Quality Monitor API

Introduction

The LiveVox Quality Monitor (QM) API provides methods that allow users to view the list of all scored interactions, scorecard questions, scorecard categories, and scorecard groups. You can also view reports related to keywords, scorecards, skills, and agents. In addition, these methods enable you to view all the interaction data to accurately and consistently evaluate performance and identify training needs.

See the LiveVox Developer Portal topic for a general description of how to interact with the API.

Prerequisites

The user must have successfully logged into the LiveVox platform to obtain a valid Session ID. See Session Management for more information.
The user must have an active subscription to the Quality Monitor API, to obtain an Access Token for use in all API requests. See Access Tokens for details.
All messages in this API may be subject to rate limits and other restrictions.

Quality Monitor API WADL/Swagger

The Session API WADL/Swagger is publicly available. To obtain the WADL/Swagger for any other API category, a user must include the LV-Session header with a valid session ID in the WADL/Swagger request.

The Quality Monitor API v17.0 WADL/Swagger is available at the following URL:

The URLs listed below are for the LiveVox NA3 environment and will change slightly if your portal is in a different environment. For information about how the URL changes per environment, see the LiveVox Environments and APIs section.

Quality Monitor API Resource	Link
Quality Monitor WADL	https://api.livevox.com/qualityMonitoring/?_wadl
Quality Monitor Swagger	https://api.livevox.com/qualityMonitoring/api-docs?url=https://api.livevox.com/qualityMonitoring/swagger.json#!/Quality32Management

User Roles

Unless otherwise specified in this documentation, to access any data through the Quality Monitoring API, you must belong to either the Sysadmin, superuser, auditor, or client auditor. These roles are defined in the LiveVox Configuration Manager and correspond to users who can access LiveVox configuration data through the LiveVox user interfaces.

API Methods

Skill Details List

Description: Provides a list of the skills in quality monitor for a client.

Method: GET /qualityMonitoring/skill?clientId={n}[&active={n}&offset={n}&count={n}]

Parameters:

Attribute	Type	Mandatory?	Description
clientId	Number	No	The client ID for which the data is retrieved. Since QM/Speech IQ supports client data sharing, you must specify the client for which you are requesting the data. Defaults to the value of `clientId` from LV-Session if not provided.
active	Boolean	No	When set to true returns currently active skills only. If set to false, returns all data regardless of the active field value. Defaults to true if not set.
count	Number	Yes	Number of records to return. It must be between 1 and 100.
offset	Number	Yes	Number of records to skip over before returning. It must be zero or greater.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
skillUUID	Number	Yes	Quality Monitoring Skill Universally Unique Identifier (UUID) .
name	String	Yes	Skill name.
clientId	Number	No	The client ID for which the data is retrieved.
clientUUID	UUID	No	Client Universally UUID .
description	String	No	Skill description.
language	String	No	Configured language.
timezone	String	No	Configured timezone.
modifiedDate	Date	No	The date on which the skill details were last modified.
modifiedBy	String	No	The user who made the last modification.
createdDate	Date	No	The date on which the skill was created.
createdBy	String	No	The user who created the skill.
offset	Number	No	Pagination offset value.
count	Number	No	Pagination count. It must be between 1 and 100
size	Number	No	Pagination size. It must be between 1 and 100.

No

Flag for additional data to return.

Get a list of Skill Details

#Request (JSON)
GET /qualityMonitoring/skill?clientId=90960&offset=0&count=2&active=true
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
  "offset": 0,
  "count": 2,
  "size": 2,
  "next": true,
  "data": [
    {
      "skillUUID": "02c9478c-9692-4c97-b749-232cfebf1502",
      "clientId": 90960,
      "name": "Library-English",
      "description": "Basic English",
      "language": "English",
      "timezone": "America/New_York",
      "externalName": "English",
      "active": true,
      "createdBy": "jmcclanahan",
      "createdDate": 1626115219435,
      "modifiedDate": 1626115219435
    },
    {
      "skillUUID": "079e5e6e-e3c5-4e1f-b083-687c7a417e45",
      "clientId": 90960,
      "name": "Saab",
      "description": "123",
      "language": "english",
      "timezone": "America/New_York",
      "externalName": "1",
      "active": true,
      "createdBy": "lv_dlinares",
      "createdDate": 1600283202324,
      "modifiedBy": "lv_dlinares",
      "modifiedDate": 1602102800541
    }
  ]
}

JAVA

Scorecard

Scorecard Search

Description: Searches the quality monitor scorecards.

Method: POST /qualityMonitoring/scorecard/search?offset={n}&count={n}

Parameters:

Attribute	Type	Mandatory?	Description
count	Number	Yes	Number of records to return. It must be between 1 and 100.
offset	Number	Yes	Number of records to skip over before returning data. It must be zero or greater.

Body:

Attribute	Type	Mandatory?	Description
startDate	Date	Yes	Start date range to search the modified date of the scorecard.
endDate	Date	Yes	End date range to search the modified date of the scorecard.
scorecardStatusType	String	No	Scorecard status.
name	String	No	Scorecard name.
scorecardGroupUUID	UUID	No	Scorecard group UUID.
scorecardCategoryUUID	UUID	No	Scorecard category UUID.
scorecardType	String	No	Scorecard type.
clientId	Number	No	The client ID for which the data is retrieved.
active	Boolean	No	Flag indicating if the scorecard is active.
offset	Number	No	Pagination offset value.
count	Number	No	Pagination size. It must be between 1 and 100.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute

Type

Mandatory?

Description

scorecardUUID

UUID

Yes

QM generated Scorecard UUID.

savedFilterUUID

UUID

No

Unique search object ID.

clientUUID

UUID

No

Client UUID.

scorecardGroupUUID

UUID

No

Scorecard group UUID.

type

String

No

Scorecard type.

name

String

No

Label of the scorecard.

description

String

No

Description of the scorecard.

commenting

Boolean

No

Flag indicating whether commenting is enabled for this scorecard (Yes or No).

order

Number

No

Ordinal value.

points

Number

No

The scored value.

weightedCal

Boolean

No

Flag showing if a weighted calculation was used.

version

Number

No

The version of the scorecard.

status

String

No

Current status of the scorecard.

passFail

Boolean

No

Flag showing if the scorecard uses pass or fail, or points scoring.

acknowledgementRequired

Boolean

No

Flag indicating whether the acknowledgment is required.

arbitrationRequired

Boolean

No

Flag requiring arbitration.

timestampLastRan

TimeStamp

No

The last time the scorecard was run.

timestampDeleted

TimeStamp

No

Timestamp of when it was set to deleted status.

active

Boolean

No

Flag indicating if the scorecard is currently active.

scorecardCategoryUUIDs

Array

No

List of the scorecard category UUID.

interactionTypes

Array [String]

No

The interaction types with which to use the scorecard.

scorecardGrades

Array

Yes

Attribute	Type	Mandatory?	Description
scorecardGradeUUID	UUID	Yes	UUID identifier.
clientUUID	UUID	No	Client UUID.
clientId	Number	No	The client ID for which the data is retrieved.
scorecardUUID	UUID	Yes	QM generated Scorecard UUID.
name	String	Yes	Grade name.
minimumScore	Number	No	Grade minimum score.
maximumScore	Number	No	Grade max score.
bonusPoints	Number	No	A number of grade bonus points.
order	Number	No	Order value.
requireComment	Boolean	No	Flag requiring comments.
scorecardGradeTemplateUUID	UUID	No	Grade template UUID.

scorecardQuestions

Array

Yes

Attribute

Type

Mandatory?

Description

scorecardQuestionUUID

UUID

Yes

UUID of the scorecard question.

scorecardUUID

UUID

Yes

QM generated Scorecard UUID.

savedFilterUUID

UUID

No

Unique search object ID.

question

String

Yes

Text of the question.

questionType

String

No

Question type.

order

Number

No

Order of the question.

maxPointValue

Number

No

Maximum possible value.

manualPoints

Boolean

No

Flag indicating whether the scorecard assessing is manual.

autoFail

Boolean

No

Auto failure condition flag.

commenting

Boolean

No

Flag indicating whether the commenting is enabled for this scorecard question (Yes or No).

weight

Number

No

Weighted calculation value.

allowNotApplicable

Boolean

No

Flag allowing is not applicable as an answer.

scorecardQuestionGroupUUID

UUID

No

Scorecard question group UUID.

choices

Array

Yes

Attribute	Type	Mandatory?	Description
choiceUUID	UUID	Yes	UUID of the chosen answer for the scorecard question.
scorecardQuestionUUID	UUID	No	UUID of the scorecard question.
value	String	No	Value of this choice.
label	String	No	Label of the choice.
isEgregious	Boolean	No	This choice will autofail the scorecard.
order	Number	No	Order or the choice.
followUpQuestionUUIDs	Array[UUID]	No	The UUIDs of related questions with which to follow up.

scorecardGroup

No

Attribute	Type	Mandatory?	Description
scorecardGroupUUID	UUID	Yes	Scorecard group UUID.
name	String	Yes	Group name.
clientId	Number	No	Client ID of the Scorecard Group.
clientUUID	UUID	No	Client UUID of the Scorecard Group.

No

Flag for additional data to return.

