Get All Conversations Data - Call Details v1

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Get All Conversations Data – Call Details - v1

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

Method	POST
Endpoint	https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/calldetails?limit=100\&offset=0
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 conversation 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://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/callDetails?offset=0&limit=100' \
--header 'authority: staging-smartassist.kore.ai' \
--header 'accept: application/json, text/plain, /' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'auth: <token>' \
--header 'iId: {{streamId}}' \
--data '{
    "startDate": "2026-02-23",
    "endDate": "2026-02-26",
    "selectedFields": ["skills", "customerinfo", "userleveltags", "sessionleveltags"],
    "queues":[],
    "channels": [], 
    "timeZoneOffset": -330
}'

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	Optional
auth	JWT authentication token	Required
IId	Stream or application ID	Required

Request Body Parameters

Parameter	Description	Type
startDate	The start date from which records are considered. The format is yyyy-mm-dd HH24:mm:ss. Example: 2022-08-25 07:20:15.	DateTime, required
endDate	The end date up to which records are considered. The format is yyyy-mm-dd HH24:mm:ss. Example: 2022-08-25 18:20:15.	DateTime, required
timeZoneOffset	The time zone offset. Example values: -330, 630, -500.	number, required
channels	The channels to include. Example: ['rtm', 'voice'].	array[string], optional
selectedFields	Specifies which data fields to include in the API response. skills - Returns the agent’s areas of expertise or capabilities. customerinfo-Includes key customer details such as email, first name, last name, phone number, and other details. userleveltags-Returns tags assigned at the individual user level for categorization or filtering. sessionleveltags-Returns tags associated with a specific session or conversation instance.	array[string], optional
queues	The list of queue IDs in the instance bots.	array[string], optional

Sample Response

{
    "numResults": 14,
    "data": [
        {
            "sessionId": "68dc602b4afb07c72ac5xxxx",
            "channel": "Voice",
            "sessionStartTime": "2025-10-01T04:26:43",
            "sessionEndTime": "2025-10-01T04:26:45",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "userId": "u-e91234e3-86f8-52af-b24e-deb534bexxxx",
            "channelSpecificUserId": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/dccacd01-483f-4b73-bdc1-5fa2c620xxxx",
            "orgId": "o-7fc14025-8feb-5b1b-889d-4a689f9dxxxx",
            "disconnectingEvent": "Bot Hangup",
            "finalStatus": "BotResolved",
            "customerinfo": {
                "CustomerPhone": "+132136xxxxx",
                "CenterPhone": "+198030xxxxx",
                "Direction": "Inbound",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "skills": [],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+132136xxxxx"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        },
        {
            "sessionId": "68dc633561a7c9a92909xxxx",
            "channel": "Voice",
            "sessionStartTime": "2025-10-01T04:39:41",
            "sessionEndTime": "2025-10-01T04:39:43",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "userId": "u-26e9f62f-6bdc-54c2-b10f-0ed30f88xxxx",
            "channelSpecificUserId": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/1d0a1233-5b15-4e2d-af15-8eec1c42xxxx",
            "orgId": "o-7fc14025-8feb-5b1b-889d-4a689f9dxxxx",
            "disconnectingEvent": "Bot Hangup",
            "finalStatus": "BotResolved",
            "customerinfo": {
                "CustomerPhone": "+132136xxxxx",
                "CenterPhone": "+198030xxxxx",
                "Direction": "Inbound",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "skills": [],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+132136xxxxx"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        },
           {
            "conversationId": "c-a5bc17c-9657-4ea7-92e5-8b97eabbxxxx",
            "sessionId": "68dc8d9c4afb07c72ac5xxxx",
            "channel": "Voice",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "User Hangup",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "dispositions": [
                "Resolved"
            ],
            "dispositionRemarks": [],
            "metaInfo": {
                "caller": "+13213xxxxx",
                "callee": "+14176xxxxx",
                "callerHost": "54.244.51.2",
                "userId": "u-5828ec60-a890-5c00-9ebd-4c5e7480xxxx",
                "dialedNumber": "+141769xxxxx",
                "agentTransferConfig": {
                    "skillsIds": [],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                    "accountId": "67654be356840f366e79xxxx"
                },
