To retrieve the raw data for all conversations in a very detailed view. The days’ range cannot be more than 7 days.
| Method | POST |
| Endpoint | https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/interactionDetails?offset=0&limit=100 |
| Content Type | application/json |
| Authorization | auth: {{JWT}}See How to generate the JWT Token. |
| API Scope | SmartAssist Analytics |
Path Parameters
| Parameter | Description | Type |
|---|---|---|
| host | Environment URL, for example, https://smartassist.kore.ai | String, Required |
| accountId | The Account Id | String, Required |
Query Parameters
| Parameter | Description | Type |
|---|---|---|
| limit | Specifies the number of bot records to retrieve, with a maximum limit of 100. For example, 50 | Integer, Optional |
| offset | Defines the number of pages to skip or retrieve. Defaults to 0 if unspecified, with a maximum value of 10. For example, 10 | Integer, Optional |
Sample Requests
curl --location 'https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/interactiondetails?offset=0&limit=100' \
--header 'authority: staging-smartassist.kore.ai' \
--header 'accept: application/json, text/plain, /' \
--header 'accountid: 66bc4a29bdaafdb08461xxxx' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'referer: https://staging-smartassist.kore.ai/smartassist/config/queues' \
--header 'x-request-id: 5912cf37-667a-484e-b075-2c42114dxxxx' \
--header 'x-timezone-offset: -330' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTE3MzUwOGUxLTI5ZjItNWU5MC05NTMyLTEyMmVjNmI5NDFlMSJ9.rHNRMrmljmodyFXGsJQgoayI34jBixaWI7ClRARxxxx' \
--data '{
"startDate":"2024-09-26",
"endDate":"2024-09-26",
"selectedFields": ["userleveltags", "sessionleveltags", "customerinfo", "skills"],
"timeZoneOffset":-330
}'
Body Parameters
| Parameter | Description | Type |
|---|---|---|
| startDate | The start date from which the records need to be considered. The date format is: yyyy-mm-dd HH24:mm:ssFor Example, 2022-08-25 07:20:15 |
DateTime, Required |
| endDate | The end date from which the records need to be considered. The date format is: yyyy-mm-dd HH24:mm:ssFor Example, 2022-08-25 18:20:15 |
DateTime, Required |
| timeZoneOffset | The time zone offset. For Example, -330,630,-500 |
Number, Required |
| selectedFields.skills | The skill id and skill name. For example, “id”: “64c0d4eb3642d2755604xxxx”, “name”: “Reporting” | array[string], Optional |
| selectedFields.userleveltags | Tags added to the user’s profile information to capture user information. For example, “accountnum”, “value”: “121413243141234132” | array[string], Optional |
| selectedFields.sessionleveltags | Tags that can be added at the current session of the user. These can be used to track the conversation sessions from a specific time frame. For Example, “name”: “audioCodesCallDisconnect”, “value”: “1” | array[string], Optional |
| selectedFields.customerinfo | The Customer information passed in the request. For example, “CustomerPhone”: “1888456780”, “CenterPhone”: “1234567890”, “Direction”: “Inbound”, “CustomerFirstName”: “John”, “CustomerLastName”: “Donne”, “CustomerEmail”: “john.donne@gmail.com” | array[string], Optional |
| channels | The different channels. For Example, ['rtm', 'voice'] |
array[string], Optional |
| queues | The list of queue ids in the instance bots. | array[string], Optional |
| bots | The list of instance bot ids in the account. | array[string], Optional |
Sample Response
{
"numResults": 38,
"data": [
{
"sessionId": "66f4f3aa205c5afb97d3xxxx",
"channel": "Jones ",
"sessionStartTime": "2024-09-26T11:09:54",
"sessionEndTime": "2024-09-26T11:09:55",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"channelSpecificUserId": "66bc4a29bdaafdb08461xxxx/john.doe@domain.com",
"orgId": "o-da77ca21-1719-5833-b17b-6f4f6ef1xxxx",
"smartStatus": "CLOSED AT BOT",
"finalStatus": "Dropped",
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"Direction": "Inbound",
"CustomerFirstName": "John",
"CustomerLastName": "Doe",
"CustomerEmail": "john.doe@domain.com"
},
"skills": [],
"userleveltags": [],
"sessionleveltags": []
