Auto QA
/
Auto QA Service

Auto QA

This API triggers an automatic QA process for a specified resource. It creates a new QA scorecard and populates it with relevant scores and feedback based on predefined or custom criteria.

Languages
Servers
https://{api-domain}.cresta.com/

Auto QA Service

Operations

Upserts the given agent progression scorecard template

Request

Path
agentProgressionScorecardTemplate.namestringrequired

Resource name of the AgentProgressionScorecardTemplate. Format: customers/{customer_id}/profiles/{profile_id}/agentProgressionScorecardTemplates/{agent_progression_scorecard_template_id}

Bodyapplication/jsonrequired

The template for the requested id, can be null when not created yet

displayNamestring(Optional name for presentation or blank for default name)
itemsArray of objects(tree structure to organize scorecard triggers in nested sections)required
items[].​sectionobject(Trigger to be used for autoscoring)
items[].​criterionobject(Trigger to be used for autoscoring)
items[].​visibleboolean(Indication if this item and its descendants should be used for calculation and shown in the ui)
creatorobject(User is a user entity for the cresta product Next ID: 32)
lastEditorobject(User is a user entity for the cresta product Next ID: 32)
curl -i -X POST \
  'https://{api-domain}.cresta.com/v1/{agentProgressionScorecardTemplate.name=customers/*/profiles/*/agentProgressionScorecardTemplates/*}' \
  -H 'Content-Type: application/json' \
  -d '{
    "displayName": "string",
    "items": [
      {
        "section": {
          "displayName": "string",
          "items": [
            {}
          ]
        },
        "criterion": {
          "name": "string",
          "type": "TRIGGER_TYPE_UNSPECIFIED"
        },
        "visible": true
      }
    ],
    "creator": {
      "name": "string",
      "userId": "string",
      "username": "string",
      "email": "string",
      "displayName": "string",
      "fullName": "string",
      "isDevUser": true,
      "roles": [
        "ROLE_UNSPECIFIED"
      ],
      "legacyRoles": [
        "ROLE_UNSPECIFIED"
      ],
      "agentProfiles": [
        {
          "agentProfileId": 0,
          "agentExtension": "string",
          "legacy": {
            "platformLoginName": "string",
            "platformUserId": "string"
          }
        }
      ],
      "team": "string",
      "state": "ACTIVE_STATE_UNSPECIFIED",
      "loginStatus": {
        "loginStatus": "LOGIN_STATUS_UNSPECIFIED"
      },
      "manager": "string",
      "externalIdmId": "string",
      "platformProfiles": [
        {
          "platformType": "PLATFORM_TYPE_UNSPECIFIED",
          "platformId": "string",
          "agentExtension": "string",
          "liveperson": {
            "accountNumber": "string",
            "loginName": "string"
          },
          "cisco": {
            "agentExtension": "string"
          },
          "userFeatureGate": {
            "teleportFeatures": {
              "enableScreenRecordingSamplingOverride": true,
              "userScreenRecordingSamplingPercent": 0
            }
          }
        }
      ],
      "isGuestUser": true,
      "type": "USER_TYPE_UNSPECIFIED",
      "profileNames": [
        "string"
      ],
      "usecases": [
        "string"
      ],
      "profileStates": {
        "property1": "PROFILE_STATE_UNSPECIFIED",
        "property2": "PROFILE_STATE_UNSPECIFIED"
      },
      "preferredProfile": "string",
      "authenticationFactors": [
        {
          "id": "string",
          "label": "string",
          "type": "TYPE_UNSPECIFIED",
          "enrollmentTime": "2019-08-24T14:15:22Z",
          "name": "string"
        }
      ],
      "requirePasswordReset": true,
      "migratedEntities": [
        "MIGRATABLE_ENTITY_UNSPECIFIED"
      ]
    },
    "lastEditor": {
      "name": "string",
      "userId": "string",
      "username": "string",
      "email": "string",
      "displayName": "string",
      "fullName": "string",
      "isDevUser": true,
      "roles": [
        "ROLE_UNSPECIFIED"
      ],
      "legacyRoles": [
        "ROLE_UNSPECIFIED"
      ],
      "agentProfiles": [
        {
          "agentProfileId": 0,
          "agentExtension": "string",
          "legacy": {
            "platformLoginName": "string",
            "platformUserId": "string"
          }
        }
      ],
      "team": "string",
      "state": "ACTIVE_STATE_UNSPECIFIED",
      "loginStatus": {
        "loginStatus": "LOGIN_STATUS_UNSPECIFIED"
      },
      "manager": "string",
      "externalIdmId": "string",
      "platformProfiles": [
        {
          "platformType": "PLATFORM_TYPE_UNSPECIFIED",
          "platformId": "string",
          "agentExtension": "string",
          "liveperson": {
            "accountNumber": "string",
            "loginName": "string"
          },
          "cisco": {
            "agentExtension": "string"
          },
          "userFeatureGate": {
            "teleportFeatures": {
              "enableScreenRecordingSamplingOverride": true,
              "userScreenRecordingSamplingPercent": 0
            }
          }
        }
      ],
      "isGuestUser": true,
      "type": "USER_TYPE_UNSPECIFIED",
      "profileNames": [
        "string"
      ],
      "usecases": [
        "string"
      ],
      "profileStates": {
        "property1": "PROFILE_STATE_UNSPECIFIED",
        "property2": "PROFILE_STATE_UNSPECIFIED"
      },
      "preferredProfile": "string",
      "authenticationFactors": [
        {
          "id": "string",
          "label": "string",
          "type": "TYPE_UNSPECIFIED",
          "enrollmentTime": "2019-08-24T14:15:22Z",
          "name": "string"
        }
      ],
      "requirePasswordReset": true,
      "migratedEntities": [
        "MIGRATABLE_ENTITY_UNSPECIFIED"
      ]
    }
  }'

