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Raw Data API v2

This updated version of the Raw Data API offers the following additional conversation data for deeper insights into Agent AI interactions and conversation flows:

• Feedback (reason code and feedback text in addition to like/dislike) from the agent.
• Complete generated answers with feedback
• Comprehensive agent activity tracking
• Full end-user utterances
• Dialog task execution details
• Agent search bar activity timing
• Name of the queue(XOCC desktop) involved in the conversation
• Number of times an agent uses the scroll up and scroll down buttons
• Names of the URLs an agent clicks
• Total number of words or phrases suggested to the agent
• Total number of words or phrases accepted by the agent
• Total number of words or phrases entered by the agent
• Total number of words suggested for correction by the agent
• Total number of autocorrected words accepted by the agent
• Conversation Summary existence and agents reading or scrolling through it
• Filters such as Agent ID, Channel, Session ID, and Conversation ID
• Custom and Assist tab details
• Playbooks data: playbook type (primary and dynamic), stage and step details, scenario completion status, configuration-based triggers, step execution order, and step adherence validation
• Agent Coaching data: triggered coaching events, actions, and action adherence details

• Agentic feedback submitted by agents

  Note

  Add the <code>&includeAgenticData=true</code> flag at the end of the cURL command to retrieve the Agentic feedback data.

Field	Value
Method	GET, POST Note: Use GET for complete data, POST for filtered data.
Endpoint	https://{{host}}/agentassist/api/v1/public/{{streamid}}/v2/agentassistinteractions?from=YYYY-MM-DD-HH24:mm:SS&to=YYYY-MM-DD-HH24:mm:SS&offset=NNNNN&limit=0..100
Content Type	application/json
Authorization	auth: {{JWT}} See How to generate the JWT Token
API Scope	AgentAssist Analytics See Associate API Scopes

Query Parameters

PARAMETER	DESCRIPTION	MANDATE
from	Start date and time of the interactions in YYYY-MM-DD HH24:mm:SS format.	Required
to	End date and time of the interactions in YYYY-MM-DD HH24:mm:SS format.	Required
includeAgenticData=true	Include this flag to retrieve agenticActivities data.	Optional

Headers Parameters

PARAMETER	DESCRIPTION	MANDATE
accountId	The account ID associated with the API request.	Required
auth	Authentication token in the format Bearer <token>.	Required

Sample Request

curl --location --max-time 15 --request GET '[https://{{host}}/agentassist/api/v1/public/st-eef6ef35-35e5-52d7-99d6-1e8ab7fxxxxxxx/agentassistinteractions?from=2026-02-25&to=2026-02-25&includeAgenticData=true'](https://staging-xo.korebots.com/agentassist/api/v1/public/st-eef6ef35-35e5-52d7-99d6-1e8ab7faa026/v2/agentassistinteractions?from=2026-02-25&to=2026-02-25&includeAgenticData=true%27) \ \
--header 'accountId: 664b33a620bd0892e[xxxxxxx](https://staging-xo.korebots.com/agentassist/api/v1/public/st-eef6ef35-35e5-52d7-99d6-1e8ab7faa026/v2/agentassistinteractions?from=2026-02-25&to=2026-02-25&includeAgenticData=true%27)' \ \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTc0MmVmNjE1LTQ0MjUtNTRjNi1iMjgyLTQxMzAwOWI1YWJhOCJ9.CO0p0jJkVGsptm3ap2SIJrtImsOZVudIZkgR[xxxxxxx](https://staging-xo.korebots.com/agentassist/api/v1/public/st-eef6ef35-35e5-52d7-99d6-1e8ab7faa026/v2/agentassistinteractions?from=2026-02-25&to=2026-02-25&includeAgenticData=true%27)' \ \
--header 'Content-Type: application/json' \ \
--data '{

  "sessionIds":["685bc2a0b74c8d12b[xxxxxxx](https://staging-xo.korebots.com/agentassist/api/v1/public/st-eef6ef35-35e5-52d7-99d6-1e8ab7faa026/v2/agentassistinteractions?from=2026-02-25&to=2026-02-25&includeAgenticData=true%27)"]

}'

Request Body Parameters

PARAMETER	DESCRIPTION	MANDATE
sessionIds	Array of session IDs to filter specific AI Agent sessions.	Optional

