Our Coaching Service API provides a comprehensive set of endpoints to create, read, update, delete, acknowledge, list, export, and manage all coaching-related entities—such as comments, plans, sessions, scorecards, and targets—covering everything from scorecard backfills to retrieving evaluation periods and agent quotas.
curl -i -X PATCH \
'https://{api-domain}.cresta.com/v1/{scorecard.name=customers/*/profiles/*/scorecards/*}' \
-H 'Content-Type: application/json' \
-d '{
"scorecard": {
"name": "string",
"conversationName": "string",
"agentUserName": "string",
"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"
]
},
"templateName": "string",
"comment": "string",
"totalScore": 0.1,
"scores": [
{
"criterionId": "string",
"criterionDisplayName": "string",
"chapterId": "string",
"numericValue": 0.1,
"textValue": "string",
"comment": "string",
"notApplicable": true,
"aiValue": 0.1,
"aiScored": true,
"autoFailed": true,
"commentAccessRoles": [
"ROLE_UNSPECIFIED"
]
}
],
"createTime": "2019-08-24T14:15:22Z",
"updateTime": "2019-08-24T14:15:22Z",
"submitTime": "2019-08-24T14:15:22Z",
"aiScoreTime": "2019-08-24T14:15:22Z",
"manuallyScored": true,
"autoFailed": true,
"usecaseName": "string",
"updatedBy": {
"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"
]
},
"submittedBy": {
"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"
]
},
"calibratedScorecardName": "string",
"calibrationConsistencyScore": 0.1,
"processInteractionTime": "2019-08-24T14:15:22Z",
"processId": "string",
"submissionSource": "SCORECARD_SUBMISSION_SOURCE_UNSPECIFIED",
"scorecardType": "SCORECARD_TYPE_UNSPECIFIED",
"referenceScorecardId": "string",
"scorecardWorkflows": [
{
"appealWorkflows": [
{
"replicaScorecard": {},
"appealRequestScorecard": {},
"appealResolveScorecard": {}
}
]
}
]
}
}'{ "scorecard": { "name": "string", "conversationName": "string", "agentUserName": "string", "creator": { … }, "templateName": "string", "comment": "string", "totalScore": 0.1, "scores": [ … ], "coachingPlanNames": [ … ], "createTime": "2019-08-24T14:15:22Z", "updateTime": "2019-08-24T14:15:22Z", "submitTime": "2019-08-24T14:15:22Z", "aiScoreTime": "2019-08-24T14:15:22Z", "manuallyScored": true, "autoFailed": true, "acknowledgeTime": "2019-08-24T14:15:22Z", "acknowledgeComment": "string", "usecaseName": "string", "updatedBy": { … }, "submittedBy": { … }, "calibratedScorecardName": "string", "calibrationConsistencyScore": 0.1, "processInteractionTime": "2019-08-24T14:15:22Z", "processId": "string", "submissionSource": "SCORECARD_SUBMISSION_SOURCE_UNSPECIFIED", "scorecardType": "SCORECARD_TYPE_UNSPECIFIED", "referenceScorecardId": "string", "scorecardWorkflows": [ … ] } }
curl -i -X POST \
'https://{api-domain}.cresta.com/v1/{scorecardTemplate.name=customers/*/profiles/*/scorecardTemplates/*}:commit' \
-H 'Content-Type: application/json' \
-d '{
"name": "string",
"scorecardTemplate": {
"name": "string",
"title": "string",
"template": {},
"audience": {
"users": [
"string"
],
"teams": [
"string"
],
"groups": [
"string"
]
},
"resolvedAudience": {
"users": [
{
"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": {}
}
],
"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": {},
"cisco": {},
"userFeatureGate": {}
}
],
"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"
]
}
],
"teams": [
{
"name": "string",
"displayName": "string",
"manager": "string",
"state": "ACTIVE_STATE_UNSPECIFIED"
}
],
"groups": [
{
"name": "string",
"displayName": "string",
"type": "GROUP_TYPE_UNSPECIFIED",
"creator": "string",
"owner": "string",
"externalIdmId": "string",
"state": "GROUP_STATE_UNSPECIFIED",
"visibility": "GROUP_VISIBILITY_UNSPECIFIED",
"profileNames": [
"string"
],
"crestaManaged": true
}
]
},
"usecaseNames": [
"string"
],
"qaTaskConfig": {
"taskCompleteConfig": {
"evaluatedConversationCountPerAgent": 0,
"overriddenAgents": [
{
"group": "string",
"user": "string",
"evaluatedConversationCountPerAgent": 0
}
]
},
"evaluationPeriodConfig": {
"evaluationDuration": "string",
"evaluationPeriodDuration": "EVALUATION_PERIOD_DURATION_UNSPECIFIED",
"startTime": "2019-08-24T14:15:22Z",