                "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-5828ec60-a890-5c00-9ebd-4c5e7480xxxx",
                "identities": [
                    {
                        "val": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/940fc503-3eef-420f-84da-7e0fcfdexxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "67654be356840f366e79xxxx/korevg/940fc503-3eef-420f-84da-7e0fcfdexxxx",
                        "type": "mapped"
                    }
                ],
                "transcribeConfig": {
                    "transcribe": true
                }
            },
            "customerinfo": {
                "CustomerPhone": "+132136xxxxx",
                "CenterPhone": "+141769xxxxx",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2025-10-01T07:40:36",
            "sessionEndTime": "2025-10-01T07:41:56",
            "channelSpecificUserId": "67654be356840f366e7xxxxx/korevg/940fc503-3eef-420f-84da-7e0fcfdxxxxx",
            "userId": "u-5828ec60-a890-5c00-9ebd-4c5e7480xxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-e30b539-dd3c-4e10-90a9-354a3e72xxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": true,
                    "CallbackOptedTime": "2025-10-01T02:10:57.780Z",
                    "userCallbackAcceptTime": "2025-10-01T02:11:24.591Z",
                    "EnterTime": "2025-10-01T07:40:36",
                    "respondingAgent": {
                        "agentId": "u-13b82e29-91a3-5092-a7ba-b92c8527xxxx",
                        "agentNotes": [
                            "The bot initiated an external number agent transfer. However, no additional details or issues were addressed in the conversation."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2025-10-01T07:41:23",
                        "firstResponseDuration": 0,
                        "interactionEndTime": "2025-10-01T07:41:59",
                        "interactionDuration": 36,
                        "afterCallWorkDuration": 4,
                        "afterCallWorkEndTime": "2025-10-01T07:42:04",
                        "email": "[e-mail]",
                        "name": "John Doe",
                        "acceptedTime": "2025-10-01T07:41:23",
                        "assignedAt": "2025-10-01T07:40:58"
                    }
                }
            ],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+132xxxxx"
                },
                {
                    "name": "voiceAgentTransferStart",
                    "value": "1"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        },
      {
            "conversationId": "c-0149c76-6c27-40dd-a882-e0ec25cxxxxx",
            "sessionId": "6911d07426fef75d6549xxxx",
            "channel": "Web/Mobile Client",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "dispositions": [
                "Requires Supervisor Attention"
            ],
            "dispositionRemarks": [
                "El cliente expresó inicialmente su tristeza, pero el bot no pudo encontrar una respuesta y le preguntó si necesitaba algo más. El cliente mencionó entonces que quería transferir dinero, a lo que el bot le preguntó si podía ayudarle en algo más. Tras una breve pausa, el bot agradeció al cliente su espera y lo puso en contacto con un agente. El agente finalizó la conversación, indicando que el problema se había resuelto."
            ],
            "metaInfo": {
                "firstName": "Jane",
                "lastName": "Doe",
                "email": "[e-mail]",
                "phoneNumber": "150551xxxxx",
                "category": "i18n",
                "identities": [
                    {
                        "val": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/eeb8b197-938c-4c1b-933b-3cdfa61522fd38df39c2-d5c7-4194-962a-42e56e66xxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                            "isEnabled": false
                        }
                    },
                    "automationBotId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                    "lastIntentName": "transfer money",
                    "dialog_tone": [
                        {
                            "tone_name": "sad",
                            "level": 2.5,
                            "count": 2,
                            "totalLevel": 5
                        },
                        {
                            "tone_name": "joy",
                            "level": -3,
                            "count": 2,
                            "totalLevel": -6
                        }
                    ],
                    "noAgentsFlowId": "cf-346373de-a8e6-5c3e-8387-c9eb75e2xxxx"
                },
                "ipAddress": "115.114.xx.xxx",
                "hostDomain": "https://example.com",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "150551xxxxx",
                "CenterPhone": "",
                "CustomerFirstName": "John",
                "CustomerLastName": "Doe",
