Contact Center AI API List

The following tables list the APIs available for Contact Center AI, grouped by the functionality they address:

• Contact Center AI (CCAI) APIs
• Analytics and Reporting APIs
• Agent Creation APIs
• Skills APIs
• Skill Group APIs
• Agent Group APIs
• Contacts Public APIs
• Import/Export Data APIs
• Transfer Conversation to a Specific Agent or Queue API
• Queue APIs
• WFM APIs
• Hours of Operation API
• Campaign Management APIs
• SMS Campaigns
• Voice Campaigns
• Campaign Status
• Contact List Management
• Voice Gateway (VG) APIs
• Call Recording APIs
• Voicemail Recording API
• Outbound Calling API
• Quality AI APIs

Contact Center AI (CCAI) APIs

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
Import/Save Data by Giving Details (v2)	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
Export Data by Giving Details (v2)	To export data with the given accountId and orgId.	SmartAssist Import and Export Feature

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 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

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

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

Campaign Management APIs

SMS Campaigns

API	Description	Associated App Scope
Create SMS Campaign	Creates an SMS campaign with a “None” message format.	Campaign Management
Create SMS Campaign (Using Template)	Creates an SMS campaign using a predefined message template.	Campaign Management
Create SMS Campaign (Advanced Format)	Creates an SMS campaign with advanced formatting using a specified experience flow and contact list.	Campaign Management
Get SMS Campaign by ID	Retrieves full details of an SMS campaign using the campaign ID.	Campaign Management
Update SMS Campaign	Updates an existing SMS campaign with new format, contact lists, experience flow, or dialing strategy.	Campaign Management
Get All SMS Campaigns	Retrieves all SMS campaigns associated with a specific account.	Campaign Management
Start SMS Campaign	Starts an SMS campaign using stream ID and campaign ID.	Campaign Management
Stop SMS Campaign	Stops an active SMS campaign using stream ID and campaign ID.	Campaign Management
Delete SMS Campaign	Deletes an active SMS campaign using stream ID and campaign ID.	Campaign Management
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

Voice Campaigns

API	Description	Associated App Scope
Create Voice Campaign - Agentless Mode	Creates a new outbound voice campaign with agentless dialing.	Campaign Management
Create Voice Campaign - Progressive Mode	Creates a voice campaign that routes answered calls to live agents using progressive dialing.	Campaign Management
Create Voice Campaign - Preview Mode	Creates a voice campaign that lets agents preview contact info before calling. Routes answered calls to a queue.	Campaign Management
Update Voice Campaign	Updates the configuration of an existing voice campaign, including metadata, strategies, and schedules.	Campaign Management
Get Voice Campaign by ID	Fetches complete details of a voice campaign using campaign ID.	Campaign Management
Get All Voice Campaigns	Retrieves all voice campaigns linked to a specific account.	Campaign Management
Start Voice Campaign	Starts an active voice campaign using stream ID and campaign ID.	Campaign Management
Stop Voice Campaign	Stops an active voice campaign using stream ID and campaign ID.	Campaign Management
Delete Voice Campaign	Deletes an active voice campaign using stream ID and campaign ID.	Campaign Management

Campaign Status

API	Description	Associated App Scope
Get Campaign Status	Retrieves the current status (active, stopped, etc.) of a campaign using its campaign ID.	Campaign Management

Contact List Management

API	Description	Associated App Scope
Get All Campaign List Details	Retrieves metadata for all contact lists under a specific account, filtered by type (call or SMS).	Campaign Management
Create Contact List	Creates a new contact list for use in passive voice campaigns.	Campaign Management
Update Contact List Name	Updates the name of a contact list associated with a campaign.	Campaign Management
Get Contact List Details	Retrieves full details of a specific contact list using its ID.	Campaign Management
Add Contacts to a Contact List	Adds one or more contacts to an existing contact list.	Campaign Management
Delete Contact List Details	Deletes a contact list associated with a campaign.	Campaign Management

Voice Gateway (VG) APIs

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 (VG)	To trigger an outbound call and receive call status notifications.	SmartAssist Dialout

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

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