},
{
"sessionId": "66f55f1caca47e4a408axxxx",
"channel": "voice",
"sessionStartTime": "2024-09-26T18:48:20",
"sessionEndTime": "2024-09-27T00:19:14",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"userId": "u-c047b1df-90ba-503a-aee1-208cbea1xxxx",
"channelSpecificUserId": "cs-96d71a16-075b-5212-9988-9c70ebeexxxx/3be2f396-0be3-4677-b277-e3325f79xxxx",
"orgId": "o-da77ca21-1719-5833-b17b-6f4f6ef1xxxx",
"smartStatus": "CLOSED AT BOT",
"customerinfo": {
"CustomerPhone": "+123456789",
"CenterPhone": "+1987654321",
"Direction": "Inbound",
"CustomerFirstName": "Jane",
"CustomerLastName": "Doe",
"CustomerEmail": "jane.doe@domain.com"
},
"skills": [],
"userleveltags": [],
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
},
{
"name": "callerNumber",
"value": "+123456789"
},
{
"name": "welcomeMessageTwilio",
"value": "1"
}
]
},
{
"sessionId": "66f55f81aca47e4a408axxxx",
"channel": "voice",
"sessionStartTime": "2024-09-26T18:50:01",
"sessionEndTime": "2024-09-27T00:20:54",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847axxxx",
"userId": "u-7b0c1536-88b3-51a0-8294-77df025xxxx",
"channelSpecificUserId": "cs-96d71a16-075b-5212-9988-9c70ebeexxxx/dfc9e120-3158-4da0-8d37-9422f248xxxx",
"orgId": "o-da77ca21-1719-5833-b17b-6f4f6ef1xxxx",
"smartStatus": "CLOSED AT BOT",
"customerinfo": {
"CustomerPhone": "+123456789",
"CenterPhone": "+1987654321",
"Direction": "Inbound",
"CustomerFirstName": "John",
"CustomerLastName": "Smith",
"CustomerEmail": "john.smith@domain.com"
},
"skills": [],
"userleveltags": [],
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
},
{
"name": "callerNumber",
"value": "+123456789"
},
{
"name": "welcomeMessageTwilio",
"value": "1"
}
]
},
{
"conversationId": "c-4600ad5-5333-4655-a1de-219c1101xxxx",
"sessionId": "66f57e87aca47e4a408xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "TERMINATED",
"statusDetail": "NO AGENTS AVAILABLE",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847axxxx",
"dispositions": [
"DROP-OFF"
],
"dispositionRemarks": [],
"metaInfo": {
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#ff0000",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "John",
"lastName": "Doe",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
"_id": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"customData": {
"isAgentAssistOnly": true,
"agentId": null,
"experience": "CHAT"
},
"identities": [
{
"val": "66bc4a29bdaafdb0846xxxxx/john.doe@domain.com",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxx/agentassist/c-08c8086-9da3-486c-8379-e295ed2xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxx/agentassist/c-448b3d2-eb67-4270-b288-bbe3a917xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-ebdcd19-50e2-4cc9-9e44-cd9b174dxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxx/agentassist/c-19820ec-3650-49c5-8800-364de978xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-5152028-d892-4e81-ba32-3e034bexxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-024e496-701a-45aa-a007-bec260b6xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-a1d1d81-b483-4eb0-89ba-2b8b4154xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-a0b165b-e567-4381-bd54-95a218a5xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-893000e-0ce0-449d-9020-095d883xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-5c1c63e-33bb-4b20-a58a-a521007xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-cd0a99a-066d-4d32-acb5-eaa3185xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-25c24cd-191a-4cea-872e-5dcaee3xxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-0d44d07-6d3e-472c-8e6a-6006d7d2xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-d3c1852-62a7-4b54-a497-7443404xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxx/agentassist/c-55bed06-cd8e-405b-a004-4337c3bbxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxx/agentassist/c-8425d77-a35b-4903-989d-dedce78xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-93c4396-65eb-4b97-b806-7850b33axxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-e166877-6264-4dec-bbd7-3a60ebb5xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-ea89a1a-b206-4269-bde6-85865c94xxxx",
