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://uat-agentassist-az.korebots.com/agentassist/api/public/analytics/account/66bc4a29bdaafdb08461xxxx/
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 'x-request-id: 5912cf37-667a-484e-b075-2c42114dxxxx' \
--header 'x-timezone-offset: -330' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTE3MzUwOGUxLTI5ZjItNWU5MC05NTM
yLTEyMmVjNmI5NDFlMSJ9.rHNRMrmljmodyFXGsJQgoayI34jBixaWI7ClRARxxxx' \
--data '{
"startDate":"2024-11-13",
"endDate":"2024-11-18",
"selectedFields": ["userleveltags", "sessionleveltags", "customerinfo", "skills"],
"isAutomation": false,
"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": 10,
"data": [
{
"conversationId": "c-43bc8a3-782e-436a-a646-755ad98exxxx",
"sessionId": "673b3fd91959d414cb74xxxx",
"channel": "telegram",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "TERMINATED",
"Reason": "NO AGENTS AVAILABLE",
"disconnectingEvent": "System Hangup",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [
"DROP-OFF"
],
"dispositionRemarks": [
"-"
],
"metaInfo": {
"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-6a6e1f08-491f-5248-b2e9-c721c618xxxx",
"customData": {
"isAgentAssistOnly": true,
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"experience": "CHAT"
},
"identities": [
{
"val": "66bc4a29bdaafdb08461xxxx/telegram/518737xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-add30cc-39ac-438e-99c3-05239bc5xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c5b72da-3e86-443a-8d29-e45dc07bxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-53eb348-c3b5-49d9-b274-015b7eacxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-ded65d7-97e5-4017-a66a-aaab914cxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-6c19755-3193-483e-aaed-72ed6c36xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-6d020d6-633e-4c19-ad26-8840dc76xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-6614204-6216-4aeb-b8e5-858aec75xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c26610c-053c-4366-8b38-e51c4cd5xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-cd28511-78e1-462a-ad18-e6e34a47xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-593ac3d-c76e-4dc8-a505-6244684axxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-4db5ea3-e4b9-4ec0-a671-de3c938exxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-51990b2-183b-4e96-b2c8-4b81a21exxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-576295e-e2b4-4628-9c83-647deea5xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-55cbe1e-a8d0-46ba-b680-5a58480exxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-9eb2992-d115-4d3a-9b91-3c70aca9xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-557c0bc-3962-4c76-b889-70210ee6xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-31dcaad-27e6-4ab6-b69a-8bcb0cd4xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxx/agentassist/c-e53657e-2847-4421-b513-571a085axxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-1a0db71-1213-411e-bd95-747b7b8dxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-9698929-aa22-4180-9211-15119284xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-d955841-cd1d-465b-b672-b2dc6232xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-01622a4-1523-4ad4-a4a8-de854c6cxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb0846xxxxx/agentassist/c-1c51025-9e3c-4129-88e9-061b8e49xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-b0ab874-80a9-4e53-8756-85303cdcxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-a6cbdb1-3325-4321-974c-0edb7158xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-e9d9add-c5ab-4b3e-8249-83be26d9xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-42c5b94-be70-4273-a767-43e26a41xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c6038b0-95bc-4db7-8300-8311a26dxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-925152c-e69c-44c8-8ca8-d6baa7a2xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-aa1a4b1-a15d-44b3-8e67-42977d27xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-22b93ce-9d05-447a-9414-59e96435xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-9a675b0-46ba-4614-bedd-2687e976xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-524a935-9a86-4685-a5c9-c8099730xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-605a23a-9a39-4cba-ab98-9edcc428xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-b58e876-b9b5-4b7a-a72d-09b9d5abxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-2a19554-652b-477b-a66b-5428c3caxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-15e52a8-86d9-46c9-a0ee-397cb5c6xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-31d04b5-5226-4c16-928d-c15329eaxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-21e29a0-ca11-45d4-8766-2ba650bexxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-d688385-6bc7-4208-95e4-88d68577xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-bdc6330-8322-421c-9081-0e4b9b24xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-2b02018-1231-4e90-8596-8074cd72xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-548744b-6e9d-4277-80d6-ad57e0c5xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-875e62b-9a4c-461d-8623-6abb210exxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-aa7601a-c70a-4204-a803-c3ed25bdxxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c402c65-e8ba-414e-b939-6a1b3d27xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-a2602dc-52ca-4486-8e3d-2e1b1660xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461xxxx/agentassist/c-b6e0416-8c0b-4c19-bcd2-396bc320xxxx",