                "CustomerEmail": "[e-mail]",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2025-11-10T17:15:56",
            "sessionEndTime": "2025-11-10T17:16:24",
            "channelSpecificUserId": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/eeb8b197-938c-4c1b-933b-3cdfa61522fd38df39c2-d5c7-4194-962a-42e56e66xxxx",
            "userId": "u-729677cb-8dc7-5c46-8964-1b54e21bxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-e30b539-dd3c-4e10-90a9-354a3e72xxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2025-11-10T17:16:19",
                    "respondingAgent": {
                        "agentId": "u-13b82e29-91a3-5092-a7ba-b92c8527xxxx",
                        "agentNotes": [
                            "The customer initially expressed sadness but the bot was unable to find an answer and asked if there was anything else it could assist with. The customer then mentioned wanting to transfer money, prompting the bot to ask if it could help further. After a brief pause, the bot thanked the customer for waiting and connected them with an agent. The agent then closed the conversation, indicating that the issue had been addressed.",
                            "El cliente expresó inicialmente su tristeza, pero el bot no pudo encontrar una respuesta y le preguntó si necesitaba algo más. El cliente mencionó entonces que quería transferir dinero, a lo que el bot le preguntó si podía ayudarle en algo más. Tras una breve pausa, el bot agradeció al cliente su espera y lo puso en contacto con un agente. El agente finalizó la conversación, indicando que el problema se había resuelto."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "interactionEndTime": "2025-11-10T17:17:00",
                        "interactionDuration": 36,
                        "afterCallWorkDuration": 7,
                        "afterCallWorkEndTime": "2025-11-10T17:17:08",
                        "email": "[e-mail]",
                        "name": "John Doe",
                        "acceptedTime": "2025-11-10T17:16:24",
                        "assignedAt": "2025-11-10T17:16:20"
                    }
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-12052b7-a438-4275-809c-c6de663axxxx",
            "sessionId": "68dc657eba8a20f3da6bxxxx",
            "channel": "Voice",
            "skills": [],
            "finalStatus": "USER ABANDONED",
            "disconnectingEvent": "User Hangup",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "caller": "+132136xxxxx",
                "callee": "+141769xxxxx",
                "callerHost": "54.244.xx.x",
                "userId": "u-d42af172-a6ab-524a-9105-d466ea70xxxx",
                "dialedNumber": "+141769xxxxx",
                "agentTransferConfig": {
                    "skillsIds": [],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                    "accountId": "67654be356840f366e79xxxx"
                },
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#40e0d0",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
                "_id": "u-d42af172-a6ab-524a-9105-d466ea70xxxx",
                "identities": [
                    {
                        "val": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/3e140b70-8814-4e2c-853e-6042e8f6xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "67654be356840f366e79xxxx/korevg/3e140b70-8814-4e2c-853e-6042e8f6xxxx",
                        "type": "mapped"
                    }
                ],
                "transcribeConfig": {
                    "transcribe": true
                }
            },
            "customerinfo": {
                "CustomerPhone": "+132136xxxxx",
                "CenterPhone": "+141769xxxxx",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2025-10-01T04:49:26",
            "sessionEndTime": "2025-10-01T04:50:10",
            "channelSpecificUserId": "67654be356840f366e79xxxx/korevg/3e140b70-8814-4e2c-853e-6042e8f6xxxx",
            "userId": "u-d42af172-a6ab-524a-9105-d466ea70xxxx",
            "destinations": [],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+132136xxxxx"
                },
                {
                    "name": "voiceAgentTransferStart",
                    "value": "1"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        },
         {
            "conversationId": "c-d33a57a-3132-4495-a427-a88b3d62xxxx",
            "sessionId": "68dc60644afb07c72ac5xxxx",
            "channel": "Voice",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "Bot Hangup",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "dispositions": [
                "DROP-OFF"
            ],
            "dispositionRemarks": [
                "-"
            ],
            "metaInfo": {
                "caller": "+132136xxxxx",
                "callee": "+141769xxxxx",
                "callerHost": "54.244.xx.x",
                "userId": "u-40f9b475-82e9-5393-8e0b-20882db0xxxx",
                "dialedNumber": "+141769xxxxx",
                "agentTransferConfig": {
