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Get All Conversations Data – Call Details

To retrieve the raw data for all conversations in a very detailed view. The days’ range cannot be more than seven days.

Method POST
Endpoint https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/interactionDetails?offset=0&limit=100
https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/calldetails
Content Type application/json
Authorization auth: {{JWT}}
See How to generate the JWT Token
API Scope SmartAssist Analytics

Path Parameters

PARAMETER DESCRIPTION TYPE
host Environment URL, for example, https://platform.kore.ai string, required
accountId The Account Id string, required

Query Parameters

PARAMETER DESCRIPTION TYPE
limit Specifies the number of bot records to retrieve, with a maximum limit of 100. For example, 50 integer, optional
offset Defines the number of pages to skip or retrieve. Defaults to 0 if unspecified, with a maximum value of 10. For example, 10 integer, optional

Sample Request

curl --location 'https://uat-agentassist-az.korebots.com/agentassist/api/public/analytics/account/66bc4a29bdaafdb08461xxxx/
v2/interactiondetails?offset=0&limit=100' \
--header 'authority: staging-smartassist.kore.ai' \
--header 'accept: application/json, text/plain, /' \
--header 'accountid: 66bc4a29bdaafdb08461xxxx' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'x-request-id: 5912cf37-667a-484e-b075-2c42114dxxxx' \
--header 'x-timezone-offset: -330' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLTE3MzUwOGUxLTI5ZjItNWU5MC05NTM
yLTEyMmVjNmI5NDFlMSJ9.rHNRMrmljmodyFXGsJQgoayI34jBixaWI7ClRARxxxx' \
--data '{
"startDate":"2024-11-13",
"endDate":"2024-11-18",
"selectedFields": ["userleveltags", "sessionleveltags", "customerinfo", "skills"],
"isAutomation": false,
"timeZoneOffset":-330
}'

Request Header Parameters

Header Description Optional/Required
accept Desired response format (for example, application/json) Optional
accept-language Preferred response language (for example, en-US) Optional
accountId Unique account identifier Required
app-language Application display language (for example, en) Optional
content-type Request body format (application/json;charset=UTF-8) Required
referer Source application name (for example, smartassist) Optional
auth JWT authentication token Required
iId Stream or application id Required

Request Body Parameters

PARAMETER DESCRIPTION TYPE
startDate The start date from which the records need to be considered. DateTime, required
The date format is: yyyy-mm-dd HH24:mm:ss
For Example, 2022-08-25 07:20:15
endDate The end date from which the records need to be considered. DateTime, required
The date format is: yyyy-mm-dd HH24:mm:ss
For Example, 2022-08-25 18:20:15
timeZoneOffset The time zone offset. number, required
For Example, -330,630,-500
NOTE: If the user is in US/New York, then his timeZoneOffset would be 300. For the -ve numbers use the ‘-‘ sign, and for +ve numbers don’t use the sign. For timeZones east of GMT use the -ve sign, for the timeZones west of GMT don’t use any sign.
channels The different channels. array[string], optional
For Example, ['rtm', 'voice']
queues The list of queue ids in the instance bots. array[string], optional