"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"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2024-11-18T18:53:37",
"sessionEndTime": "2024-11-18T18:56:39",
"channelSpecificUserId": "66bc4a29bdaafdb08461xxxx/agentassist/c-b6e0416-8c0b-4c19-bcd2-396bc320xxxx",
"userId": "u-6a6e1f08-491f-5248-b2e9-c721c618xxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
"queueName": "Default Queue",
"EnterTime": "2024-11-18T18:53:38"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-d521a77-eec5-4b5c-ba58-ab868457xxxx",
"sessionId": "673b2b6abfc7023ab2f0xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"firstName": "john.doe@abc.com",
"lastName": "",
"emailId": "john.doe@abc.com",
"agentTransferConfig": {
"overrideAgents": false
}
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "john.doe@abc.com",
"CustomerLastName": "",
"CustomerEmail": "john.doe@abc.com"
},
"sessionStartTime": "2024-11-18T17:26:26",
"sessionEndTime": "2024-11-18T17:26:54",
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"destinations": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T17:27:28",
"interactionDuration": 33,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T17:26:54",
"assignedAt": "2024-11-18T17:26:54"
},
{
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer requested to speak with an agent. The agent provided a response
with incomplete or gibberish text."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T17:27:44",
"firstResponseDuration": 11,
"interactionEndTime": "2024-11-18T17:36:43",
"interactionDuration": 550,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T17:27:33",
"assignedAt": "2024-11-18T17:27:29"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-01c1e11-85a2-463d-aa74-37ba3cb3xxxx",
"sessionId": "673b2b05bfc7023ab2f0xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
"firstName": "jane.doe@abc.com",
"lastName": "",
"emailId": "jane.doe@abc.com",
"agentTransferConfig": {
"overrideAgents": false
}
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "jane.doe@abc.com",
"CustomerLastName": "",
"CustomerEmail": "jane.doe@abc.com"
},
"sessionStartTime": "2024-11-18T17:24:45",
"sessionEndTime": "2024-11-18T17:25:16",
"userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
"destinations": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T17:25:28",
"interactionDuration": 12,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T17:25:16",
"assignedAt": "2024-11-18T17:25:16"
},
{
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer requested to speak with an agent. The agent acknowledged the request
and asked the customer to hold while connecting them with the appropriate department."
],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T17:25:49",
"interactionDuration": 16,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T17:25:34",
"assignedAt": "2024-11-18T17:25:29"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-185d9c5-9ac3-4313-8073-8697b2a6xxxx",
"sessionId": "673b29739514b2f61d0fxxxx",
"channel": "Voice",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Hangup",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"caller": "+1234567890",
"callee": "+1987654321",
"callerHost": "50.19.121.248",
"userId": "u-4c44560b-2906-58f0-94bb-e88b2ffbxxxx",
"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": "#00008b",
"jTitle": "",
"dept": "",
"activationStatus": "active",
"firstName": "",
"lastName": "",
"orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
"_id": "u-4c44560b-2906-58f0-94bb-e88b2ffbxxxx",
"identities": [
{
"val": "cs-96d71a16-075b-5212-9988-9c70ebeee6e9/65cb65e5-70ca-4cfb-8a67-dc9ed519xxxx",
"type": "mapped"
},
{
"val": "66bc4a29bdaafdb08461b9f1/korevg/65cb65e5-70ca-4cfb-8a67-dc9ed519xxxx",
"type": "mapped"
}
]
},
"customerinfo": {
"CustomerPhone": "+1234567890",
"CenterPhone": "+1987654321",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2024-11-18T17:18:03",
"sessionEndTime": "2024-11-18T17:20:01",
"channelSpecificUserId": "66bc4a29bdaafdb08461b9f1/korevg/65cb65e5-70ca-4cfb-8a67-dc9ed519xxxx",
"userId": "u-4c44560b-2906-58f0-94bb-e88b2ffbxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
"queueName": "Default Queue",
"EnterTime": "2024-11-18T17:18:04",
"respondingAgent": {
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer requested to be transferred to an agent. The bot acknowledged the request