Search for Scorecards

#Request (JSON)
POST /qualityMonitoring/scorecard/search?offset=0&count=2
Host: localhost.com
Content-Type: application/json

{
  "startDate": "2021-08-06T18:43:38.029Z",
  "endDate": "2021-10-04T13:14:54.568Z",
  "clientId": 90960
}

#Response
200 OK
Content-Type: application/json

{
    "offset": 0,
    "count": 1,
    "size": 1,
    "next": true,
    "data": [
        {
            "scorecardUUID": "e13e62ba-0be1-45a2-93c2-921bbd1dc88d",
            "clientId": 90960,
            "type": "auto",
            "name": "API_Scorecard_Updated_20210825003135",
            "description": "API_Scorecard_Desc_20210825003135",
            "commenting": true,
            "order": 0,
            "points": 10,
            "weightedCal": false,
            "requireNAGradeComment": false,
            "scorecardGroupUUID": "a63e07c1-1e79-4dfa-b655-39fa0d53d8b4",
            "version": 0,
            "originalId": 0,
            "status": "PUBLISHED",
            "passFail": true,
            "acknowledgementRequired": false,
            "arbitrationRequired": false,
            "active": true,
            "interactionTypes": [
                "audio"
            ],
            "scorecardGroup": {
                "scorecardGroupUUID": "a63e07c1-1e79-4dfa-b655-39fa0d53d8b4",
                "name": "API_ScorecardGroup_20210825003135",
                "clientId": 90960,
                "createdDate": 1629869497145,
                "createdBy": "api_automation",
                "modifiedDate": 1629869497145
            },
            "scorecardCategoryUUIDs": [
                "6e516e10-a694-477b-9af1-26dc1ece5efa"
            ],
            "scorecardGrades": [
                {
                    "scorecardGradeUUID": "2eefcfbd-a4a7-4572-9ac3-969d9f38a655",
                    "clientId": 90960,
                    "scorecardUUID": "e13e62ba-0be1-45a2-93c2-921bbd1dc88d",
                    "name": "API_ScorecardGrade_Fail_20210825003135",
                    "minimumScore": 0.0,
                    "maximumScore": 79.0,
                    "bonusPoints": 0,
                    "order": 0,
                    "requireComment": true,
                    "isDirty": false,
                    "createdDate": 1629869498990,
                    "createdBy": "api_automation",
                    "modifiedDate": 1629869498990
                },
                {
                    "scorecardGradeUUID": "5af6f396-b5f5-41e4-a034-56bb30ec262f",
                    "clientId": 90960,
                    "scorecardUUID": "e13e62ba-0be1-45a2-93c2-921bbd1dc88d",
                    "name": "API_ScorecardGrade_Pass_20210825003135",
                    "minimumScore": 80.0,
                    "maximumScore": 100.0,
                    "bonusPoints": 0,
                    "order": 0,
                    "requireComment": true,
                    "isDirty": false,
                    "createdDate": 1629869498673,
                    "createdBy": "api_automation",
                    "modifiedDate": 1629869498673
                }
            ],
            "createdDate": 1629869497455,
            "createdBy": "api_automation",
            "modifiedDate": 1629869501762,
            "modifiedBy": "api_automation"
        }
    ]
}

CODE

List All Scorecard Questions

Description: Retrieves existing scorecard questions for a given client.

Method: GET /qualityMonitoring/scorecard/questions/{clientId}[?active={n}]

Parameters:

Attribute	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which data is retrieved.
active	Boolean	No	When set to true, it returns only active skills. If set to false, returns all data regardless of the active field value. Defaults to true if not set.

Response Codes: 200 OK

Body:

Attribute

Type

Mandatory?

Description

data

Array

No

Attribute

Type

Mandatory?

Description

active

Boolean

No

Flag indicating if the question type is currently active.

allowNotApplicable

Boolean

No

Allows N/A for the answer of the question.

autoFail

Boolean

No

Allows this question to fail the scorecard.

choices

Array

No

Attribute	Type	Mandatory?	Description
choiceUUID	String	No	UUID of the chosen answer for the scorecard question.
createdDate	Timestamp	No	The time when the choice was created.
createdBy	String	No	The user who created the item.
followUpQuestionUUIDs	Array	No	UUIDs of related questions with which to follow up .
followUpQuestions	Array	No	Follow-up questions.
isEgregious	Boolean	No	This choice will auto fail the scorecard.
label	Name	No	Text of the choice.
modifiedDate	Timestamp	No	Date the intent type was last modified.
modifiedBy	String	No	The user who last modified the intent type.
order	Integer	No	Order number for a given question.
scorecardQuestionUUID	String	Yes	UUID of the scorecard question.
value	String	No	Value of the choice.

commenting

Boolean

No

Flag indicating whether commenting is enabled for this scorecard question (Yes or No).

createdDate

Timestamp

No

The time on which the scorecard question was created.

createdBy

String

No

The user who created the item.

manualPoints

Boolean

No

Flag indicating whether the scorecard used for assessing an interaction is manual.

maxPointValue

Integer

No

Max point value for the question.

modifiedDate

Timestamp

No

Date the intent type was last modified.

modifiedBy

String

No

The user who last modified the intent type.

order

Integer

No

Order number for a given question.

question

String

No

The question text.

questionType

String

No

The type of question.

savedFilterUUID

String

No

Unique search object ID.

scorecardQuestionGroupUUID

String

No

Scorecard question group UUID.

scorecardQuestionUUID

String

No

The UUID of the scorecard question.

scorecardUUID

String

No

QM generated Scorecard UUID.

weight

Integer

No

The amount of weight the question has in the scorecard.

size

Number

No

Count of records returned

List All Scorecard Questions

#Request (JSON)  
GET /qualityMonitoring/scorecard/questions/93119?active=true 
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json  {
  "size": 5,
  "data": [
    {
      "scorecardQuestionUUID": "4d3475f8-ab41-4fbb-b30c-43166ce3935d",
      "scorecardUUID": "012c22c8-c742-465b-a4c6-87c417efff09",
      "question": "Q3 : Short AnswerType",
      "questionType": "short_answer",
      "order": 3,
      "maxPointValue": 0,
      "manualPoints": false,
      "autoFail": false,
      "commenting": false,
      "weight": 0,
      "allowNotApplicable": true,
      "createdDate": 1663235036224,
      "createdBy": "kyargal",
      "modifiedDate": 1663235036224,
      "active": true
    },
    {
      "scorecardQuestionUUID": "62f9fae8-f4e4-4272-94e7-48d05c61a84b",
      "scorecardUUID": "012c22c8-c742-465b-a4c6-87c417efff09",
      "question": "Q2 : Multiple Choice_Type",
      "questionType": "multi_choice",
      "choices": [
        {
          "choiceUUID": "6e034dd2-8f0b-4965-8740-273e3b9b4111",
          "scorecardQuestionUUID": "62f9fae8-f4e4-4272-94e7-48d05c61a84b",
          "value": "1",
          "label": "Choice_1",
          "isEgregious": false,
          "order": 1,
          "createdDate": 1663235006986,
          "createdBy": "kyargal",
          "modifiedDate": 1663235006986
        },
        {
          "choiceUUID": "a1227014-d1d7-4781-bc47-a8798d996fcf",
          "scorecardQuestionUUID": "62f9fae8-f4e4-4272-94e7-48d05c61a84b",
          "value": "3",
          "label": "Choice_3",
          "isEgregious": false,
          "order": 3,
          "createdDate": 1663235006990,
          "createdBy": "kyargal",
          "modifiedDate": 1663235006990
        },
        {
          "choiceUUID": "ea01e9af-0e56-4d53-821d-f033704bd66e",
          "scorecardQuestionUUID": "62f9fae8-f4e4-4272-94e7-48d05c61a84b",
          "value": "2",
          "label": "Choice_2",
          "isEgregious": false,
          "order": 2,
          "createdDate": 1663235006987,
          "createdBy": "kyargal",
          "modifiedDate": 1663235006987
        }
      ],
      "order": 2,
      "maxPointValue": 3,
      "manualPoints": false,
      "autoFail": false,
      "commenting": false,
      "weight": 1,
      "allowNotApplicable": false,
      "createdDate": 1663235006983,
      "createdBy": "kyargal",
      "modifiedDate": 1663235006983,
      "active": true
    },
    {
      "scorecardQuestionUUID": "cc717835-2192-4d19-aea4-cf835f47a9de",
      "scorecardUUID": "012c22c8-c742-465b-a4c6-87c417efff09",
      "question": "Q4 : Yes / No_Type",
      "questionType": "yes_no",
      "choices": [
        {
          "choiceUUID": "6ebd3157-1e6c-404c-a51a-8daa769e9c60",
          "scorecardQuestionUUID": "cc717835-2192-4d19-aea4-cf835f47a9de",
          "value": "10",
          "label": "Yes",
          "isEgregious": false,
          "order": 1,
          "createdDate": 1663235063662,
          "createdBy": "kyargal",
          "modifiedDate": 1663235063662
        },
        {
          "choiceUUID": "aaec5ca3-b10e-43ad-8dfb-3f8029191fd1",
          "scorecardQuestionUUID": "cc717835-2192-4d19-aea4-cf835f47a9de",
          "value": "0",
          "label": "No",
          "isEgregious": false,
          "order": 2,
          "createdDate": 1663235063664,
          "createdBy": "kyargal",
          "modifiedDate": 1663235063664
        }
      ],
      "order": 4,
      "maxPointValue": 10,
      "manualPoints": false,
      "autoFail": false,
      "commenting": false,
      "weight": 1,
      "allowNotApplicable": false,
      "createdDate": 1663235063660,
      "createdBy": "kyargal",
      "modifiedDate": 1663235063660,
      "active": true
    },
    {
      "scorecardQuestionUUID": "df370a07-0f60-4481-bdf6-276fa60c873c",
      "scorecardUUID": "012c22c8-c742-465b-a4c6-87c417efff09",
      "question": "Q1: Multiple Answers_Type",
      "questionType": "multi_answer",
      "choices": [
        {
          "choiceUUID": "1b44b78c-ed07-4377-bee6-6369d43ebc3a",
          "scorecardQuestionUUID": "df370a07-0f60-4481-bdf6-276fa60c873c",
          "value": "1",
          "label": "Answer_1",
          "isEgregious": false,
          "order": 1,
          "createdDate": 1663234927774,
          "createdBy": "kyargal",
          "modifiedDate": 1663234927774
        },
        {
          "choiceUUID": "9d335fb1-0b3d-4ffe-a7ce-a7588b835b69",
          "scorecardQuestionUUID": "df370a07-0f60-4481-bdf6-276fa60c873c",
          "value": "0",
          "label": "Answer_3",
          "isEgregious": true,
          "order": 3,
          "createdDate": 1663234927777,
          "createdBy": "kyargal",
          "modifiedDate": 1663234927777
        },
        {
          "choiceUUID": "f4dc6ca6-41ac-46a0-a50e-36edb87cca5a",
          "scorecardQuestionUUID": "df370a07-0f60-4481-bdf6-276fa60c873c",
          "value": "2",
          "label": "Answer_2",
          "isEgregious": false,
          "order": 2,
          "createdDate": 1663234927775,
          "createdBy": "kyargal",
          "modifiedDate": 1663234927775
        }
      ],
      "order": 1,
      "maxPointValue": 3,
      "manualPoints": false,
      "autoFail": false,
      "commenting": false,
      "weight": 1,
      "allowNotApplicable": false,
      "createdDate": 1663234927769,
      "createdBy": "kyargal",
      "modifiedDate": 1663234927769,
      "active": true
    },
    {
      "scorecardQuestionUUID": "0b3304f2-6f22-4851-8a8a-a1e74b722ca8",
      "scorecardUUID": "664ff8d6-d243-4c58-bee0-1228db66be98",
      "question": "Question 1 ",
      "questionType": "yes_no",
      "order": 1,
      "maxPointValue": 10,
      "manualPoints": false,
      "autoFail": false,
      "commenting": false,
      "weight": 1,
      "allowNotApplicable": false,
      "createdDate": 1662622481051,
      "createdBy": "rsalimath",
      "modifiedDate": 1662622481051,
      "active": true
    }
  ]
}

CODE

List All Scorecard Categories

Description: Retrieves existing scorecard categories for a given client.

