {
    "id": "h-e8e22e03-fe32-5748-b830-02d161a3xxxx",
    "name": "US West Coast"
  },
  "agents": [
    {
      "userId": "u-e8e22e03-fe32-5748-b830-02d161a3xxxx",
      "name": "Charlie Abraham",
      "isPreferredAgent": false,
      "hoursOfOperation": {
        "hoursOfOperationId": "h-e8e22e03-fe32-5748-b830-02d161a3xxxx",
        "name": "US West Coast"
      },
      "skills": [
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "SILVER"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "GOLD"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "CLOSE ACCOUNT"
        }
      ]
    },
    {
      "userId": "u-e8e22e03-fe32-5748-b830-02d161a3xxxx",
      "name": "Sandra Jones",
      "isPreferredAgent": true,
      "hoursOfOperation": {
        "hoursOfOperationId": "h-e8e22e03-fe32-5748-b830-02d161a3xxxx",
        "name": "US West Coast"
      },
      "skills": [
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "SILVER"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "GOLD"
        },
        {
          "id": "s-e1e22e03-fe32-5748-b830-02d161a3xxxx",
          "name": "UPDATE ACCOUNT"
        }
      ]
    }
  ],
  "skills": [
    {
      "id": "5ff233123124xxxx",
      "name": "SILVER",
      "isExpireEnabled": true,
      "expireTime": {
        "min": 10,
        "sec": 20
      },
      "skillGroupName": "Test",
      "skillGroupColor": "#070707"
    },
    {
      "id": "4df233123124xxxx",
      "name": "CLOSE ACCOUNT",
      "isExpireEnabled": false,
      "skillGroupName": "Test",
      "skillGroupColor": "#060606"
    }
  ],
  "agentGroups": [
    {
      "id": "ag-ec83505-5152-494d-8071-3b68513cxxxx",
      "name": "Default Queue"
    },
    {
      "id": "ag-ec83505-5152-494d-8071-3b68513cxxxx",
      "name": "Queue One"
    }
  ],
  "sourceAgentGroups": [
    "ag-953194c-10c9-4ec3-976e-c64071bbxxxx",
    "ag-ed2182b-b004-4aa2-a194-2d5534c6xxxx"
  ],
  "advancedSettings": {
    "preferredAgentTimeout": {
      "min": 10,
      "sec": 20
    },
    "isSkillMatchEnabled": true,
    "isAffinityMatchEnabled": true
  }
}

Body Parameters

Parameter Description Type
name Name of the queue. string, required
description Brief description of the queue. string, optional
isAdvancedRoutingEnabled Boolean value to know if advanced routing is enabled or not. For example: True. boolean, optional
hoursOfOperation {Id} Hours of operation ID. For example: 6335486202826111eb3c3759 string, required
hoursOfOperation {name} Hours of operation Name. For example: Default hours of operation. string, optional
agents {userId} You can get this from GET /agents api.
For example: u-ca2cc57f-5c2b-5437-bb07-fe9020d88050
string, required
agents {aId} You can get this from GET /agents api. string, required
agents {name} Name of the agent. string, optional
agents {isPreferredAgent} Is the agent a preferred agent or not. boolean, required
skills {Id} You can get this from GET /skills api. string, required
skills {name} Name of the Skill. string, optional
skills {isExpireEnabled} The skill should expire or not. boolean, required
skills{expireTime} It is required if isExpireEnabled is true. For example: expireTime: {min:5, sec:0} object, optional
agentGroups An array of objects containing agentGroupIds. For example: [“ag-410b641-16ae-4c02-9355-8a47c2b9a296″] array, optional
advancedSettings {preferredAgentTimeout} If the preferred agent is selected, then this is required. For example: Example: preferredAgentTimeout: {min:10} object, optional
advancedSettings {isSkillMatchEnabled} If skill match is enabled. boolean, optional
advancedSettings {isAffinityMatchEnabled} If agent affinity match is enabled. boolean, optional
enableTransferRules To enable the transfer rules. boolean, optional
transferQueues An array containing queueIds. For Example: [“qu-70d0451-bb2a-4cc9-9bdb-ec5c1ccc464c”] array, optional