"overrideTimeRange": {
"startTimestamp": "2019-08-24T14:15:22Z",
"endTimestamp": "2019-08-24T14:15:22Z"
}
},
"qaAnalystQuotaConfig": {
"qaAnalystQuotas": [
{
"qaAnalystUserId": "string",
"qaAnalystDisplayName": "string",
"assignedConversationCount": 0
}
]
},
"conversationSuggestionConfig": {
"conversationFilters": {
"teams": [
{
"name": "string",
"displayName": "string",
"manager": "string",
"state": "ACTIVE_STATE_UNSPECIFIED"
}
],
"groups": [
{
"name": "string",
"displayName": "string",
"type": "GROUP_TYPE_UNSPECIFIED",
"creator": "string",
"owner": "string",
"externalIdmId": "string",
"state": "GROUP_STATE_UNSPECIFIED",
"visibility": "GROUP_VISIBILITY_UNSPECIFIED",
"profileNames": [
null
],
"crestaManaged": true
}
],
"users": [
{
"name": "string",
"userId": "string",
"username": "string",
"email": "string",
"displayName": "string",
"fullName": "string",
"isDevUser": true,
"roles": [
null
],
"legacyRoles": [
null
],
"agentProfiles": [
null
],
"team": "string",
"state": "ACTIVE_STATE_UNSPECIFIED",
"loginStatus": {
"applicationStatus": []
},
"manager": "string",
"externalIdmId": "string",
"platformProfiles": [
null
],
"isGuestUser": true,
"type": "USER_TYPE_UNSPECIFIED",
"profileNames": [
null
],
"usecases": [
null
],
"profileStates": {},
"preferredProfile": "string",
"authenticationFactors": [
null
],
"requirePasswordReset": true,
"migratedEntities": [
null
]
}
],
"intents": [
{
"name": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"currentActiveStatus": "ACTIVE_STATUS_UNSPECIFIED",
"historicActiveStatus": "ACTIVE_STATUS_UNSPECIFIED",
"order": 0
}
],
"speakerRoles": [
"string"
],
"conversationReasons": [
{
"id": "string",
"description": "string"
}
],
"conversationDurationBuckets": [
{
"id": "string",
"lowerBound": 0.1,
"upperBound": 0.1
}
],
"conversationDurationRange": {
"minDuration": "string",
"maxDuration": "string"
},
"guidedWorkflows": [
{
"name": "string",
"title": "string",
"branchingSteps": {
"steps": {}
},
"linearSteps": {
"steps": []
},
"viewport": {},
"type": "TYPE_UNSPECIFIED"
}
],
"guidedWorkflowNames": [
"string"
],
"timeRanges": [
{
"startTimestamp": "2019-08-24T14:15:22Z",
"endTimestamp": "2019-08-24T14:15:22Z"
}
],
"momentGroups": [
{
"moments": [
null
],
"excludedMoments": [
null
],
"behaviors": [
null
],
"adherence": "ADHERENCE_TYPE_UNSPECIFIED",
"adherenceTypesForMoments": [
null
],
"booleanLogicOperator": "BOOLEAN_LOGIC_OPERATOR_UNSPECIFIED",
"momentType": "TYPE_UNSPECIFIED",
"metadataValueAttributes": [
null
],
"outcomeValueAttributes": [
null
],
"binaryOutcomeValueEnum": "BINARY_OUTCOME_VALUE_ENUM_UNSPECIFIED",
"speakerRoles": [
null
]
}
],
"keywordsExpressions": [
"string"
],
"momentAnnotationGroup": [
{
"momentAnnotations": [
null
]
}
],
"moments": [
{
"name": "string",
"usecases": [
null
],
"displayName": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
null
],
"momentData": {},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
null
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
"roles": [],
"legacyRoles": [],
"agentProfiles": [],
"groupMemberships": [],
"platformProfiles": [],
"profileNames": [],
"usecases": [],
"profileStates": {},
"authenticationFactors": [],
"migratedEntities": []
}
}
],
"adherence": "ADHERENCE_TYPE_UNSPECIFIED",
"policies": [
{
"name": "string",
"usecases": [
null
],
"displayName": "string",
"author": {
"roles": [],
"legacyRoles": [],
"agentProfiles": [],
"groupMemberships": [],
"platformProfiles": [],
"profileNames": [],
"usecases": [],
"profileStates": {},
"authenticationFactors": [],
"migratedEntities": []
},
"moment": {
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
},
"s3PathToDialoguePolicy": "string",
"momentInput": {
"moments": []
},
"complexTriggerConfig": {},
"simpleTrigger": true,
"actionOutput": {
"actions": [],
"actionAdditionalTriggers": {}
},
"adherenceMoments": [
null
],
"behaviors": [
null
],
"policyAdherenceConfig": {
"configs": {},
"focusAreas": []
},
"policyConfig": {
"targetAgents": [],
"excludedAgents": [],
"targetTeams": [],
"excludedTeams": [],
"targetGroups": [],
"excludedGroups": []
},
