Get All Conversations Data - Call Details v2

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Get All Conversations Data - Call Details-v2

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}}/v2/interactionDetails?offset=0&limit=100, https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/v2/calldetails?offset=0&limit=100
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}}/v2/interactionDetails?offset=0&limit=100' \
--header 'accept: application/json' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'auth: <jwt_token>' \
--header 'iId: {{streamId}}' \
--data '{
"startDate":"2026-02-16",
"endDate":"2026-02-22",
"direction": "Outbound",
"selectedFields": [
        "skills",
        "customerinfo",
        "userleveltags",
        "sessionleveltags",
         "campaigninfo"
    ],
"queues":[],
"channels": [],
"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 records are considered. Format: 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. Format: yyyy-mm-dd HH24:mm:ss. Example: 2022-08-25 18:20:15	DateTime, required
timeZoneOffset	The time zone offset. Examples: -330, 630, -500. Note: For US/New York, the offset is 300. Use a minus sign for time zones east of GMT; no sign for time zones west of GMT.	number, required
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. campaigninfo- Returns campaign details associated with a specific session or conversation.	array[string], optional
channels	The channels to include. Example: ['rtm', 'voice']	array[string], optional
direction	Specifies the interaction direction to filter conversation data. Valid values typically include Inbound, Outbound, or Both.	string, optional
queues	The list of queue IDs in the instance bots.	array[string], optional

Sample Response

{
    "numResults": 10,
    "data": [
        {
            "sessionId": "68db745779cb8cebd651xxxx",
            "channel": "Web/Mobile Client",
            "sessionStartTime": "2025-09-30T11:40:31",
            "sessionEndTime": "2025-09-30T11:40:42",
            "botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
            "userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
            "channelSpecificUserId": "[e-mail]",
            "orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
            "smartStatus": "CLOSED AT BOT",
            "reason": "",
            "disconnectingEvent": "",
            "errorDetails": "",
            "finalStatus": "BotResolved",
            "automationBotIDs": [
                "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
            ]
        },
        {
            "sessionId": "68db74b379cb8cebd651xxxx",
            "channel": "Web/Mobile Client",
            "sessionStartTime": "2025-09-30T11:42:03",
            "sessionEndTime": "2025-09-30T11:42:16",
            "botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
            "userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
            "channelSpecificUserId": "[e-mail]",
            "orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
            "smartStatus": "CLOSED AT BOT",
            "reason": "",
            "disconnectingEvent": "",
            "errorDetails": "",
            "finalStatus": "BotResolved",
            "automationBotIDs": [
                "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
            ]
        },
        {
            "sessionId": "68db74e179cb8cebd651xxxx",
            "channel": "Web/Mobile Client",
            "sessionStartTime": "2025-09-30T11:42:49",
            "sessionEndTime": "2025-09-30T11:42:56",
            "botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
            "userId": "u-ae9c9170-7a27-5cf5-89ab-e345d9e7xxxx",
            "channelSpecificUserId": "[e-mail]",
            "orgId": "o-5a0da1e4-2df3-5cec-9ee4-af0b2efdxxxx",
            "smartStatus": "CLOSED AT BOT",
            "reason": "",
            "disconnectingEvent": "",
            "errorDetails": "",
            "finalStatus": "BotResolved",
            "automationBotIDs": [
                "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
            ]
        },
        {
            "conversationId": "c-b48e690-7d7c-4e72-9855-a669d688xxxx",
            "sessionId": "68db819479cb8cebd651xxxx",
            "channel": "Voice",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "reason": "Requires Supervisor Attention",
            "disconnectingEvent": "Agent Hangup",
            "errorDetails": "",
            "botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
            "dispositions": [
                "Requires Supervisor Attention"
            ],
            "dispositionRemarks": [
                "The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment. The bot asked the customer to hold while connecting to an available agent. The agent then joined the conversation and greeted the customer."