and informed the customer that it would be transferred to an available agent. The agent greeted the customer,
but no further conversation was mentioned by the customer."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T17:18:20",
"firstResponseDuration": 0,
"interactionEndTime": "2024-11-18T17:20:04",
"interactionDuration": 104,
"holdDuration": 57,
"ConsultingAgents": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T17:18:55",
"assignedAt": "2024-11-18T17:18:41",
"consultingEndTime": "2024-11-18T17:19:57"
}
],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T17:18:20",
"assignedAt": "2024-11-18T17:18:05"
}
}
],
"userleveltags": [],
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
},
{
"name": "callerNumber",
"value": "+1234567890"
},
{
"name": "voiceAgentTransferStart",
"value": "1"
},
{
"name": "welcomeMessageTwilio",
"value": "1"
}
]
},
{
"conversationId": "c-66a640e-4b8c-4262-a5c8-22a93659xxxx",
"sessionId": "673b2833bfc7023ab2f0xxxx",
"channel": "Voice",
"isVoicemail": "NO",
"Direction": "Outbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Hangup",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-6e2706a7-266a-5339-aa1f-8599b8eaxxxx",
"firstName": "",
"lastName": "",
"caller": "+234567890",
"callee": "+919876543210",
"countryCode": "91",
"dialedNumber": "+1234567890",
"endUserNumber": "+919876543210",
"agentTransferConfig": {
"overrideAgents": false
}
},
"customerinfo": {
"CustomerPhone": "+1234567890",
"CenterPhone": "+919876543210",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2024-11-18T17:12:43",
"sessionEndTime": "2024-11-18T17:13:29",
"userId": "u-6e2706a7-266a-5339-aa1f-8599b8eaxxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
"respondingAgent": {
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T17:13:06",
"interactionDuration": 23,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T17:12:43",
"assignedAt": "2024-11-18T17:12:43"
}
},
{
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer requested to speak with an agent. The agent responded with just."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T17:13:12",
"firstResponseDuration": 0,
"interactionEndTime": "2024-11-18T17:13:29",
"interactionDuration": 18,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T17:13:12",
"assignedAt": "2024-11-18T17:13:08"
}
],
"userleveltags": [],
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
}
]
},
{
"conversationId": "c-c613d89-2c52-400d-9e0a-d85804e1xxxx",
"sessionId": "673b2813bfc7023ab2f0xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "TRANSIENT_OPEN",
"smartStatus": "",
"Reason": "",
"disconnectingEvent": "",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-8292e5ee-9187-5853-8b79-17b263f0xxxx",
"firstName": "",
"lastName": ""
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2024-11-18T17:12:11",
"sessionEndTime": "2024-11-18T17:12:11",
"userId": "u-8292e5ee-9187-5853-8b79-17b263f0xxxx",
"destinations": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"assignedAt": "2024-11-18T17:12:11"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-e43cac4-a406-4583-8a6b-3d2e11eaxxxx",
"sessionId": "673b27debfc7023ab2f0xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
"firstName": "john.doe@abc.com",
"lastName": "",
"emailId": "john.doe@abc.com"
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "jane.doe@abc.com",
"CustomerLastName": "",
"CustomerEmail": "jane.doe@abc.com"
},
"sessionStartTime": "2024-11-18T17:11:18",
"sessionEndTime": "2024-11-18T17:11:47",
"userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
"destinations": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [
"The customer requested to speak with an agent. The agent acknowledged the request
and asked the customer to hold while connecting them with the appropriate department."
],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T17:12:00",
"interactionDuration": 13,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T17:11:47",
"assignedAt": "2024-11-18T17:11:47"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-e190a93-aa89-4933-95b9-d6dedc5axxxx",
"sessionId": "673b264cbfc7023ab2f0xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"firstName": "john.doe@abc.com",
"lastName": "",
"emailId": "john.doe@abc.com",
"agentTransferConfig": {
"overrideAgents": false
}
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "jane.doe@abc.com",
"CustomerLastName": "",
"CustomerEmail": "jane.doe@abc.com"
},
"sessionStartTime": "2024-11-18T17:04:36",
"sessionEndTime": "2024-11-18T17:06:10",
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"destinations": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T17:05:15",
"interactionDuration": 7,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T17:05:09",
"assignedAt": "2024-11-18T17:05:09"
},
{
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer initiated a conversation with the agent, who responded with standard greetings.
The customer did not mention any specific issues or requests during the conversation.