"policyMetrics": {
"engagementItems": []
},
"status": "STATUS_UNSPECIFIED",
"sourceType": "SOURCE_TYPE_UNSPECIFIED",
"languageCode": "string",
"labels": {
"labels": {}
},
"latestPolicyHistories": [
null
]
}
],
"insightsTopics": [
{
"topicMoment": {
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
},
"includedKeywordMoment": {
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
},
"excludedKeywordMoment": {
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
},
"clusterMoments": [
null
],
"previewConfig": "PREVIEW_CONFIG_UNSPECIFIED"
}
],
"actions": [
{
"name": "string",
"usecases": [
null
],
"displayName": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"taxonomyState": "TAXONOMY_STATE_UNSPECIFIED",
"actionData": {},
"languageCode": "string",
"audienceConfig": {},
"policyData": {}
}
],
"actionGroups": [
{
"actionType": "TYPE_UNSPECIFIED",
"actions": [
null
]
}
],
"conversations": [
{
"name": "string",
"agent": "string",
"agentInfo": {},
"visitor": {},
"conversationCorrelationId": "string",
"skill": "string",
"platformInfo": {
"originalEventData": {}
},
"startTime": "2019-08-24T14:15:22Z",
"audioPersistenceState": "AUDIO_PERSISTENCE_STATE_UNSPECIFIED",
"audioAnalysis": {
"agentAudioEnergy": [],
"visitorAudioEnergy": []
},
"persistedAudioDuration": "string",
"state": "STATE_UNSPECIFIED",
"raiseHandState": "RAISE_HAND_STATE_UNSPECIFIED",
"languageCode": "string",
"channel": "CHANNEL_UNSPECIFIED",
"source": "SOURCE_UNSPECIFIED",
"metadata": {},
"displayName": "string",
"sharingState": "SHARING_STATE_UNSPECIFIED",
"policyOverride": {
"policyIds": [],
"policyHistoryIds": []
},
"usecase": "string",
"corruptionState": "CORRUPTION_STATE_UNSPECIFIED",
"virtualAgent": "string",
"ingestedByJob": "string",
"transferInfo": {
"umbrellaConversationTransferTypes": []
},
"persistenceState": "PERSISTENCE_STATE_UNSPECIFIED",
"multiLanguageMode": "MULTI_LANGUAGE_MODE_UNSPECIFIED"
}
],
"conversationIdentifiers": [
{
"name": "string",
"platformConversationId": "string"
}
],
"kbDocuments": [
{
"name": "string",
"kbDocumentType": "KB_DOCUMENT_TYPE_UNSPECIFIED",
"guidedWorkflow": {},
"kbArticle": {
"kbArticleSegments": []
},
"agentResponse": {},
"kbDocumentSource": "KB_DOCUMENT_SOURCE_UNSPECIFIED",
"state": "STATE_UNSPECIFIED",
"fileFormat": "string",
"url": "string",
"title": "string",
"creator": "string",
"version": "string",
"externalSource": "string",
"externalId": "string",
"kbDocumentProperty": "KB_DOCUMENT_PROPERTY_UNSPECIFIED",
"keywordTags": [
null
],
"createTime": "2019-08-24T14:15:22Z",
"updateTime": "2019-08-24T14:15:22Z",
"externalUpdateTime": "2019-08-24T14:15:22Z",
"metadata": {},
"indexState": "INDEX_STATE_UNSPECIFIED"
}
],
"conversationCriterions": [
"CONVERSATION_CRITERION_UNSPECIFIED"
],
"languageCodes": [
"string"
],
"comments": "COMMENTS_UNSPECIFIED",
"includeDevUsers": true,
"includeDeactivatedUsers": true,
"excludeDeactivatedUsers": true,
"includeCrestaBot": true,
"scorecardStatus": "SCORECARD_STATUS_UNSPECIFIED",
"scorecardStatuses": [
"SCORECARD_STATUS_UNSPECIFIED"
],
"liveAssist": "LIVE_ASSIST_UNSPECIFIED",
"liveAssists": [
"LIVE_ASSIST_UNSPECIFIED"
],
"summaryUsages": [
"SUMMARY_USAGE_UNSPECIFIED"
],
"noteTakingUsages": [
"NOTE_TAKING_USAGE_UNSPECIFIED"
],
"suggestionUsages": [
"SUGGESTION_USAGE_UNSPECIFIED"
],
"scorecardTemplateNames": [
"string"
],
"usecaseNames": [
"string"
],
"hintType": "HINT_TYPE_UNSPECIFIED",
"languageTransferEvents": [
{
"newLanguageCode": "string",
"oldLanguageCode": "string"
}
],
"behaviors": [
{
"name": "string",
"displayName": "string",
"moment": {
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
},
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"behaviorConfig": {
"targetAgents": [],
"targetGroups": []
},
"audienceConfig": {}
}
],
"conversationSources": [
"SOURCE_UNSPECIFIED"
],
"tags": [
{
"name": "string",
"usecase": "string",
"displayName": "string",
"description": "string",
"color": "string",
"icon": {},
"isPublic": true,
"visibility": {
"roles": []
},
"tagType": "TAG_TYPE_UNSPECIFIED"
}
],
"hasScreenRecordings": true,
"conversationHoldsCriterion": {
"holdsCountRange": {
