Agent API

Agents respond to contacts from customers. Use the Agent API to list the agents currently defined in the database, define new agents, and view, edit, and delete existing agents.

URL

https://<server>/unifiedconfig/config/agent/

Operations

Parameters

Search and sort values

The following table shows the parameters that are searched and the parameters that are sortable.

Search parameters Sort parameters
  • agentId
  • description
  • person.firstName
  • person.lastName
  • person.userName
  • agentId
  • description
  • supervisor
  • agentStateTrace
  • person.firstName
  • person.lastName
  • person.userName
  • person.loginEnabled

See Search and Sort.

Advanced search parameters

There are a number of advanced searches you can perform on the Agent API, including supervisor, attributes, skillgroups, and team.

Example get response

<agent>
	<changeStamp>2877</changeStamp>
        <refURL>/unifiedconfig/config/agent/5017</refURL>
        <agentId>8006</agentId>
        <agentStateTrace>false</agentStateTrace>
        <description>an agent</description>
        <person>
             <firstName>Agent2</firstName>
             <lastName>Agent2</lastName>
             <loginEnabled>true</loginEnabled>
             <userName>Agent2</userName>
             <password>mypassword</password>
       </person>
        <agentDeskSettings>
             <name>test2</name>
             <refURL>/unifiedconfig/config/agentdesksetting/5434</refURL>
        <supervisor>true</supervisor>
        </agentDeskSettings>
        <supervisorUserInfo>
              <userName>boston</userName>
              <domainName>boston.com</domainName>
        </supervisorUserInfo>
        <agentAttributes>
               <agentAttribute>
                    <attribute>
                        <refURL>/unifiedconfig/config/attribute/5004</refURL>
                        <name>Sales</name>
                        <dataType>4</dataType>
                        <description>Sales proficiency</description>
                    </attribute>
                    <attributeValue>8</attributeValue>
                    <description>masters certification</description>
              </agentAttribute>
         </agentAttributes>
         <skillGroups>
             <skillGroup>
                 <refURL>/unifiedconfig/config/skillgroup/5229</refURL>
                 <name>Support</name>
             </skillGroup>
        </skillGroups>

        <defaultSkillGroup>
             <refURL>/unifiedconfig/config/skillgroup/5229</refURL>
             <name>Support</name>
        </defaultSkillGroup>

         <agentTeam>
             <refURL>/unifiedconfig/config/agentteam/5003</refURL>
             <name>theTeam</name>
         </agentTeam>
         <supervisorTeams>
             <supervisorTeam>
                <refURL>/unifiedconfig/config/agentteam/5003</refURL>
                <name>theTeam</name>
             </supervisorTeam>
             <supervisorTeam>
                <refURL>/unifiedconfig/config/agentteam/5006</refURL>
                <name>theBTeam</name>
             </supervisorTeam>
        </supervisorTeams>
  </agent>