Method: GET /qualityMonitoring/scorecard/categories/{clientId}[?active={n}]

Parameters:

Attribute	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which the data is retrieved.
active	Boolean	No	When set to true, returns only the currently active scorecard categories. if set to false, returns all data regardless of the active field value. Defaults to true if not set.

Response Codes: 200 OK

Body:

Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
active	Boolean	No	Flag indicating if the category is currently active.
clientId	Number	No	The client ID for which the data is retrieved.
clientUUID	String	No	Client UUID.
createdDate	Timestamp	No	The time on which the scorecard category was created.
createdBy	String	No	The user who created the item.
modifiedDate	Timestamp	No	The date when the intent type was last modified.
modifiedBy	String	No	The user who last modified the intent type.
name	String	No	Name of the category.
scorecardCategoryUUID	String	No	Scorecard category UUID.
scorecardUUIDs	Array	No	UUID of the scorecards that are tied to this category.

size

Number

No

Count of records returned.

List All Scorecard Categories

#Request (JSON) 
GET /qualityMonitoring/scorecard/categories/94229?active=true 
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json  

{
  "size": 2,
  "data": [
    {
      "active": true,
      "clientId": 94229,
      "createdBy": "lv_dlinares",
      "createdDate": 1629586750947,
      "modifiedDate": 1629586750947,
      "name": "Saab",
      "scorecardCategoryUUID": "35b0ebeb-6696-4933-a726-87325b22a1ab",
      "scorecardUUIDs": []
    },
    {
      "active": true,
      "clientId": 94229,
      "createdBy": "mpalacio",
      "createdDate": 1627337329616,
      "modifiedDate": 1627337329616,
      "name": "MP SC 1",
      "scorecardCategoryUUID": "4eeea961-193b-49af-92fb-9dea3cbb47fe",
      "scorecardUUIDs": [
        "b09715f1-122a-4f21-bec1-7a55e6859f0f"
      ]
    }
  ]
}

CODE

List All Scorecard Groups

Description: Retrieves existing scorecard groups for a specified client.

Method: GET /qualityMonitoring/scorecard/groups/{clientId}[?active={n}]

Parameters:

Attribute	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which the data is retrieved.
active	Boolean	No	When set to true, returns only currently active scorecard groups. If set to false, returns all data regardless of the active field value. Defaults to true if not set.

Response Codes: 200 OK

Body:

Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
clientId	Number	No	The client ID for which the data is retrieved.
clientUUID	String	No	Client UUID.
createdDate	Timestamp	No	The time when the scorecard group was created.
createdBy	String	No	The user who created the scorecard group.
modifiedDate	Timestamp	No	The date when the scorecard group was last modified.
modifiedBy	String	No	The user who last modified the scorecard group.
name	String	No	Name of the group.
scorecardGroupUUID	String	No	Scorecard group UUID.

size

Number

No

Count of records returned.

List All Scorecard Groups

#Request (JSON) 
GET /qualityMonitoring/scorecard/groups/94229 
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json  

{
  "size": 10,
  "data": [
    {
      "scorecardGroupUUID": "3d905d16-33b7-4516-a5e8-e3c3e29aabfb",
      "name": "SC",
      "clientId": 94229,
      "createdDate": 1636707333972,
      "createdBy": "sk_assessor",
      "modifiedDate": 1636707333972
    },
    {
      "scorecardGroupUUID": "5ac531ee-c14b-4a23-ace3-80978998c9a1",
      "name": "Non-Voice",
      "clientId": 94229,
      "createdDate": 1621887796419,
      "createdBy": "toconnor",
      "modifiedDate": 1621887796419
    },
    {
      "scorecardGroupUUID": "6e7defd1-012e-4d84-8d82-9557176eec4a",
      "name": "105 Questions",
      "clientId": 94229,
      "createdDate": 1644159486871,
      "createdBy": "sk_assessor",
      "modifiedDate": 1644159486871
    },
    {
      "scorecardGroupUUID": "9b712830-58fc-42e1-9b59-6d0b9d915d7d",
      "name": "-Saab",
      "clientId": 94229,
      "createdDate": 1620659991119,
      "createdBy": "dlinares",
      "modifiedDate": 1620659991119
    },
    {
      "scorecardGroupUUID": "a35e9445-ecde-4970-b0c8-5d468299db3f",
      "name": "Automated_Scorecards",
      "clientId": 94229,
      "createdDate": 1647445061076,
      "createdBy": "rpenumalli",
      "modifiedDate": 1647445061076
    },
    {
      "scorecardGroupUUID": "a965276d-818b-4257-abff-9c1ccfe91dab",
      "name": "charan",
      "clientId": 94229,
      "createdDate": 1661353195531,
      "createdBy": "lvkrish",
      "modifiedDate": 1661353195531
    },
    {
      "scorecardGroupUUID": "bccb0949-25ce-4aac-bc66-2d10e17b051a",
      "name": "SRINIVAS-Group",
      "clientId": 94229,
      "createdDate": 1639654447638,
      "createdBy": "SRIU",
      "modifiedDate": 1639654447638
    },
    {
      "scorecardGroupUUID": "c6b0c809-198d-41b4-b56c-96f0d93d7493",
      "name": "Basic",
      "clientId": 94229,
      "createdDate": 1620913636997,
      "createdBy": "sk_assessor",
      "modifiedDate": 1620913636997
    },
    {
      "scorecardGroupUUID": "c7fd534a-bd65-4112-9e8a-64a6a45d751d",
      "name": "EMAIL TYPE",
      "clientId": 94229,
      "createdDate": 1627471023824,
      "createdBy": "sk_assessor",
      "modifiedDate": 1627471023824
    },
    {
      "scorecardGroupUUID": "f064987d-fe30-4ec3-8c99-f55c87d3cc3b",
      "name": "VOICE",
      "clientId": 94229,
      "createdDate": 1622050615454,
      "createdBy": "sk_assessor",
      "modifiedDate": 1622050615454
    }
  ]
}

CODE

List Agents By Client

Description: Lists the quality monitor's agents by client.

Method: GET /qualityMonitoring/agent/{clientId}/[?active={n}]

Parameters:

Request Parameter	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which the data is retrieved. Since QM/Speech IQ supports client data sharing, you must specify the client for which you are requesting the data.
active	Boolean	No	When set to true, returns only the currently active skills. If set to false, returns all data regardless of the active field value. Defaults to true if not set.

Response Code: 200 OK

Body:

Key or Attribute Type Mandatory? Description

data

Array

No

Attribute	Type	Mandatory?	Description
agentUUID	UUID	Yes	QM Agent UUID.
clientUUID	UUID	No	Client UUID.
skillUUID	UUID	No	Skill UUID.
clientId	Number	No	Client ID.
name	String	No	Agent name field. It can be different than the `firstName` and `lastName` fields.
firstName	String	No	Agent first name.
lastName	String	No	Agent last name.
agentUsername	String	No	Agent login name.
agentId	Number	No	Agent ID.
lastUsed	TimeStamp	No	The time when the agent logged in last time.
active	Boolean	No	Flag indicating if the agent is currently active..
modifiedDate	Date	No	The date when the agent details were last modified.
modifiedBy	String	No	The user who last modified the agent details.
createdDate	Date	No	The date on which the agent was created.
createdBy	String	No	The user who created the agent.
size	Number	No	Pagination size. Must be between 1 and 100.

next Boolean No Flag to return additional data.

List Agents by Client

#Request (JSON)
GET /qualityMonitoring/agent/90960?active=true
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
  "size": 31,
  "data": [
    {
      "agentUUID": "05e66b13-c7af-4a95-8c0c-4e1292f9e6a8",
      "clientId": 90960,
      "skillUUID": "0f9867b6-695e-4f6c-8735-4bc9bbb0cccb",
      "firstName": "API_AUTO_FN_080920182848",
      "lastName": "API_AUTO_LN_080920182848",
      "agentId": 0,
      "active": true,
      "createdDate": 1599569929435,
      "createdBy": "rpenumalli",
      "modifiedDate": 1628506167268,
      "modifiedBy": "kyargal"
    },
    {
      "agentUUID": "106a0682-b8ee-4c81-ace6-b5198d96e955",
      "clientId": 90960,
      "name": "b n",
      "firstName": "b",
      "lastName": "n",
      "agentUsername": "LV_BM",
      "agentId": 613767,
      "lastUsed": 1614802144472,
      "active": true,
      "createdDate": 1601997588732,
      "createdBy": "app_siq",
      "modifiedDate": 1614802144517,
      "modifiedBy": "app_siq"
    },
    ...
    
    {
      "agentUUID": "1e6add22-7746-4372-8984-ae6a59c719df",
      "clientId": 90960,
      "name": "Agent1673 Test1673",
      "firstName": "Agent1673",
      "lastName": "Test1673",
      "agentUsername": "AGENT1673",
      "agentId": 565375,
      "lastUsed": 1600790924266,
      "active": true,
      "createdDate": 1600790924275,
      "createdBy": "app_siq",
      "modifiedDate": 1600790924275
    }
  ]
}

CODE

List All Tags

Description: Retrieves existing tags for a given client.

Method: GET /qualityMonitoring/tags/{clientId}[?active={n}&offset={n}&count={n}]

Parameters:

Attribute	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which the data is retrieved.
active	Boolean	No	When set to true, it returns only active skills. If set to false, returns all data regardless of the active field value. Defaults to true if not set.
count	Number	Yes	Number of records to return. It must between 1 and 100.
offset	Number	Yes	Number of records to skip over before returning. It must be zero or greater.

Response Codes: 200 OK

Body:

Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
active	Boolean	No	Flag indicating if the skill is currently active.
clientId	Number	No	The client ID for which the data is retrieved.
createdDate	Timestamp	No	The time when the tag was created.
createdBy	String	No	The user who created the tag.
modifiedDate	Timestamp	No	The date when the tag was last modified.
modifiedBy	String	No	The user who last modified the tag.
name	String	No	Name of the tag.
tagUUID	String	No	Tag UUID.

count

Number

No

Count of records returned.

Get a List of all Tags

#Request (JSON) 
GET /qualityMonitoring/tags/94229?offset=0&count=2&active=true 
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json  
 
{
  "data": [
    {
      "active": true,
      "clientId": 94229,
      "createdBy": "mpalacio",
      "createdDate": 1626913987112,
      "modifiedDate": 1626913987112,
      "name": "MP Tag",
      "tagUUID": "5a6702a2-2c2d-4de1-91f0-69b956146e50"
    },
    {
      "active": true,
      "clientId": 94229,
      "createdBy": "lv_mpalacio_manager",
      "createdDate": 1627401318128,
      "modifiedBy": "lv_mpalacio_manager",
      "modifiedDate": 1627401357351,
      "name": "abc_test",
      "tagUUID": "cb61daee-4ecd-4dff-8527-66aec6865ca9"
    }
  ],
  "count": 2
}

CODE

List Comments by Scorecard Result UUID

Description: Retrieves comments based on the parent type of scorecard question results.