Responses

A successful response.

Bodyapplication/json
agentProgressionScorecardTemplateobject(autoqaAgentProgressionScorecardTemplate)

Scorecard template to keep track of all possible scoring criteria in an custom organized way.

unconfiguredTriggersArray of objects(All criterion that is not yet used inside the created or updated template)
Response
application/json
{
  "agentProgressionScorecardTemplate": {
    "name": "string",
    "displayName": "string",
    "items": [ … ],
    "creator": { … },
    "lastEditor": { … },
    "createTime": "2019-08-24T14:15:22Z",
    "updateTime": "2019-08-24T14:15:22Z"
  },
  "unconfiguredTriggers": [
    { … }
  ]
}

Calculates and returns auto scoring evidence for a closed conversation

Request

Path
conversationstringrequired

The resource name of the parent Conversation When using HTTP/JSON, this field is automatically populated based on the URI, because of the {parent=customers/{customer_id}/profiles/{profile_id}/conversations/{conversation_id}} syntax.

Bodyapplication/jsonrequired
scorecardTemplatesArray of strings(For which templates autoscoring should be calculated Each string is either a normal scorecard template id including revision Format: customers/{customer_id}/profiles/{profile_id}/scorecardTemplates/{scorecard_template_id}@{scorecard_template_version} Or an agent progression scorecard template id Format: customers/{customer_id}/profiles/{profile_id}/agentProgressionScorecardTemplates/{agent_progression_scorecard_template_id})
curl -i -X POST \
  'https://{api-domain}.cresta.com/v1/{conversation}:calculateConversationAutoScoringEvidence' \
  -H 'Content-Type: application/json' \
  -d '{
    "scorecardTemplates": [
      "string"
    ]
  }'

Responses

A successful response.

Bodyapplication/json
templateAutoScoringResultsArray of objects(list of auto scoring results per template)
Response
application/json
{
  "templateAutoScoringResults": [
    { … }
  ]
}

Get an agent progression scorecard template by name

Request

Path
namestringrequired

Resource Name of the AgentProgressionScorecardTemplate Format: customers/{customer_id}/profiles/{profile_id}/agentProgressionScorecardTemplates/{agent_progression_scorecard_template_id}

curl -i -X GET \
  'https://{api-domain}.cresta.com/v1/{name=customers/*/profiles/*/agentProgressionScorecardTemplates/*}'

Responses

A successful response.

Bodyapplication/json
agentProgressionScorecardTemplateobject(autoqaAgentProgressionScorecardTemplate)

Scorecard template to keep track of all possible scoring criteria in an custom organized way.

unconfiguredTriggersArray of objects(All criterion that is not yet used inside the template)
Response
application/json
{
  "agentProgressionScorecardTemplate": {
    "name": "string",
    "displayName": "string",
    "items": [ … ],
    "creator": { … },
    "lastEditor": { … },
    "createTime": "2019-08-24T14:15:22Z",
    "updateTime": "2019-08-24T14:15:22Z"
  },
  "unconfiguredTriggers": [
    { … }
  ]
}