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: {{host}}' \
--header 'accept: application/json, text/plain, /' \
--header 'accept-langu{{accountId}}' \
--header 'app-language: en' \
--header 'bot-language: en' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'cookie: _gcl_au=1.11502438879.1669621549; hubspotutk=ef24820cc39323476019ea81d073bc01; __hssrc=1; _hjSessionUser_1992177=eyJpZCI6ImYxYWQ2MxxxxxUxODItNWJjMy05ZGI1LWU1ZjE2ZmViYTE5YiIsImNyZWFxxxxxOjE2Njk2MjE1NDk1NDgsImV4aXN0aW5nIjp0cnVlfQ==; _gid=GA1.21902634580.1670327197; _ga_JW3PWR1JKY=GS1.11670395526.14.01670395526.0.0.0; __hstc=59894770.ef24820cc39323476019ea81d073bc01.1669621552766.1670332174995.1670395535267.15; _ga=GA1.2.174434293.166962xxxx; mp_7888bdd5fedfd65f44bb9a3100fa9e80_mixpanel=%7B%22distinct_id%22%3A%20%22184ebc88e771b7-0efa78ccfb655e-26021151-e1000-184ebc88e788d3%22%2C%22%24device_id%22%3A%20%22184ebc88e771b7-0efa78ccfb655e-26021151-e1000-184ebc88e788d3%2xxxx' \
--header 'referer: https://{{host}}/smartassist/config/queues' \
--header 'sec-ch-ua: "Not?A_Brand";v="8", "Chromium";v="108", "Google Chrome";v="108"' \
--header 'sec-ch-ua-mobile: ?0' \
--header 'sec-ch-ua-platform: "Windows"' \
--header 'sec-fetch-dest: empty' \
--header 'sec-fetch-mode: cors' \
--header 'sec-fetch-site: same-origin' \
--header 'smartassist: true' \
--header 'state: configured' \
--header 'user-agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/108.0.0.0 Safari/537.36' \
--header 'x-request-id: a7c1651c-1b6b-4fe2-b095-8fa41ebfxxxx' \
--header 'x-timezone: Asia/Calcutta' \
--header 'x-timezone-offset: -330' \
--header 'auth: \
--data '{
"startDate":"2025-09-30",
"endDate":"2025-09-30",
"timeZoneOffset":-330
}'
Header Parameters
| Header | Description | Optional/Required |
| accept | Desired response format (for example, application/json) | Optional |
| accept-language | Preferred response language (for example, en-US) | Optional |
| accountId | Unique account identifier | Required |
| app-language | Application display language (for example, en) | Optional |
| content-type | Request body format (application/json;charset=UTF-8) | Required |
| referer | Source application name (for example, smartassist) | Optional |
| auth | JWT authentication token | Required |
| IId | Stream or application id | Required |
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": 10,
"data": [
{
"sessionId": "68db745779cb8cebd651xxxx",
"channel": "Web/Mobile Client",
"sessionStartTime": "2025-09-30T11:40:31",
"sessionEndTime": "2025-09-30T11:40:42",
"botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
"userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
"channelSpecificUserId": "john.doe@example.com",
"orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
"smartStatus": "CLOSED AT BOT",
"reason": "",
"disconnectingEvent": "",
"errorDetails": "",
"finalStatus": "BotResolved",
"automationBotIDs": [
"st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
]
},
{
"sessionId": "68db74b379cb8cebd651xxxx",
"channel": "Web/Mobile Client",
"sessionStartTime": "2025-09-30T11:42:03",
"sessionEndTime": "2025-09-30T11:42:16",
"botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
"userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
"channelSpecificUserId": "jane.doe@example.com",
"orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
"smartStatus": "CLOSED AT BOT",
"reason": "",
"disconnectingEvent": "",
"errorDetails": "",
"finalStatus": "BotResolved",
"automationBotIDs": [
"st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
]
},
{
"sessionId": "68db74e179cb8cebd651xxxx",
"channel": "Web/Mobile Client",
"sessionStartTime": "2025-09-30T11:42:49",
"sessionEndTime": "2025-09-30T11:42:56",
"botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
"userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
"channelSpecificUserId": "john.doe@example.com",
"orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
"smartStatus": "CLOSED AT BOT",
"reason": "",
"disconnectingEvent": "",
"errorDetails": "",
"finalStatus": "BotResolved",
"automationBotIDs": [
"st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
]
},
{
"conversationId": "c-b48e690-7d7c-4e72-9855-a669d688xxxx",
"sessionId": "68db819479cb8cebd651xxxx",
"channel": "Voice",
"isVoicemail": "NO",
"Direction": "Inbound",
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"reason": "Requires Supervisor Attention",
"disconnectingEvent": "Agent Hangup",
"errorDetails": "",
"botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
"dispositions": [
"Requires Supervisor Attention"
],
"dispositionRemarks": [
"The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment. The bot asked the customer to hold while connecting to an available agent. The agent then joined the conversation and greeted the customer."