Method: GET /qualityMonitoring/comment/scorecardQuestionResults/{scorecardResultUUID}

Parameters:

Request Parameter	Type	Mandatory?	Description
scorecardResultUUID	UUID	Yes	The scorecard result UUID.

Response Code: 200 OK

Body:

Attribute	Type	Mandatory?	Description
commentUUID	UUID	No	The comment UUID of the scorecard question.
clientId	Number	No	The client ID for which the data is retrieved.
parentType	Enum	No	Type of the parent history object. The available options: `scorecard` `scorecard_question` `interaction` `annotations` `scorecard_results` `scorecard_question_results`
parentUUID	UUID	No	UUID of parent type. In this case it is always `scorecard_question_results.`
description	String	No	Text of the comment.
createdDate	Timestamp	No	The date on which the comment was created.
createdBy	String	No	The user who created the item.
modifiedDate	Timestamp	No	The date when the comment was last modified.
modifiedBy	String	No	The user who made the last modification.

Get Comment By Scorecard Question UUID

#Request (JSON)
Get /qualityMonitoring/comment/scorecardQuestionResult/1467d00b-3682-47b2-9ce8-694c83a6c6cf 
Host: localhost.com
Content-Type: application/json
Accept: application/json
  
  
#Response
200 OK
Content-Type: application/json  

{
  "size": 3,
  "data": [
    {
      "clientId": 96828,
      "createdDate": 1660271240812,
      "createdBy": "sk_assessor1",
      "modifiedDate": 1660271252548,
      "description": "ss",
      "modifiedBy": "sk_assessor1",
      "commentUUID": "2154dc79-a5ef-4bf2-a437-f34782c471b2",
      "parentType": "scorecard_question_results",
      "parentUUID": "48338943-7fea-4940-a6a3-3e69cff2bb74"
    },
    {
      "clientId": 96828,
      "createdDate": 1660271252216,
      "createdBy": "sk_assessor1",
      "modifiedDate": 1660271252216,
      "description": "ss",
      "commentUUID": "b1b6d2c3-b0cd-4620-9601-4a3937db012a",
      "parentType": "scorecard_question_results",
      "parentUUID": "da29664d-310e-4e1c-8bf5-868bf7357789"
    },
    {
      "clientId": 96828,
      "createdDate": 1660271252205,
      "createdBy": "sk_assessor1",
      "modifiedDate": 1660271252205,
      "description": "ss",
      "commentUUID": "e14cb019-d43d-43d4-8a72-27a71f2e7a99",
      "parentType": "scorecard_question_results",
      "parentUUID": "da29664d-310e-4e1c-8bf5-868bf7357789"
    }
  ]
}

CODE

Reports

Skill Statistic Summary

Description: Provides a summary of the metrics of scored interactions for each of the skills configured in QM.

Method: POST /qualityMonitoring/report/skill/summary

Parameters: None

Body:

Key	Type	Mandatory?	Description
timezone	String	No	The timezone that QM will use. The default timezone is EST.
startDate	TimeStamp	Yes	Start of the date range to search. The range must not exceed two months.
endDate	TimeStamp	Yes	End of the date range to search.
clientId	Number	No	The client ID for which the data is retrieved. Defaults to the value of the `clientId` from LV-Session, if not provided.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
skillUUID	UUID	Yes	QM Skill UUID (Not the same as SIQ's Skill UUID).
skillName	String	No	Name of the QM Agent Skill.
avgDuration	Number	No	The average duration of the interactions for this skill.
avgTalkOver	Number	No	The average duration agent talked over the customer for this skill.
avgTalkOverPercent	Number	No	Percentage duration agent talked over the customer for this skill.
avgSilence	Number	No	The average duration of the silence of the interactions for this skill.
avgSilencePercent	Number	No	Percentage duration of the interactions for this skill.
avgAgentSentiment	Number	No	Average of the agent's AWS sentiment score of the interactions for this skill.
avgCustomerSentiment	Number	No	Average of the customer's AWS sentiment score of the interactions for this skill.
avgSentiment	Number	No	Average of the AWS sentiment score of the interactions for this skill.
totalScored	Number	No	Total interactions that have been evaluated for this skill.
totalInteractions	Number	Yes	Total interactions for this skill.
scoredPercent	Number	No	Percentage of the interactions that have been evaluated for this skill.
avgScore	Number	No	Average evaluation scores of the scored interactions for this skill.

Get Skill Summary List

#Request (JSON)
POST /qualityMonitoring/report/skill/summary
Host: localhost.com
Content-Type: application/json  

{
  "startDate": "2022-04-12T06:00:08.108Z",
  "endDate": "2022-05-16T06:00:08.108Z",
  "clientId": "90960",
  "timezone": "America/New_York"
}  
#Response
200 OK
Content-Type: application/json  

{
  "data": [
    {
      "skillUUID": "a2cd92ed-c906-4c00-9c89-6df180a9a105",
      "skillName": "Default English",
      "avgDuration": 93.7,
      "avgTalkOver": 0,
      "avgTalkOverPercent": 0,
      "avgSilence": 73.1,
      "avgSilencePercent": 77.9,
      "avgAgentSentiment": 0,
      "avgCustomerSentiment": 97.34,
      "totalScored": 10,
      "totalInteractions": 10,
      "scoredPercent": 100,
      "avgScore": 12.91
    }
  ],
  "size": 1
}

CODE

Scorecard Statistics Summary

Description: Provides a summary of the metrics of interactions by scorecard in QM.

Method: POST /qualityMonitoring/report/scorecard/summary

Parameters: None

Body:

Key	Type	Mandatory?	Description
timezone	String	No	The timezone that QM uses. The default timezone is EST.
startDate	TimeStamp	Yes	Start of the date range to search.
endDate	TimeStamp	Yes	End of the date range to search.
clientId	Number	No	The client ID for which the data is retrieved. Defaults to the value of the `clientId` from LV-Session, if not supplied.
scorecardUUIDs	List	Yes	List of scorecard UUIDs to get a summary.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
totalScored	Number	Yes	The total number of scored interactions that matches this search.
gradeCount	Number	No	The number of grades.
grade	String	No	The grade scored.
averageScore	Number	No	Average scores of matching scored interactions.
percentScored	Number	No	Percentage of matching interactions that are scored.

Get Scorecard Summary

#Request (JSON)
POST /qualityMonitoring/report/scorecard/summary
Host: localhost.com
Content-Type: application/json  

{
  "startDate": "2022-04-13T06:00:08.108Z",
  "endDate": "2022-05-18T06:00:08.108Z",
  "clientId": "112782",
  "scorecardUUIDs": [
    "15e83ff7-540b-4447-90ca-44dcc40ee0f2"
  ],
  "timezone": "Asia/Calcutta"
}  

#Response
200 OK
Content-Type: application/json


{
  "data": [
    {
      "totalScored": 5,
      "averageScore": 28,
      "percentScored": 100,
      "grade": "Poor",
      "gradeCount": 5
    },
    {
      "totalScored": 30,
      "averageScore": 100,
      "percentScored": 100,
      "grade": "Pass",
      "gradeCount": 30
    },
    {
      "totalScored": 0,
      "averageScore": 0,
      "percentScored": 0,
      "grade": "Fail",
      "gradeCount": 0
    }
  ],
  "size": 3
}

CODE

Scorecard Statistics

Description: Provides a summary of the metrics of interactions by scorecard in QM.

Method: POST /qualityMonitoring/report/scorecard/statistics

Parameters: None

Body:

Key	Type	Mandatory?	Description
timezone	String	No	The timezone that QM uses. The default timezone is EST.
startDate	TimeStamp	Yes	Start of the date range to search. The range should not exceed two months.
endDate	TimeStamp	Yes	End of the date range to search.
clientId	Number	No	The client ID for which the data is retrieved. Defaults to the value of the `clientId` from LV-Session, if not supplied.

Response Code: 200 OK

Body:

Key or Attribute Type Mandatory? Description

data

Array

No

Attribute	Type	Mandatory?	Description
averageScore	Number	Yes	Average of the scores of the interactions matching this search.
scorecardType	String	No	Type of scorecard.
totalScored	Number	No	The total number of scored interactions that matches this search.
highScore	Number	No	The highest score for this scorecard.
lowScore	Number	No	The lowest score for this scorecard.
name	String	No	Name of this scorecard.
averageDuration	Number	No	The average duration of the interactions that were scored.
totalCalls	Number	No	The total number of interactions in the report.
percentScored	Number	No	Percentage of the `totalCalls` that have been scored.
scorecardUUIDs	List	Yes	List of scorecard UUIDs to retrieve stats.

Get Scorecard Statistics

#Request (JSON)
POST /qualityMonitoring/report/scorecard/statistics
Host: localhost.com
Content-Type: application/json  

{
  "clientId": 97471,
  "startDate": "2022-03-23T06:00:08.108Z",
  "endDate": "2022-05-22T06:00:08.108Z",
  "timezone": "America/New_York"
}  

#Response
200 OK
Content-Type: application/json  {
  "data": [
    {
      "name": "SUJITH1",
      "scorecardType": "manual",
      "totalScored": 1,
      "averageScore": 100,
      "averageDuration": 60,
      "lowScore": 100,
      "highScore": 100
    },
    {
      "name": "AutoMatedScorecard_For_WordCloud_Test",
      "scorecardType": "auto",
      "totalScored": 9,
      "averageScore": 0,
      "averageDuration": 97,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "name": "SK Testing 1",
      "scorecardType": "manual",
      "totalScored": 1,
      "averageScore": 42,
      "averageDuration": 60,
      "lowScore": 42,
      "highScore": 42
    }
  ],
  "size": 3
}

CODE

Keyword Usage

Description: Lists the keywords and their usage.

The client must have keywords configured and populated in Quality Monitor for this call to return data.

Method: POST /qualityMonitoring/report/keyword/usage

Parameters: None

Body:

Key	Type	Mandatory?	Description
timezone	String	No	The timezone that QM uses. The default timezone is EST.
startDate	TimeStamp	Yes	Start of the date range to search. The range should not exceed two months.
endDate	TimeStamp	Yes	End of the date range to search.
clientId	Number	No	The client ID for which the data is retrieved. Defaults to the value of the `clientId` from LV-Session, if not supplied.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute

Type

Mandatory?