                    "skillsIds": [],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
                    "accountId": "67654be356840f366e79xxxx"
                },
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#2e8b57",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
                "_id": "u-40f9b475-82e9-5393-8e0b-20882db0xxxx",
                "identities": [
                    {
                        "val": "cs-65bc54d9-abd1-5e36-a210-9e461e98xxxx/c143b85d-591f-4c78-9f7a-1d9d6b4cxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "67654be356840f366e79xxxx/korevg/c143b85d-591f-4c78-9f7a-1d9d6b4cxxxx",
                        "type": "mapped"
                    }
                ],
                "transcribeConfig": {
                    "transcribe": true
                }
            },
            "customerinfo": {
                "CustomerPhone": "+132136xxxxx",
                "CenterPhone": "+141769xxxxx",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2025-10-01T04:27:40",
            "sessionEndTime": "2025-10-01T04:31:58",
            "channelSpecificUserId": "67654be356840f366e79xxxx/korevg/c143b85d-591f-4c78-9f7a-1d9d6b4cxxxx",
            "userId": "u-40f9b475-82e9-5393-8e0b-20882db0xxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-e30b539-dd3c-4e10-90a9-354a3e72xxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2025-10-01T04:27:41",
                    "nonRespondingAgents": [
                        {
                            "agentId": "u-e454bed4-1f28-5a19-83bb-b29cc237xxxx",
                            "agentNotes": [],
                            "email": "[e-mail]",
                            "name": "John",
                            "assignedAt": "2025-10-01T04:27:41"
                        }
                    ]
                }
            ],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+132136xxxxx"
                },
                {
                    "name": "voiceAgentTransferStart",
                    "value": "1"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        },
        {
            "conversationId": "c-ebb8b71-1330-43e0-8e14-6358dd59xxxx",
            "sessionId": "68dc3e4a86490d51f20dxxxx",
            "channel": "Voice",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx",
            "dispositions": [
                "Requires Supervisor Attention"
            ],
            "dispositionRemarks": [],
            "metaInfo": {
                "userId": "u-9e13de55-bba4-5052-8055-137b5955xxxx",
                "firstName": "John",
                "lastName": "Doe",
                "caller": "+185661xxxxx",
                "callee": "+9195501xxxxx",
                "countryCode": "91",
                "dialedNumber": "+185661xxxxx",
                "endUserNumber": "+9195501xxxxx",
                "agentTransferConfig": {
                    "automationBotId": "st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx"
                }
            },
            "customerinfo": {
                "CustomerPhone": "+9195501xxxxx",
                "CenterPhone": "+185661xxxxx",
                "CustomerFirstName": "John",
                "CustomerLastName": "Doe",
                "CustomerEmail": "",
                "Direction": "Outbound"
            },
            "sessionStartTime": "2025-10-01T02:02:10",
            "sessionEndTime": "2025-10-01T02:03:49",
            "userId": "u-9e13de55-bba4-5052-8055-137b595xxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-e30b539-dd3c-4e10-90a9-354a3e72xxxx",
                    "respondingAgent": {
                        "agentId": "u-e454bed4-1f28-5a19-83bb-b29cc23xxxx",
                        "agentNotes": [],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2025-10-01T02:02:19",
                        "firstResponseDuration": 8,
                        "interactionEndTime": "2025-10-01T02:02:43",
                        "interactionDuration": 32,
                        "afterCallWorkDuration": 18,
                        "afterCallWorkEndTime": "2025-10-01T02:03:02",
                        "email": "[e-mail]",
                        "name": "John Doe",
                        "acceptedTime": "2025-10-01T02:02:11",
                        "assignedAt": "2025-10-01T02:02:10"
                    }
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-325251a-278e-45e8-8b09-54513e0xxxxx",
            "sessionId": "699c24d4f3d060c0e08xxxxx",
            "channel": "Web/Mobile Client",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
            "dispositions": [
                "Resolved"
            ],
            "dispositionRemarks": [
                "The bot initiated a transfer to an agent and thanked the customer for waiting. The agent then joined the conversation but did not provide any specific assistance or details. The bot informed the customer that Uat has now closed the conversation and encouraged them to reach out again if needed."