            ],
            "metaInfo": {
                "caller": "+13213xxxxx",
                "callee": "+13343xxxxx",
                "callerHost": "54.172.60.2",
                "userId": "u-4245d01e-6124-587a-85b2-939fe3cfxxxx",
                "dialedNumber": "+13343xxxxx",
                "agentTransferConfig": {
                    "skillsIds": [
                        "6834045b2e9b90fa31c8xxxx",
                        "6834045b2e9b90fa31c8xxxx"
                    ],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "isEnabled": false
                        }
                    },
                    "automationBotId": "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx",
                    "lastIntentName": "Pay Bill",
                    "lastIntentuserInput": "Can you pay my bill?",
                    "dialog_tone": [],
                    "accountId": "674daf4bc9d17f4dc070xxxx"
                },
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#ff4500",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
                "_id": "u-4245d01e-6124-587a-85b2-939fe3cfxxxx",
                "accountId": "60625df27092898e35d9xxxx",
                "identities": [
                    {
                        "val": "cs-259844d3-7827-5f33-ae7c-9d790e6d7548/9884fdd7-8546-4db8-bb66-5a7fef18xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "674daf4bc9d17f4dc07034a4/korevg/9884fdd7-8546-4db8-bb66-5a7fef18xxxx",
                        "type": "mapped"
                    }
                ],
                "transcribeConfig": {
                    "transcribe": true
                }
            },
            "sessionStartTime": "2025-09-30T12:37:00",
            "sessionEndTime": "2025-09-30T12:38:06",
            "channelSpecificUserId": "674daf4bc9d17f4dc070xxxx/korevg/9884fdd7-8546-4db8-bb66-5a7fef18xxxx",
            "userId": "u-4245d01e-6124-587a-85b2-939fe3cfxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-7a58cc5-0599-4609-817c-873d8384xxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2025-09-30T12:37:11",
                    "respondingAgent": {
                        "agentId": "u-e3f58196-0f28-5419-9601-dc136e8dxxxx",
                        "agentNotes": [
                            "The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment. The bot asked the customer to hold while connecting to an available agent. The agent then joined the conversation and greeted the customer."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2025-09-30T12:37:20",
                        "firstResponseDuration": 0,
                        "interactionEndTime": "2025-09-30T12:38:09",
                        "interactionDuration": 49,
                        "afterCallWorkDuration": 4,
                        "afterCallWorkEndTime": "2025-09-30T12:38:13",
                        "ConsultingAgents": [
                            {
                                "name": "+919550xxxxx",
                                "acceptedTime": "2025-09-30T12:37:51",
                                "assignedAt": "2025-09-30T12:37:44",
                                "consultingEndTime": "2025-09-30T12:38:02"
                            }
                        ],
                        "JoinedUsers": [],
                        "email": "[e-mail]",
                        "name": "John Doe",
                        "acceptedTime": "2025-09-30T12:37:20",
                        "assignedAt": "2025-09-30T12:37:16"
                    }
                }
            ],
            "automationBotIDs": [
                "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
            ]
        },
        {
            "conversationId": "c-c880eb2-0a78-416e-a5b6-b210d033xxxx",
            "sessionId": "68db79e679cb8cebd651xxxx",
            "channel": "Voice",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "reason": "Requires Supervisor Attention",
            "disconnectingEvent": "Bot Hangup",
            "errorDetails": "",
            "botId": "st-1d7611fa-908a-5f0c-8871-f7ea97a0xxxx",
            "dispositions": [
                "Requires Supervisor Attention"
            ],
            "dispositionRemarks": [
                "The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment process. The customer agreed to hold, and the bot connected them to an available agent. The agent then took over the conversation."