"type": "mapped"
}
],
"agentTransferConfig": {
"skillsIds": [],
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"isEnabled": false
}
},
"lastIntentName": "ConnectToAgent",
"automationBotId": "st-bdc0f473-406d-59bd-bd15-0d1b80afxxxx"
},
"hostDomain": "uat-az.korebots.com",
"fullName": "John Smith",
"to": "jane.doe@domain.com"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "John",
"CustomerLastName": "Smith",
"CustomerEmail": "john.smith@domain.com"
},
"sessionStartTime": "2024-09-26T21:02:23",
"sessionEndTime": "2024-09-26T21:05:25",
"channelSpecificUserId": "66bc4a29bdaafdb08461xxxx/agentassist/c-ea89a1a-b206-4269-bde6-85865c94xxxx",
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"destinations": [],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-ec568a6-b300-41c6-a9c7-ea298e9cxxxx",
"sessionId": "66f57833aca47e4a408axxxx",
"channel": "voice",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "ACTIVE",
"smartStatus": "",
"statusDetail": "",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"caller": "+123456789",
"callee": "+1987654321",
"callerHost": "50.19.121.248",
"userId": "u-59c3c244-f59e-5163-b515-7afb8abfxxxx",
"dialedNumber": "+1987654321",
"agentTransferConfig": {
"skillsIds": [],
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"isEnabled": false
}
},
"lastIntentName": "ConnectToAgent",
"automationBotId": "st-bdc0f473-406d-59bd-bd15-0d1b80afxxxx",
"accountId": "66bc4a29bdaafdb08461xxxx"
},
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#add8e6",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
"_id": "u-59c3c244-f59e-5163-b515-7afb8abfxxxx",
"identities": [
{
"val": "cs-96d71a16-075b-5212-9988-9c70ebeexxxx/03ae7421-6672-4df4-8878-25d23c2axxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/korevg/03ae7421-6672-4df4-8878-25d23c2axxxx",
"type": "mapped"
}
]
},
"customerinfo": {
"CustomerPhone": "+123456789",
"CenterPhone": "+1987654321",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2024-09-26T20:35:23",
"sessionEndTime": "2024-09-26T20:41:00",
"channelSpecificUserId": "66bc4a29bdaafdb08461xxxx/korevg/03ae7421-6672-4df4-8878-25d23c2axxxx",
"userId": "u-59c3c244-f59e-5163-b515-7afb8abxxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
"queueName": "Default Queue",
"EnterTime": "2024-09-26T20:35:24",
"respondingAgent": {
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-09-26T20:35:55",
"firstResponseDuration": 0,
"interactionEndTime": "2024-09-26T20:36:57",
"interactionDuration": 61,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "john.doe@domain.com",
"name": "John Doe",
"acceptedTime": "2024-09-26T20:35:55",
"assignedAt": "2024-09-26T20:35:51"
}
}
]
}
}
}
Response Parameter Definitions
| Field name | Type and format | Description | Example |
| conversationId | type-prefixed-guid | An ID generated by SmartAssist for this conversation. | c-7b08889-539d-408d-a3e6-9e6ae059xxxx |
| sessionId | internal value | A bot-generated ID for this conversation. | 63bd199c197b3646dadexxxx |
| channel | character string | Name of the channel | Web / Mobile Client |
| skills | array of skill objects | ID and name of each skill associated with this conversation | { “id”: “64c0d5353642d2755604xxxx”, “name”: “Platinum Customer” } |
| finalStatus | character string | Completion status of the conversation | CLOSED |
| smartStatus | character string | Conversation status | TERMINATED |
| statusDetail | character string | Details regarding the status | NO AGENTS AVAILABLE |
| botId | type-prefixed-guid | st-ae8470ab-8ecb-51fb-8e13-c87dc66fxxxx | |
| Direction | Inbound or Outbound | ||
| dispositions | array of strings | Disposition codes | [ “ESCALATED” ] |
| dispositionRemarks | array of strings | Final remarks from the agent | [” CUSTOMER needs help with Products and Sales. AGENT will connect her with an agent.”] |
| customerInfo | object | Info on the caller obtained on a best-efforts basis | { “CustomerPhone”: “1888456780”, “CenterPhone”: “1234567890”,”CustomerFirstName”: “John”,”CustomerLastName”: “Donne”,”CustomerEmail”: “john.donne@gmail.com” } |
