Auto QA Reporting API¶
This API provides reporting interaction level Auto QA scoring and qualification of metrics relevant to the interaction based on the form associated with the QA.
| METHOD | POST |
|---|---|
| Endpoint | <https://{{host}}//api/public/QualityManagement/account/{{accountId}}/v1/ScoreReporting> |
| Content Type | application/json |
| Authorization | auth: <JWT_TOKEN>See How to generate the JWT Token. |
| API Scope | Quality AI See Associate API Scopes |
Path Parameters¶
| PARAMETER | DESCRIPTION | TYPE |
|---|---|---|
| host | Environment URL. For example, https://platform.kore.ai/ | string, required |
| accountId | The Account Id. For example, 665ae2f3cc61d7d2cf75xxxx |
string, required |
Sample Request¶
curl --location 'https://<host_url>/agentassist/api/v1/public/qualitymanagement/app/st-c35c438e-b95a-51d6-9b44-b8691a9exxxx/scorereporting' \
--header 'auth: {{authToken}}' \
--header 'accountId: {{accountId}}' \
--header 'Content-Type: application/json' \
--data '{
"offset": 0,
"startDate": "2024-06-26 00:18:30",
"endDate": "2024-06-26 13:36:35",
"limit": 70
}'
Body Parameters¶
| PARAMETER | DESCRIPTION | TYPE |
|---|---|---|
| offset | The number of responses the documents need to Skip. The default value is 0. For example, 10. | Integer, optional |
| limit | The number of conversation records to be displayed in the response. The default value is 100. For example, 70. | Integer, optional |
| startDate | The start date from which the records need to be considered. The date format with UTC based time: YYYY-MM-DDTHH24:MM:SS.NNNZ. For Example, 2024-07-18T11:33:12.724Z. |
string, required |
| endtDate | The end date from which the records need to be considered. The date format with UTC based time: YYYY-MM-DDTHH24:MM:SS.NNNZ. For Example, 2024-07-18T11:33:12.904Z. |
string, required |
| channel | Option to filter interactions by channel. | array, optional |
| queues | Options to filter interactions by queue. | array, optional |
Sample Response¶
{
"results": [
{
"conversationId": "{{conversationId}}",
"koreEvalutionScore": 75,
"Queues": [
{
"Queue ID": "{{queueId}}",
"Queue Name": "Default Queue"
}
],
"Agents": [
{
"Agent ID": "{{agentId}}",
"Agent Name": "Prod1"
}
],
"Metrics": [
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Metric Name": "Pre-Authorization query - Cigna",
"Metric Weight": 10,
"Qualification": "NO"
},
{
"Metric ID": "{{metricId}}",
"Metric Name": "Pre-Authorization Procedure - Cigna",
"Metric Weight": 15,
"Qualification": "NO"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
}
]
},
{
"conversationId": "{{conversationId}}",
"koreEvalutionScore": 80,
"Queues": [
{
"Queue ID": "{{queueId}} ",
"Queue Name": "Default Queue"
}
],
"Agents": [
{
"Agent ID": "{{agentId}}",
"Agent Name": "Prod1"
}
],
"Metrics": [
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "NO"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
},
{
"Metric ID": "{{metricId}}",
"Metric Name": "Additional Assistance - Cigna",
"Metric Weight": 5,
"Qualification": "NO"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
}
]
},
{
"conversationId": "{{conversationId}}",
"koreEvalutionScore": 30,
"Queues": [
{
"Queue ID": "{{queueId}}",
"Queue Name": "Default Queue"
}
],
"Agents": [
{
"Agent ID": "{{agentId}}",
"Agent Name": "Prod1"
}
],
"Metrics": [
{
"Metric ID": "{{metricId}}",
"Metric Name": "greeting",
"Metric Weight": 50,
"Qualification": "NO"
},
{
"Metric ID": "{{metricId}}",
"Metric Name": "proper sign off",
"Metric Weight": 20,
"Qualification": "NO"
},
{
"Metric ID": "{{metricId}}",
"Qualification": "YES"
}
]
}
],
"totalResults": 3,
"totalPages": 1,
"hasMore": false
}
Response Body Parameters¶
| PARAMETER | DESCRIPTION | TYPE |
|---|---|---|
| conversationId | The conversation id of the record. | string |
| koreEvalutionScore | The score returned by NLP for that conversation. | string |
| queues | Queue details for the conversation. | string |
| Queue ID | Queue id of the conversation. | string |
| Queue Name | Queue name of the conversation. | string |
| agents | Array of agents who have participated in the conversation. | string |
| Agent ID | Agent ID of the conversation. | string |
| Agent Name | List of agents names who have participated in the conversation. | string |
| metric | An array of evaluation metrics with which scores are calculated. | array |
| Metric ID | Unique identifier for the metric. | string |
| Metric Weight | A numerical value indicating how much influence or impact that metric has in an overall evaluation or scoring system. | integer |
| Qualification | Qualification status (YES or NO) | boolean |