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Back to API List An updated version of the Raw Data API that provides additional conversation data for deeper insights into Agent AI interactions and conversation flows.

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What’s New in v2

This version includes the following additional data:
  • Agent feedback: reason code and feedback text in addition to like/dislike
  • Complete generated answers with feedback
  • Comprehensive agent activity tracking
  • Full end-user utterances
  • Dialog task execution details
  • Agent search bar activity timing
  • Name of the queue (XOCC desktop) involved in the conversation
  • Number of times an agent uses the scroll up and scroll down buttons
  • Names of URLs an agent clicks
  • Total number of words or phrases suggested, accepted, and entered by the agent
  • Total number of words suggested for correction and autocorrected words accepted
  • Conversation Summary existence and agent reading/scrolling activity
  • Filters: Agent ID, Channel, Session ID, and Conversation ID
  • Custom and Assist tab details
  • Playbooks data: type (primary and dynamic), stage/step details, scenario completion, configuration-based triggers, step execution order, and adherence validation
  • Agent Coaching data: triggered events, actions, and adherence details
  • Agentic feedback submitted by agents
Add the &includeAgenticData=true flag to the request URL to retrieve agentic feedback data.

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API Details

FieldValue
MethodGET, POST — Use GET for complete data; POST for filtered data.
Endpointhttps://{{host}}/agentassist/api/v1/public/{{streamid}}/v2/agentassistinteractions?from=YYYY-MM-DD-HH24:mm:SS&to=YYYY-MM-DD-HH24:mm:SS&offset=NNNNN&limit=0..100
Content Typeapplication/json
Authorizationauth: {{JWT}} — See How to generate the JWT Token
API ScopeAgentAssist Analytics — See Associate API Scopes

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Query Parameters

ParameterRequiredDescription
fromYesStart date and time of the interactions in YYYY-MM-DD HH24:mm:SS format.
toYesEnd date and time of the interactions in YYYY-MM-DD HH24:mm:SS format.
includeAgenticData=trueNoInclude this flag to retrieve agenticActivities data.

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Header Parameters

ParameterRequiredDescription
accountIdYesThe account ID associated with the API request.
authYesAuthentication token in the format Bearer <token>.

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Sample Request

curl --location --max-time 15 --request GET \
'https://{{host}}/agentassist/api/v1/public/st-eef6ef35-35e5-52d7-99d6-1e8ab7fxxxxxxx/v2/agentassistinteractions?from=2026-02-25&to=2026-02-25&includeAgenticData=true' \
--header 'accountId: 664b33a620bd0892exxxxxxx' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...' \
--header 'Content-Type: application/json' \
--data '{
    "sessionIds": ["685bc2a0b74c8d12bxxxxxxx"]
}'

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Request Body Parameters

ParameterRequiredDescription
sessionIdsNoArray of session IDs to filter specific AI Agent sessions.