Sample Response

{
    "numResults": 10,
    "data": [
        {
            "conversationId": "c-43bc8a3-782e-436a-a646-755ad98exxxx",
            "sessionId": "673b3fd91959d414cb74xxxx",
            "channel": "telegram",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "TERMINATED",
            "Reason": "NO AGENTS AVAILABLE",
            "disconnectingEvent": "System Hangup",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [
                "DROP-OFF"
            ],
            "dispositionRemarks": [
                "-"
            ],
            "metaInfo": {
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#add8e6",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
                "_id": "u-6a6e1f08-491f-5248-b2e9-c721c618xxxx",
                "customData": {
                    "isAgentAssistOnly": true,
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "experience": "CHAT"
                },
                "identities": [
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/telegram/518737xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-add30cc-39ac-438e-99c3-05239bc5xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c5b72da-3e86-443a-8d29-e45dc07bxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-53eb348-c3b5-49d9-b274-015b7eacxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-ded65d7-97e5-4017-a66a-aaab914cxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-6c19755-3193-483e-aaed-72ed6c36xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-6d020d6-633e-4c19-ad26-8840dc76xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-6614204-6216-4aeb-b8e5-858aec75xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c26610c-053c-4366-8b38-e51c4cd5xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-cd28511-78e1-462a-ad18-e6e34a47xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-593ac3d-c76e-4dc8-a505-6244684axxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-4db5ea3-e4b9-4ec0-a671-de3c938exxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-51990b2-183b-4e96-b2c8-4b81a21exxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-576295e-e2b4-4628-9c83-647deea5xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-55cbe1e-a8d0-46ba-b680-5a58480exxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-9eb2992-d115-4d3a-9b91-3c70aca9xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-557c0bc-3962-4c76-b889-70210ee6xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-31dcaad-27e6-4ab6-b69a-8bcb0cd4xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb0846xxxx/agentassist/c-e53657e-2847-4421-b513-571a085axxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-1a0db71-1213-411e-bd95-747b7b8dxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-9698929-aa22-4180-9211-15119284xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-d955841-cd1d-465b-b672-b2dc6232xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-01622a4-1523-4ad4-a4a8-de854c6cxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb0846xxxxx/agentassist/c-1c51025-9e3c-4129-88e9-061b8e49xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-b0ab874-80a9-4e53-8756-85303cdcxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-a6cbdb1-3325-4321-974c-0edb7158xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-e9d9add-c5ab-4b3e-8249-83be26d9xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-42c5b94-be70-4273-a767-43e26a41xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c6038b0-95bc-4db7-8300-8311a26dxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-925152c-e69c-44c8-8ca8-d6baa7a2xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-aa1a4b1-a15d-44b3-8e67-42977d27xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-22b93ce-9d05-447a-9414-59e96435xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-9a675b0-46ba-4614-bedd-2687e976xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-524a935-9a86-4685-a5c9-c8099730xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-605a23a-9a39-4cba-ab98-9edcc428xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-b58e876-b9b5-4b7a-a72d-09b9d5abxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-2a19554-652b-477b-a66b-5428c3caxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-15e52a8-86d9-46c9-a0ee-397cb5c6xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-31d04b5-5226-4c16-928d-c15329eaxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-21e29a0-ca11-45d4-8766-2ba650bexxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-d688385-6bc7-4208-95e4-88d68577xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-bdc6330-8322-421c-9081-0e4b9b24xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-2b02018-1231-4e90-8596-8074cd72xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-548744b-6e9d-4277-80d6-ad57e0c5xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-875e62b-9a4c-461d-8623-6abb210exxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-aa7601a-c70a-4204-a803-c3ed25bdxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-c402c65-e8ba-414e-b939-6a1b3d27xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-a2602dc-52ca-4486-8e3d-2e1b1660xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461xxxx/agentassist/c-b6e0416-8c0b-4c19-bcd2-396bc320xxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "skillsIds": [],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-bdc0f473-406d-59bd-bd15-0d1b80afxxxx"