Sample Response

"numResults": 3,
  "hasMore": false,
  "data": [
    {
      "conversationID": "conv-XXXXXXX",
      "botSessionID": "session-XXXXXXX",
      "channel": "chat",
      "segmentID": "ac-11111111-2222-3333-4444-555555555555",

      "agent": {
        "firstName": "REDACTED",
        "lastName": "REDACTED",
        "email": "redacted@example.com",
        "name": "REDACTED AGENT",
        "agentId": "agent-XXXX"
      },

      "tags": [
        {
          "type": "message",
          "name": "intent",
          "value": "refund_request",
          "messageID": "ms-aaaa1111-bbbb-2222-cccc-333333333333",
          "createdAt": "2026-02-25T09:33:25.937Z"
        }
      ],

      "segmentStartTime": "2026-02-25T09:33:10.120Z",
      "segmentEndTime": "2026-02-25T09:36:02.880Z",

      "agentActions": [
        {
          "actionType": "SearchBarEntry",
          "action": {
            "searchPhrase": "[REDACTED_QUERY]",
            "typingStartTime": "2026-02-25T09:33:30.120Z",
            "executionStartTime": "2026-02-25T09:33:30.500Z",
            "displayTime": "2026-02-25T09:33:32.000Z",
            "suggestionsShown": ["Suggestion 1", "Suggestion 2"],
            "suggestionUsed": 1,
            "phraseInput": "[REDACTED_INPUT]",
            "correctionsPresented": 2,
            "correctionsAccepted": 1,
            "countDisplayedAnswers": {
              "countDialogTasks": 1,
              "countFaqs": 0,
              "countAnswers": 1,
              "countFiles": 0,
              "countWebPages": 0,
              "countFromNonNativeDataSource": 0
            },
            "suggestions": {
              "dialogs": [
                { "name": "Cancel Account" }
              ],
              "answers": [
                {
                  "content": "[REDACTED_GENERATED_ANSWER]",
                  "positionId": "dg-1234567890",
                  "sources": [
                    {
                      "title": "Refund Policy",
                      "url": "https://example.com/refund"
                    }
                  ],
                  "internalFlag": false
                }
              ]
            }
          },
          "used": [
            {
              "targetType": "Answer",
              "target": {
                "answer": {
                  "status": "Sent",
                  "usedTime": "2026-02-25T09:33:40.000Z",
                  "showMoreClicked": false,
                  "answerLinkClicked": [],
                  "internalInfoMoreClicked": false,
                  "positionId": "dg-1234567890",
                  "feedback": {
                    "response": "up",
                    "reasonCode": ["Correct Intent"],
                    "comment": "[REDACTED]"
                  }
                }
              }
            }
          ]
        }
      ],

      "proActiveSuggestions": [
        {
          "utterance": "[REDACTED_CUSTOMER_UTTERANCE]",
          "suggestions": {
            "dialogs": [],
            "answers": []
          },
          "displayTime": "2026-02-25T09:33:20.000Z",
          "countDisplayedAnswers": {
            "countDialogTasks": 0,
            "countFaqs": 0,
            "countAnswers": 1,
            "countFiles": 0,
            "countWebPages": 0,
            "countFromNonNativeDataSource": 0
          },
          "used": []
        }
      ],

      "queueInfo": {
        "queueId": "qu-XXXX",
        "queueName": "SupportQueue"
      },

      "countScrollUp": 2,
      "countScrollDn": 3,
      "isWelcomeMsgRead": true,
      "linksClicked": [
        {
          "url": "https://example.com/help",
          "timestamp": "2026-02-25T09:34:00.000Z"
        }
      ],

      "playbookRuntimeData": [
        {
          "_id": "playbookRuntime-XXXX",
          "playbookId": "acl-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
          "type": "primary",
          "triggerType": "auto",
          "language": "en",
          "order": "sequential",
          "openedAt": "2026-02-25T09:33:15.221Z",
          "closedAt": "2026-02-25T09:34:03.254Z",
          "adheredSteps": 5,
          "adherenceRate": 100,
          "stages": [],
          "totalStages": { "stage-1": 3 }
        }
      ],