            ],
            "metaInfo": {
                "caller": "+13213xxxxx",
                "callee": "+133434xxxxx",
                "callerHost": "54.xxx.xx.1",
                "userId": "u-c1ca58fb-2208-52f8-9f9c-d542316exxxx",
                "dialedNumber": "+133434xxxxx",
                "agentTransferConfig": {
                    "skillsIds": [
                        "6834045b2e9b90fa31c8xxxx",
                        "6834045b2e9b90fa31c8xxxx"
                    ],
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "isEnabled": false
                        }
                    },
                    "automationBotId": "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx",
                    "lastIntentName": "Pay Bill",
                    "lastIntentuserInput": "Can you  pay my bill?",
                    "dialog_tone": [],
                    "accountId": "674daf4bc9d17f4dc070xxxx"
                },
                "workinghours": {
                    "workdays": "mon,tue,wed,thu,fri",
                    "workstart": "8:00 AM",
                    "workend": "5:00 PM"
                },
                "profImage": "no-avatar",
                "profColour": "#ff4500",
                "jTitle": "",
                "dept": "",
                "activationStatus": "active",
                "firstName": "",
                "lastName": "",
                "orgId": "o-2b41857b-a1cb-5862-8faf-e3d99c3axxxx",
                "_id": "u-c1ca58fb-2208-52f8-9f9c-d542316exxxx",
                "accountId": "60625df27092898e35d9xxxx",
                "identities": [
                    {
                        "val": "cs-259844d3-7827-5f33-ae7c-9d790e6dxxxx/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx",
                        "type": "mapped"
                    },
                    {
                        "val": "674daf4bc9d17f4dc070xxxx/korevg/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx",
                        "type": "mapped"
                    }
                ],
                "transcribeConfig": {
                    "transcribe": true
                }
            },
            "sessionStartTime": "2025-09-30T12:04:14",
            "sessionEndTime": "2025-09-30T12:06:08",
            "channelSpecificUserId": "674daf4bc9d17f4dc070xxxx/korevg/c246a41e-91c1-418f-a4c3-a5d4ad59xxxx",
            "userId": "u-c1ca58fb-2208-52f8-9f9c-d542316exxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-7a58cc5-0599-4609-817c-873d8384xxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": true,
                    "CallbackOptedTime": "2025-09-30T06:34:48.810Z",
                    "userCallbackAcceptTime": "2025-09-30T06:35:00.589Z",
                    "EnterTime": "2025-09-30T12:04:23",
                    "respondingAgent": {
                        "agentId": "u-e3f58196-0f28-5419-9601-dc136e8dxxxx",
                        "agentNotes": [
                            "The customer requested to pay their bill. The bot acknowledged the request and informed the customer that an agent would be required to assist with the bill payment process. The customer agreed to hold, and the bot connected them to an available agent. The agent then took over the conversation."
                        ],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2025-09-30T12:05:00",
                        "firstResponseDuration": 0,
                        "interactionEndTime": "2025-09-30T12:06:10",
                        "interactionDuration": 70,
                        "afterCallWorkDuration": 3,
                        "afterCallWorkEndTime": "2025-09-30T12:06:13",
                        "ConsultingAgents": [
                            {
                                "name": "Jane Doe",
                                "acceptedTime": "2025-09-30T12:05:45",
                                "assignedAt": "2025-09-30T12:05:36",
                                "consultingEndTime": "2025-09-30T12:05:58"
                            }
                        ],
                        "JoinedUsers": [],
                        "email": "[e-mail]",
                        "name": "John Doe",
                        "acceptedTime": "2025-09-30T12:05:00",
                        "assignedAt": "2025-09-30T12:04:48"
                    }
                }
            ],
            "automationBotIDs": [
                "st-e5c6ae6b-c388-5acd-93b7-bada87a7xxxx"
            ]
        },
{
