Several APIs are available from Contact Center AI. Based on the functionality addressed, the APIs can be categorized as:
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
Skills APIs
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 |
Import/Export Data APIs
Call Recording API
| 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 |
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 Management 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 Management APIs
| API |
DESCRIPTION |
ASSOCIATED APP SCOPE |
| Raw Data API |
Provides detailed Quality Management 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 Management 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 |