            ],
            "metaInfo": {
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#2e8b57",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3xxxxx",
                "_id": "u-fb18cc28-6eca-51f4-8fff-cae558dxxxxx",
                "identities": [
                    {
                        "val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/520b515f-06e6-4aac-9784-9a7adcd697a73383382d-3611-4920-8a28-3ee7607xxxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx"
                },
                "ipAddress": "115.114.88.222",
                "hostDomain": "{{hostDomain}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2026-02-23T15:28:44",
            "sessionEndTime": "2026-02-23T15:29:56",
            "channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/520b515f-06e6-4aac-9784-9a7adcd697a73383382d-3611-4920-8a28-3ee7607xxxxx",
            "userId": "u-fb18cc28-6eca-51f4-8fff-cae558dxxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2026-02-23T15:28:44",
                    "respondingAgent": {
                        "agentId": "u-d289fb12-bf8a-53d7-9a96-998b156xxxxx",
                        "agentNotes": [
                            "The bot initiated a transfer to an agent and thanked the customer for waiting. The agent then joined the conversation but did not provide any specific assistance or details. The bot informed the customer that Uat has now closed the conversation and encouraged them to reach out again if needed."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2026-02-23T15:29:01",
                        "firstResponseDuration": 5,
                        "interactionEndTime": "2026-02-23T15:29:26",
                        "interactionDuration": 30,
                        "afterCallWorkDuration": 6,
                        "afterCallWorkEndTime": "2026-02-23T15:29:32",
                        "email": "[e-mail]",
                        "name": "john doe",
                        "acceptedTime": "2026-02-23T15:28:56",
                        "assignedAt": "2026-02-23T15:28:45"
                    }
                }
            ],
            "likeDislikeScore": 1,
            "surveyType": "likeDislike",
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-b7c6e45-76d9-4b32-b1e9-1167a58xxxxx",
            "sessionId": "699c028c28f2a5aae9bxxxxx",
            "channel": "Web/Mobile Client",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "System Hangup",
            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
            "dispositions": [
                "DROP-OFF"
            ],
            "dispositionRemarks": [
                "-"
            ],
            "metaInfo": {
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#ff8c00",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3xxxxx",
                "_id": "u-7433f073-d7b7-56f5-a79f-a33093cxxxxx",
                "identities": [
                    {
                        "val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/eb82c503-ae89-4e28-b9bc-3c9d1ccda70c0e080af2-9aee-42f7-a221-70a7b59xxxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx"
                },
                "ipAddress": "115.114.88.222",
                "hostDomain": "{{hostDomain}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2026-02-23T13:02:28",
            "sessionEndTime": "2026-02-23T13:02:39",
            "channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/eb82c503-ae89-4e28-b9bc-3c9d1ccda70c0e080af2-9aee-42f7-a221-70a7b59xxxxx",
            "userId": "u-7433f073-d7b7-56f5-a79f-a33093cxxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2026-02-23T13:02:28"
                }
            ],
            "npsScore": 2,
            "surveyType": "nps",
            "csatFeedback": "services",
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-0ac330d-0c53-4edc-a4d4-23d3a91xxxxx",
            "sessionId": "699c020c28f2a5aae9bxxxxx",
            "channel": "Web/Mobile Client",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "System Hangup",
            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
            "dispositions": [
                "DROP-OFF"
            ],
            "dispositionRemarks": [
                "-"
            ],
            "metaInfo": {
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#00ff7f",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3xxxxx",
                "_id": "u-4b8a2d08-bf57-520f-8ee2-1669d8axxxxx",
                "identities": [
                    {
                        "val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/d6b37c15-d2b1-4953-bbb7-3bca16a4ec94aa5feec4-cb64-4412-85f6-0beb679xxxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx"
                },
                "ipAddress": "115.114.88.222",
                "hostDomain": "{{hostDomain}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2026-02-23T13:00:20",
            "sessionEndTime": "2026-02-23T13:00:36",
            "channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/d6b37c15-d2b1-4953-bbb7-3bca16a4ec94aa5feec4-cb64-4412-85f6-0beb679xxxxx",
            "userId": "u-4b8a2d08-bf57-520f-8ee2-1669d8axxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2026-02-23T13:00:20"
                }
            ],
            "csatScore": 4,
            "surveyType": "csat",
            "userleveltags": [],
            "sessionleveltags": []
        },
        {
            "conversationId": "c-27da782-594e-4e1d-8012-ca87492xxxxx",
            "sessionId": "699bff7628f2a5aae9bxxxxx",
            "channel": "Voice",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "Bot Hangup",
            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
            "dispositions": [
                "Resolved"
            ],
            "dispositionRemarks": [
                "The conversation began with the bot initiating an agent transfer. The customer responded with greetings, and the bot acknowledged them with a friendly greeting."