Description

keywordListUUID

UUID

No

UUID of the keyword list.

keywordUUID

UUID

No

The UUID of the keyword.

totalInteractions

Number

No

Total interactions for this keyword.

name

String

No

Text of the keyword.

keywords

Number

No

Total number of keywords in the keyword list.

useByDay

Array

No

Attribute	Type	Mandatory?	Description
date	TimeStamp	Yes	Date for the below count.
count	Number	Yes	Count on the date.

Get a Keyword Usage Report

#Request (JSON)
POST /qualityMonitoring/report/keyword/usage
Host: localhost.com
Content-Type: application/json  

{
  "startDate": "2022-04-23T06:00:08.108Z",
  "endDate": "2022-05-22T06:00:08.108Z",
  "clientId": "97471",
  "timezone": "America/New_York",
  "keywordSearch": {
    "keywords": [
      {
        "keywordListUUID": "036ff8bb-8d49-41df-a52f-fc7757225e02"
      }
    ],
    "exactPhraseOrder": false
  }
}   

#Response
200 OK
Content-Type: application/json  {
  "data": [
    {
      "keywordUUID": "f4c2c7ae-e858-4cf7-bcb9-3fde2364f291",
      "name": "one",
      "totalInteractions": 4,
      "useByDay": {
        "2022-04-23": 0,
        "2022-04-24": 0,
        "2022-04-25": 0,
        "2022-04-26": 0,
        "2022-04-27": 0,
        "2022-04-28": 0,
        "2022-04-29": 0,
        "2022-04-30": 0,
        "2022-05-01": 0,
        "2022-05-02": 0,
        "2022-05-03": 0,
        "2022-05-04": 0,
        "2022-05-05": 4,
        "2022-05-06": 0,
        "2022-05-07": 0,
        "2022-05-08": 0,
        "2022-05-09": 0,
        "2022-05-10": 0,
        "2022-05-11": 0,
        "2022-05-12": 0,
        "2022-05-13": 0,
        "2022-05-14": 0,
        "2022-05-15": 0,
        "2022-05-16": 0,
        "2022-05-17": 0,
        "2022-05-18": 0,
        "2022-05-19": 0,
        "2022-05-20": 0,
        "2022-05-21": 0,
        "2022-05-22": 0
      }
    }
  ],
  "size": 1
}

CODE

Keyword Statistics By Agent

Description: Counts the keywords used by the agent.

Method: POST /qualityMonitoring/report/keyword/byAgent

Parameters: None

Body:

Key Type Mandatory? Description

timezone

String

No

The timezone that QM uses. The default timezone is EST.

startDate

TimeStamp

Yes

Start of the date range to search. The range should not exceed two months.

endDate

TimeStamp

Yes

End of the date range to search.

clientId

Number

No

The client ID for which the data is retrieved. Defaults to the value of the clientId from LV-Session, if not supplied.

keywordSearchDetails

No

Attribute Type Mandatory? Description

exactPhraseOrder

Boolean

No

Flag indicating the exact phrase order search of the keyword in the interaction.

exactPhraseOrderPosition

Enum

No

Exact position of the phrase in the interaction in seconds. The available options are follows:

first_30
last_30
first_60
last_60
duration_percent
all

exactPhraseOrderChannel

Enum

No

Interaction channel to search for the phrase order. The available options are follows:

agent
customer
either

keywords

Array

No

Key	Type	Mandatory?	Description
keywordListUUID	UUID	No	The UUID of a QM Keyword list, it is not a list of UUIDs itself.
channel	Enum	No	Channel of the communication. The available options are follows: `agent` `customer` `either`
position	Enum	No	The available options are follows: `first_30` `last_30` `first_60` `last_60` `all`
keywordsFoundIn	Boolean	No	Indicates that the report should have the keywords present in the keyword list. Defaults to true.
allowPhraseSlop	Boolean	No	Wildcard search in the keyword list (if the value is false then only exact matches ). Defaults to false.
keywordMatch	Enum	No	All keywords in the list should match, as per the option. The available options are as below: `any` `all`
otherKeywords	Array[String]	No	Search with individual keyword or with whole keyword list.
conditionalKeyword	String	No	Search for a single specified keyword.
minimumShouldMatch	String	No	The minimum percentage to be matched in the keyword list.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute

Type

Mandatory?

Description

totalCalls

Number

Yes

Total interactions.

agentName

String

No

Name of the agent.

This might not match the agent name in LVP, or maybe not even be an agent in LVP.

agentId

Number

No

The ID of the agent.

This might not match the Agent ID in LVP, or maybe not even be an agent in LVP.

agentUUID

UUID

Yes

QM/SIQ agent UUID.

keywordLists

Array

No

Attribute	Type	Mandatory?	Description
keywordListUUID	UUID	Yes	The UUID of the keyword list (not the keyword).
keywordListName	String	No	Name of the keyword list.
totalCount	Number	No	Count of the instances of usages of a keyword in this keyword list.

Get Keyword statistics by agent

#Request (JSON)
POST /qualityMonitoring/report/keyword/byAgent
Host: localhost.com
Content-Type: application/json  

{
  "startDate": "2022-03-23T06:00:08.108Z",
  "endDate": "2022-05-22T06:00:08.108Z",
  "timezone": "America/New_York",
  "keywordSearch": {
    "keywords": [
      {
        "allowPhraseSlop": false,
        "keywordMatch": "any",
        "keywordsFoundIn": true,
        "channel": "either",
        "minimumShouldMatch": "100%",
        "position": "all",
        "otherKeywords": [],
        "otherKeywordListUUIDs": [],
        "keywordListUUID": "036ff8bb-8d49-41df-a52f-fc7757225e02"
      }
    ]
  }
}  

#Response
200 OK
Content-Type: application/json  {
  "data": [
    {
      "agentUUID": "4ca35d79-87e7-484b-8507-7f70cde087b4",
      "agentId": 0,
      "agentName": "Lionel Messi",
      "totalCalls": 1
    },
    {
      "agentUUID": "4d70aeb5-d4ab-455d-b928-4433c2ccfc5e",
      "agentId": 0,
      "agentName": "Robert Lewandowski",
      "totalCalls": 1
    },
    {
      "agentUUID": "528e380b-a45f-4098-bba6-04317d003581",
      "agentId": 0,
      "agentName": "Riyad Mahrez",
      "totalCalls": 1
    },
    {
      "agentUUID": "5573c346-678b-4db4-843e-d4e617959068",
      "agentId": 0,
      "agentName": "Cristiano Ronaldo",
      "totalCalls": 1
    },
    {
      "agentUUID": "5e264fc7-0aab-4f8f-b54e-f79a11b973bd",
      "agentId": 0,
      "agentName": "Neymar player",
      "totalCalls": 1
    },
    {
      "agentUUID": "619396e8-899c-4e8c-9342-13939b1160e1",
      "agentId": 0,
      "agentName": "Sadio Man",
      "totalCalls": 1
    },
    {
      "agentUUID": "6c03ca4f-b481-4281-ba77-fc29cf41c3ac",
      "agentId": 0,
      "agentName": "Erling Haaland",
      "totalCalls": 1
    },
    {
      "agentUUID": "73bb1763-e01e-4cd2-bcc9-3c716e8cb2c5",
      "agentId": 0,
      "agentName": "Kevin De Bruyne",
      "totalCalls": 1
    },
    {
      "agentUUID": "8659f4a6-78b3-48cc-83ce-00bdb81d9ee3",
      "agentId": 0,
      "agentName": "Virgil van Dijk",
      "totalCalls": 1
    },
    {
      "agentUUID": "c0fe25ca-f488-434f-aa23-0c6c4cd8d4b9",
      "agentId": 0,
      "agentName": "Kylian Mbapp",
      "totalCalls": 1
    }
  ],
  "size": 10
}

CODE

Agent Summary

Description: Provides agent performance statistics.

Method: POST /qualityMonitoring/report/agent/summary

Parameters: None

Body:

Key	Type	Mandatory?	Description
timezone	String	No	The timezone that QM uses. The default timezone is EST.
startDate	TimeStamp	Yes	Start of the date range to search. The range should not exceed two months.
endDate	TimeStamp	Yes	End of the date range to search.
clientId	Number	No	The client ID for which the data is retrieved. Defaults to the value of the `clientId` from LV-Session, if not provided.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
totalCalls	Number	Yes	Total interactions.
averageDuration	Number	No	Average of the duration values of the matching interactions.
averageSilence	Number	No	Average of silence time of the matching interactions.
averageTalkover	Number	No	Average of the duration values of the matching interactions.
averageAgentSentiment	Number	No	Average of the agent sentiment score values of the matching interactions. If the client does not have transcripts configured, this is always zero.
averageCustomerSentiment	Number	No	Average of the customer sentiment score values of the matching interactions. If the client does not have transcripts configured, this is always zero.
averageSentiment	Number	No	Average of the sentiment score values of the matching interactions. If the client does not have transcripts configured, this is always zero.
averageScore	Number	No	Average of the score value of the matching interactions.
highScore	Number	No	The highest score of the matching interactions.
lowScore	Number	No	The lowest score of the matching interactions.
totalScored	Number	No	The total number of matching interactions that are scored.
agentUUID	UUID	No	The QM Agent UUID.
name	String	No	The name of the agent. This might not match the name in LVP, or maybe an agent is not in LVP.
questionUUID	UUID	No	UUID of the scorecard question.

Get agent summary report

#Request (JSON)
POST /qualityMonitoring/report/agent/summary
Host: localhost.com
Content-Type: application/json  

{
  "clientId": 97471,
  "startDate": "2022-03-23T06:00:08.108Z",
  "endDate": "2022-05-22T06:00:08.108Z",
  "timezone": "America/New_York"
}  

#Response
200 OK
Content-Type: application/json  {
  "data": [
    {
      "agentUUID": "4ca35d79-87e7-484b-8507-7f70cde087b4",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 21,
      "averageDuration": 60,
      "averageSilence": 46,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 98,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 42
    },
    {
      "agentUUID": "4d70aeb5-d4ab-455d-b928-4433c2ccfc5e",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 90,
      "averageSilence": 71,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 95,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "528e380b-a45f-4098-bba6-04317d003581",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 90,
      "averageSilence": 71,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 95,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "5573c346-678b-4db4-843e-d4e617959068",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 146,
      "averageSilence": 113,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 97,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "5e264fc7-0aab-4f8f-b54e-f79a11b973bd",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 120,
      "averageSilence": 95,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 99,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "619396e8-899c-4e8c-9342-13939b1160e1",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 120,
      "averageSilence": 95,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 99,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "6c03ca4f-b481-4281-ba77-fc29cf41c3ac",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 100,
      "averageDuration": 60,
      "averageSilence": 46,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 98,
      "averageSentiment": 0,
      "lowScore": 100,
      "highScore": 100
    },
    {
      "agentUUID": "73bb1763-e01e-4cd2-bcc9-3c716e8cb2c5",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 45,
      "averageSilence": 35,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 0,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "8659f4a6-78b3-48cc-83ce-00bdb81d9ee3",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 146,
      "averageSilence": 113,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 97,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    },
    {
      "agentUUID": "c0fe25ca-f488-434f-aa23-0c6c4cd8d4b9",
      "totalCalls": 1,
      "totalScored": 1,
      "averageScore": 0,
      "averageDuration": 60,
      "averageSilence": 46,
      "averageTalkover": 0,
      "averageAgentSentiment": 0,
      "averageCustomerSentiment": 98,
      "averageSentiment": 0,
      "lowScore": 0,
      "highScore": 0
    }
  ],
  "size": 10
}

CODE

Interaction

Interaction Search

Description: Searches for interactions using the provided filters.