      "coachingRuntimeData": [
        {
          "_id": "coachingRuntime-XXXX",
          "ruleId": "acr-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
          "ruleName": "Greeting Compliance",
          "messageId": "ms-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
          "triggeredAt": "2026-02-25T09:33:25.430Z",
          "actionType": "nudge",
          "actionId": "action-XXXX",
          "expression": "positive",
          "message": {
            "title": "Use Standard Greeting",
            "body": "[REDACTED]"
          },
          "emails": [],
          "adherence": {
            "criteria": "Greeting template used"
          },
          "isAdhered": true,
          "adheredAt": "2026-02-25T09:33:42.430Z"
        }
      ],

      "agenticActivities": [
        {
          "utterance": "[REDACTED_CUSTOMER_UTTERANCE]",
          "requestId": "aa-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
          "requestTime": "2026-02-25T09:33:20.000Z",
          "reqStatus": "200",
          "response": [
            { "type": "suggestion", "content": "[REDACTED_RESPONSE]" }
          ],
          "responseTime": "2026-02-25T09:33:21.200Z",
          "resStatus": 200,
          "sessionInfo": {
            "botSessionID": "session-XXXXXXX"
          },
          "participantId": "participant-XXXX",
          "streaming": false,
          "usageDetails": {
            "usedType": "send"
          },
          "feedback": {
            "response": "up"
          }
        }
      ]
    },

    { "conversationID": "conv-XXXXXXX-2", "botSessionID": "session-XXXXXXX", "channel": "chat", "segmentID": "ac-22222222-3333-4444-5555-666666666666", "agent": { "agentId": "agent-XXXX" }, "tags": [], "segmentStartTime": "2026-02-25T10:00:00.000Z", "segmentEndTime": "2026-02-25T10:05:00.000Z", "agentActions": [], "proActiveSuggestions": [], "queueInfo": { "queueId": "qu-XXXX", "queueName": "SupportQueue" }, "countScrollUp": 0, "countScrollDn": 0, "isWelcomeMsgRead": true, "linksClicked": [], "playbookRuntimeData": [], "coachingRuntimeData": [], "agenticActivities": [] },

    { "conversationID": "conv-XXXXXXX-3", "botSessionID": "session-XXXXXXX", "channel": "chat", "segmentID": "ac-33333333-4444-5555-6666-777777777777", "agent": { "agentId": "agent-XXXX" }, "tags": [], "segmentStartTime": "2026-02-25T11:00:00.000Z", "segmentEndTime": "2026-02-25T11:02:00.000Z", "agentActions": [], "proActiveSuggestions": [], "queueInfo": { "queueId": "qu-XXXX", "queueName": "SupportQueue" }, "countScrollUp": 0, "countScrollDn": 0, "isWelcomeMsgRead": false, "linksClicked": [], "playbookRuntimeData": [], "coachingRuntimeData": [], "agenticActivities": [] }
  ]
}