            ],
            "metaInfo": {
                "caller": "+132136xxxxx",
                "callee": "+147890xxxxx",
                "callerHost": "54.xxx.xx.2",
                "userId": "u-c1dce3f7-863c-5b1f-a80e-daa27cfxxxxx",
                "dialedNumber": "+147890xxxxx",
                "agentTransferConfig": {
                    "skillsIds": [],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
                    "accountId": "68920d3f8ea2b7852d4xxxxx"
                },
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#ff8c00",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3xxxxx",
                "_id": "u-c1dce3f7-863c-5b1f-a80e-daa27cfxxxxx",
                "identities": [
                    {
                        "val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/d2270c86-d811-4cb2-bf6a-6cb8fd6xxxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "68920d3f8ea2b7852d4xxxxx/korevg/d2270c86-d811-4cb2-bf6a-6cb8fd6xxxxx",
                        "type": "mapped"
                    }
                ],
                "transcribeConfig": {
                    "transcribe": true
                }
            },
            "customerinfo": {
                "CustomerPhone": "+132136xxxxx",
                "CenterPhone": "+147890xxxxx",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": "",
                "Direction": "Inbound"
            },
            "sessionStartTime": "2026-02-23T12:49:18",
            "sessionEndTime": "2026-02-23T12:50:04",
            "channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150f7a2a/d2270c86-d811-4cb2-bf6a-6cb8fd6xxxxx",
            "userId": "u-c1dce3f7-863c-5b1f-a80e-daa27cfxxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2026-02-23T12:49:20",
                    "respondingAgent": {
                        "agentId": "u-92b5cb3b-b0cc-5e37-b321-31c3255xxxxx",
                        "agentNotes": [
                            "The conversation began with the bot initiating an agent transfer. The customer responded with greetings, and the bot acknowledged them with a friendly greeting."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "interactionEndTime": "2026-02-23T12:49:36",
                        "interactionDuration": 11,
                        "afterCallWorkDuration": 4,
                        "afterCallWorkEndTime": "2026-02-23T12:49:40",
                        "email": "[e-mail]",
                        "name": "john doe",
                        "acceptedTime": "2026-02-23T12:49:24",
                        "assignedAt": "2026-02-23T12:49:21"
                    }
                }
            ],
            "likeDislikeScore": 0,
            "surveyType": "likeDislike",
            "csatFeedback": "Services.",
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                },
                {
                    "name": "callerNumber",
                    "value": "+132136xxxxx"
                },
                {
                    "name": "voiceAgentTransferStart",
                    "value": "1"
                },
                {
                    "name": "voiceAutomationSuccess",
                    "value": "1"
                },
                {
                    "name": "welcomeMessageTwilio",
                    "value": "1"
                }
            ]
        }
    ]
}

Response Parameters

Parameter	Type and Format	Description	Example
conversationId	type-prefixed-guid	An ID generated 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. Values-Web/Mobile Client, System Mail, or Voice.	Web / Mobile Client
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
botId	type-prefixed-guid	Identifier of the bot involved.	st-ae8470ab-8ecb-51fb-8e13-c87dc66fxxxx
userId	type-prefixed-guid	A unique identifier for the user involved in the conversation.	u-8413fd99-4ded-5f6d-8c1a-176dc66xxxx
channelSpecificUserId	no known format	User ID passed by the channel.	[e-mail]
orgId	type-prefixed-guid	The organization ID.	o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx
disconnectingEvent	character string	The final event leading to the conversation ending.	System Hangup
finalStatus	character string	Completion status of the conversation.	CLOSED or BotResolved
automationBotIDs	array	List of automation bots involved in the session.	[ “st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx”]
dispositions	array of strings	Disposition assigned to the conversation.	[ “Requires Supervisor Attention”]
dispositionRemarks	array of strings	Remarks or notes related to the disposition from the agent.	[ “CUSTOMER needs help with Products and Sales. AGENT will connect her with an agent.” ]
metaInfo	object	Contains custom information set by automation.	—
metaInfo.caller	string	Phone number of the caller.	+132136xxxxx
metaInfo.callee	string	Phone number of the callee.	+133434xxxxx
metaInfo.callerHost	string	IP address of the caller.	54.xxx.xx.2
metaInfo.userId	string	Unique identifier of the user.	u-4245d01e-6124-587a-85b2-939fe3cfxxxx
metaInfo.dialedNumber	string	Number dialed by the caller.	+133434xxxxx
metaInfo.agentTransferConfig	object	Contains configuration for agent transfer, including skills, bot, and last intent.	—