            "conversationId": "c-252425a-903a-469e-b16d-eee318e3xxxx",
            "sessionId": "68dcfba48d99cc7cd125xxxx",
            "channel": "Web/Mobile Client",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "smartStatus": "CLOSED",
            "reason": "",
            "disconnectingEvent": "Agent Closed",
            "botId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "firstName": "John",
                "lastName": "Doe",
                "email": "[e-mail]",
                "phoneNumber": "150551xxxxx",
                "identities": [
                    {
                        "val": "cs-ddee2921-797d-5751-8786-bf06xxxx/22f2681a-23d9-420a-9852-5bdab917afd61f1ce2a8-b737-48ee-89b3-bfeeacb3xxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
                            "isEnabled": false
                        }
                    },
                    "automationBotId": "st-df029793-114e-55ab-9d80-8777af8axxxx",
                    "lastIntentName": "agent transfer",
                    "dialog_tone": []
                },
                "ipAddress": "123.xxx.xx.xxx",
                "hostDomain": "{{host}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "12345xxxxx",
                "CenterPhone": "",
                "CustomerFirstName": "Jane",
                "CustomerLastName": "Doe",
                "CustomerEmail": "[e-mail]"
            },
            "sessionStartTime": "2025-10-01T15:30:04",
            "sessionEndTime": "2025-10-01T15:31:01",
            "channelSpecificUserId": "cs-ddee2921-797d-5751-8786-bf060407xxxx/22f2681a-23d9-420a-9852-5bdab917afd61f1ce2a8-b737-48ee-89b3-bfeeacb3xxxx",
            "userId": "u-fb8994f9-3a52-58ed-8f73-81204e7xxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-577416d-3745-40e7-904c-85ba1a04xxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2025-10-01T15:30:23",
                    "nonRespondingAgents": [
                        {
                            "agentId": "u-3ea001b4-664a-58b6-8108-b8bca375xxxx",
                            "agentNotes": [
                                "The customer requested to connect with an agent. The bot acknowledged the request and initiated the transfer process, asking the customer to hold."
                            ],
                            "destinationType": "AgentSegment",
                            "email": "[e-mail]",
                            "name": "John Doe",
                            "assignedAt": "2025-10-01T15:30:35",
                            "nonResponseEvent": "Supervisor Reassigned"
                        }
                    ]
                },
                {
                    "agentId": "u-3ea001b4-664a-58b6-8108-b8bca37xxxxx",
                    "agentNotes": [
                        "The customer requested to connect with an agent. The bot acknowledged the request and initiated the transfer process, asking the customer to hold."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "interactionEndTime": "2025-10-01T15:31:00",
                    "interactionDuration": 15,
                    "afterCallWorkDuration": 32,
                    "afterCallWorkEndTime": "2025-10-01T15:31:32",
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "[e-mail]",
                    "name": "Jane Doe",
                    "acceptedTime": "2025-10-01T15:30:45",
                    "assignedAt": "2025-10-01T15:30:42"
                }
            ],
            "userleveltags": [],
            "sessionleveltags": []
            
        },
     {
            "conversationId": "c-9c9a4c6-6614-4adc-9a29-12e4278xxxxx",
            "sessionId": "6993256027d16c0edd2xxxxx",
            "channel": "Voice",
            "isVoicemail": "NO",
            "Direction": "Outbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "",
            "smartStatus": "CLOSED",
            "reason": "",
            "errorDetails": "",
            "botId": "st-d567cae4-0d18-577f-8944-3d6fbdexxxxx",
            "dispositions": [],
            "dispositionRemarks": [],
            "metaInfo": {
                "campaignName": "Jan 23 hotfix check (Copy)",
                "userId": "u-4fa7f000-3bcb-5c90-b647-76b4aa9xxxxx",
                "firstName": "Office",
                "lastName": "man",
                "caller": "+140258xxxxx",
                "callee": "9191002xxxxx",
                "Initiation": "Campaign",
                "dialedNumber": "+140258xxxxx",
                "endUserNumber": "9191002xxxxx",