],
"metaInfo": {
"caller": "+13213xxxxx",
"callee": "+13343xxxxx",
"callerHost": "54.172.60.2",
"userId": "u-4245d01e-6124-587a-85b2-939fe3cfxxxx",
"dialedNumber": "+13343xxxxx",
"agentTransferConfig": {
"skillsIds": [
"6834045b2e9b90fa31c8xxxx",
"6834045b2e9b90fa31c8xxxx"
],
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"isEnabled": false
}
},
"automationBotId": "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx",
"lastIntentName": "Pay Bill",
"lastIntentuserInput": "Can you please pay my bill?",
"dialog_tone": [],
"accountId": "674daf4bc9d17f4dc070xxxx"
},
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#ff4500",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
"_id": "u-4245d01e-6124-587a-85b2-939fe3cfxxxx",
"accountId": "60625df27092898e35d9xxxx",
"identities": [
{
"val": "cs-259844d3-7827-5f33-ae7c-9d790e6dxxxx/9884fdd7-8546-4db8-bb66-5a7fef18xxxx",
"type": "mapped"
},
{
"val": "674daf4bc9d17f4dc070xxxx/korevg/9884fdd7-8546-4db8-bb66-5a7fef18xxxx",
"type": "mapped"
}
],
"transcribeConfig": {
"transcribe": true
}
},
"sessionStartTime": "2025-09-30T12:37:00",
"sessionEndTime": "2025-09-30T12:38:06",
"channelSpecificUserId": "674daf4bc9d17f4dc070xxxx/korevg/9884fdd7-8546-4db8-bb66-5a7fef18xxxx",
"userId": "u-4245d01e-6124-587a-85b2-939fe3cfxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-7a58cc5-0599-4609-817c-873d8384xxxx",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2025-09-30T12:37:11",
"respondingAgent": {
"agentId": "u-e3f58196-0f28-5419-9601-dc136e8dxxxx",
"agentNotes": [
"The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment. The bot asked the customer to hold while connecting to an available agent. The agent then joined the conversation and greeted the customer."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2025-09-30T12:37:20",
"firstResponseDuration": 0,
"interactionEndTime": "2025-09-30T12:38:09",
"interactionDuration": 49,
"afterCallWorkDuration": 4,
"afterCallWorkEndTime": "2025-09-30T12:38:13",
"ConsultingAgents": [
{
"name": "+919550xxxxx",
"acceptedTime": "2025-09-30T12:37:51",
"assignedAt": "2025-09-30T12:37:44",
"consultingEndTime": "2025-09-30T12:38:02"
}
],
"JoinedUsers": [],
"email": "john.doe@example.com",
"name": "John Doe",
"acceptedTime": "2025-09-30T12:37:20",
"assignedAt": "2025-09-30T12:37:16"
}
}
],
"automationBotIDs": [
"st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
]
},
{
"conversationId": "c-c880eb2-0a78-416e-a5b6-b210d033xxxx",
"sessionId": "68db79e679cb8cebd651xxxx",
"channel": "Voice",
"isVoicemail": "NO",
"Direction": "Inbound",
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"reason": "Requires Supervisor Attention",
"disconnectingEvent": "Bot Hangup",
"errorDetails": "",
"botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
"dispositions": [
"Requires Supervisor Attention"
],
"dispositionRemarks": [
"The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment process. The customer agreed to hold, and the bot connected them to an available agent. The agent then took over the conversation."