metaInfo.agentTransferConfig.skillsIds	array	ID of each skill of the agent handling this conversation.	[ 6834045b2e9b90fa31c8xxxx, 6834045b2e9b90fa31c8xxxx]
metaInfo.agentTransferConfig.overrideAgents	boolean	Indicates whether agent override is enabled.	false
metaInfo.agentTransferConfig.overrideValues	array	Custom override values for agent transfer.	—
metaInfo.agentTransferConfig.assistEvents	object	Configuration for assist-related events.	—
metaInfo.agentTransferConfig.assistEvents.startEvent	object	Configuration details for the assist start event.	—
metaInfo.agentTransferConfig.assistEvents.startEvent.startEvent.botID	string	Identifier of the bot involved.	st-ceb5fb14-37eb-54a8-a32d-1d751c10xxxx
metaInfo.agentTransferConfig.assistEvents.startEvent.startEvent.isEnabled	boolean	Indicates whether the assist start event is enabled.	false
metaInfo.agentTransferConfig.lastIntentName	string	Last intent posted to the bot by the user.	Pay Bill
metaInfo.agentTransferConfig.dialog_tone	array of objects	Dialog tone settings.	—
metaInfo.agentTransferConfig.dialog_tone.tone_name	string	Name of the detected tone or emotion.	joy
metaInfo.agentTransferConfig.dialog_tone.level	number	Current intensity level of the tone.	-3
metaInfo.agentTransferConfig.dialog_tone.count	integer	The number of times this tone was detected.	2
metaInfo.agentTransferConfig.dialog_tone.totalLevel	number	Cumulative tone intensity across occurrences.	-6
metaInfo.agentTransferConfig.noAgentsFlowId	string	Flow ID to be triggered when no agents are available for transfer.	cf-346373de-a8e6-5c3e-8387-c9eb75e2xxxx
metaInfo.agentTransferConfig.accountId	string	Agent account ID for transfer configuration.	674daf4bc9d17f4dc070xxxx
metaInfo.ipAddress	string	IP address from which the user accessed the session.	103.xxx.xxx.xxx
metaInfo.hostDomain	string	Domain of the platform instance handling the interaction.	—
metaInfo.os	string	The operating system of the user’s device.	Windows
metaInfo.customerinfo	object	Contains customer details captured during the session.	—
metaInfo.customerinfo.CustomerPhone	string	Customer’s phone number.	1505515XXXX
metaInfo.customerinfo.CenterPhone	string	Contact number of the service center.	—
metaInfo.customerinfo.CustomerFirstName	string	Customer’s first name.	John
metaInfo.customerinfo.CustomerLastName	string	Customer’s last name.	Doe
metaInfo.customerinfo.CustomerEmail	string	Customer’s email address.	[e-mail]
metaInfo.customerinfo.Direction	string	Specifies the call direction.	Inbound
metaInfo.workinghours	object	Defines the agent’s working days and hours.	—
metaInfo.workinghours.workdays	string	The working days of the agent.	mon,tue,wed,thu,fri
metaInfo.workinghours.workstart	string	The time when the agent begins accepting calls.	8:00 AM
metaInfo.workinghours.workend	string	The time when the agent stops accepting calls.	5:00 PM
metaInfo.profImage	string	Profile image of the agent.	no-avatar
metaInfo.profColour	string	Profile color code.	#ff4500
metaInfo.jTitle	string	Job title of the agent.	—
metaInfo.dept	string	Department of the agent.	—
metaInfo.activationStatus	String	The activation status of agents.	active
metaInfo.firstName	string	The first name of the agent.	—
metaInfo.lastName	string	The last name of the agent.	—
metaInfo.orgId	string	The organization ID.	o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx
metaInfo._id	string	Internal identifier for the user object.	u-c1ca58fb-2208-52f8-9f9c-d542316exxxx
metaInfo.identities	array of objects	Contains the list of mapped identities for the user.	—
metaInfo.identities.val	string	Mapped identity value.	cs-259844d3-7827-5f33-ae7c-9d790e6dxxxx/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx
metaInfo.identities.type	string	Type of identity mapping.	mapped
metaInfo.transcribeConfig	object	Configuration for call transcription.	—
metaInfo.transcribeConfig.transcribe	boolean	Indicates whether transcription is enabled for the session.	true
destinations	array of objects	One object for each Queue or Agent that the call was transferred to.	—
destinations.destinationType	string	Destination for any transfer-distinguishes direct-to-agent vs. queue.	QueueEntry
destinations.queueId	type-prefixed-guid	The internal ID for the Queue.	qu-123dbe9-c752-464d-a9be-1d0e43b6xxxx
destinations.queueName	character string	Name of the queue.	Residential-Sales
destinations.CallbackOpted	boolean	Indicates whether the customer opted for a callback.	True
destinations.CallbackOptedTime	string (ISO 8601 datetime)	Timestamp when the customer opted for the callback (only if CallbackOpted = true).	2025-09-30T06:34:48.810Z
destinations.userCallbackAcceptTime	string (ISO 8601 datetime)	Timestamp when the customer accepted the callback initiated by the agent (only if CallbackOpted = true).	2025-09-30T06:35:00.589Z
destinations.EnterTime	string (ISO 8601 datetime)	Time at which this conversation entered this queue.	2023-01-10 2:25:54
destinations.respondingAgent	object	Details of the responding agent.	—
destinations.respondingAgent.agentId	type-prefixed-guid	The internal ID for the agent.	u-f3a11f62-57d7-5a9f-a071-787650b1xxxx
destinations.respondingAgent.agentNotes	array of strings	Notes provided by the agent.	[“CUSTOMER has a problem with Products and Sales. She needs an agent to help her.”]