                "attempt": 2
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "+140258xxxxx",
                "CustomerFirstName": "John",
                "CustomerLastName": "Doe",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2026-02-16T19:40:40",
            "sessionEndTime": "2026-02-16T19:40:40",
            "userId": "u-4fa7f000-3bcb-5c90-b647-76b4aa9xxxxx",
            "destinations": [],
            "userleveltags": [],
            "sessionleveltags": [
                {
                    "name": "audioCodesCallDisconnect",
                    "value": "1"
                }
            ],
            "campaigninfo": {
                "campaignName": "Jan 23 hotfix check (Copy)",
                "campaignId": "cd-3e9169e-9b3a-4415-bdcd-4700a44xxxxx",
                "campaignInstanceId": "cid-3b2e4e9-882d-48a7-a5a3-286b007xxxxx",
                "campaignDialingListId": "cdl-6be0807b-c7cf-53fb-8c3c-ee2f66fxxxxx",
                "attempt": 2,
                "contactStatus": "no-answer",
                "campaignRunDate": "2026-02-16T14:06:41.807Z",
                "contactListName": [
                    "WANTED JAN23"
                ]
            },
            "channelSpecificUserId": "cs-517d4422-a33f-50f7-a67d-d826b5fxxxxx/df922694-9d08-4026-8414-aef1d74xxxxx"
        },
     {
            "conversationId": "c-b807a56-5346-467a-b835-404d244xxxxx",
            "sessionId": "699c22cc3075d4d6997xxxxx",
            "channel": "Web/Mobile Client",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "Agent Closed",
            "smartStatus": "CLOSED",
            "reason": "Resolved",
            "errorDetails": "",
            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
            "dispositions": [
                "Resolved"
            ],
            "dispositionRemarks": [
                "The bot initiated a transfer to an agent and connected the customer with uxo. The agent greeted the customer and the bot informed them that they were being transferred to another agent's queue. The customer was then connected with Uat, who greeted them again. Uat closed the conversation, indicating that the customer could reach out again if further assistance was 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-1e92130e-a3f2-55ae-9472-52a1f02xxxxx",
                "identities": [
                    {
                        "val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/89a479d9-b927-42aa-bd0d-af97c6eceec2a3c64dff-1501-4fcd-955d-a69239cxxxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2axxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx"
                },
                "ipAddress": "115.114.xx.xxx",
                "hostDomain": "{{hostDomain}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2026-02-23T15:20:04",
            "sessionEndTime": "2026-02-23T15:21:36",
            "channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/89a479d9-b927-42aa-bd0d-af97c6eceec2a3c64dff-1501-4fcd-955d-a69239cxxxxx",
            "userId": "u-1e92130e-a3f2-55ae-9472-52a1f02xxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2026-02-23T15:20:04",
                    "respondingAgent": {
                        "agentId": "u-92b5cb3b-b0cc-5e37-b321-31c3255xxxxx",
                        "agentNotes": [],
                        "destinationType": "AgentSegment",
                        "status": "Answered",
                        "firstResponseTime": "2026-02-23T15:21:06",
                        "firstResponseDuration": 6,
                        "interactionEndTime": "2026-02-23T15:21:10",
                        "interactionDuration": 11,
                        "ConsultingAgents": [],
                        "JoinedUsers": [],
                        "email": "[e-mail]",
                        "name": "john doe",
                        "acceptedTime": "2026-02-23T15:21:00",
                        "assignedAt": "2026-02-23T15:20:04"
                    }
                },
                {
                    "agentId": "u-d289fb12-bf8a-53d7-9a96-998b156xxxxx",
                    "agentNotes": [
                        "The bot initiated a transfer to an agent and connected the customer with uxo. The agent greeted the customer and the bot informed them that they were being transferred to another agent's queue. The customer was then connected with Uat, who greeted them again. Uat closed the conversation, indicating that the customer could reach out again if further assistance was needed."