],
"metaInfo": {
"caller": "+13213xxxxx",
"callee": "+133434xxxxx",
"callerHost": "54.xxx.xx.1",
"userId": "u-c1ca58fb-2208-52f8-9f9c-d542316exxxx",
"dialedNumber": "+133434xxxxx",
"agentTransferConfig": {
"skillsIds": [
"6834045b2e9b90fa31c8xxxx",
"6834045b2e9b90fa31c8xxxx"
],
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"isEnabled": false
}
},
"automationBotId": "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx",
"lastIntentName": "Pay Bill",
"lastIntentuserInput": "Can you please pay my bill?",
"dialog_tone": [],
"accountId": "674daf4bc9d17f4dc070xxxx"
},
"workinghours": {
"workdays": "mon,tue,wed,thu,fri",
"workstart": "8:00 AM",
"workend": "5:00 PM"
},
"profImage": "no-avatar",
"profColour": "#ff4500",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
"_id": "u-c1ca58fb-2208-52f8-9f9c-d542316exxxx",
"accountId": "60625df27092898e35d9xxxx",
"identities": [
{
"val": "cs-259844d3-7827-5f33-ae7c-9d790e6dxxxx/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx",
"type": "mapped"
},
{
"val": "674daf4bc9d17f4dc070xxxx/korevg/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx",
"type": "mapped"
}
],
"transcribeConfig": {
"transcribe": true
}
},
"sessionStartTime": "2025-09-30T12:04:14",
"sessionEndTime": "2025-09-30T12:06:08",
"channelSpecificUserId": "674daf4bc9d17f4dc070xxxx/korevg/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx",
"userId": "u-c1ca58fb-2208-52f8-9f9c-d542316exxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-7a58cc5-0599-4609-817c-873d8384xxxx",
"queueName": "Default Queue",
"CallbackOpted": true,
"CallbackOptedTime": "2025-09-30T06:34:48.810Z",
"userCallbackAcceptTime": "2025-09-30T06:35:00.589Z",
"EnterTime": "2025-09-30T12:04:23",
"respondingAgent": {
"agentId": "u-e3f58196-0f28-5419-9601-dc136e8dxxxx",
"agentNotes": [
"The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment process. The customer agreed to hold, and the bot connected them to an available agent. The agent then took over the conversation."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2025-09-30T12:05:00",
"firstResponseDuration": 0,
"interactionEndTime": "2025-09-30T12:06:10",
"interactionDuration": 70,
"afterCallWorkDuration": 3,
"afterCallWorkEndTime": "2025-09-30T12:06:13",
"ConsultingAgents": [
{
"name": "Jane Doe",
"acceptedTime": "2025-09-30T12:05:45",
"assignedAt": "2025-09-30T12:05:36",
"consultingEndTime": "2025-09-30T12:05:58"
}
],
"JoinedUsers": [],
"email": "john.doe@example.com",
"name": "John Doe",
"acceptedTime": "2025-09-30T12:05:00",
"assignedAt": "2025-09-30T12:04:48"
}
}
],
"automationBotIDs": [
"st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
]
},
{
"conversationId": "c-252425a-903a-469e-b16d-eee318e3xxxx",
"sessionId": "68dcfba48d99cc7cd125xxxx",
"channel": "Web/Mobile Client",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"firstName": "John",
"lastName": "Doe",
"email": "john.doe@example.com",
"phoneNumber": "150551xxxxx",
"identities": [
{
"val": "cs-ddee2921-797d-5751-8786-bf060407xxxx/22f2681a-23d9-420a-9852-5bdab917afd61f1ce2a8-b737-48ee-89b3-bfeeacb3xxxx",
"type": "mapped"
}
],
"agentTransferConfig": {
"overrideAgents": false,
"overrideValues": [],
"assistEvents": {
"startEvent": {
"botId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
"isEnabled": false
}
},
"automationBotId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
"lastIntentName": "agent transfer",
"dialog_tone": []
},
"ipAddress": "123.xxx.xx.xxx",
"hostDomain": "https://eu-platform.kore.ai",
"os": "Windows"
},
"customerinfo": {
"CustomerPhone": "1234567890",
"CenterPhone": "",
"CustomerFirstName": "Jane",
"CustomerLastName": "Doe",
"CustomerEmail": "jane.doe@example.com"
},
"sessionStartTime": "2025-10-01T15:30:04",
"sessionEndTime": "2025-10-01T15:31:01",
"channelSpecificUserId": "cs-ddee2921-797d-5751-8786-bf060407xxxx/22f2681a-23d9-420a-9852-5bdab917afd61f1ce2a8-b737-48ee-89b3-bfeeacb3xxxx",
"userId": "u-fb8994f9-3a52-58ed-8f73-81204e7xxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-577416d-3745-40e7-904c-85ba1a04xxxx",
"queueName": "Default Queue",
"CallbackOpted": false,
"EnterTime": "2025-10-01T15:30:23",
"nonRespondingAgents": [
{
"agentId": "u-3ea001b4-664a-58b6-8108-b8bca375xxxx",
"agentNotes": [
"The customer requested to connect with an agent. The bot acknowledged the request and initiated the transfer process, asking the customer to hold."