Response Body Parameters

PARAMETER	TYPE AND FORMAT	DESCRIPTION AND EXAMPLE
numResults	Integer	Number of results sent in this response.
hasMore	Boolean (True / False)	Indicates if more pages are available. Example: false
data	Array of segment objects	Each segment represents a portion of a conversation handled by one primary agent.
data[].conversationID	String	Unique ID of the conversation (from customer).
data[].botSessionID	Alphanumeric string	Unique session ID (from Kore). Example: 667fc3b587b5fd0fbf97d4de
data[].channel	String	Channel name (from customer). Example: chat
data[].segmentID	Type-prefixed UUID	Unique segment ID prefixed with ac-. Example: ac-de166b2-1e14-4141-9061-9bca0203b068
data[].agent	Object	Primary agent servicing this segment. All fields optional except agentId.
data[].agent.firstName	String	Agent first name. Example: John
data[].agent.lastName	String	Agent last name. Example: Smith
data[].agent.email	Valid email string	Agent email address. Example: john.smith@example.com
data[].agent.name	String	Agent full name. Example: John Smith
data[].agent.agentId	String	Unique agent ID. Example: jsmith01
data[].tags	Array of tag objects	Tags emitted by AI Agent during this segment.
data[].tags[].type	String	Tag type: user, message, or session.
data[].tags[].name	String	Tag key (defined by AI Agent developer).
data[].tags[].value	String	Tag value.
data[].tags[].messageID	Type-prefixed UUID	Message ID prefixed with ms-. Example: ms-de166b2-1e14-4141-9061-9bca0203b068
data[].tags[].createdAt	Date: YYYY-MM-DDTHH24SS.NNNZ	UTC timestamp when tag was emitted. Example: 2024-06-29T08:37:35.937Z
data[].segmentStartTime	Date (UTC)	Segment start time. Example: 2024-06-29T08:37:35.937Z
data[].segmentEndTime	Date (UTC)	Segment end time. Example: 2024-06-29T08:37:35.937Z
data[].agentActions	Array of objects	Agent actions (Search or DialogTask execution).
data[].agentActions[].actionType	String	Action type. Example: SearchBarEntry, LibrarySelection
data[].agentActions[].action	Object	Details of the search attempt (SearchBarEntry type).
data[].agentActions[].used	Array of objects	Objects used (Sent, Copied, Executed, Feedback, Clicked).
data[].agentActions[].used[].targetType	String	Type of used object. Example: DialogTask, FAQ, Answer, File, WebPage, GeneralDataSource
data[].agentActions[].used[].target	Object	Details of DialogTask or data source used.
data[].proActiveSuggestions	Array of objects	Suggestions proactively shown by Agent AI.
data[].proActiveSuggestions[].utterance	String	Customer utterance (redacted if enabled). Example: What is my account balance?
data[].proActiveSuggestions[].displayTime	Date (UTC)	Time suggestions were displayed.
data[].proActiveSuggestions[].countDisplayedAnswers	Object	Count of suggestions displayed by type.
data[].proActiveSuggestions[].countDisplayedAnswers.countDialogTasks	Integer	Number of DialogTasks suggested.
data[].proActiveSuggestions[].countDisplayedAnswers.countFaqs	Integer	Number of FAQs suggested.
data[].proActiveSuggestions[].countDisplayedAnswers.countAnswers	Integer	Number of Answers suggested.
data[].proActiveSuggestions[].countDisplayedAnswers.countFiles	Integer	Number of Files suggested.
data[].proActiveSuggestions[].countDisplayedAnswers.countWebPages	Integer	Number of Web pages suggested.
data[].proActiveSuggestions[].countDisplayedAnswers.countFromNonNativeDataSource	Integer	Suggestions from non-native data sources.
data[].proActiveSuggestions[].used	Array	Suggestions used (Sent, Copied, etc.).
data[].segment.playbookRuntimeData	Object	Playbook runtime execution data.
data[].playbookRuntimeData.playbookId	String	Playbook ID. Example: acl-8eb5a68d-...
data[].playbookRuntimeData.type	String	Playbook type. Example: primary
data[].playbookRuntimeData.triggerType	String	Trigger source. Example: auto
data[].playbookRuntimeData.openedAt	Date (UTC)	Playbook start time.
data[].playbookRuntimeData.closedAt	Date (UTC)	Playbook end time.
data[].playbookRuntimeData.adheredSteps	Integer	Steps adhered to.
data[].playbookRuntimeData.adherenceRate	Percentage	Overall adherence rate.
data[].coachingRuntimeData	Array	Coaching rule execution details.
data[].coachingRuntimeData.ruleId	String	Coaching rule ID.
data[].coachingRuntimeData.ruleName	String	Coaching rule name.
data[].coachingRuntimeData.triggeredAt	Date (UTC)	Time rule triggered.
data[].coachingRuntimeData.actionType	String	Coaching action type. Example: nudge, hint
data[].coachingRuntimeData.isAdhered	Boolean	Whether agent adhered. Example: true
data[].agenticActivities	Array	Agent AI request/response activity details.
data[].agenticActivities.utterance	String	User utterance sent to Agent AI.
data[].agenticActivities.requestId	String	Unique request ID.
data[].agenticActivities.reqStatus	String	HTTP request status. Example: 200
data[].agenticActivities.responseTime	Date (UTC)	Time response received.
data[].agenticActivities.resStatus	Integer	HTTP response status code. Example: 200
data[].agenticActivities.streaming	Boolean	Indicates if streaming was enabled.
queueInfo.queueId	String	Queue ID. Example: qu-2335c1-8et33-33535-133535
queueInfo.queueName	String	Queue name. Example: CreditCard
countScrollUp	Integer	Number of scroll-up clicks.
countScrollDn	Integer	Number of scroll-down clicks.
isWelcomeMsgRead	Boolean	Indicates if Welcome Message was read.
linksClicked	String	URLs clicked with timestamps.

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