                },
                "hostDomain": "uat-az.korebots.com"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2024-11-18T18:53:37",
            "sessionEndTime": "2024-11-18T18:56:39",
            "channelSpecificUserId": "66bc4a29bdaafdb08461xxxx/agentassist/c-b6e0416-8c0b-4c19-bcd2-396bc320xxxx",
            "userId": "u-6a6e1f08-491f-5248-b2e9-c721c618xxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
                    "queueName": "Default Queue",
                    "EnterTime": "2024-11-18T18:53:38"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-d521a77-eec5-4b5c-ba58-ab868457xxxx",
            "sessionId": "673b2b6abfc7023ab2f0xxxx",
            "channel": "Jones ",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
                "firstName": "john.doe@abc.com",
                "lastName": "",
                "emailId": "john.doe@abc.com",
                "agentTransferConfig": {
                    "overrideAgents": false
                }
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "john.doe@abc.com",
                "CustomerLastName": "",
                "CustomerEmail": "john.doe@abc.com"
            },
            "sessionStartTime": "2024-11-18T17:26:26",
            "sessionEndTime": "2024-11-18T17:26:54",
            "userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
            "destinations": [
                {
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "agentNotes": [],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2024-11-18T17:27:28",
                    "interactionDuration": 33,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "uataug14th@mailinator.com",
                    "name": "UATAug14th 01",
                    "acceptedTime": "2024-11-18T17:26:54",
                    "assignedAt": "2024-11-18T17:26:54"
                },
                {
                    "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                    "agentNotes": [
                        "The customer requested to speak with an agent. The agent provided a response 
with incomplete or gibberish text."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "firstResponseTime": "2024-11-18T17:27:44",
                    "firstResponseDuration": 11,
                    "interactionEndTime": "2024-11-18T17:36:43",
                    "interactionDuration": 550,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "newrole01@mailinator.com",
                    "name": "New Role 01",
                    "acceptedTime": "2024-11-18T17:27:33",
                    "assignedAt": "2024-11-18T17:27:29"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-01c1e11-85a2-463d-aa74-37ba3cb3xxxx",
            "sessionId": "673b2b05bfc7023ab2f0xxxx",
            "channel": "Jones ",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
                "firstName": "jane.doe@abc.com",
                "lastName": "",
                "emailId": "jane.doe@abc.com",
                "agentTransferConfig": {
                    "overrideAgents": false
                }
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "jane.doe@abc.com",
                "CustomerLastName": "",
                "CustomerEmail": "jane.doe@abc.com"
            },
            "sessionStartTime": "2024-11-18T17:24:45",
            "sessionEndTime": "2024-11-18T17:25:16",
            "userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
            "destinations": [
                {
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "agentNotes": [],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2024-11-18T17:25:28",
                    "interactionDuration": 12,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "uataug14th@mailinator.com",
                    "name": "UATAug14th 01",
                    "acceptedTime": "2024-11-18T17:25:16",
                    "assignedAt": "2024-11-18T17:25:16"
                },
                {
                    "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                    "agentNotes": [
                        "The customer requested to speak with an agent. The agent acknowledged the request 
and asked the customer to hold while connecting them with the appropriate department."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2024-11-18T17:25:49",
                    "interactionDuration": 16,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "newrole01@mailinator.com",
                    "name": "New Role 01",
                    "acceptedTime": "2024-11-18T17:25:34",
                    "assignedAt": "2024-11-18T17:25:29"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-185d9c5-9ac3-4313-8073-8697b2a6xxxx",
            "sessionId": "673b29739514b2f61d0fxxxx",
            "channel": "Voice",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Hangup",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "caller": "+1234567890",
                "callee": "+1987654321",
                "callerHost": "50.19.121.248",
                "userId": "u-4c44560b-2906-58f0-94bb-e88b2ffbxxxx",
                "dialedNumber": "+1987654321",
                "agentTransferConfig": {