],
"destinationType": "AgentSegment",
"email": "john.doe@example.com",
"name": "John Doe",
"assignedAt": "2025-10-01T15:30:35",
"nonResponseEvent": "Supervisor Reassigned"
}
]
},
{
"agentId": "u-3ea001b4-664a-58b6-8108-b8bca375xxxx",
"agentNotes": [
"The customer requested to connect with an agent. The bot acknowledged the request and initiated the transfer process, asking the customer to hold."
],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2025-10-01T15:31:00",
"interactionDuration": 15,
"afterCallWorkDuration": 32,
"afterCallWorkEndTime": "2025-10-01T15:31:32",
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "jane.doe@example.com",
"name": "Jane Doe",
"acceptedTime": "2025-10-01T15:30:45",
"assignedAt": "2025-10-01T15:30:42"
}
],
"userleveltags": [],
"sessionleveltags": []
}
]
}
Response Parameter Definitions
| Parameter 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. Values – Web/Mobile Client, System Mail, or Voice | Web / Mobile Client |
| sessionStartTime | YYYY-MM-DDTHH SS | Start time of the session. | 2023-01-10 2:25:54 |
| sessionEndTime | YYYY-MM-DDTHH SS | End time of the session. | 2023-01-10 2:25:54 |
| botId | type-prefixed-guid | Identifier of the bot involved. | st-ae8470ab-8ecb-51fb-8e13-c87dc66fxxxx |
| userId | type-prefixed-guid | SmartAssist’s own generated user ID | u-8413fd99-4ded-5f6d-8c1a-176dc66xxxx |
| channelSpecificUserId | no known format | User ID passed by the channel | john.doe@example.com |
| orgId | type-prefixed-guid | The organization ID | o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx |
| smartStatus | String | The summarised live status of the session. | CLOSED |
| Reason | character string | The reason for the status. | NO AGENTS AVAILABLE |
| disconnectingEvent | character string | The final event leading to the conversation ending | System Hangup |
| errorDetails | String | Details of any error that occurred. | |
| finalStatus | character string | Completion status of the conversation | CLOSED or BotResolved |
| automationBotIDs | Array | List of automation bots involved in the session. | “st-e5c6ae6b-c388-5acd-93b7-badaxxxx” |
| isVoicemail | Boolean | Indicates if the session was a voicemail. | NO |
| Direction | String | Direction of the call.
Values: Inbound, Outbound. |
Inbound |
| finalStatus | String | Final status of the session | CLOSED |
| dispositions | array of strings | Disposition assigned to the conversation. | [ “Requires Supervisor Attention” ] |
| dispositionRemarks | array of strings | Remarks or notes related to the disposition from the agent. | [” CUSTOMER needs help with Products and Sales. AGENT will connect her with an agent.”] |
| metaInfo | object | Contains custom information, set by the automation | |
| metaInfo.caller | string | Phone number of the caller. | +11234567890 |
| metaInfo.callee | string | Phone number of the person receiving the call | +11234567890 |
| metaInfo.callerHost | string | IP address of the caller. | 12.345.67.8 |
| metaInfo.userId | string | Unique identifier of the user. | u-4245d01e-6124-587a-85b2-939fe3cfxxxx |
| metaInfo.dialedNumber | string | Number dialed by the caller. | +11234567890 |
| metaInfo.agentTransferConfig | object | Contains configuration for agent transfer including skills, bot, and last intent. | |
| metaInfo.agentTransferConfig. skillsIds | array | ID of each skill of the agent handling this conversation | “6834045b2e9b90fa31c8xxxx”, “6834045b2e9b90fa31c8xxxx” |
| metaInfo.agentTransferConfig.overrideAgents | boolean | false | |
| metaInfo.agentTransferConfig.overrideValues | array | ||
| metaInfo.agentTransferConfig.assistEvents | object | Contains configuration for assist-related events. | |
| metaInfo.agentTransferConfig.assistEvents.startEvent | object | Contains configuration details for the assist start event | |
| metaInfo.agentTransferConfig.assistEvents.startEvent.startEvent.isEnabled | boolean | Indicates whether the assist start event is enabled. | false |