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Sample Response

{
    "numResults": 3,
    "hasMore": false,
    "data": [
        {
            "conversationID": "conv-XXXXXXX",
            "botSessionID": "session-XXXXXXX",
            "channel": "chat",
            "segmentID": "ac-11111111-2222-3333-4444-555555555555",
            "agent": {
                "firstName": "REDACTED",
                "lastName": "REDACTED",
                "email": "redacted@example.com",
                "name": "REDACTED AGENT",
                "agentId": "agent-XXXX"
            },
            "tags": [
                {
                    "type": "message",
                    "name": "intent",
                    "value": "refund_request",
                    "messageID": "ms-aaaa1111-bbbb-2222-cccc-333333333333",
                    "createdAt": "2026-02-25T09:33:25.937Z"
                }
            ],
            "segmentStartTime": "2026-02-25T09:33:10.120Z",
            "segmentEndTime": "2026-02-25T09:36:02.880Z",
            "agentActions": [
                {
                    "actionType": "SearchBarEntry",
                    "action": {
                        "searchPhrase": "[REDACTED_QUERY]",
                        "typingStartTime": "2026-02-25T09:33:30.120Z",
                        "executionStartTime": "2026-02-25T09:33:30.500Z",
                        "displayTime": "2026-02-25T09:33:32.000Z",
                        "suggestionsShown": ["Suggestion 1", "Suggestion 2"],
                        "suggestionUsed": 1,
                        "phraseInput": "[REDACTED_INPUT]",
                        "correctionsPresented": 2,
                        "correctionsAccepted": 1,
                        "countDisplayedAnswers": {
                            "countDialogTasks": 1,
                            "countFaqs": 0,
                            "countAnswers": 1,
                            "countFiles": 0,
                            "countWebPages": 0,
                            "countFromNonNativeDataSource": 0
                        },
                        "suggestions": {
                            "dialogs": [{ "name": "Cancel Account" }],
                            "answers": [
                                {
                                    "content": "[REDACTED_GENERATED_ANSWER]",
                                    "positionId": "dg-1234567890",
                                    "sources": [
                                        {
                                            "title": "Refund Policy",
                                            "url": "https://example.com/refund"
                                        }
                                    ],
                                    "internalFlag": false
                                }
                            ]
                        }
                    },
                    "used": [
                        {
                            "targetType": "Answer",
                            "target": {
                                "answer": {
                                    "status": "Sent",
                                    "usedTime": "2026-02-25T09:33:40.000Z",
                                    "showMoreClicked": false,
                                    "answerLinkClicked": [],
                                    "positionId": "dg-1234567890",
                                    "feedback": {
                                        "response": "up",
                                        "reasonCode": ["Correct Intent"],
                                        "comment": "[REDACTED]"
                                    }
                                }
                            }
                        }
                    ]
                }
            ],
            "proActiveSuggestions": [
                {
                    "utterance": "[REDACTED_CUSTOMER_UTTERANCE]",
                    "suggestions": { "dialogs": [], "answers": [] },
                    "displayTime": "2026-02-25T09:33:20.000Z",
                    "countDisplayedAnswers": {
                        "countDialogTasks": 0,
                        "countFaqs": 0,
                        "countAnswers": 1,
                        "countFiles": 0,
                        "countWebPages": 0,
                        "countFromNonNativeDataSource": 0
                    },
                    "used": []
                }
            ],
            "queueInfo": { "queueId": "qu-XXXX", "queueName": "SupportQueue" },
            "countScrollUp": 2,
            "countScrollDn": 3,
            "isWelcomeMsgRead": true,
            "linksClicked": [
                { "url": "https://example.com/help", "timestamp": "2026-02-25T09:34:00.000Z" }
            ],
            "playbookRuntimeData": [
                {
                    "_id": "playbookRuntime-XXXX",
                    "playbookId": "acl-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
                    "type": "primary",
                    "triggerType": "auto",
                    "language": "en",
                    "order": "sequential",
                    "openedAt": "2026-02-25T09:33:15.221Z",
                    "closedAt": "2026-02-25T09:34:03.254Z",
                    "adheredSteps": 5,
                    "adherenceRate": 100,
                    "stages": [],
                    "totalStages": { "stage-1": 3 }
                }
            ],
            "coachingRuntimeData": [
                {
                    "_id": "coachingRuntime-XXXX",
                    "ruleId": "acr-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
                    "ruleName": "Greeting Compliance",
                    "messageId": "ms-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
                    "triggeredAt": "2026-02-25T09:33:25.430Z",
                    "actionType": "nudge",
                    "actionId": "action-XXXX",
                    "expression": "positive",
                    "message": { "title": "Use Standard Greeting", "body": "[REDACTED]" },
                    "emails": [],
                    "adherence": { "criteria": "Greeting template used" },
                    "isAdhered": true,
                    "adheredAt": "2026-02-25T09:33:42.430Z"
                }
            ],
            "agenticActivities": [
                {
                    "utterance": "[REDACTED_CUSTOMER_UTTERANCE]",
                    "requestId": "aa-XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX",
                    "requestTime": "2026-02-25T09:33:20.000Z",
                    "reqStatus": "200",
                    "response": [{ "type": "suggestion", "content": "[REDACTED_RESPONSE]" }],
                    "responseTime": "2026-02-25T09:33:21.200Z",
                    "resStatus": 200,
                    "sessionInfo": { "botSessionID": "session-XXXXXXX" },
                    "participantId": "participant-XXXX",
                    "streaming": false,
                    "usageDetails": { "usedType": "send" },
                    "feedback": { "response": "up" }
                }
            ]
        }
    ]
}