                    "skillsIds": [],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-bdc0f473-406d-59bd-bd15-0d1b80afxxxx",
                    "accountId": "66bc4a29bdaafdb08461xxxx"
                },
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#00008b",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
                "_id": "u-4c44560b-2906-58f0-94bb-e88b2ffbxxxx",
                "identities": [
                    {
                        "val": "cs-96d71a16-075b-5212-9988-9c70ebeee6e9/65cb65e5-70ca-4cfb-8a67-dc9ed519xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "66bc4a29bdaafdb08461b9f1/korevg/65cb65e5-70ca-4cfb-8a67-dc9ed519xxxx",
                        "type": "mapped"
                    }
                ]
            },
            "customerinfo": {
                "CustomerPhone": "+1234567890",
                "CenterPhone": "+1987654321",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2024-11-18T17:18:03",
            "sessionEndTime": "2024-11-18T17:20:01",
            "channelSpecificUserId": "66bc4a29bdaafdb08461b9f1/korevg/65cb65e5-70ca-4cfb-8a67-dc9ed519xxxx",
            "userId": "u-4c44560b-2906-58f0-94bb-e88b2ffbxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
                    "queueName": "Default Queue",
                    "EnterTime": "2024-11-18T17:18:04",
                    "respondingAgent": {
                        "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                        "agentNotes": [
                            "The customer requested to be transferred to an agent. The bot acknowledged the request 
and informed the customer that it would be transferred to an available agent. The agent greeted the customer, 
but no further conversation was mentioned by the customer."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2024-11-18T17:18:20",
                        "firstResponseDuration": 0,
                        "interactionEndTime": "2024-11-18T17:20:04",
                        "interactionDuration": 104,
                        "holdDuration": 57,
                        "ConsultingAgents": [
                            {
                                "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                                "email": "uataug14th@mailinator.com",
                                "name": "UATAug14th 01",
                                "acceptedTime": "2024-11-18T17:18:55",
                                "assignedAt": "2024-11-18T17:18:41",
                                "consultingEndTime": "2024-11-18T17:19:57"
                            }
                        ],
                        "JoinedUsers": [],
                        "email": "newrole01@mailinator.com",
                        "name": "New Role 01",
                        "acceptedTime": "2024-11-18T17:18:20",
                        "assignedAt": "2024-11-18T17:18:05"
                    }
                }
            ],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+1234567890"
                },
                {
                    "name": "voiceAgentTransferStart",
                    "value": "1"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        },
        {
            "conversationId": "c-66a640e-4b8c-4262-a5c8-22a93659xxxx",
            "sessionId": "673b2833bfc7023ab2f0xxxx",
            "channel": "Voice",
            "isVoicemail": "NO",
            "Direction": "Outbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Hangup",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-6e2706a7-266a-5339-aa1f-8599b8eaxxxx",
                "firstName": "",
                "lastName": "",
                "caller": "+234567890",
                "callee": "+919876543210",
                "countryCode": "91",
                "dialedNumber": "+1234567890",
                "endUserNumber": "+919876543210",
                "agentTransferConfig": {
                    "overrideAgents": false
                }
            },
            "customerinfo": {
                "CustomerPhone": "+1234567890",
                "CenterPhone": "+919876543210",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2024-11-18T17:12:43",
            "sessionEndTime": "2024-11-18T17:13:29",
            "userId": "u-6e2706a7-266a-5339-aa1f-8599b8eaxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
                    "respondingAgent": {
                        "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                        "agentNotes": [],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "interactionEndTime": "2024-11-18T17:13:06",
                        "interactionDuration": 23,
                        "ConsultingAgents": [],
                        "JoinedUsers": [],
                        "email": "uataug14th@mailinator.com",
                        "name": "UATAug14th 01",
                        "acceptedTime": "2024-11-18T17:12:43",
                        "assignedAt": "2024-11-18T17:12:43"
                    }
                },
                {
                    "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                    "agentNotes": [
                        "The customer requested to speak with an agent. The agent responded with just."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "firstResponseTime": "2024-11-18T17:13:12",