Method: POST /qualityMonitoring/interaction/search

Body:

Attribute

Type

Mandatory?

Description

scrollId String No This (Interaction Search) method's response returns a scroll ID in the response. You can then use the scroll ID to retrieve the next batch of results for the request.

request

Object

Yes

Attribute Type Mandatory? Description

account

String

No

Account identifier value.

accounts

Array

No

A string array of account identifiers.

agentUUIDs

Array

No

An array of the agent UUIDs.

You can retrieve these UUIDs for agents by using the List Agents by Clients method (GET /qualityMonitoring/agent/{clientId}/[?active={n}]).

assessorIds

Array

No

An integer array of IDs for assessors.

callCenterIds

Array

No

An integer array of IDs for call centers.

channels

Number

No

Number of total channels in the interaction. For example, dual channel audio has 2 channels.

clientId

Number

Yes

The client ID for which the data is retrieved.

clientMetadata

Object

Yes

An array of objects.

This is client-provided data

Attribute	Type	Mandatory?	.
<*>	String	No	This is client provided data so the attributes will differ.

dateFilterType

Enum

No

The avilable options are as follows:

call_date
added_date
transcript_date
last_reviewed_date
acknowledge_date
arbitration_date

dateFilter

Object

Yes

Attribute	Type	Mandatory?	Description
dateFrom	Timestamp	Yes	Starting range for the interactions.
dateTo	Timestamp	Yes	Ending range for the interactions.

OR

Attribute Type Mandatory? Description.

dateRangeType

Enum

Yes

The available options are:

last_month
last_month_to_date
last_week
month_to_date
next_month
next_week
one_month
this_week
three_weeks
today
two_weeks
yesterday

emails Array No A string array of email addresses.

from Integer No Interaction records start to display from this specified position. For example, if you have 100+ records, then this field is used for pagination. So, if the value of the form is 100, the records are displayed form the 101 position (offset=100).

intentTypeUUIDs Array No A string array of UUIDs of the intent types.

interactionIntentUUIDs

Array

No

A string array of UUIDs of the intents.

You can retrieve these UUIDs by using the Interaction Intent Types method (GET /qualityMonitoring/interaction/intentTypes/{clientId}[?active={n}]).

interactionTypes

Array

No

Type of interaction. The available options are:

audio
chat_transcript
email
text_message
video

interactionUUIDs Array No A string array of interaction UUIDs.

keywordSearch

No

Attribute Type Mandatory? Description

exactPercentStart

Number

No

The time in percentage to start the search in transcribe.

exactPercentStop

Number

No

The time in percentage to stop the search in transcribe.

exactPhraseOrder

Boolean

No

Order of the sequence of keywords in the list.

exactPhraseOrderChannel

Enum

No

Channel of the interaction. The available options are as follows:

agent
customer
either

exactPhraseOrderPosition

Enum

No

Exact position of the phrase in the interaction in seconds. The available options are follows:

first_30
last_30
first_60
last_60
duration_percent
all

exactSecondStart

Number

No

The time in seconds to start the search in transcribe.

exactSecondStop

Number

No

The time in seconds to stop the search in transcribe.

orOnly

Boolean

No

Flag indicating that the keyword search uses only the OR function for each value and never uses the AND function.

keywords

Array

No

A searchable word in an interaction.

Key	Type	Mandatory?	Description
allowFuzzySearching	Boolean	No	Search for text that matches a keyword closely instead of exactly.
allowPhraseSlop	Boolean	No	Wildcard search in keyword list (if no then only exact matches). Defaults to false.
channel	Enum	No	The available options are: `agent` `customer` `either`
conditionalKeyword	String	No	You can supply a needed keyword instead of a keyword list. For example: conditionalKeyword1 AND conditionalKeyword2
keywordListUUID	UUID	No	UUID of the keyword list.
keywordMatch	Enum	No	The available options are as follows: `any` `all`
keywordsFoundIn	Boolean	No	Indicates that the report should have the keywords present in the keyword list. Defaults to true.
minimumShouldMatch	String	No	Specifies the percentage to be matched in the keyword list.
otherKeywordListUUIDs	Array	No	A string array of UUIDs of the keyword lists.
otherKeywords	Array	No	A string array of needed keywords that are not part of the supplied keyword list.
percentStart	Number	No	The time in percentage to start the search in transcribe.
percentStop	Number	No	The time in percentage to stop the search in transcribe.
pivotWord	String	No	Word to use to find if any words in the keyword list are nearby.
position	Enum	No	The available options are as follows: `all` `duration_percent` `first_30` `first_60` `last_30` `last_60` `seconds`
secondStart	Number	No	The time in seconds to start the search in transcribe.
secondStop	Number	No	The time in seconds to start the search in transcribe.

maxDuration Number No Maximum duration of interactions.

minDuration Number No Minimum duration of interactions.

phoneNumbers Array No A string array of phone numbers.

scorecardGrades Array No A string array of question grades.

scorecardUUIDs Array No A string array of UUIDs of the scorecards.

sentiment Enum No Overall sentiment of the interaction (positive, neutral, or negative).

sentimentBelongsTo Enum No The sentiment to whom it belongs (agent, customer, either).

sentimentExists Boolean No Indicates if the sentiment exists for the channel (agent, customer, or either).

serviceIds Array No An integer array of IDs for services.

silencePercentageFrom Number No Silence percentage start.

silencePercentageTo Number No Silence percentage end.

size Number Yes Number of documents to return from the scroll at one time. You can choose between 1-250 per request.

savedFilterUUID

String

No

Unique search object ID.

skillUUIDs

Array

No

A string array of UUIDs of the skills.

tags Array No A string array of UUIDs of the tags.

talkOverPercentageFrom Number No Starting percentage for talk over time.

talkOverPercentageTo Number No Ending percentage for talk over time .

termCodeIds Array No An integer array of IDs of term codes.

timeFrom String No The time to start search for interaction.

timeTo String No The time to stop search for interaction.

timezone String No The timezone of the interaction.

Response Code: 200 OK

Body:

Attribute Type Mandatory? Description

interactionUUID

UUID

Yes

UUID of the interaction.

clientUUID UUID No Client UUID.

clientId Number No The client ID for which the data is retrieved.

skillUUID UUID No Skill UUID.

skillName String No Name of the skill.

agentUUID

UUID

No

Agent UUID.

linkedAgentUUIDs Array No A string array of UUIDs of linked agents.

agentId Number No Agent ID.

agentName String No Agent name.

agentTeamId Number No Agent team ID.

transactionId Number No Transaction ID.

callSessionId String No LiveVox call session ID.

objectId String No LiveVox object ID.

callCenterId Number No Call center ID.

callCenterName String No Call center name.

serviceId Number No Service ID.

serviceName String No Name of the service.

campaignId Number No Campaign ID.

campaignName String No Name of the Campaign.

campaignTypeId Number No Campaign type ID.

threadId Number No Interaction thread ID (Used only for SMS, Chat, and email interactions).

account String No Account number.

termCodeId Number No Term code ID of the interaction.

originalAccountNumber String No LiveVox original account field.

startTimestamp Timestamp No Interaction start time.

endTimestamp Timestamp No Interaction end time.

addedTimestamp Timestamp No The time when the interaction was added to the system.

cleanedWords Boolean No Indicates if this interaction has run through the retention process.

transcriptReceivedTimestamp Timestamp No Timestamp of the received call's transcript when it is generated.

sentimentReceivedTimestamp Timestamp No Timestamp of the sentiment of the interaction that was received.

transcriptStatus String No Status of the call transcription.

duration Number No Number of seconds of the interaction.

holdDuration Number No Number of seconds on hold.

silenceDuration Number No Number of seconds the interaction was silent.

maxSilenceDuration Number No Longest period of silence.

maxSilenceStartTime Number No Start time of longest silence.

talkOverDuration Number No Time agent talked over the customer.

interactionType String No Type of interaction.

callDirection String No The call direction.

phoneNumber String No Phone number.

email String No Email address.

livevoxClient Boolean No Flag indicating if this is a LiveVox client.

transcriptJobUUID UUID No UUID of the transcript.

failed Boolean No Failed processing flag.

errorMsg String No Error message from processing failure.

retentionModifiedDate Timestamp No Date until the interaction is saved.

createdDate Timestamp No The date when the interaction was created.

createdBy String No The user who created the interaction.

modifiedDate Timestamp No The date when the interaction was last modified.

modifiedBy String No The user who last modified the interaction.

clientSettingsUUID UUID No QM client settings (Elastic Search server sourced interactions only) UUID.

clientIntegrationUUID UUID No UUID of the client's integration settings options for this interaction.

clientIntegrationName String No Name of the integration.

billedDuration

Number

No

The total duration of the interaction that is billed. The minimum time billed per transcription is 30 seconds. Billed time increments are 30 seconds.

