GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
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
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
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
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

SmartAssist System and User Events

SmartAssist System and User Events are available within the Kore.ai Admin Console, within the Analytics module. This module provides the history of all administrative tasks with attributes such as User, Date/Time, and Description for an event. You can review SmartAssist System and User Events within the Audit Report page to analyze administrator users, custom admins, and user events such as login, logout, and changes to system settings. For more information, refer to Analytics for Bot Admins.

The following illustration shows an example of the Analytics module with the Audit Report page displayed.

Viewing System and User Events

On the Audit Report page in the Kore.ai Bots Admin Console Analytics module, you can view the Kore.ai system and user-generated events. For example, a system-generated event could be a periodic Microsoft Active Directory Sync. An example of a user-generated event could be adding a new user.

Note: After the v8.1 release, the changes triggered by using Public APIs are also captured, for example, the import of roles using API.

The Audit Report includes both SmartAssist and XO Platform data. To retrieve SmartAssist System and User Events, you must filter the Audit Report by Event Category, then use the Search for Description field to further drill down into SmartAssist specific data.

Filtering by Event Category

Using the filters on the Audit Report page you can select event categories, events, and time periods to drill down and filter events as needed. Kore.ai audit reports also list error messages that can help you troubleshoot system issues or create a Kore.ai service request.

Using the Search for Description Field to Retrieve Data

To retrieve specific data (for example users or groups), you can enter at least three characters into the Search field to begin a find-as-you-type search. The Search for Description field is case-sensitive. To get accurate search results it’s important to enter the exact description in the search field. For example, to find SmartAssist related data, please enter “SmartAssist” exactly. Versions such as “smartassist”, Smartassist” or “Smart Assist” will not retrieve any results. 

Please keep in mind that the search allows you to retrieve data based on one criterion only; for example, a user’s name or the name of the platform you are looking to audit (in this case “SmartAssist”). If you want more complex filtering, you can export the report and use a spreadsheet editor.

Here is an example of a report that is filtered by Event Category (Login/Logout), and then drilled down into SmartAssist related events:

Note: The number of search terms in a search query is unlimited, however, no more than the first 20 characters of each search term is used to return search results.

To view all entries, clear the search field.

Audit Report Details

The audit report is categorized by event category and event name. The following table lists these categories and a brief description as to what even qualifies against each category.

