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 |
| 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 | The number of conversations to be displayed in the response. The default value is 100. For example, 50 | Integer, Optional |
| offset | The number of responses the documents need to Skip. The default value is 0. For example, 10 | Integer, Optional |
Sample Requests
curl --location --request POST 'https://{{host}}/agentassist/api/public/analytics/account/655c4bb112e26942040bxxxx/v2/interactionDetails?offset=0&limit=100' \
--header 'auth: {{YOUR_JWT_ACCESS_TOKEN}}' \
--header 'accountid: 6371bd516c3784060222xxxx' \
--header 'Accept: application/json, text/plain, /' \
--header 'Content-Type: application/json' \
--data-raw '{
"startDate": "2023-08-29",
"endDate": "2023-09-04",
"selectedFields": [
"skills",
"userleveltags",
"sessionleveltags",
"customerinfo"
],
"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": 30,
"data": [
{
"conversationId": "c-5e94ecb-93ac-4a80-839e-c4b41594xxxx",
"sessionId": "64f5e65440863b4ab8b4xxxx",
"channel": "Web/Mobile Client",
"skills": [
{
"id": "64c0d2ea3642d2755604xxxx",
"name": "Default Skill"
},
{
"id": "64c0d4db3642d2755604xxxx",
"name": "Analytics"
},
{
"id": "64c0d4eb3642d2755604xxxx",
"name": "Reporting"
},
{
"id": "64c0d4fd3642d2755604xxxx",
"name": "Marketing"
},
{
"id": "64c0d51f3642d2755604xxxx",
"name": "Finance"
},
{
"id": "64c0d5353642d2755604xxxx",
"name": "Human Resource"
},
{
"id": "64c0d55f3642d2755604xxxx",
"name": "Transaction"
},
{
"id": "64c0d5823642d2755604xxxx",
"name": "Daily Requirements"
},
{
"id": "64c0d5ac3642d2755604xxxx",
"name": "Channel Specific"
},
{
"id": "64d4f7e6503aad74c6efxxxx",
"name": "Sustainable Resource"
}
],
"finalStatus": "CLOSED",
"botId": "st-c5cfde74-a032-55b5-890c-4b571903xxxx",
"dispositions": [
"Resolved"
],
"dispositionRemarks": [
"Consumer needs to transfer to an agent to do CSAT rating. BOT has closed the conversation."
],
"customerinfo": {
"CustomerPhone": "1888456780",
"CenterPhone": "1234567890",
"Direction": "Inbound",
"CustomerFirstName": "John",
"CustomerLastName": "Donne",
"CustomerEmail": "john.donne@gmail.com"
},
"sessionStartTime": "2023-09-04T19:44:44",
"sessionEndTime": "2023-09-04T19:46:46",
"channelSpecificUserId": "cs-9d981363-753c-5826-91dd-7f78d395xxxx/analyticsvalidation@vomoto.com",
"userId": "u-f9474df1-0d21-5415-832d-34300722xxxx",
"destinations": [
{
"destinationType": "QueueEntry",
"queueId": "qu-50dc6e2-4840-4662-8db8-793e0bbexxxx",
"queueName": "Custom",
"EnterTime": "2023-09-04T19:45:15",
"respondingAgent": {
"agentId": "u-1af39fcb-db2b-55ce-84d4-de501fc0xxxx",
"name": "Simon Holland",
"agentNotes": [
"Consumer needs to transfer to an agent to do CSAT rating. BOT has closed the conversation."
],
"email": "simonholland@mailinator.com",
"assignedAt": "2023-09-04T19:45:15",
"destinationType": "AgentSegment",
"status": "Answered",
"acceptedTime": "2023-09-04T19:45:38",
"firstResponseTime": "2023-09-04T19:46:09",
"firstResponseDuration": 31,
"interactionEndTime": "2023-09-04T19:46:30",
"interactionDuration": 53,
"afterCallWorkDuration": 4,
"afterCallWorkEndTime": "2023-09-04T19:46:35"
}
}
],
"csatScore": 5,
"userleveltags": [
{
"name": "accountnum",
"value": "121413243141234132"
}
]
"sessionleveltags": [
{
"name": "audioCodesCallDisconnect",
"value": "1"
},
{
"name": "voiceAgentTransferStart",
"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-a3e6-9e6ae05946ba |
| sessionId | internal value | A bot-generated id for this conversation. | 63bd199c197b3646dadee11b |
| 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 |
| botId | type-prefixed-guid | st-ae8470ab-8ecb-51fb-8e13-c87dc66f4ae4 | |
| 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-176dc66e526 |
| 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-1d0e43b670a5 |
| 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-a071-787650b17b34 |
| 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-ad731f7a3d6a |
| 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 |