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Response Body Parameters

ParameterTypeDescription
numResultsIntegerNumber of results in this response.
hasMoreBooleanIndicates if more pages are available.
dataArrayEach object represents a conversation segment handled by one primary agent.
data[].conversationIDStringUnique conversation ID (from customer).
data[].botSessionIDStringUnique session ID (from Kore). Example: 667fc3b587b5fd0fbf97d4de
data[].channelStringChannel name. Example: chat
data[].segmentIDStringUnique segment ID prefixed with ac-.
data[].agentObjectPrimary agent servicing this segment.
data[].agent.firstNameStringAgent first name.
data[].agent.lastNameStringAgent last name.
data[].agent.emailStringAgent email address.
data[].agent.nameStringAgent full name.
data[].agent.agentIdStringUnique agent ID.
data[].tagsArrayTags emitted by the AI Agent during this segment.
data[].tags[].typeStringTag type: user, message, or session.
data[].tags[].nameStringTag key defined by the AI Agent developer.
data[].tags[].valueStringTag value.
data[].tags[].messageIDStringMessage ID prefixed with ms-.
data[].tags[].createdAtString (UTC)Timestamp when the tag was emitted.
data[].segmentStartTimeString (UTC)Segment start time.
data[].segmentEndTimeString (UTC)Segment end time.
data[].agentActionsArrayAgent actions (search or dialog task execution).
data[].agentActions[].actionTypeStringAction type. Example: SearchBarEntry, LibrarySelection
data[].agentActions[].actionObjectDetails of the search attempt (for SearchBarEntry type).
data[].agentActions[].usedArrayObjects used (Sent, Copied, Executed, Feedback, Clicked).
data[].agentActions[].used[].targetTypeStringType of used object. Example: DialogTask, FAQ, Answer, File, WebPage
data[].agentActions[].used[].targetObjectDetails of the dialog task or data source used.
data[].proActiveSuggestionsArraySuggestions proactively shown by Agent AI.
data[].proActiveSuggestions[].utteranceStringCustomer utterance that triggered suggestions.
data[].proActiveSuggestions[].displayTimeString (UTC)Time suggestions were displayed.
data[].proActiveSuggestions[].countDisplayedAnswersObjectCount of suggestions displayed by type (dialogs, FAQs, answers, files, web pages, non-native).
data[].proActiveSuggestions[].usedArraySuggestions used by the agent.
data[].playbookRuntimeDataArrayPlaybook runtime execution data.
data[].playbookRuntimeData[].playbookIdStringPlaybook ID.
data[].playbookRuntimeData[].typeStringPlaybook type. Example: primary
data[].playbookRuntimeData[].triggerTypeStringTrigger source. Example: auto
data[].playbookRuntimeData[].openedAtString (UTC)Playbook start time.
data[].playbookRuntimeData[].closedAtString (UTC)Playbook end time.
data[].playbookRuntimeData[].adheredStepsIntegerNumber of steps adhered to.
data[].playbookRuntimeData[].adherenceRateNumberOverall adherence rate as a percentage.
data[].coachingRuntimeDataArrayCoaching rule execution details.
data[].coachingRuntimeData[].ruleIdStringCoaching rule ID.
data[].coachingRuntimeData[].ruleNameStringCoaching rule name.
data[].coachingRuntimeData[].triggeredAtString (UTC)Time rule was triggered.
data[].coachingRuntimeData[].actionTypeStringCoaching action type. Example: nudge, hint
data[].coachingRuntimeData[].isAdheredBooleanWhether the agent adhered to the coaching action.
data[].agenticActivitiesArrayAgent AI request/response activity details. Returned when includeAgenticData=true.
data[].agenticActivities[].utteranceStringUser utterance sent to Agent AI.
data[].agenticActivities[].requestIdStringUnique request ID.
data[].agenticActivities[].reqStatusStringHTTP request status. Example: 200
data[].agenticActivities[].responseTimeString (UTC)Time response was received.
data[].agenticActivities[].resStatusIntegerHTTP response status code.
data[].agenticActivities[].streamingBooleanIndicates if streaming was enabled.
queueInfo.queueIdStringQueue ID.
queueInfo.queueNameStringQueue name.
countScrollUpIntegerNumber of scroll-up clicks by the agent.
countScrollDnIntegerNumber of scroll-down clicks by the agent.
isWelcomeMsgReadBooleanIndicates if the Welcome Message was read.
linksClickedArrayURLs clicked by the agent with timestamps.