                    ],
                    "destinationType": "AgentSegment",
                    "status": "Answered",
                    "firstResponseTime": "2026-02-23T15:21:20",
                    "firstResponseDuration": 5,
                    "interactionEndTime": "2026-02-23T15:21:24",
                    "interactionDuration": 10,
                    "afterCallWorkDuration": 5,
                    "afterCallWorkEndTime": "2026-02-23T15:21:29",
                    "ConsultingAgents": [],
                    "JoinedUsers": [],
                    "email": "[e-mail]",
                    "name": "john doe",
                    "acceptedTime": "2026-02-23T15:21:14",
                    "assignedAt": "2026-02-23T15:21:12"
                }
            ],
            "likeDislikeScore": 1,
            "surveyType": "likeDislike",
            "userleveltags": [],
            "sessionleveltags": [],
            "campaigninfo": {
                "attempt": "",
                "contactStatus": "Resolved"
            }
        },


{
            "conversationId": "c-586a8b5-37ca-4e80-8c34-a53c5c6xxxxx",
            "sessionId": "699bfded91ef376ff70xxxxx",
            "channel": "Web/Mobile Client",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "System Hangup",
            "smartStatus": "TERMINATED",
            "reason": "DROP-OFF",
            "errorDetails": "",
            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx",
            "dispositions": [
                "DROP-OFF"
            ],
            "dispositionRemarks": [
                "-"
            ],
            "metaInfo": {
                "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-e3d99cxxxxx",
                "_id": "u-fa7190cf-f874-5723-820f-1064646xxxxx",
                "identities": [
                    {
                        "val": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/bf3c21d4-8371-40ce-974a-2a0b52fa8318b778870e-c7f1-4ca4-b3c9-8d3f240xxxxx",
                        "type": "mapped"
                    }
                ],
                "agentTransferConfig": {
                    "overrideAgents": false,
                    "overrideValues": [],
                    "assistEvents": {
                        "startEvent": {
                            "botId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx"
                },
                "ipAddress": "115.114.xx.xxx",
                "hostDomain": "{{hostDomain}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "sessionStartTime": "2026-02-23T12:42:45",
            "sessionEndTime": "2026-02-23T12:42:51",
            "channelSpecificUserId": "cs-325638a4-3312-5624-b19a-bbbc150xxxxx/bf3c21d4-8371-40ce-974a-2a0b52fa8318b778870e-c7f1-4ca4-b3c9-8d3f240xxxxx",
            "userId": "u-fa7190cf-f874-5723-820f-1064646xxxxx",
            "destinations": [
                {
                    "destinationType": "QueueEntry",
                    "queueId": "qu-52d7969-7e11-45e6-867b-cda9ccdxxxxx",
                    "queueName": "Default Queue",
                    "CallbackOpted": false,
                    "EnterTime": "2026-02-23T12:42:45"
                }
            ],
            "npsScore": 8,
            "surveyType": "nps",
            "userleveltags": [],
            "sessionleveltags": [],
            "campaigninfo": {
                "attempt": "",
                "contactStatus": "DROP-OFF"
            }
        },
{
            "conversationId": "c-0ac330d-0c53-4edc-a4d4-23d3a91xxxxx",
            "sessionId": "699c020c28f2a5aae9bxxxxx",
            "channel": "Web/Mobile Client",
            "isVoicemail": "NO",
            "Direction": "Inbound",
            "skills": [],
            "finalStatus": "CLOSED",
            "disconnectingEvent": "System Hangup",
            "smartStatus": "TERMINATED",
            "reason": "DROP-OFF",
            "errorDetails": "",
            "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-b8b0-41e4d2xxxxx",
                            "isEnabled": false
                        }
                    },
                    "lastIntentName": "ConnectToAgent",
                    "automationBotId": "st-8e0bc152-9cfc-5b48-b8b0-41e4d2xxxxx"
                },
                "ipAddress": "115.114.xx.xxx",
                "hostDomain": "{{hostDomain}}",
                "os": "Windows"
            },
            "customerinfo": {
                "CustomerPhone": "",
                "CenterPhone": "",
                "CustomerFirstName": "",
                "CustomerLastName": "",
                "CustomerEmail": ""
            },
            "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": [],
            "campaigninfo": {
                "attempt": "",
                "contactStatus": "DROP-OFF"
            }
        }

    ]
}

Response Parameters

Parameter 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. 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	SmartAssist’s own generated user ID	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
smartStatus	String	The summarised live status of the session.	CLOSED
Reason	character string	The reason for the status.	NO AGENTS AVAILABLE
disconnectingEvent	character string	The final event leading to the conversation ending	System Hangup
errorDetails	String	Details of any error that occurred.