| metaInfo | object | Contains custom information, set by the automation | |
| sessionStartTime | YYYY-MM-DDTHH:mm:SS | Start time of the session. | 2023-01-10 2:25:54 |
| sessionEndTime | YYYY-MM-DDTHH:mm:SS | End time of the session. | 2023-01-10 2:25:54 |
| channelSpecificUserId | no known format | User id passed by the channel | |
| userId | type-prefixed-guid | SmartAssist’s own generated user id | u-8413fd99-4ded-5f6d-8c1a-176dc66xxxx |
| destinations | array of objects | One object for each Queue or Agent that the call was transferred to. | |
| destination.destinationType | QueueEntry | AgentSegment | Destination for any transfer – to distinguish a direct-to-agent transfer from a transfer to queue. | |
| csatScore | integer | CSAT score assigned by consumer (1 – 5) | 3 |
| csatFeedback | string | Survey comment entered by consumer. | |
| QueueEntry.queueId | type-prefixed-guid | SmartAssist’s internal ID for the Queue | qu-123dbe9-c752-464d-a9be-1d0e43b6xxxx |
| QueueEntry.queueName | character string | Name of the queue | Residential – Sales |
| QueueEntry.EnterTime | YYYY-MM-DDTHH:mm:SS | Time at which this conversation entered this queue | 2023-01-10 2:25:54 |
| QueueEntry.respondingAgent | an AgentSegment object | Details of the responding agent. | |
| QueueEntry.respondingAgent.agentId | type-prefixed-guid | SmartAssist’s internal ID for the agent | u-f3a11f62-57d7-5a9f-a071-787650b1xxxx |
| QueueEntry.respondingAgent.name | character string | Agent’s name | Jared Smith |
| QueueEntry.respondingAgent.agentNotes | array of strings | Notes from each agent. | [“CUSTOMER has a problem with Products and Sales. She needs an agent to help her.”] |
| QueueEntry.respondingAgent.destinationType | AgentSegment | A constant value. | |
| QueueEntry.respondingAgent.email | full-email-id@employer.com | Agent’s email address | jared.smith@example.com |
| QueueEntry.respondingAgent.assignedAt | YYYY-MM-DDTHH:mm:SS | The time at which the Queue assigned this contact to this Agent | 2023-01-10 2:25:54 |
| QueueEntry.respondingAgent.acceptedTime | YYYY-MM-DDTHH:mm:SS | The time at which this Agent accepted this contact | 2023-01-10 2:25:54 |
| QueueEntry.respondingAgent.status | Answered | | Status of the conversation with this respondingAgent. | |
| QueueEntry.respondingAgent.firstResponseTime | YYYY-MM-DDTHH:mm:SS | The time at which this Agent first responded | 2023-01-10 2:25:54 |
| QueueEntry.respondingAgent.firstResponseDuration | integer | Duration in seconds, from the time of Agent’s acceptance to the time of his first response. | 20 |
| QueueEntry.respondingAgent.interactionEndTime | YYYY-MM-DDTHH:mm:SS | The time at which the interaction with this respondingAgent ended. | 2023-01-10 2:25:54 |
| QueueEntry.respondingAgent.interactionDuration | integer | Duration in seconds, from the time of Agent’s acceptance to the time of the last utterance between the agent and the end user. | 51 |
| QueueEntry.respondingAgent.afterCallWorkDuration | integer | Duration in seconds, of the post-call-work of this agent. | 8 |
| QueueEntry.respondingAgent.afterCallWorkEndTime | YYYY-MM-DDTHH:mm:SS | The time when this agent completed post-call work. | 2023-01-10 2:25:54 |
| QueueEntry.nonRespondingAgents | array of nonRespondingAgent objects | Details of agents who did not accept the contact. | |
| QueueEntry.nonRespondingAgent.agentId | type-prefixed-guid | SmartAssist’s internal ID for the Agent | u-93e53753-0ea0-5168-b8ae-ad731f7axxxx |
| QueueEntry.nonRespondingAgent.name | character string | Agent’s name | Diarmuid O’Scannlain |
| QueueEntry.nonRespondingAgent.email | Agent’s email address | di.oscannlain@example.com | |
| QueueEntry.nonRespondingAgent.assignedAt | YYYY-MM-DDTHH:mm:SS | The time when this agent was assigned this contact. | 2023-01-10 2:25:54 |
| userleveltags | array of tag objects | All user-level tags associated with this session | {“name”: “accountnum”,”value”: “121413243141234132” } |
| sessionleveltags | All session-level tags associated with this session |