Hello Everyone,
To ensure a smoother and faster resolution of SmartAssist-related issues in XO 10 & XO 11, please provide the complete conversation details using the Copy All feature in the SmartAssist Dashboard.
For XO 10:
- Navigate to SmartAssist → Dashboard.
- Search for the conversation using the unique identifiers (Session ID / User ID / Call ID) with the appropriate time filter.
- Click on the conversation.
- On the top right, switch to Identifiers and click Copy All.
For XO 11:
- In an app, switch to Contact Center AI.
- Click on Analytics from the left navigation bar.
- Go to Interactions under Contact Center.
- Search for the conversation using the unique identifiers (Session ID / User ID / Call ID) with the appropriate time filter.
- Click on the conversation.
- On the top right, switch to Identifiers and click Copy All.
What This Captures:
By clicking Copy All, all relevant conversation details will be copied in the following format:
{
"Start": "24th Feb, 2025 8:45:33 PM +05:30",
"End": "24th Feb, 2025 8:46:06 PM +05:30",
"Call ID": "9fe1d2a46fc04c6b3cxxxxxxxxx",
"Session ID": "67bc8d1590220xxxxxxxxx",
"Channel User ID": "5983c98c-36c6-4c34-8840-24xxxxxxxx",
"Call Conversation ID": "5983c98c-36c6-4c34-8840-24xxxxxxxx",
"Agent Conversation ID": "",
"User ID": "u-107f287c-a8c8-5491-85bb-24xxxxxxxxx",
"Caller": "+132144xxxx",
"Callee": "+1279242xxxxx"
}
Adding the screenshot for your reference:
Providing these details will help us troubleshoot and resolve your issue more efficiently.