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-badaxxxx”
isVoicemail	Boolean	Indicates if the session was a voicemail.	NO
Direction	String	Direction of the call. Values: Inbound, Outbound.	Inbound
finalStatus	String	Final status of the session	CLOSED
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 the automation
metaInfo.caller	string	Phone number of the caller.	+112345xxxxx
metaInfo.callee	string	Phone number of the person receiving the call	+112345xxxxx
metaInfo.callerHost	string	IP address of the caller.	12.xxx.67.8
metaInfo.userId	string	Unique identifier of the user.	u-4245d01e-6124-587a-85b2-939fe3cfxxxx
metaInfo.dialedNumber	string	Number dialed by the caller.	+112345xxxxx
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 the default agent selection logic is overridden.	false
metaInfo.agentTransferConfig.overrideValues	array	List of override parameters applied when agent selection logic is overridden.
metaInfo.agentTransferConfig.assistEvents	object	Contains configuration for assist-related events.
metaInfo.agentTransferConfig.assistEvents.startEvent	object	Contains configuration details for the assist start event
metaInfo.agentTransferConfig.assistEvents.startEvent.startEvent.isEnabled	boolean	Indicates whether the assist start event is enabled.	false
metaInfo.agentTransferConfig.lastIntentName	string	The last intent posted to the bot by the user	Pay Bill
metaInfo.agentTransferConfig.lastIntentuserInput	string	The user posted by the user	Can you please pay my bill?
metaInfo.agentTransferConfig.dialog_tone	array	Collection of detected conversational tone attributes associated with the interaction.
metaInfo.ipAddress	string	IP address from which the user accessed the session.	123.xxx.xxx.876
metaInfo.hostDomain	string	Domain of the platform instance handling the interaction.
metaInfo.os	string	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.	+198765xxxxx
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.agentTransferConfig.accountId	string	Unique identifier of the customer account associated with the session.	674daf4bc9d17f4dc070xxxx
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.
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 agent	active
metaInfo.firstName	string	The first name of the agent.	Jane
metaInfo.lastName	string	The last name of the agent	Doe
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-9d790e6d7548/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 – to distinguish a direct-to-agent transfer from a transfer to queue	QueueEntry
destinations.queueId	type-prefixed-guid	SmartAssist’s 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 or False
destinations.CallbackOptedTime	String (ISO 8601 datetime)	Timestamp when the customer opted for the callback. Displayed 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. Displayed 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. Note: When an agent responds to a conversation after it has been handed over, their details are captured in the respondingAgent object. However, if the initially assigned agent doesn’t respond and the conversation is reassigned to another agent, details of both the non-responding and responding agents are included in the nonRespondingAgent array of objects.
destinations.respondingAgent.agentId	type-prefixed-guid	SmartAssist’s 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 the time of Agent’s acceptance to the time of his first response.	20
destinations.respondingAgent.interactionEndTime	YYYY-MM-DDTHH SS	The time at which the interaction with this respondingAgent ended.	2023-01-10 2:25:54
destinations.respondingAgent.interactionDuration	integer	Duration in seconds, from the time of Agent’s acceptance to the time of the last utterance	51
destinations.respondingAgent.afterCallWorkDuration	integer	Duration in seconds, of the post-call-work of this agent.	8
destinations.respondingAgent.afterCallWorkEndTime	YYYY-MM-DDTHH SS	The time when this agent completed post-call work.	2023-01-10 2:25:54
destinations.respondingAgent.ConsultingAgents	array of objects	Contains details of the internal/external agent to whom the call has been transferred by the primary agent.