                    "firstResponseDuration": 0,
                    "interactionEndTime": "2024-11-18T17:13:29",
                    "interactionDuration": 18,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "newrole01@mailinator.com",
                    "name": "New Role 01",
                    "acceptedTime": "2024-11-18T17:13:12",
                    "assignedAt": "2024-11-18T17:13:08"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                }
            ]
        },
        {
            "conversationId": "c-c613d89-2c52-400d-9e0a-d85804e1xxxx",
            "sessionId": "673b2813bfc7023ab2f0xxxx",
            "channel": "Jones ",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "TRANSIENT_OPEN",
            "smartStatus": "",
            "Reason": "",
            "disconnectingEvent": "",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-8292e5ee-9187-5853-8b79-17b263f0xxxx",
                "firstName": "",
                "lastName": ""
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2024-11-18T17:12:11",
            "sessionEndTime": "2024-11-18T17:12:11",
            "userId": "u-8292e5ee-9187-5853-8b79-17b263f0xxxx",
            "destinations": [
                {
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "agentNotes": [],
                    "destinationType": "AgentSegment",
                    "email": "uataug14th@mailinator.com",
                    "name": "UATAug14th 01",
                    "assignedAt": "2024-11-18T17:12:11"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-e43cac4-a406-4583-8a6b-3d2e11eaxxxx",
            "sessionId": "673b27debfc7023ab2f0xxxx",
            "channel": "Jones ",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
                "firstName": "john.doe@abc.com",
                "lastName": "",
                "emailId": "john.doe@abc.com"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "jane.doe@abc.com",
                "CustomerLastName": "",
                "CustomerEmail": "jane.doe@abc.com"
            },
            "sessionStartTime": "2024-11-18T17:11:18",
            "sessionEndTime": "2024-11-18T17:11:47",
            "userId": "u-2d7bc531-3c0e-53bb-85dd-399ba65axxxx",
            "destinations": [
                {
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "agentNotes": [
                        "The customer requested to speak with an agent. The agent acknowledged the request 
and asked the customer to hold while connecting them with the appropriate department."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2024-11-18T17:12:00",
                    "interactionDuration": 13,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "uataug14th@mailinator.com",
                    "name": "UATAug14th 01",
                    "acceptedTime": "2024-11-18T17:11:47",
                    "assignedAt": "2024-11-18T17:11:47"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-e190a93-aa89-4933-95b9-d6dedc5axxxx",
            "sessionId": "673b264cbfc7023ab2f0xxxx",
            "channel": "Jones ",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
                "firstName": "john.doe@abc.com",
                "lastName": "",
                "emailId": "john.doe@abc.com",
                "agentTransferConfig": {
                    "overrideAgents": false
                }
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "jane.doe@abc.com",
                "CustomerLastName": "",
                "CustomerEmail": "jane.doe@abc.com"
            },
            "sessionStartTime": "2024-11-18T17:04:36",
            "sessionEndTime": "2024-11-18T17:06:10",
            "userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
            "destinations": [
                {
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "agentNotes": [],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2024-11-18T17:05:15",
                    "interactionDuration": 7,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "uataug14th@mailinator.com",
                    "name": "UATAug14th 01",
                    "acceptedTime": "2024-11-18T17:05:09",
                    "assignedAt": "2024-11-18T17:05:09"
                },
                {
                    "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                    "agentNotes": [
                        "The customer initiated a conversation with the agent, who responded with standard greetings. 
The customer did not mention any specific issues or requests during the conversation. 
The conversation ended without the customer or agent raising any problems or requesting any action."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "firstResponseTime": "2024-11-18T17:05:28",
                    "firstResponseDuration": 8,
                    "interactionEndTime": "2024-11-18T17:06:58",
                    "interactionDuration": 98,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "newrole01@mailinator.com",
                    "name": "New Role 01",
                    "acceptedTime": "2024-11-18T17:05:20",
                    "assignedAt": "2024-11-18T17:05:16"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-8741e16-0d99-4da2-9222-d863c400xxxx",
            "sessionId": "673b2420bfc7023ab2f0xxxx",