"lowerBound": {},
"upperBound": {}
}
},
"screenRecording": "SCREEN_RECORDING_UNSPECIFIED",
"knowledgeMomentFilter": {
"knowledgeMoments": [
{}
],
"matchType": "MATCH_TYPE_UNSPECIFIED"
},
"scorecardSubmitterUserNames": [
"string"
],
"calibrationStatuses": [
"SCORECARD_STATUS_UNSPECIFIED"
],
"conversationPlatformVisitorId": [
"string"
],
"transferInfoFilter": {
"umbrellaConversationTransferTypes": [
"UMBRELLA_CONVERSATION_TRANSFER_TYPE_UNSPECIFIED"
],
"participantInteractionTypes": [
"PARTICIPANT_INTERACTION_TYPE_UNSPECIFIED"
]
},
"agentAssistFilters": [
{
"agentAssistUsed": "AGENT_ASSIST_STATE_TYPE_UNSPECIFIED"
}
],
"groupMembershipFilter": {
"type": "GROUP_MEMBERSHIP_TYPE_UNSPECIFIED"
},
"criterionIdentifiers": [
"string"
],
"coachingSessionNames": [
"string"
],
"scorecardSubmissionSources": [
"SCORECARD_SUBMISSION_SOURCE_UNSPECIFIED"
]
}
}
},
"lastUpdatedBy": {
"name": "string",
"userId": "string",
"username": "string",
"email": "string",
"displayName": "string",
"fullName": "string",
"isDevUser": true,
"roles": [
"ROLE_UNSPECIFIED"
],
"legacyRoles": [
"ROLE_UNSPECIFIED"
],
"agentProfiles": [
{
"agentProfileId": 0,
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"legacy": {
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"platformUserId": "string"
}
}
],
"team": "string",
"state": "ACTIVE_STATE_UNSPECIFIED",
"loginStatus": {
"loginStatus": "LOGIN_STATUS_UNSPECIFIED"
},
"manager": "string",
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{
"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"
]
},
"permissions": {
"templateEditors": [
"ROLE_UNSPECIFIED"
],
"scorecardViewers": [
"ROLE_UNSPECIFIED"
],
"scorecardGraders": [
"ROLE_UNSPECIFIED"
],
"scorecardAppealers": [
"ROLE_UNSPECIFIED"
]
},
"type": "SCORECARD_TEMPLATE_TYPE_UNSPECIFIED",
"status": "SCORECARD_TEMPLATE_STATUS_UNSPECIFIED",
"qaScoreConfig": {
"conversationFilters": {
"teams": [
{
"name": "string",
"displayName": "string",
"manager": "string",
"state": "ACTIVE_STATE_UNSPECIFIED"
}
],
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{
"name": "string",
"displayName": "string",
"type": "GROUP_TYPE_UNSPECIFIED",
"creator": "string",
"owner": "string",
"externalIdmId": "string",
"state": "GROUP_STATE_UNSPECIFIED",
"visibility": "GROUP_VISIBILITY_UNSPECIFIED",
"profileNames": [
"string"
],
"crestaManaged": true
}
],
"users": [
{
"name": "string",
"userId": "string",
"username": "string",
"email": "string",
"displayName": "string",
"fullName": "string",
"isDevUser": true,
"roles": [
"ROLE_UNSPECIFIED"
],
"legacyRoles": [
"ROLE_UNSPECIFIED"
],
"agentProfiles": [
{}
],
"team": "string",
"state": "ACTIVE_STATE_UNSPECIFIED",
"loginStatus": {
"loginStatus": "LOGIN_STATUS_UNSPECIFIED"
},
"manager": "string",
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{}
],
"isGuestUser": true,
"type": "USER_TYPE_UNSPECIFIED",
"profileNames": [
"string"
],
"usecases": [
"string"
],
"profileStates": {
"property1": "PROFILE_STATE_UNSPECIFIED",
"property2": "PROFILE_STATE_UNSPECIFIED"
},
"preferredProfile": "string",
"authenticationFactors": [
{}
],
"requirePasswordReset": true,
"migratedEntities": [
"MIGRATABLE_ENTITY_UNSPECIFIED"
]
}
],
"intents": [
{
"name": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"currentActiveStatus": "ACTIVE_STATUS_UNSPECIFIED",
"historicActiveStatus": "ACTIVE_STATUS_UNSPECIFIED",
"order": 0
}
],
"speakerRoles": [
"string"
],
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{
"id": "string",
"description": "string"
}
],
"conversationDurationBuckets": [
{
"id": "string",
"lowerBound": 0.1,
"upperBound": 0.1
}
],
"conversationDurationRange": {
"minDuration": "string",
"maxDuration": "string"
},
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{
"name": "string",
"title": "string",
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"steps": {},
"defaultIsInstruction": true
},
"linearSteps": {
"steps": [
null
],
"defaultIsInstruction": true
},
"viewport": {
"x": 0.1,
"y": 0.1,
"zoom": 0.1
},
"type": "TYPE_UNSPECIFIED"
}
],
"guidedWorkflowNames": [
"string"
],
"timeRanges": [
{
"startTimestamp": "2019-08-24T14:15:22Z",
