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
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Limitations With Accounts Using AudioCodes
Agent Transfer
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Dispositions
Language & Speech
Overview
Language Management
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Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
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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

Queue Size

To get the queueDetails by giving queueId and filters with the given stream Id.

Method POST
Endpoint https://{host}/agentassist/api/v1/public/{{:streamId}}/monitor/
queueStatsById/{{:queueId}}
Content-Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token.
API Scope SmartAssist Analytics

Query Parameters

Parameter Description Type
Host The Environment URL. For example, https://smartassist.kore.ai String, Required
queueId You can get the queueId in the /queues GET API. String, Required
BotId BotId or StreamId. You can access it from the General Settings page of the bot. String, Required

Sample Request

curl --location 'https://smartassist.kore.ai/agentassist/api/v1/public/st-3bf09bef-f979-5489-b337-f465bd5d2f4/monitor/queueStatsById/qu-895dc0c-a83e-4d25-9517-dbb2ccda5920/' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTNmYzQwYTcyLThiNGUtNWNlMy1iY2E3LThjYTcwZTQxYTQwZCJ9.ssiizteAJB0pdV2BYhILSRp12TAJ2V4cHWzpjp3SU8I' \
--header 'accountId: 637368b4a1d031234ba63bbf' \
--header 'Content-Type: application/json' \
--data '{
"languages": ["en", "es"],
"channels": ["rtm", "msteams"]
}'

Request Parameters

Parameter Description Required/Optional Type
Channels To filter the results based on the channel. Only SmartAssist supported channels can be given and should be selected from the following:
[“rtm”, “ivr”, “sms”, “slack”, “facebook”, “kore”, “spark”, “skype”, “msteams”, “twitter”, “telegram”, “wfacebook”, “ringcentral”, “skypeforbusiness”, “jabber”, “yammer”, “whatsapp”, “line”, “liveperson”, “mattermost”, “wechat”, “web-sdk”, “rcs”, “skypeonprem”, “unblu”, “audiocodes”, “alexa”, “twiliovoice”, “ivrVoice”, “korevg”, “email”, “emailConnect”]
 “rtm” : Web/Mobile Client channel
“ivr” : agentassist channel
Optional Array of strings
Languages To filter the results based on the bot language i.e interaction language with the bot.
Only Smartassist supported languages can be selected and should be selected from the following:
[“en”, “de”, “es”, “fr”, “pt”, “it”, “zh_cn”, “zh_tw”, “id”, “ko”, “nl”, “ja”, “ar”, “fi”, “ru”, ‘pl”, “uk”, “sv”, “kk”, “nb”, “hi”, “te”, “ta”, “mr”, “ca”, “sl”, “ge” ]
Here “en” : English
“de” : German
“es” : spanish
“fr” : french
“pt” : Portuguese
“it” : Indonesian
“zh_cn” : Chinese
“zh_tw” :
“id” : Indonesian
“ko” : Korean
“nl” : Dutch
“ja” : Japanese
“ar” : Arabic
“fi” : Finnish
“ru” : Russian
“pl” : Polish
“uk” : Ukrainian
“sv” : Swedish
“kk” : Kazakh
“nb” : Norwegian
“hi” : Hindi
“te” : Telugu
“ta” : Tamil
“mr” : Marathi
“ca” : Catalan
“sl” : Slovenian
“ge” : Georgia
Optional Array of strings

Sample Response

[
    {
        "queueId": "qu-aa16c29-08b2-4948-aa00-a6a3547e57ab",
        "queueName": "Default Queue",
        "skills": [],
        "waiting": 0,
        "engaged": 0,
        "dropOff": 44,
        "agentStatus": {
            "available": 1,
            "offline": 0,
            "busy": 0,
            "away": 0
        },
        "noOfAgents": 1,
        "queueSummary": {
            "avgWait": 0,
            "maxWait": 0,
            "ASA": 0  // ASA - Average Speed to Answer
        }
    }
]

Queue Size

To get the queueDetails by giving queueId and filters with the given stream Id.

Method POST
Endpoint https://{host}/agentassist/api/v1/public/{{:streamId}}/monitor/
queueStatsById/{{:queueId}}
Content-Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token.
API Scope SmartAssist Analytics

Query Parameters

Parameter Description Type
Host The Environment URL. For example, https://smartassist.kore.ai String, Required
queueId You can get the queueId in the /queues GET API. String, Required
BotId BotId or StreamId. You can access it from the General Settings page of the bot. String, Required

Sample Request

curl --location 'https://smartassist.kore.ai/agentassist/api/v1/public/st-3bf09bef-f979-5489-b337-f465bd5d2f4/monitor/queueStatsById/qu-895dc0c-a83e-4d25-9517-dbb2ccda5920/' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTNmYzQwYTcyLThiNGUtNWNlMy1iY2E3LThjYTcwZTQxYTQwZCJ9.ssiizteAJB0pdV2BYhILSRp12TAJ2V4cHWzpjp3SU8I' \
--header 'accountId: 637368b4a1d031234ba63bbf' \
--header 'Content-Type: application/json' \
--data '{
"languages": ["en", "es"],
"channels": ["rtm", "msteams"]
}'

Request Parameters

Parameter Description Required/Optional Type
Channels To filter the results based on the channel. Only SmartAssist supported channels can be given and should be selected from the following:
[“rtm”, “ivr”, “sms”, “slack”, “facebook”, “kore”, “spark”, “skype”, “msteams”, “twitter”, “telegram”, “wfacebook”, “ringcentral”, “skypeforbusiness”, “jabber”, “yammer”, “whatsapp”, “line”, “liveperson”, “mattermost”, “wechat”, “web-sdk”, “rcs”, “skypeonprem”, “unblu”, “audiocodes”, “alexa”, “twiliovoice”, “ivrVoice”, “korevg”, “email”, “emailConnect”]
 “rtm” : Web/Mobile Client channel
“ivr” : agentassist channel
Optional Array of strings
Languages To filter the results based on the bot language i.e interaction language with the bot.
Only Smartassist supported languages can be selected and should be selected from the following:
[“en”, “de”, “es”, “fr”, “pt”, “it”, “zh_cn”, “zh_tw”, “id”, “ko”, “nl”, “ja”, “ar”, “fi”, “ru”, ‘pl”, “uk”, “sv”, “kk”, “nb”, “hi”, “te”, “ta”, “mr”, “ca”, “sl”, “ge” ]
Here “en” : English
“de” : German
“es” : spanish
“fr” : french
“pt” : Portuguese
“it” : Indonesian
“zh_cn” : Chinese
“zh_tw” :
“id” : Indonesian
“ko” : Korean
“nl” : Dutch
“ja” : Japanese
“ar” : Arabic
“fi” : Finnish
“ru” : Russian
“pl” : Polish
“uk” : Ukrainian
“sv” : Swedish
“kk” : Kazakh
“nb” : Norwegian
“hi” : Hindi
“te” : Telugu
“ta” : Tamil
“mr” : Marathi
“ca” : Catalan
“sl” : Slovenian
“ge” : Georgia
Optional Array of strings

Sample Response

[
    {
        "queueId": "qu-aa16c29-08b2-4948-aa00-a6a3547e57ab",
        "queueName": "Default Queue",
        "skills": [],
        "waiting": 0,
        "engaged": 0,
        "dropOff": 44,
        "agentStatus": {
            "available": 1,
            "offline": 0,
            "busy": 0,
            "away": 0
        },
        "noOfAgents": 1,
        "queueSummary": {
            "avgWait": 0,
            "maxWait": 0,
            "ASA": 0  // ASA - Average Speed to Answer
        }
    }
]