            "channel": "Jones ",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
                "firstName": "john.doe@abc.com",
                "lastName": "",
                "emailId": "john.doe@abc.com",
                "agentTransferConfig": {
                    "overrideAgents": false
                }
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "jane.doe@abc.com",
                "CustomerLastName": "",
                "CustomerEmail": "jane.doe@abc.com"
            },
            "sessionStartTime": "2024-11-18T16:55:20",
            "sessionEndTime": "2024-11-18T16:57:51",
            "userId": "u-390b0c73-6b06-5656-a3b1-58746515xxxx",
            "destinations": [
                {
                    "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                    "agentNotes": [],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2024-11-18T16:56:33",
                    "interactionDuration": 39,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "uataug14th@mailinator.com",
                    "name": "UATAug14th 01",
                    "acceptedTime": "2024-11-18T16:55:54",
                    "assignedAt": "2024-11-18T16:55:54"
                },
                {
                    "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                    "agentNotes": [
                        "The customer initiated a conversation with the agent, but the conversation was brief 
and did not contain any specific issues or requests. The customer did not provide any specific details about their 
problem or request. The agent's responses were brief and included generic greetings and phrases. 
There was no clear resolution or action taken in the conversation."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "firstResponseTime": "2024-11-18T16:57:08",
                    "firstResponseDuration": 28,
                    "interactionEndTime": "2024-11-18T17:00:54",
                    "interactionDuration": 254,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "newrole01@mailinator.com",
                    "name": "New Role 01",
                    "acceptedTime": "2024-11-18T16:56:40",
                    "assignedAt": "2024-11-18T16:56:34"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-504a3dc-4252-4b29-986c-4c4cbccaxxxx",
            "sessionId": "673b22bfbfc7023ab2f0xxxx",
            "channel": "Voice",
            "isVoicemail": "NO",
            "Direction": "Outbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "Reason": "",
            "disconnectingEvent": "Agent Hangup",
            "botId": "st-4b6a22d1-b8e5-533d-8020-93f847a9xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-a81d05ce-d4d9-5a20-bca7-89fa8b6exxxx",
                "firstName": "",
                "lastName": "",
                "caller": "+1234567890",
                "callee": "+919876543210",
                "countryCode": "91",
                "dialedNumber": "+1234567890",
                "endUserNumber": "+919876543210",
                "agentTransferConfig": {
                    "overrideAgents": false
                }
            },
            "customerinfo": {
                "CustomerPhone": "+1234567890",
                "CenterPhone": "+919876543210",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2024-11-18T16:49:27",
            "sessionEndTime": "2024-11-18T16:50:30",
            "userId": "u-a81d05ce-d4d9-5a20-bca7-89fa8b6exxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-04e6978-6011-49d6-929d-cd715080xxxx",
                    "respondingAgent": {
                        "agentId": "u-0b7f0d22-4311-5555-9ed6-861c9231xxxx",
                        "agentNotes": [],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2024-11-18T16:49:41",
                        "firstResponseDuration": 14,
                        "interactionEndTime": "2024-11-18T16:50:02",
                        "interactionDuration": 35,
                        "ConsultingAgents": [],
                        "JoinedUsers": [],
                        "email": "uataug14th@mailinator.com",
                        "name": "UATAug14th 01",
                        "acceptedTime": "2024-11-18T16:49:27",
                        "assignedAt": "2024-11-18T16:49:27"
                    }
                },
                {
                    "agentId": "u-13034353-c9bc-53c8-845d-f8ce869fxxxx",
                    "agentNotes": [
                        "The customer initiated the conversation with a greeting. The agent responded with a similar 
greeting, but did not provide any specific assistance or information. The conversation ended abruptly without the customer 
or agent mentioning an issue or requesting a resolution."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "firstResponseTime": "2024-11-18T16:50:14",
                    "firstResponseDuration": 0,
                    "interactionEndTime": "2024-11-18T16:50:30",
                    "interactionDuration": 16,
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "newrole01@mailinator.com",
                    "name": "New Role 01",
                    "acceptedTime": "2024-11-18T16:50:14",
                    "assignedAt": "2024-11-18T16:50:05"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                }
            ]
        }
    ]
}