"endTimestamp": "2019-08-24T14:15:22Z"
}
],
"momentGroups": [
{
"moments": [
{
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
}
],
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{
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"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
}
],
"behaviors": [
{}
],
"adherence": "ADHERENCE_TYPE_UNSPECIFIED",
"adherenceTypesForMoments": [
{
"adherenceTypes": []
}
],
"booleanLogicOperator": "BOOLEAN_LOGIC_OPERATOR_UNSPECIFIED",
"momentType": "TYPE_UNSPECIFIED",
"metadataValueAttributes": [
{}
],
"outcomeValueAttributes": [
{}
],
"binaryOutcomeValueEnum": "BINARY_OUTCOME_VALUE_ENUM_UNSPECIFIED",
"speakerRoles": [
"string"
]
}
],
"keywordsExpressions": [
"string"
],
"momentAnnotationGroup": [
{
"momentAnnotations": [
{}
]
}
],
"moments": [
{
"name": "string",
"usecases": [
"string"
],
"displayName": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
"APP_TYPE_UNSPECIFIED"
],
"momentData": {
"keywordMomentData": {
"messageTypes": []
},
"compositeMomentData": {
"operands": [],
"moments": [],
"messageTypes": []
},
"timeBasedMomentData": {},
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"exampleUtterance": []
},
"silenceMomentData": {},
"ivrMomentData": {},
"cannedSuggestionMomentData": {},
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"allowedValues": [],
"numericBins": [],
"outcomeStatsTypes": [],
"applicableAreas": []
},
"chainedCompositeMomentData": {},
"metadataMatchesMomentData": {
"isPresent": {},
"isNotPresent": {}
},
"intentV2MomentData": {
"testSetSessionLogNames": []
},
"conversationOutcomeMomentData": {
"outcomeValues": [],
"outcomeStatsTypes": []
},
"finetunedOobIntentMomentData": {},
"entityMomentData": {
"blockList": [],
"requiredKeywords": [],
"intentsInScope": [],
"regexes": [],
"channels": []
},
"conversationHoldMatchesMomentData": {},
"discoveredIntentMomentData": {
"positiveExamples": [],
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"extraPositiveExamples": [],
"extraNegativeExamples": []
},
"matchAnyMessageMomentData": {
"speakerRoles": []
},
"summarizationMomentData": {
"keywordReplacements": []
},
"summarizationTopicMomentData": {
"keywordReplacements": []
},
"metadata": {}
},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
{}
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
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"userId": "string",
"username": "string",
"email": "string",
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"fullName": "string",
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null
],
"legacyRoles": [
null
],
"agentProfiles": [
null
],
"team": "string",
"state": "ACTIVE_STATE_UNSPECIFIED",
"loginStatus": {
"applicationStatus": []
},
"manager": "string",
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"platformProfiles": [
null
],
"isGuestUser": true,
"type": "USER_TYPE_UNSPECIFIED",
"profileNames": [
null
],
"usecases": [
null
],
"profileStates": {},
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"authenticationFactors": [
null
],
"requirePasswordReset": true,
"migratedEntities": [
null
]
}
}
],
"adherence": "ADHERENCE_TYPE_UNSPECIFIED",
"policies": [
{
"name": "string",
"usecases": [
"string"
],
"displayName": "string",
"author": {
"name": "string",
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null
],
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null
],
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null
],
"team": "string",
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"loginStatus": {
"applicationStatus": []
},
"manager": "string",
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null
],
"isGuestUser": true,
"type": "USER_TYPE_UNSPECIFIED",
"profileNames": [
null
],
"usecases": [
null
],
"profileStates": {},
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"authenticationFactors": [
null
],
"requirePasswordReset": true,
"migratedEntities": [
null
]
},
"moment": {
"name": "string",
"usecases": [
null
],
"displayName": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
null
],
