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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

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

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 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