Response Parameters

Field Name Type and Format Description Example
conversationId type-prefixed-guid An ID generated by SmartAssist for this conversation. c-7b08889-539d-408d-a3e6-9e6ae059xxxx
sessionId internal value A bot-generated ID for this conversation. 63bd199c197b3646dadexxxx
channel character string Name of the channel Web / Mobile Client
skills array of skill objects ID and name of each skill associated with this conversation { “id”: “64c0d5353642d2755604xxxx”, “name”: “Platinum Customer” }
finalStatus character string Completion status of the conversation CLOSED
smartStatus character string Conversation status TERMINATED
Reason character string The reason for the status. NO AGENTS AVAILABLE
disconnectingEvent character string The final event leading to the conversation ending System Hangup
botId type-prefixed-guid st-ae8470ab-8ecb-51fb-8e13-c87dc66fxxxx
Direction Inbound or Outbound
dispositions array of strings Disposition codes [ “ESCALATED” ]
dispositionRemarks array of strings Final remarks from the agent [” CUSTOMER needs help with Products and Sales. AGENT will connect her with an agent.”]
customerInfo object Info on the caller obtained on a best-efforts basis { “CustomerPhone”: “1888456780”, “CenterPhone”: “1234567890”, “CustomerFirstName”: “John” }
metaInfo object Contains custom information, set by the automation
sessionStartTime YYYY-MM-DDTHH🇲🇲 SS Start time of the session. 2023-01-10 2:25:54
sessionEndTime YYYY-MM-DDTHH🇲🇲 SS End time of the session. 2023-01-10 2:25:54
channelSpecificUserId no known format User ID passed by the channel
userId type-prefixed-guid SmartAssist’s own generated user ID u-8413fd99-4ded-5f6d-8c1a-176dc66xxxx
destinations array of objects One object for each Queue or Agent that the call was transferred to.
destination.destinationType QueueEntry AgentSegment Destination for any transfer – to distinguish a direct-to-agent transfer from a transfer to queue.
csatScore integer CSAT score assigned by consumer (1 – 5) 3
csatFeedback string Survey comment entered by consumer.
QueueEntry.queueId type-prefixed-guid SmartAssist’s internal ID for the Queue qu-123dbe9-c752-464d-a9be-1d0e43b6xxxx
QueueEntry.queueName character string Name of the queue Residential – Sales
QueueEntry.EnterTime YYYY-MM-DDTHH🇲🇲SS Time at which this conversation entered this queue 2023-01-10 2:25:54
QueueEntry.respondingAgent an AgentSegment object Details of the responding agent.
QueueEntry.respondingAgent.agentId type-prefixed-guid SmartAssist’s internal ID for the agent u-f3a11f62-57d7-5a9f-a071-787650b1xxxx
QueueEntry.respondingAgent.name character string Agent’s name Jared Smith
QueueEntry.respondingAgent.agentNotes array of strings Notes from each agent. [“CUSTOMER has a problem with Products and Sales. She needs an agent to help her.”]
QueueEntry.respondingAgent.destinationType AgentSegment A constant value.
QueueEntry.respondingAgent.email full-email-id@employer.com Agent’s email address jared.smith@example.com
QueueEntry.respondingAgent.assignedAt YYYY-MM-DDTHH🇲🇲 SS The time at which the Queue assigned this contact to this Agent 2023-01-10 2:25:54
QueueEntry.respondingAgent.acceptedTime YYYY-MM-DDTHH🇲🇲 SS The time at which this Agent accepted this contact 2023-01-10 2:25:54
QueueEntry.respondingAgent.status Answered Status of the conversation with this respondingAgent.
QueueEntry.respondingAgent.firstResponseTime YYYY-MM-DDTHH🇲🇲 SS The time at which this Agent first responded 2023-01-10 2:25:54
QueueEntry.respondingAgent.firstResponseDuration integer Duration in seconds, from the time of Agent’s acceptance to the time of his first response. 20
QueueEntry.respondingAgent.interactionEndTime YYYY-MM-DDTHH🇲🇲 SS The time at which the interaction with this respondingAgent ended. 2023-01-10 2:25:54
QueueEntry.respondingAgent.interactionDuration integer Duration in seconds, from the time of Agent’s acceptance to the time of the last utterance 51
QueueEntry.respondingAgent.afterCallWorkDuration integer Duration in seconds, of the post-call-work of this agent. 8
QueueEntry.respondingAgent.afterCallWorkEndTime YYYY-MM-DDTHH🇲🇲 SS The time when this agent completed post-call work. 2023-01-10 2:25:54
QueueEntry.nonRespondingAgents array of nonRespondingAgent objects Details of agents who did not accept the contact.
QueueEntry.nonRespondingAgent.agentId type-prefixed-guid SmartAssist’s internal ID for the Agent u-93e53753-0ea0-5168-b8ae-ad731f7axxxx
QueueEntry.nonRespondingAgent.name character string Agent’s name Diarmuid O’Scannlain
QueueEntry.nonRespondingAgent.email email Agent’s email address di.oscannlain@example.com
QueueEntry.nonRespondingAgent.assignedAt YYYY-MM-DDTHH🇲🇲 SS The time when this agent was assigned this contact. 2023-01-10 2:25:54
userleveltags array of tag objects All user-level tags associated with this session {“name”: “accountnum”,”value”: “121413243141234132” }
sessionleveltags All session-level tags associated with this session