"momentData": {},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
null
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
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"legacyRoles": [],
"agentProfiles": [],
"groupMemberships": [],
"platformProfiles": [],
"profileNames": [],
"usecases": [],
"profileStates": {},
"authenticationFactors": [],
"migratedEntities": []
}
},
"s3PathToDialoguePolicy": "string",
"momentInput": {
"moments": [
null
]
},
"complexTriggerConfig": {
"metadataPartOperandId": "string",
"includePartOperandId": "string",
"excludePartOperandId": "string"
},
"simpleTrigger": true,
"actionOutput": {
"actions": [
null
],
"actionAdditionalTriggers": {}
},
"adherenceMoments": [
{
"usecases": [],
"appTypes": [],
"relatedPolicies": [],
"momentUsages": []
}
],
"behaviors": [
{}
],
"policyAdherenceConfig": {
"configs": {},
"focusAreas": [
null
]
},
"policyConfig": {
"targetAgents": [
null
],
"excludedAgents": [
null
],
"targetTeams": [
null
],
"excludedTeams": [
null
],
"targetGroups": [
null
],
"excludedGroups": [
null
],
"withTeamCascading": true,
"directMembersOnly": true,
"startTime": "2019-08-24T14:15:22Z",
"endTime": "2019-08-24T14:15:22Z",
"s3PathToDialoguePolicy": "string",
"appCallflowId": 0,
"allowExternalUserEdit": true,
"availableInRealTime": true,
"availableInPostCall": true,
"skipBehaviorIfUnlessTriggered": true,
"skipTriggerIfBehaviorOccurred": true,
"skipPolicyOnTransferredMessages": true
},
"policyMetrics": {
"triggeredCount": 0,
"processedConversationMessageCount": 0,
"engagement": {},
"engagementItems": [
null
]
},
"status": "STATUS_UNSPECIFIED",
"sourceType": "SOURCE_TYPE_UNSPECIFIED",
"languageCode": "string",
"labels": {
"labels": {}
},
"latestPolicyHistories": [
{
"usecases": []
}
]
}
],
"insightsTopics": [
{
"topicMoment": {
"name": "string",
"usecases": [
null
],
"displayName": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
null
],
"momentData": {},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
null
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
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"profileNames": [],
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"profileStates": {},
"authenticationFactors": [],
"migratedEntities": []
}
},
"includedKeywordMoment": {
"name": "string",
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null
],
"displayName": "string",
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"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
null
],
"momentData": {},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
null
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
"roles": [],
"legacyRoles": [],
"agentProfiles": [],
"groupMemberships": [],
"platformProfiles": [],
"profileNames": [],
"usecases": [],
"profileStates": {},
"authenticationFactors": [],
"migratedEntities": []
}
},
"excludedKeywordMoment": {
"name": "string",
"usecases": [
null
],
"displayName": "string",
"description": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
null
],
"momentData": {},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
null
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
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"agentProfiles": [],
"groupMemberships": [],
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"profileNames": [],
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}
},
"clusterMoments": [
{
"usecases": [],
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}
],
"previewConfig": "PREVIEW_CONFIG_UNSPECIFIED"
}
],
"actions": [
{
"name": "string",
"usecases": [
"string"
],
"displayName": "string",
"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"taxonomyState": "TAXONOMY_STATE_UNSPECIFIED",
"actionData": {
"hintAction": {},
"managerAlertAction": {
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"targetManagers": [],
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"monitoredGroups": [],
"behaviorConditions": []
},
"checklistHintAction": {
"checklistHintItems": []
},
"checklistHintItemAction": {
"utterance": []
},
"documentReleaseHintAction": {},
"webhookAction": {},
"checklistAction": {