| metaInfo.agentTransferConfig.lastIntentName | string | The last intent posted to the bot by the user | Pay Bill |
| metaInfo.agentTransferConfig.lastIntentuserInput | string | The user posted by the user | Can you please pay my bill? |
| metaInfo.agentTransferConfig.dialog_tone | array | ||
| metaInfo.ipAddress | String | IP address from which the user accessed the session. | 123.456.789.876 |
| metaInfo.hostDomain | String | Domain of the platform instance handling the interaction. | |
| metaInfo.os | String | Operating system of the user’s device. | Windows |
| metaInfo.customerinfo | Object | Contains customer details captured during the session. | |
| metaInfo.customerinfo.CustomerPhone | String | Customer’s phone number. | +19876543210 |
| metaInfo.customerinfo.CenterPhone | String | Contact number of the service center | |
| metaInfo.customerinfo.CustomerFirstName | String | Customer’s first name. | John |
| metaInfo.customerinfo.CustomerLastName | String | Customer’s last name | Doe |
| metaInfo.customerinfo.CustomerEmail | String | Customer’s email address. | john.doe@example.com |
| metaInfo.agentTransferConfig.accountId | 674daf4bc9d17f4dc070xxxx | ||
| metaInfo.workinghours | object | Defines the agent’s working days and hours. | |
| metaInfo.workinghours.workdays | String | The working days of the agent | mon,tue,wed,thu,fri |
| metaInfo.workinghours.workstart | String | The time when the agent begins accepting calls | 8:00 AM |
| metaInfo.workinghours.workend | String | The time when the agent stops accepting calls. | 5:00 PM |
| metaInfo.profImage | string | Profile image of the agent. | |
| metaInfo.profColour | String | Profile color code. | #ff4500 |
| metaInfo.jTitle | String | Job title of the agent. | |
| metaInfo.dept | String | Department of the agent. | |
| metaInfo.activationStatus | String | The activation status of agent | active |
| metaInfo.firstName | String | The first name of the agent. | Jane |
| metaInfo.lastName | String | The last name of the agent | Doe |
| metaInfo._id | String | Internal identifier for the user object. | u-c1ca58fb-2208-52f8-9f9c-d542316exxxx |
| metaInfo.identities | Array of objects | Contains the list of mapped identities for the user. | |
| metaInfo.identities.val | string | Mapped identity value. | cs-259844d3-7827-5f33-ae7c-9d790e6d7548/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx |
| metaInfo.identities.type | string | Type of identity mapping | mapped |
| metaInfo.transcribeConfig | object | Configuration for call transcription. | |
| metaInfo.transcribeConfig.transcribe | Boolean | Indicates whether transcription is enabled for the session. | true |
| destinations | array of objects | One object for each Queue or Agent that the call was transferred to. | |
| destinations.destinationType | String | Destination for any transfer – to distinguish a direct-to-agent transfer from a transfer to queue | QueueEntry |
| destinations.queueId | type-prefixed-guid | SmartAssist’s internal ID for the Queue | qu-123dbe9-c752-464d-a9be-1d0e43b6xxxx |
| destinations.queueName | character string | Name of the queue | Residential – Sales |
| destinations.CallbackOpted | Boolean | Indicates whether the customer opted for a callback. | True or False |
| destinations.CallbackOptedTime | String (ISO 8601 datetime) | Timestamp when the customer opted for the callback.
Displayed only if CallbackOpted = true |
2025-09-30T06:34:48.810Z |
| destinations.userCallbackAcceptTime | String (ISO 8601 datetime) | Timestamp when the customer accepted the callback initiated by the agent.
Displayed only if CallbackOpted = true |
2025-09-30T06:35:00.589Z |
| destinations.EnterTime | String (ISO 8601 datetime) | Time at which this conversation entered this queue | 2023-01-10 2:25:54 |
| destinations.respondingAgent | object | Details of the responding agent.