The conversation ended without the customer or agent raising any problems or requesting any action."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T17:05:28",
"firstResponseDuration": 8,
"interactionEndTime": "2024-11-18T17:06:58",
"interactionDuration": 98,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T17:05:20",
"assignedAt": "2024-11-18T17:05:16"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-8741e16-0d99-4da2-9222-d863c400xxxx",
"sessionId": "673b2420bfc7023ab2f0xxxx",
"channel": "Jones ",
"isVoicemail": "NO",
"Direction": "Inbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Closed",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"firstName": "john.doe@abc.com",
"lastName": "",
"emailId": "john.doe@abc.com",
"agentTransferConfig": {
"overrideAgents": false
}
},
"customerinfo": {
"CustomerPhone": "",
"CenterPhone": "",
"CustomerFirstName": "jane.doe@abc.com",
"CustomerLastName": "",
"CustomerEmail": "jane.doe@abc.com"
},
"sessionStartTime": "2024-11-18T16:55:20",
"sessionEndTime": "2024-11-18T16:57:51",
"userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
"destinations": [
{
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"interactionEndTime": "2024-11-18T16:56:33",
"interactionDuration": 39,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T16:55:54",
"assignedAt": "2024-11-18T16:55:54"
},
{
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer initiated a conversation with the agent, but the conversation was brief
and did not contain any specific issues or requests. The customer did not provide any specific details about their
problem or request. The agent's responses were brief and included generic greetings and phrases.
There was no clear resolution or action taken in the conversation."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T16:57:08",
"firstResponseDuration": 28,
"interactionEndTime": "2024-11-18T17:00:54",
"interactionDuration": 254,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T16:56:40",
"assignedAt": "2024-11-18T16:56:34"
}
],
"userleveltags": [],
"sessionleveltags": []
},
{
"conversationId": "c-504a3dc-4252-4b29-986c-4c4cbccaxxxx",
"sessionId": "673b22bfbfc7023ab2f0xxxx",
"channel": "Voice",
"isVoicemail": "NO",
"Direction": "Outbound",
"skills": [],
"finalStatus": "CLOSED",
"smartStatus": "CLOSED",
"Reason": "",
"disconnectingEvent": "Agent Hangup",
"botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
"dispositions": [],
"dispositionRemarks": [],
"metaInfo": {
"userId": "u-a81d05ce-d4d9-5a20-bca7-89fa8b6exxxx",
"firstName": "",
"lastName": "",
"caller": "+1234567890",
"callee": "+919876543210",
"countryCode": "91",
"dialedNumber": "+1234567890",
"endUserNumber": "+919876543210",
"agentTransferConfig": {
"overrideAgents": false
}
},
"customerinfo": {
"CustomerPhone": "+1234567890",
"CenterPhone": "+919876543210",
"CustomerFirstName": "",
"CustomerLastName": "",
"CustomerEmail": ""
},
"sessionStartTime": "2024-11-18T16:49:27",
"sessionEndTime": "2024-11-18T16:50:30",
"userId": "u-a81d05ce-d4d9-5a20-bca7-89fa8b6exxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
"respondingAgent": {
"agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
"agentNotes": [],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T16:49:41",
"firstResponseDuration": 14,
"interactionEndTime": "2024-11-18T16:50:02",
"interactionDuration": 35,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "uataug14th@mailinator.com",
"name": "UATAug14th 01",
"acceptedTime": "2024-11-18T16:49:27",
"assignedAt": "2024-11-18T16:49:27"
}
},
{
"agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
"agentNotes": [
"The customer initiated the conversation with a greeting. The agent responded with a similar
greeting, but did not provide any specific assistance or information. The conversation ended abruptly without the customer
or agent mentioning an issue or requesting a resolution."
],
"destinationType": "AgentSegment",
"status": "Answered",
"firstResponseTime": "2024-11-18T16:50:14",
"firstResponseDuration": 0,
"interactionEndTime": "2024-11-18T16:50:30",
"interactionDuration": 16,
"ConsultingAgents": [],
"JoinedUsers": [],
"email": "newrole01@mailinator.com",
"name": "New Role 01",
"acceptedTime": "2024-11-18T16:50:14",
"assignedAt": "2024-11-18T16:50:05"
}
],
"userleveltags": [],
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
}
]
}
]
}
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 |
| Reason | character string | The reason for the status. Learn more. | NO AGENTS AVAILABLE |
| disconnectingEvent | character string | The final event leading to the conversation ending
|
System Hangup |
| 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 |