For example,

If the interaction is for 22 seconds, the billedDuration is 30 seconds.
If the interaction is for 68 seconds, the billedDuration is 90 seconds.

transcribedTimes Number No Amount of time the transcription took.

scoreMethod String No Option used for scoring calculations.

source String No Source of data, if imported.

redacted String No Flag showing if transcript has redacted content.

releaseScorecardsToAgent Boolean No Flag indicating if scorecards can be accessed by agents.

releaseToAgent Boolean No Flag indicating if the agent received the evaluation.

thirdPartyCallId String No Third-party call ID.

language String No Language of the transcription.

agentChannel

Object

No

Attribute	Type	Mandatory?	Description
first30	String	No	Voice transcript of the first 30 seconds.
last30	String	No	Voice transcript of the last 30 seconds.
first60	String	No	Voice transcript of the first 60 seconds.
last60	String	No	Voice transcript of the last 60 seconds.
sentimentScore	Number	No	Sentiment score.
sentimentMixed	Number	No	Mixed sentiment score.
sentiment	String	No	Overall sentiment of the interaction (Positive, Neutral, Negative).
transcript	String	No	Voice transcripts for this channel.
transcriptWithTimestamps	String	No	Time of the transcript.
wordsChannel	Number	No	Channel of this interaction.
talkTime	Number	No	Time during the interaction when there was not silence.

customerChannel

Object

No

Attribute	Type	Mandatory?	Description
first30	String	No	Voice transcript of the first 30 seconds.
last30	String	No	Voice transcript of the last 30 seconds.
first60	String	No	Voice transcript of the first 60 seconds.
last60	String	No	Voice transcript of the last 60 seconds.
sentimentScore	Number	No	Sentiment score.
sentimentMixed	Number	No	Mixed sentiment score.
sentiment	String	No	Overall sentiment of the interaction (Positive, Neutral, Negative).
transcript	String	No	The voice transcripts for this channel.
transcriptWithTimestamps	String	No	Shows timestamps of the transcript.
wordsChannel	Number	No	Channel of this interaction.
talkTime	Number	No	Time during the interaction that there was not silence.

bothChannel

Object

No

Attribute	Type	Mandatory?	Description
first30	String	No	Voice transcript of the first 30 seconds.
last30	String	No	Voice transcript of the last 30 seconds.
first60	String	No	Voice transcript of the first 60 seconds.
last60	String	No	Voice transcript of the last 60 seconds.
sentimentScore	Number	No	Sentiment score.
sentimentMixed	Number	No	Mixed sentiment score.
sentiment	String	No	Overall sentiment of the interaction (positive, neutral, or negative).
transcript	String	No	The voice transcripts for this channel.
transcriptWithTimestamps	String	No	Shows the timestamps for the transcript.
wordsChannel	Number	No	Channel of this interaction.
talkTime	Number	No	Time during the interaction that there was not silence.

primaryInteractionDriver

Object

No

This is the first intent found. The primary reason for the interaction.

Attribute	Type	Mandatory?	Description
uuid	UUID	No	UUID of an intent.
driver	String	No	Name of the driver.
driverWords	String	No	Word that you are looking for in the transcript.
reason	String	No	Name of keyword list of reasons.
reasonWords	Number	No	Word that qualifies from keyword lists.
intentTypes	Array	No	An integer list of the UUIDs of intent types.
intentTypeNames	Array	No	A string list of the intent type names.

interactionIntents

Array

No

Attribute	Type	Mandatory?	Description
uuid	UUID	No	UUID of an intent.
driver	String	No	Name of the driver.
driverWords	String	No	Word that you are looking for in the transcript.
reason	String	No	Name of keyword list of reasons.
reasonWords	Number	No	Word that qualifies from keyword lists.
intentTypes	Array	No	An integer list of the UUIDs of intent types.
intentTypeNames	Array	No	A string list of the intent type names.

Interaction Intent Types

Description: Retrieves existing interaction intent types for a given client.

Method: GET /qualityMonitoring/interaction/intentTypes/{clientId}[?active={n}]

Parameters: None

Body:

Attribute	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which the data is retrieved.
active	Boolean	No	When set to true, it returns only active skills. If set to false, returns all data regardless of the active field value. Defaults to true if not set.

Response Codes: 200 OK

Body:

Attribute

Type

Mandatory?

Description

data

Array

No

Attribute	Type	Mandatory?	Description
interactionIntentTypeUUID	UUID	Yes	The UUID of the interaction intent type
name	String	No	Interaction Intent Type name
clientId	Number	No	The client ID for which the data is retrieved.
active	Boolean	No	Flag indicating if the intent type is currently active.
createdDate	Timestamp	No	The time when the intent type comment was created.
createdBy	String	No	The user who created the intent type.
modifiedDate	Timestamp	No	The date when the intent type was last modified.
modifiedBy	String	No	The user who last modified the intent type

size

Number

No

Count of records returned.

Get the list of Interaction Intent Types

#Request (JSON)
Get /qualityMonitoring/interaction/intentTypes/94229 
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "clientId": 94229,
  "active": true
}  


#Response
200 OK
Content-Type: application/json  

{
  "size": 1,
  "data": [
    {
      "interactionIntentTypeUUID": "a415b3f4-356a-42a3-8698-938bbfca434e",
      "name": "Test again",
      "clientId": 94229,
      "active": true,
      "createdDate": 1620396474638,
      "createdBy": "toconnor",
      "modifiedDate": 1620396484022,
      "modifiedBy": "toconnor"
    }
  ]
}

CODE

Interaction Intent

Description: Provides the intent values for selected interactions.

Method: GET /qualityMonitoring/interaction/intent/{clientId}/[active={n}&offset={n}&count={n}]

Parameters:

Request Parameter	Type	Mandatory?	Description
clientId	Number	Yes	The client ID for which the data is retrieved. QM/SIQ support client data sharing so you must specify for which client the data is being requested.
active	Boolean	No	When set to true, the system returns only currently active skills. If set to false, returns all data regardless of the active field value. Defaults to true if not set.
count	Number	Yes	Number of records to return. Must be between 1 and 100.
offset	Number	Yes	Number of records to skip over before returning. Must be zero or greater.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

data

Array

No

Attribute

Type

Mandatory?

Description

interactionIntentUUID

UUID

Yes

Interaction intent UUIID.

clientUUID

String

No

UUID of the client in QM.

This property is not used currently.

clientId

Number

No

The client ID for which the data is retrieved.

keywordListName

String

No

Label of the keyword group.

keywordListUUID

UUID

No

UUID of the keyword list.

name

String

No

Name of the intent.

language

String

No

Language.

allowDuplicates

Boolean

No

Flag to allow duplicates.

active

Boolean

No

Flag if it is active.

modifiedDate

Date

No

The date when it was last modified.

modifiedBy

String

No

The user who made the last modification.

createdDate

Date

No

The date on which the interaction was created.

createdBy

String

No

The user who created the item.

keywords

Array

No

Attribute	Type	Mandatory?	Description
keywordUUID	UUID	Yes	Keyword UUID.
keyword	String	No	Keyword value.
keywordListUUID	UUID	No	Keyword list UUID.
modifiedDate	Date	No	The date when it was last modified.
modifiedBy	String	No	The user who made the last modification.
createdDate	Date	No	Date it was created.
createdBy	String	No	The user who created the item.

interactionIntentReasons

Array

No

Attribute

Type

Mandatory?

Description

interactionIntentUUID

UUID

Yes

Interaction UUID.

active

Boolean

Yes

An active flag.

interactionIntentReasonUUID

UUID

No

Interaction intent reason UUID.

keywordListUUID

UUID

No

Keyword list UUID.

intentTypeUUIDS

Array

No

List of type UUIDs.

intentTypes

Array

No

Attribute	Type	Mandatory?	Description
interactionIntentTypeUUID	UUID	No	Interaction intent type UUID.
name	String	No	Intent type value.

keywordList

No

Attribute

Type

Mandatory?

Description

keywordUUID

UUID

Yes

Keyword UUID.

keyword

String

No

Keyword value.

keywordListUUID

UUID

No

Keyword list UUID.

clientUUID

UUID

No

UUID of the client in QM.

This property is not used currently.

clientId

Number

No

Client ID from the LiveVox Portal.

name

String

No

Name of the intent.

keywordCloud

Boolean

No

The associated keyword list used by default in the word cloud.

keywords

No

Attribute	Type	Mandatory?	Description
keywordUUID	UUID	Yes	Keyword UUID.
keyword	String	No	Keyword value.
keywordListUUID	UUID	No	Keyword list UUID.
modifiedDate	Date	No	The date when it was last modified.
modifiedBy	String	No	The user who made the last modification.
createdDate	Date	No	The time when the keyword was created.
createdBy	String	No	The user who created the item.

active

Boolean

No

Flag showing if active.

modifiedDate

Date

No

The date when it was last modified.

modifiedBy

String

No

The user who made the last modification.

createdDate

Date

No

The date when it was created.

createdBy

String

No

The user who created the item.

No

Flag to return an additional data.

Get the Interaction Intent

#Request (JSON)
GET /qualityMonitoring/interaction/intent/90960?offset=0&count=2&active=true
Host: localhost.com
Content-Type: application/json

#Response
200 OK
Content-Type: application/json

{
  "offset": 0,
  "count": 2,
  "size": 2,
  "next": true,
  "data": [
    {
      "interactionIntentUUID": "11adefda-0598-4f20-ae81-924f92770b95",
      "clientId": 90960,
      "keywordListUUID": "0140634c-b9a6-4a34-ac58-cff3d130d2ce",
      "keywordListName": "Valid_Qa_Test_Long_Keyword_List2",
      "name": "Jake Test COPY",
      "language": "english",
      "allowDuplicates": false,
      "active": true,
      "createdDate": 1622128825708,
      "createdBy": "jmcclanahan",
      "modifiedDate": 1627609359571
    },
    {
      "interactionIntentUUID": "2bc85e0b-a424-4b04-b28e-13849ba7bdd3",
      "clientId": 90960,
      "keywordListUUID": "614a442b-87af-48b3-bf76-26ade116d044",
      "keywordListName": "MP KL 2",
      "name": "MP II T1",
      "language": "english",
      "allowDuplicates": true,
      "active": true,
      "createdDate": 1628021819233,
      "createdBy": "mpalacio",
      "modifiedDate": 1628021819233
    }
  ]
}

CODE

Interaction Lookup

Description: Provides information about a specific interaction and its evaluations.

Method: GET /qualityMonitoring/interaction/{InteractionUUID}

Parameters:

Request Parameter	Type	Mandatory?	Description
interactionUUID	UUID	Yes	The UUID of the interaction in the Elastic Search Service.