destinations.respondingAgent.destinationType	string	Type of agent destination.	AgentSegment
destinations.respondingAgent.status	string	Status of the conversation with this respondingAgent.	Answered
destinations.respondingAgent.firstResponseTime	YYYY-MM-DDTHH SS	The time at which this agent first responded.	2023-01-10 2:25:54
destinations.respondingAgent.firstResponseDuration	integer	Duration in seconds, from Agent acceptance to first response.	20
destinations.respondingAgent.interactionEndTime	YYYY-MM-DDTHH SS	The time at which interaction with this agent ended.	2023-01-10 2:25:54
destinations.respondingAgent.interactionDuration	integer	Duration in seconds from Agent acceptance to last utterance.	51
destinations.respondingAgent.afterCallWorkDuration	integer	Duration in seconds of post-call work of this agent.	8
destinations.respondingAgent.afterCallWorkEndTime	YYYY-MM-DDTHH SS	Time when this agent completed post-call work.	2023-01-10 2:25:54
destinations.respondingAgent.email	string	Agent’s email address.	[e-mail]
destinations.respondingAgent.name	character string	Agent’s name.	jane doe
destinations.respondingAgent.assignedAt	YYYY-MM-DDTHH SS	Time at which this contact was assigned to this Agent.	2023-01-10 2:25:54
destinations.respondingAgent.acceptedTime	YYYY-MM-DDTHH SS	Time at which this Agent accepted the contact.	2023-01-10 2:25:54
destinations.nonRespondingAgents	array of objects	Details of agents assigned, but didn’t respond.	—
destinations.nonRespondingAgents.agentId	String	Unique identifier ofa non-responding agent.	u-3ea001b4-664a-58b6-8108-b8bca375xxxx
destinations.nonRespondingAgents.agentNotes	array of Strings	Notes or remarks for the interaction.	The customer initiated a conversation with the bot for various requests, including connecting to an agent.
destinations.nonRespondingAgents.destinationType	string	Segment type of the interaction.	AgentSegment
destinations.nonRespondingAgents.email	string	Email address of the agent.	[e-mail]
destinations.nonRespondingAgents.name	string	Full name of the assigned agent.	Jane doe
destinations.nonRespondingAgents.assignedAt	string (ISO 8601 datetime)	Timestamp when the agent was assigned.	2025-10-01T13:08:55
destinations.nonRespondingAgents.nonResponseEvent	string	The reason the agent didn’t respond.	Ignored
csatScore	integer	Customer Satisfaction (CSAT) score submitted for the call. This field is displayed only when the survey type is csat.	4
npsScore	integer	Net Promoter Score (NPS) rating submitted for the call, typically on a scale of 0–10, indicating the likelihood of the customer recommending the service. This field is displayed only when the survey type is nps.	2
likeDislikeScore	integer	Indicates whether the customer liked or disliked the interaction. A value of 1 represents Like, 0 represents Dislike. Displayed only when the survey type is like/dislike. This field is displayed only when the survey type is likeDislike.	0
surveyType	string	Type of post-call survey associated with the call. For CSAT surveys, the value is csat, likeDislike, nps.	csat
csatFeedback	string	Optional textual feedback provided by the customer as part of the CSAT survey. Displayed only when the survey type is csat.	services
userleveltags	array of tag objects	All user-level tags associated with this session.	{“name”: “accountnum”,“value”: “121413243141234132”}
sessionleveltags	array of tag objects	All session-level tags associated with this session.	{“name”: “audioCodesCallDisconnect”,“value”: “1”}