Note: When an agent responds to a conversation after it has been handed over, their details are captured in the respondingAgent object. However, suppose the initially assigned agent does not respond, and the conversation is reassigned to another agent. In that case, details of both the non-responding and responding agents are included in the nonRespondingAgent array of objects. |
|
| destinations.respondingAgent.agentId | type-prefixed-guid | SmartAssist’s internal ID for the agent | u-f3a11f62-57d7-5a9f-a071-787650b1xxxx |
| destinations.respondingAgent.agentNotes | array of strings | Notes provided by the agent. | [“CUSTOMER has a problem with Products and Sales. She needs an agent to help her.”] |
| destinations.respondingAgent.destinationType | string | Type of agent destination. | AgentSegment |
| destinations.respondingAgent.status | string | Status of the conversation with this respondingAgent. | Answered |
| destinations.respondingAgent.firstResponseTime | YYYY-MM-DDTHH SS | The time at which this agent first responded | 2023-01-10 2:25:54 |
| destinations.respondingAgent.firstResponseDuration | integer | Duration in seconds, from the time of the Agent’s acceptance to the time of his first response. | 20 |
| destinations.respondingAgent.interactionEndTime | YYYY-MM-DDTHH SS | The time at which the interaction with this respondingAgent ended. | 2023-01-10 2:25:54 |
| destinations.respondingAgent.interactionDuration | integer | Duration in seconds, from the time of the Agent’s acceptance to the time of the last utterance | 51 |
| destinations.respondingAgent.afterCallWorkDuration | integer | Duration in seconds of the post-call work of this agent. | 8 |
| destinations.respondingAgent.afterCallWorkEndTime | YYYY-MM-DDTHH SS | The time when this agent completed post-call work. | 2023-01-10 2:25:54 |
| destinations.respondingAgent.ConsultingAgents | Array of objects | Contains details of the internal/external agent to whom the primary agent has transferred the call. | |
| destinations.respondingAgent.ConsultingAgents.isMerged | Boolean | Indicates whether the agent’s record is merged with another. | True or False |
| destinations.respondingAgent.ConsultingAgents.name | string | The name or phone number of the external agent | +919876543210 |
| destinations.respondingAgent.ConsultingAgents.acceptedTime | String (ISO 8601 datetime) | The timestamp when the external agent accepted the call. | 2025-09-30T12:05:45 |
| destinations.respondingAgent.ConsultingAgents.assignedAt | String (ISO 8601 datetime) | The timestamp when the call was assigned to the external agent. | 2025-09-30T12:05:36 |
| destinations.respondingAgent.ConsultingAgents.consultingEndTime | String (ISO 8601 datetime) | The timestamp when the call ended. | 2025-09-30T12:05:58 |
| destinations.respondingAgent.JoinedUsers | array | Users who joined the call. | |
| destinations.respondingAgent.email | string | Agent’s email address | john.doe@example.com |
| destinations.respondingAgent.name | character string | Agent’s name | |
| destinations.respondingAgent.assignedAt | YYYY-MM-DDTHH SS | The time at which this conversation was assigned to the Agent | 2023-01-10 2:25:54 |
| destinations.respondingAgent.acceptedTime | YYYY-MM-DDTHH SS | The time at which this Agent accepted this conversation | 2023-01-10 2:25:54 |
| destinations.nonRespondingAgents | Array of objects | Contains details of agents who were assigned to the interaction but did not respond. | |
| destinations.nonRespondingAgents.agentId | String | Unique identifier of the agent who was assigned to the interaction but did not respond. | u-3ea001b4-664a-58b6-8108-b8bca375xxxx |
| destinations.nonRespondingAgents.agentNotes | Array of Strings | List of notes or remarks recorded for the interaction, typically describing customer intent, bot behavior, or agent context. | The customer initiated a conversation with the bot for various requests, including connecting to an agent. |
| destinations.nonRespondingAgents.destinationType | String | Specifies the segment type of the interaction. For non-responding agents, this value is typically “AgentSegment”. | AgentSegment |
| destinations.nonRespondingAgents.email | String | Email address of the agent who was assigned to handle the interaction. | john.doe@example.com |
| destinations.nonRespondingAgents.name | String | Full name of the assigned agent. | John Doe |
| destinations.nonRespondingAgents.assignedAt | String (ISO 8601 datetime) | Timestamp when the agent was assigned to the interaction. | 2025-10-01T13:08:55 |
| destinations.nonRespondingAgents.nonResponseEvent | String | Describes the reason the agent did not respond to the assigned interaction (for example, “Ignored”, “Supervisor Reassigned”). | Ignored |
| userleveltags | array of tag objects | All user-level tags associated with this session | {“name”: “accountnum”,”value”: “121413243141234132” } |
| sessionleveltags | array of tag objects | All session-level tags associated with this session | { “name”: “audioCodesCallDisconnect”, “value”: “1” } |