Response Code: 200 OK

Body:

Key or Attribute Type Mandatory? Description

interactionUUID

UUID

Yes

The UUID of the interaction in the Elastic Search Service.

clientUUID UUID No Client UUID.

clientId Number No Client ID (do not assume that this is the LiveVox clientId).

skillUUID UUID No UUID of the skill associated with the agent.

skillName String No Name of the skill.

agentUUID UUID No UUID of an agent that is associated with the interaction.

linkedAgentUUIDs Array No A string array of UUIDs of linked agents.

agentId Number No Agent ID (do not assume that this is the LiveVox agent ID).

agentName String No Agent name.

agentTeamId Number No Agent team ID.

transactionId Number No Transaction ID.

callSessionId String No Livevox call session ID.

objectId String No Livevox object ID.

callCenterId Number No Call center ID (do not assume that this is the LiveVox call center)

callCenterName String No Call center name.

serviceId Number No Service ID (do not assume that this is the the LiveVox service).

serviceName String No Call center service name.

campaignId Number No Campaign ID (do not assume that this is the LiveVox campaign).

campaignTypeId Number No Campaign type ID.

threadId Number No Interaction thread ID (used only for SMS, Chat, and email interactions).

account String No Account identifier value.

termCodeId Number No Term code ID (do not assume that this is the LiveVox term code).

originalAccountNumber String No LiveVox original account field.

startTimestamp TimeStamp No Interaction start timestamp.

endTimestamp TimeStamp No Interaction end timestamp.

addedTimestamp Timestamp No Timestamp of when the interaction was added to the system.

transcriptReceivedTimestamp TimeStamp No Timestamp of the received call's transcript when it was generated.

sentimentReceivedTimestamp TimeStamp No The timestamp when the sentiment of the interaction was received.

transcriptStatus String No Status of the transcript generation of the call.

duration Number No The number of seconds of the interaction.

holdDuration Number No Number of seconds on hold.

silenceDuration Number No The number of seconds the interaction was silent.

maxSilenceDuration Number No The longest period of silence.

maxSilenceStartTime Number No Start time of longest silence.

talkOverDuration Number No The time the agent talked over the customer.

interactionType String No Type of interaction.

callDirection String No Call direction.

fileHash String No Hash of the recording file.

fileName String No Name of the recording file.

phoneNumber String No Phone number.

email String No Email address.

livevoxClient Boolean No Flag indicating if this is a LiveVox client.

transcriptJobUUID UUID No UUID of the transcript.

failed Boolean No Failed processing flag.

errorMsg String No Error message from processing failure.

retentionModifiedDate TimeStamp No Date until which the interaction is saved.

createdDate TimeStamp No The time when the interaction was created.

createdBy String No The user who created the interaction.

modifiedDate TimeStamp No Date the interaction was last modified.

modifiedBy String No The user who last modified the interaction.

clientSettingsUUID UUID No QM client settings (Elastic Search Service-sourced interactions only) UUID.

clientIntegrationUUID UUID No UUID of the client's integration settings options for this interaction (Elastic Search Service-sourced interactions only).

clientIntegrationName String No Name of the integration

billedDuration Number No SI-calculated time of the interaction that is billed (Elastic Search Service-sourced interactions only).

transcribedTimes Number No The amount of time it took to transcribe the transcription.

scoreMethod String No This option is used for scoring calculations.

source String No Source of data if imported.

redacted String No Flag indicating whether the transcript has redacted content.

releaseScorecardsToAgent Boolean No Flag indicating whether scorecards can be accessed by agents.

releaseToAgent Boolean No Flag indicating whether the agent received the evaluation.

thirdPartyCallId String No Third-party caller ID.

language String No Language of the transcription.

agentChannel

No

Request Parameter	Type	Mandatory?	Description
first30	String	No	Voice transcript of the first 30 seconds.
last30	String	No	Voice transcript of the last 30 seconds.
first60	String	No	Voice transcript of the first 60 seconds.
last60	String	No	Voice transcript of the last 60 seconds.
sentimentScore	Number	No	Numeric sentiment score 0 -100.
sentimentMixed	Number	No	Indicates whether the interaction had mixed sentiment (equal parts positive, neutral, and so on.).
sentiment	String	No	Overall sentiment of the interaction (positive, neutral, or negative).
transcript	String	No	Voice transcripts for this channel.
transcriptWithTimestamps	String	No	Timestamps of the transcript.
wordsChannel	Number	No	Channel of this interaction.
talkTime	Number	No	Time during the interaction when there was no silence.

customerChannel

No

Request Parameter	Type	Mandatory?	Description
first30	String	No	Voice transcript of the first 30 seconds.
last30	String	No	Voice transcript of the last 30 seconds.
first60	String	No	Voice transcript of the first 60 seconds.
last60	String	No	Voice transcript of the last 60 seconds.
sentimentScore	Number	No	Sentiment score.
sentimentMixed	Number	No	Mixed sentiment score.
sentiment	String	No	Overall sentiment of the interaction (positive, neutral, or negative).
transcript	String	No	The voice transcripts for this channel.
transcriptWithTimestamps	String	No	Shows timestamps for the transcript
wordsChannel	Number	No	Channel of this interaction.
talkTime	Number	No	Time during the interaction when there was no silence.

bothChannel

No

Request Parameter	Type	Mandatory?	Description
first30	String	No	Voice transcript of the first 30 seconds.
last30	String	No	Voice transcript of the last 30 seconds.
first60	String	No	Voice transcript of the first 60 seconds.
last60	String	No	Voice transcript of the last 60 seconds.
sentimentScore	Number	No	Sentiment score.
sentimentMixed	Number	No	Mixed sentiment score
sentiment	String	No	Overall sentiment of the interaction (positive, neutral, or negative).
transcript	String	No	The voice transcripts for this channel.
transcriptWithTimestamps	String	No	Shows timestamps of the transcript
wordsChannel	Number	No	Channel of this interaction.
talkTime	Number	No	Time during the interaction when there was no silence.

primaryInteractionDriver

Object

No

This is the first intent found. The primary reason for the interaction.

Attribute	Type	Mandatory?	Description
uuid	UUID	No	UUID of intent
driver	String	No	Name of the driver
driverWords	String	No	Word that you are looking for in the transcript
reason	String	No	Name of keyword list of reasons
reasonWords	Number	No	Word that qualifies from keyword lists
intentTypes	Array	No	An integer list of the UUIDs of intent types
intentTypeNames	Array	No	A string list of the intent type names

interactionIntents

Array

No

Attribute	Type	Mandatory?	Description
uuid	UUID	No	UUID of intent
driver	String	No	Name of the driver
driverWords	String	No	Word that you are looking for in the transcript
reason	String	No	Name of keyword list of reasons
reasonWords	Number	No	Word that qualifies from keyword lists
intentTypes	Array	No	An integer list of the UUIDs of intent types
intentTypeNames	Array	No	A string list of the intent type names

Interaction History

Description: Provides interaction history data.

Method: GET /qualityMonitoring/interaction/history/{historyUUID}/

Parameters:

Request Parameter	Type	Mandatory?	Description
historyUUID	UUID	Yes	UUID of the history instance.

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory?	Description
historyUUID	UUID	Yes	UUID of the history entry.
name	String	Yes	History label.
clientId	Number	No	The client ID for which the data is retrieved.
clientUUID	UUID	No	Client UUID.
parentType	String	No	Type of the parent history object.
parentUUID	UUID	No	UUID of the parent history object.
childUUID	UUID	No	UUID of the child history object.
description	String	No	Description of the history entry.
createdBy	String	No	The user who created the interaction.
createdDate	TimeStamp	No	The time when the interaction was created.

Get the interaction history details

#Request (JSON)
GET /qualityMonitoring/interaction/history/00063c0f-079b-43b9-949f-dd08321f219f/
Host: localhost.com
Content-Type: application/json

#Response
200 OK
Content-Type: application/json

{
  "historyUUID": "00063c0f-079b-43b9-949f-dd08321f219f",
  "clientId": 90960,
  "parentType": "assessors",
  "parentUUID": "0ff94ebb-1382-435d-a7d1-d1da9e3f920e",
  "name": "Assessor Updated",
  "description": "'isAssessor' value changed from 'true' to 'false'\n",
  "createdDate": 1618922299967,
  "createdBy": "SUJITH_ASSESSOR1"
}

CODE

Metadata

Metadata Details

Description: Retrieves existing client metadata for a given interaction.

Method: GET /qualityMonitoring/metadata/{interactionUUID}

Parameters:

Attribute	Type	Mandatory?	Description
interactionUUID	String	Yes	The UUID of the interaction in the Elastic Search Service. To obtain the `interactionUUID`, use the Interaction Search method (POST /qualityMonitoring/interaction/search).

Body: None

Response Codes: 200 OK

Body:

Attribute

Type

Mandatory?

Description

clientMetadata

Object

No

An array of Objects

Attribute	Type	Mandatory?	Description
<*>	String	No	This is client provided data so the values will differ.

Get Metadata details

#Request (JSON)
GET  /qualityMonitoring/metadata/41b3bf10-8213-4be0-b6d1-3905e3f2c165 
Host: localhost.com
Content-Type: application/json
Accept: application/json
  
  
#Response
200 OK
Content-Type: application/json  

{
  "Call Session ID": "U2116T63223263@10.201.21.162",
  "Campaign ID": 120131891,
  "Agent Disposition ID": 641,
  "Object ID": "cfaf63b6-0001-b425-10b8-01833d94d732",
  "Agent Disposition": "Wrong Number",
  "Call Type": "Manual",
  "Transaction ID": "56043454455"
}

CODE

Metadata Update

Description: Allows you to add or update existing client metadata for a given interaction. This method overrides any existing values and appends any new values.

Method: POST /qualityMonitoring/metadata

Parameters: None

Body:

Attribute

Type

Mandatory?

Description

interactionUUID

String

Yes

Interaction UUID in the Elastic Search Service.

clientId

Number

Yes

The client ID for which the data is retrieved.

clientMetadata

Object

Yes

An array of objects.

To obtain existing values, use the Metadata detail method (GET /qualityMonitoring/metadata/{interactionUUID}) before submitting the request, because this method overrides existing values with what is provided in the request.

Attribute	Type	Mandatory?	Description
<*>	String	No	This is client provided data so the values will differ.

Response Codes: 204 No Content

Body: N/A

Update Metadata

#Request (JSON)
POST /qualityMonitoring/metadata
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "clientId": 94229,
  "interactionUUID": "41b3bf10-8213-4be0-b6d1-3905e3f2c165",
  "clientMetadata": {
    "Call Session ID": "U2116T63223263@10.201.21.162",
    "Campaign ID": 120131891,
    "Agent Disposition ID": 641,
    "Object ID": "cfaf63b6-0001-b425-10b8-01833d94d732",
    "Agent Disposition": "Schedule CallBack",
    "Call Type": "Manual",
    "Transaction ID": "56043454455"
  }
}    

#Response
204 No Content

CODE

Errors

See the Errors topic on the REST APIs page.

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Quality Monitor API

Introduction

Quality Monitor API WADL/Swagger

User Roles

API Methods

Skill Details List

Scorecard

Scorecard Search

List All Scorecard Questions

List All Scorecard Categories

List All Scorecard Groups

List Agents By Client

List All Tags

List Comments by Scorecard Result UUID

Reports

Skill Statistic Summary

Scorecard Statistics Summary

Scorecard Statistics

Keyword Usage

Keyword Statistics By Agent

Agent Summary

Interaction

Interaction Search

Interaction Intent Types

Interaction Intent

Interaction Lookup

Interaction History

Metadata

Metadata Details

Metadata Update

Errors

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