EVENT TYPE EVENT DESCRIPTION
Role Created When a custom admin role, and/or bot role are created.
Role Updated When custom admin role, and/or bot role details are updated.
Role Permissions Updated When master and/or custom admin role, and/or bot role permissions are updated.
Role Deleted When custom admin role, and/or bot role are deleted.
Role Assigned to Users When a master and/or custom admin role, and/or bot role are assigned to groups.
Role Deleted for Users When master and/or custom admin role, and/or bot role are deleted for users.
Group Created When a group is created.
Group Updated When a group is updated.
Group Deleted When a group is deleted.
Users Added to Group When users are added to a group.
Groups Added to Group When groups are added to a group.
Users Removed from Group When users are removed from a group.
Groups Removed from Group When groups are removed from a group.
User Added When a user is added.
User Added to Group When a user is added to a group.
User Removed from Group When a user is removed from a group.
Admin Role Assigned to Users When a user is assigned an admin role.
Admin Role Deleted for Users When a user is unassigned from the admin role.
User Details Updated When user details are updated.
Bot Role Assigned to Users When a bot role is assigned to users.
Bot Role Deleted for Users When a bot role is deleted for a user.
User Deleted When a user is deleted.
Role Updated When custom admin role, and/or bot role details are updated.
Settings Modified When context persistence settings are modified.
Flow Created When a new flow is created.
Flow Modified When a flow is modified.
Flow Published When a flow is published.
Flow Restored When a flow is restored.
Flow Deleted When a flow is deleted.
Use Case Created When a new use case is created.
Use Case Modified When a use case is modified.
Use Case Deleted When a use case is deleted.
Waiting Experience Created When a new waiting experience is created.
Waiting Experience Modified When a waiting experience is modified.
Waiting Experience Deleted When a waiting experience is deleted.
Agent Created When a new agent profile is created.
Agent Modified When an agent profile is modified.
Agent Deleted When an agent profile is deleted.
Agent Logged In When an agent logged in.
Agent Logged Out When an agent logged out.
Skill Created When a new skill is created.
Skill Modified When a skill is modified.
Skill Deleted When a skill is deleted.
Skill Group Created When a new skill group is created.
Skill Group Modified When a skill group is modified.
Skill Group Deleted When a skill group is deleted.
Queue Created When a new queue is created.
Queue Modified When a queue is modified.
Queue Deleted When a queue is deleted.
Hours of Operation Created When new hours of operation are created.
Hours of Operation Modified When hours of operation are modified.
Hours of Operation Deleted When hours of operation are deleted.
Agent Status Created When a new agent status is created.
Agent Status Modified When an agent status is modified.
Hours of Operation Created When new hours of operation are created.
Hours of Operation Modified When hours of operation are modified.
Hours of Operation Deleted When hours of operation are deleted.
Agent Status Created When a new agent status is created.
Agent Status Modified When an agent status is modified.
Hours of Operation Created When new hours of operation are created.
Hours of Operation Modified When hours of operation are modified.
Hours of Operation Deleted When hours of operation are deleted.
Agent Status Created When a new agent status is created.
Agent Status Modified When an agent status is modified.
Agent Status Deleted When an agent status is deleted.
Survey Created When a new survey is created.
Survey Modified When a survey is modified.
Survey Deleted When a survey is deleted.
Language Added When a new language is added.
Language Modified When a language is modified.
Language Deleted When a language is deleted.
Speech – ASR Changed engine When a speech recognition engine is changed.
Speech – ASR Changed dialect When the dialect of the speech recognition engine is changed.
Speech – TTS Changed engine When a text-to-speech engine is changed.
Speech – TTS Changed voice When the voice of the text-to-speech engine is changed.
Standard Response Created When a standard response is created.
Standard Response Modified When a standard response is modified.
Standard Response Deleted When a standard response is deleted.
Widget Added When a new widget is added.
Widget Modified When a widget is modified.
Widget Deleted When a widget is deleted.
Disposition Created When a new disposition is created.
Disposition Modified When a disposition is modified.
Disposition Deleted When a disposition is deleted.

 

 

SmartAssist System and User Events

SmartAssist System and User Events are available within the Kore.ai Admin Console, within the Analytics module. This module provides the history of all administrative tasks with attributes such as User, Date/Time, and Description for an event. You can review SmartAssist System and User Events within the Audit Report page to analyze administrator users, custom admins, and user events such as login, logout, and changes to system settings. For more information, refer to Analytics for Bot Admins.

The following illustration shows an example of the Analytics module with the Audit Report page displayed.

Viewing System and User Events

On the Audit Report page in the Kore.ai Bots Admin Console Analytics module, you can view the Kore.ai system and user-generated events. For example, a system-generated event could be a periodic Microsoft Active Directory Sync. An example of a user-generated event could be adding a new user.

Note: After the v8.1 release, the changes triggered by using Public APIs are also captured, for example, the import of roles using API.

The Audit Report includes both SmartAssist and XO Platform data. To retrieve SmartAssist System and User Events, you must filter the Audit Report by Event Category, then use the Search for Description field to further drill down into SmartAssist specific data.

Filtering by Event Category

Using the filters on the Audit Report page you can select event categories, events, and time periods to drill down and filter events as needed. Kore.ai audit reports also list error messages that can help you troubleshoot system issues or create a Kore.ai service request.

Using the Search for Description Field to Retrieve Data

To retrieve specific data (for example users or groups), you can enter at least three characters into the Search field to begin a find-as-you-type search. The Search for Description field is case-sensitive. To get accurate search results it’s important to enter the exact description in the search field. For example, to find SmartAssist related data, please enter “SmartAssist” exactly. Versions such as “smartassist”, Smartassist” or “Smart Assist” will not retrieve any results. 

Please keep in mind that the search allows you to retrieve data based on one criterion only; for example, a user’s name or the name of the platform you are looking to audit (in this case “SmartAssist”). If you want more complex filtering, you can export the report and use a spreadsheet editor.

Here is an example of a report that is filtered by Event Category (Login/Logout), and then drilled down into SmartAssist related events:

Note: The number of search terms in a search query is unlimited, however, no more than the first 20 characters of each search term is used to return search results.