destinations.respondingAgent.ConsultingAgents.isMerged	Boolean	Indicates whether the agent’s record is merged with another.	True or False
destinations.respondingAgent.ConsultingAgents.name	string	The name or phone number of the external agent	+9198765xxxxx
destinations.respondingAgent.ConsultingAgents.acceptedTime	String (ISO 8601 datetime)	The timestamp when the external agent accepted the call.	2025-09-30T12:05:45
destinations.respondingAgent.ConsultingAgents.assignedAt	String (ISO 8601 datetime)	The timestamp when the call was assigned to the external agent.	2025-09-30T12:05:36
destinations.respondingAgent.ConsultingAgents.consultingEndTime	String (ISO 8601 datetime)	The timestamp when the call ended.	2025-09-30T12:05:58
destinations.respondingAgent.JoinedUsers	array	Users who joined the call.
destinations.respondingAgent.email	string	Agent’s email address	[e-mail]
destinations.respondingAgent.name	character string	Agent’s name
destinations.respondingAgent.assignedAt	YYYY-MM-DDTHH SS	The time at which this conversation was assigned to the Agent	2023-01-10 2:25:54
destinations.respondingAgent.acceptedTime	YYYY-MM-DDTHH SS	The time at which this Agent accepted this conversation	2023-01-10 2:25:54
destinations.nonRespondingAgents	Array of objects	Contains details of agents who were assigned to the interaction but didn’t respond.
destinations.nonRespondingAgents.agentId	String	Unique identifier of the agent who was assigned to the interaction but didn’t respond.	u-3ea001b4-664a-58b6-8108-b8bca375xxxx
destinations.nonRespondingAgents.agentNotes	Array of Strings	List of notes or remarks recorded for the interaction, typically describing customer intent, bot behavior, or agent context.	The customer initiated a conversation with the bot for various requests, including connecting to an agent.
destinations.nonRespondingAgents.destinationType	String	Specifies the segment type of the interaction. For non-responding agents, this value is typically “AgentSegment”.	AgentSegment
destinations.nonRespondingAgents.email	string	Email address of the agent who was assigned to handle the interaction.	[e-mail]
destinations.nonRespondingAgents.name	string	Full name of the assigned agent.	John Doe
destinations.nonRespondingAgents.assignedAt	string (ISO 8601 datetime)	Timestamp when the agent was assigned to the interaction.	2025-10-01T13:08:55
destinations.nonRespondingAgents.nonResponseEvent	string	Describes the reason the agent didn’t respond to the assigned interaction (for example, “Ignored”, “Supervisor Reassigned”).	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 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”: “1214132431412xxxxx”}
sessionleveltags	array of tag objects	All session-level tags associated with this session	{“name”: “audioCodesCallDisconnect”,“value”: “1”}
campaigninfo	object	Contains metadata of outbound campaigns associated with a specific session or conversation.
campaigninfo.campaignName	string	The name of the outbound campaign associated with the interaction.	Jan 23 hotfix check (Copy)
campaigninfo.campaignId	string	The name of the outbound campaign associated with the interaction.	cd-3e9169e-9b3a-4415-bdcd-4700a44xxxxx
campaigninfo.campaignInstanceId	string	Unique identifier for a specific execution or run of the campaign.	cid-3b2e4e9-882d-48a7-a5a3-286b007xxxxx
campaigninfo.campaignDialingListId	string	Unique identifier of the dialing/contact list used in the campaign.	cdl-6be0807b-c7cf-53fb-8c3c-ee2f66fxxxxx
campaigninfo.attempt	integer	Number of contact attempts made to the customer within the campaign.	2
campaigninfo.contactStatus	string	Final disposition of the contact attempt (for example, answered, no-answer, busy, failed).	no-answer
campaigninfo.campaignRunDate	DateTime (ISO 8601)	Date and time when the campaign was executed, in ISO 8601 UTC format.	2026-02-16T14:06:41.807Z
campaigninfo.contactListName	array[String]	Name(s) of the contact list(s) associated with the campaign.	WANTED JAN23
channelSpecificUserId	string	Channel-scoped identifier for the conversation.	cs-1a12f704-5a74-5a4e-94d1-4a003cbxxxxx/c-40dd2be-1421-4e76-b54a-e5dba60xxxxx