"checklistItems": []
},
"checklistItemAction": {
"utterance": []
}
},
"languageCode": "string",
"audienceConfig": {
"allAgents": true,
"targetAudience": {
"targetUsers": [],
"targetGroups": []
},
"excludedAudience": {
"excludedUsers": [],
"excludedGroups": []
},
"dynamicAudience": {
"rules": []
}
},
"policyData": {
"name": "string",
"displayName": "string"
}
}
],
"actionGroups": [
{
"actionType": "TYPE_UNSPECIFIED",
"actions": [
{}
]
}
],
"conversations": [
{
"name": "string",
"agent": "string",
"agentInfo": {
"displayName": "string",
"platformSpeakerId": "string"
},
"visitor": {
"platformVisitorId": "string",
"displayName": "string"
},
"conversationCorrelationId": "string",
"skill": "string",
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"platformConversationId": "string",
"platformAccountId": "string",
"originalEventData": {},
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"platformIntegration": "string"
},
"startTime": "2019-08-24T14:15:22Z",
"audioPersistenceState": "AUDIO_PERSISTENCE_STATE_UNSPECIFIED",
"audioAnalysis": {
"agentAudioEnergy": [
null
],
"visitorAudioEnergy": [
null
]
},
"persistedAudioDuration": "string",
"state": "STATE_UNSPECIFIED",
"raiseHandState": "RAISE_HAND_STATE_UNSPECIFIED",
"languageCode": "string",
"channel": "CHANNEL_UNSPECIFIED",
"source": "SOURCE_UNSPECIFIED",
"metadata": {
"property1": {
"values": []
},
"property2": {
"values": []
}
},
"displayName": "string",
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"policyOverride": {
"policyIds": [
null
],
"respectConversationAgentFilter": true,
"respectLanguageCodeFilter": true,
"respectTimeRangeFilter": true,
"policyHistoryIds": [
null
]
},
"usecase": "string",
"corruptionState": "CORRUPTION_STATE_UNSPECIFIED",
"virtualAgent": "string",
"ingestedByJob": "string",
"transferInfo": {
"previousConversation": "string",
"participantInteractionType": "PARTICIPANT_INTERACTION_TYPE_UNSPECIFIED"
},
"persistenceState": "PERSISTENCE_STATE_UNSPECIFIED",
"multiLanguageMode": "MULTI_LANGUAGE_MODE_UNSPECIFIED"
}
],
"conversationIdentifiers": [
{
"name": "string",
"platformConversationId": "string"
}
],
"kbDocuments": [
{
"name": "string",
"kbDocumentType": "KB_DOCUMENT_TYPE_UNSPECIFIED",
"guidedWorkflow": {
"name": "string",
"title": "string",
"branchingSteps": {
"steps": {}
},
"linearSteps": {
"steps": []
},
"viewport": {},
"type": "TYPE_UNSPECIFIED"
},
"kbArticle": {
"kbArticleId": "string",
"kbArticleSegments": [
null
]
},
"agentResponse": {
"agentResponseId": "string",
"agentResponseContent": {}
},
"kbDocumentSource": "KB_DOCUMENT_SOURCE_UNSPECIFIED",
"state": "STATE_UNSPECIFIED",
"fileFormat": "string",
"url": "string",
"title": "string",
"creator": "string",
"version": "string",
"externalSource": "string",
"externalId": "string",
"kbDocumentProperty": "KB_DOCUMENT_PROPERTY_UNSPECIFIED",
"keywordTags": [
{}
],
"createTime": "2019-08-24T14:15:22Z",
"updateTime": "2019-08-24T14:15:22Z",
"externalUpdateTime": "2019-08-24T14:15:22Z",
"metadata": {},
"indexState": "INDEX_STATE_UNSPECIFIED"
}
],
"conversationCriterions": [
"CONVERSATION_CRITERION_UNSPECIFIED"
],
"languageCodes": [
"string"
],
"comments": "COMMENTS_UNSPECIFIED",
"includeDevUsers": true,
"includeDeactivatedUsers": true,
"excludeDeactivatedUsers": true,
"includeCrestaBot": true,
"scorecardStatus": "SCORECARD_STATUS_UNSPECIFIED",
"scorecardStatuses": [
"SCORECARD_STATUS_UNSPECIFIED"
],
"liveAssist": "LIVE_ASSIST_UNSPECIFIED",
"liveAssists": [
"LIVE_ASSIST_UNSPECIFIED"
],
"summaryUsages": [
"SUMMARY_USAGE_UNSPECIFIED"
],
"noteTakingUsages": [
"NOTE_TAKING_USAGE_UNSPECIFIED"
],
"suggestionUsages": [
"SUGGESTION_USAGE_UNSPECIFIED"
],
"scorecardTemplateNames": [
"string"
],
"usecaseNames": [
"string"
],
"hintType": "HINT_TYPE_UNSPECIFIED",
"languageTransferEvents": [
{
"newLanguageCode": "string",
"oldLanguageCode": "string"
}
],
"behaviors": [
{
"name": "string",
"displayName": "string",
"moment": {
"name": "string",
"usecases": [
null
],
"displayName": "string",
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"type": "TYPE_UNSPECIFIED",
"detailedType": "DETAILED_TYPE_UNSPECIFIED",
