Contact Center AI API List¶
The following tables list the APIs available for Contact Center AI, grouped by the functionality they address:
- Analytics and Reporting APIs
- Agent Creation APIs
- Skills APIs
- Skill Group APIs
- Agent Group APIs
- Contacts Public APIs
- Import/Export Data APIs
- Call Recording API
- Voicemail Recording API
- Outbound Calling API
- Transfer Conversation to a Specific Agent or Queue API
- Queue AI APIs
- Quality AI APIs
- WFM APIs
- Campaigns API
- Hours of Operation API
Analytics and Reporting APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Get Intent Real-Time Data | To retrieve the most recent conversational data for the given Bot Id. Gets the latest 25 sessions data for the given Bot Id that completed the execution of the flow. | SmartAssist Analytics |
| Historical Agent Status Summary | To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. | SmartAssist Analytics |
| Agent Status Details API | To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. | SmartAssist Analytics |
| Get All Conversations Data – Call Details | To retrieve the raw data for all conversations with the given Account Id. | SmartAssist Analytics |
| List of Conversations | To retrieve the list of conversations with the given stream Id. | SmartAssist Analytics |
| Get a specific Conversation | To retrieve a particular conversation by providing the Conversation Id. | SmartAssist Analytics |
| Queue Size | To retrieve the queueDetails by giving queueId and filters with the given stream Id. | SmartAssist Analytics |
Agent Creation APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Create an Agent | To add an agent with the given Stream Id. | SmartAssist Analytics |
| List All Agents | To retrieve the list of all agents with the given Stream Id. | SmartAssist Analytics |
| Get a Specific Agent | To retrieve the details of a particular agent with the given stream Id and agent Id. | SmartAssist Analytics |
| Update a Specific Agent | To update the details of a particular agent with the given Stream Id and Agent Id. | SmartAssist Analytics |
| Delete a Specific Agent from a Particular Agent Group | To delete a particular agent with the given Stream Id and Agent Id. | SmartAssist Analytics |
| Get the Agent ID Using the Custom ID | To get the Agent ID associated with a Custom ID (extension number). | Configuration |
| Check Agent Availability Status | To check the availability of agents based on specified skill Ids, queue Ids, and agent Ids. | Configuration |
Skills APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Create a Skill | To add a skill with the given Stream Id and Skill Group ID. | SmartAssist Analytics |
| Get All Skills from a Skill Group | To retrieve the list of skills with the given Stream Id and Skill Group Id. | SmartAssist Analytics |
| Get a Particular Skill | To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. | SmartAssist Analytics |
| Update a Particular Skill | To update a particular skill with the given Stream Id, Skill Group Id, and Skill Id. | SmartAssist Analytics |
| Delete a Skill from a Particular Skill Group | To delete a particular skill with the given Stream Id and Agent Id. | SmartAssist Analytics |
Skill Group APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Create a Skill Group | To add a Skill Group with the given Stream Id. | SmartAssist Analytics |
| Get All Skill Groups | To retrieve the list of skills groups with the given Stream Id. | SmartAssist Analytics |
| Get a Skill Group | To retrieve the details of a particular skill group with the given Stream Id and Skill Group Id. | SmartAssist Analytics |
| Update a Skill Group | To update a particular skill group with the given Stream Id and Skill Group Id. | SmartAssist Analytics |
| Delete a Skill Group | To delete a particular skill group with the given Stream Id and Skill Group Id. | SmartAssist Analytics |
Agent Group APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Create an Agent Group | To add an agent group with the given Stream Id. | SmartAssist Analytics |
| Get All Agent Groups | To retrieve the list of agent groups with the given Stream Id. | SmartAssist Analytics |
| Get an Agent Group | To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. | SmartAssist Analytics |
| Update an Agent Group | To update a particular agent group with the given Stream Id and Agent Group Id. | SmartAssist Analytics |
| Delete an Agent Group | To delete the particular skill group with the given Stream Id and Skill Group Id. | SmartAssist Analytics |
Contacts Public APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Create a Contact by Giving Details | To create a contact with the given Stream Id. | Configuration |
| Create Bulk Contacts | To create bulk contacts from a CSV file with the given Stream Id. | Configuration |
Import/Export Data APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Import/Save Data by Giving Details | To import/save data with the given accountId and orgId. | SmartAssist Import and Export Feature |
| Export Data by Giving Details | To export data with the given accountId and orgId. | SmartAssist Import and Export Feature |
Call Recording APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Fetch Call Recording | To retrieve the recording of a specific call using either the user Id or session Id. | SmartAssist Recordings |
| Fetch Call Recording (v2) | This API facilitates the downloading of voice call recordings. The API provides an S3-hosted URL where the recording can be accessed. | SmartAssist Recordings |
| Delete Call Recording | This API is used to delete Voice Call Recordings. The response varies based on whether the execution is successful or not. | Delete Recordings |
Voicemail Recording API¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Fetch Voicemail Recording | This API facilitates the downloading of voicemail recordings. The API provides an S3-hosted URL where the voicemail recording can be accessed. | SmartAssist Voicemail |
Outbound Calling API¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Outbound Calling (Kore.ai VG) | To trigger an outbound call and receive call status notifications. | SmartAssist Dialout |
Transfer Conversation to a Specific Agent or Queue API¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Transfer Conversation to a Specific Agent | To transfer a conversation to a specific agent using the provided botSessionId and aId. It posts specific messages to the provided callbackUrl to indicate the success or failure of the conversation transfer. | Routing |
Queue AI APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Create a Queue | To create a queue with the given streamId. | Configuration |
| Get a List of Queues | To get a list of queues with the given streamId. | Configuration |
| Get a List of Agents or Queues | To get all agents if you have queueIds and all the queues if you have agentIds. | Configuration |
| Get a Specific Queue | To get a specific queue with the given streamId and queueId. | Configuration |
| Update a Specific Queue | To update a specific queue with the given streamId and queueId. | Configuration |
| Delete a Queue | To delete a specific queue with the given streamId and queueId. | Configuration |
Quality AI APIs¶
| API | DESCRIPTION | ASSOCIATED APP SCOPE |
|---|---|---|
| Raw Data API | Provides detailed Quality AI and Conversation Intelligence data, including quality metrics and analytics for each interaction. | Configuration |
| Auto QA Reporting API | Provides interaction-level Auto QA scoring and metric qualification based on the associated Quality AI form. | Configuration |
WFM APIs¶
| API | Description | Associated App Scope |
|---|---|---|
| Agents API | To get all agent details associated with an accountId. | WFM Integration |
| Queues API | To get the Queues/Skills associated with an accountId. | WFM Integration |
| Agent Activity API | To get the agent status in real-time or changes stacked every 30 seconds. | WFM Integration |
| Contact Volume API | To retrieve call volume details associated with a specified collection point for a given interval, including fields mapped to specific field names relevant to the Workforce Management (WFM) client. | WFM Integration |
Campaigns API¶
| API | Description | Associated App Scope |
|---|---|---|
| Send Outbound SMS | This API enables sending outbound SMS messages through the platform's generic SMS channel. The capability can be integrated into applications or services to facilitate SMS communication with customers. | Outbound SMS |
Hours of Operation API¶
| API | Description | Associated App Scope |
|---|---|---|
| Hours of Operation | To get the hours of operation by providing the orgId and queueId. | Configuration |