To view all entries, clear the search field.

Audit Report Details

The audit report is categorized by event category and event name. The following table lists these categories and a brief description as to what even qualifies against each category.

EVENT TYPE EVENT DESCRIPTION
Role Created When a custom admin role, and/or bot role are created.
Role Updated When custom admin role, and/or bot role details are updated.
Role Permissions Updated When master and/or custom admin role, and/or bot role permissions are updated.
Role Deleted When custom admin role, and/or bot role are deleted.
Role Assigned to Users When a master and/or custom admin role, and/or bot role are assigned to groups.
Role Deleted for Users When master and/or custom admin role, and/or bot role are deleted for users.
Group Created When a group is created.
Group Updated When a group is updated.
Group Deleted When a group is deleted.
Users Added to Group When users are added to a group.
Groups Added to Group When groups are added to a group.
Users Removed from Group When users are removed from a group.
Groups Removed from Group When groups are removed from a group.
User Added When a user is added.
User Added to Group When a user is added to a group.
User Removed from Group When a user is removed from a group.
Admin Role Assigned to Users When a user is assigned an admin role.
Admin Role Deleted for Users When a user is unassigned from the admin role.
User Details Updated When user details are updated.
Bot Role Assigned to Users When a bot role is assigned to users.
Bot Role Deleted for Users When a bot role is deleted for a user.
User Deleted When a user is deleted.
Role Updated When custom admin role, and/or bot role details are updated.
Settings Modified When context persistence settings are modified.
Flow Created When a new flow is created.
Flow Modified When a flow is modified.
Flow Published When a flow is published.
Flow Restored When a flow is restored.
Flow Deleted When a flow is deleted.
Use Case Created When a new use case is created.
Use Case Modified When a use case is modified.
Use Case Deleted When a use case is deleted.
Waiting Experience Created When a new waiting experience is created.
Waiting Experience Modified When a waiting experience is modified.
Waiting Experience Deleted When a waiting experience is deleted.
Agent Created When a new agent profile is created.
Agent Modified When an agent profile is modified.
Agent Deleted When an agent profile is deleted.
Agent Logged In When an agent logged in.
Agent Logged Out When an agent logged out.
Skill Created When a new skill is created.
Skill Modified When a skill is modified.
Skill Deleted When a skill is deleted.
Skill Group Created When a new skill group is created.
Skill Group Modified When a skill group is modified.
Skill Group Deleted When a skill group is deleted.
Queue Created When a new queue is created.
Queue Modified When a queue is modified.
Queue Deleted When a queue is deleted.
Hours of Operation Created When new hours of operation are created.
Hours of Operation Modified When hours of operation are modified.
Hours of Operation Deleted When hours of operation are deleted.
Agent Status Created When a new agent status is created.
Agent Status Modified When an agent status is modified.
Hours of Operation Created When new hours of operation are created.
Hours of Operation Modified When hours of operation are modified.
Hours of Operation Deleted When hours of operation are deleted.
Agent Status Created When a new agent status is created.
Agent Status Modified When an agent status is modified.
Hours of Operation Created When new hours of operation are created.
Hours of Operation Modified When hours of operation are modified.
Hours of Operation Deleted When hours of operation are deleted.
Agent Status Created When a new agent status is created.
Agent Status Modified When an agent status is modified.
Agent Status Deleted When an agent status is deleted.
Survey Created When a new survey is created.
Survey Modified When a survey is modified.
Survey Deleted When a survey is deleted.
Language Added When a new language is added.
Language Modified When a language is modified.
Language Deleted When a language is deleted.
Speech – ASR Changed engine When a speech recognition engine is changed.
Speech – ASR Changed dialect When the dialect of the speech recognition engine is changed.
Speech – TTS Changed engine When a text-to-speech engine is changed.
Speech – TTS Changed voice When the voice of the text-to-speech engine is changed.
Standard Response Created When a standard response is created.
Standard Response Modified When a standard response is modified.
Standard Response Deleted When a standard response is deleted.
Widget Added When a new widget is added.
Widget Modified When a widget is modified.
Widget Deleted When a widget is deleted.
Disposition Created When a new disposition is created.
Disposition Modified When a disposition is modified.
Disposition Deleted When a disposition is deleted.