"taxonomy": "string",
"taxonomyReferenceId": "string",
"parentMomentTemplateId": "string",
"taxonomyState": "STATE_UNSPECIFIED",
"appTypes": [
null
],
"momentData": {},
"momentSource": "MOMENT_SOURCE_UNSPECIFIED",
"displayOrder": 0,
"labels": {
"labels": {}
},
"languageCode": "string",
"deploymentStatus": "DEPLOYMENT_STATUS_UNSPECIFIED",
"momentUsages": [
null
],
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"author": {
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"agentProfiles": [],
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"profileNames": [],
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"profileStates": {},
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"migratedEntities": []
}
},
"behaviorStatus": "BEHAVIOR_STATUS_UNSPECIFIED",
"behaviorConfig": {
"sdxReminderWindow": {},
"sdxAdherenceWindow": {},
"sdxAdherenceCutoffMoment": {
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"relatedPolicies": [],
"momentUsages": []
},
"negativeAdherenceConfig": {},
"targetAgents": [
null
],
"targetGroups": [
null
],
"directMembersOnly": true,
"conversationCloseOption": "POLICY_CONVERSATION_CLOSE_OPTION_UNSPECIFIED",
"allowMultipleSdx": true,
"allowMultiplePositiveAdherence": true
},
"audienceConfig": {
"allAgents": true,
"targetAudience": {
"targetUsers": [],
"targetGroups": []
},
"excludedAudience": {
"excludedUsers": [],
"excludedGroups": []
},
"dynamicAudience": {
"rules": []
}
}
}
],
"conversationSources": [
"SOURCE_UNSPECIFIED"
],
"tags": [
{
"name": "string",
"usecase": "string",
"displayName": "string",
"description": "string",
"color": "string",
"icon": {
"name": "string",
"iconType": "ICON_TYPE_UNSPECIFIED"
},
"isPublic": true,
"visibility": {
"roles": [
null
]
},
"tagType": "TAG_TYPE_UNSPECIFIED"
}
],
"hasScreenRecordings": true,
"conversationHoldsCriterion": {
"holdsCountRange": {
"lowerBound": {
"value": 0,
"isExclusive": true
},
"upperBound": {
"value": 0,
"isExclusive": true
}
}
},
"screenRecording": "SCREEN_RECORDING_UNSPECIFIED",
"knowledgeMomentFilter": {
"knowledgeMoments": [
{
"autoDetected": {},
"agentInitiated": {}
}
],
"matchType": "MATCH_TYPE_UNSPECIFIED"
},
"scorecardSubmitterUserNames": [
"string"
],
"calibrationStatuses": [
"SCORECARD_STATUS_UNSPECIFIED"
],
"conversationPlatformVisitorId": [
"string"
],
"transferInfoFilter": {
"umbrellaConversationTransferTypes": [
"UMBRELLA_CONVERSATION_TRANSFER_TYPE_UNSPECIFIED"
],
"participantInteractionTypes": [
"PARTICIPANT_INTERACTION_TYPE_UNSPECIFIED"
]
},
"agentAssistFilters": [
{
"agentAssistUsed": "AGENT_ASSIST_STATE_TYPE_UNSPECIFIED"
}
],
"groupMembershipFilter": {
"type": "GROUP_MEMBERSHIP_TYPE_UNSPECIFIED"
},
"criterionIdentifiers": [
"string"
],
"coachingSessionNames": [
"string"
],
"scorecardSubmissionSources": [
"SCORECARD_SUBMISSION_SOURCE_UNSPECIFIED"
]
}
}
},
"activationStatus": "ACTIVATION_STATUS_UNSPECIFIED"
}'{ "scorecardTemplate": { "name": "string", "title": "string", "template": {}, "audience": { … }, "resolvedAudience": { … }, "createTime": "2019-08-24T14:15:22Z", "deactivateTime": "2019-08-24T14:15:22Z", "deleteTime": "2019-08-24T14:15:22Z", "usecaseNames": [ … ], "qaTaskConfig": { … }, "lastUpdatedBy": { … }, "permissions": { … }, "type": "SCORECARD_TEMPLATE_TYPE_UNSPECIFIED", "status": "SCORECARD_TEMPLATE_STATUS_UNSPECIFIED", "qaScoreConfig": { … } } }
curl -i -X POST \
'https://{api-domain}.cresta.com/v1/{scorecardTemplateName}:retrieveEvaluationPeriods' \
-H 'Content-Type: application/json' \
-d '{
"usecaseName": "string"
}'A successful response.
All evaluation periods for the scorecard template. It reads the evaluation period config in the QATaskConfig.
All overriden evaluation periods from the scorecard template, differ from normal evaluation periods to be able to customize the time range for the conversation suggestion. It reads the override_time_range from evaluation period config in the QATaskConfig. It is sorted so that each period corresponds to the same index in the evaluation_periods.
{ "evaluationPeriods": [ { … } ], "conversationEvaluationPeriods": [ { … } ] }