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
-
create: Creates an
agent.
-
delete: Marks one
agent for deletion, but does not permanently delete the agent.
-
get: Returns one
agent, using the URL
https://<server>/unifiedconfig/config/agent/<id>.
-
list: Retrieves a
list of agents.
-
update: Updates
one agent.
Parameters
-
refURL: The
refURL for the agent. See
Shared parameters.
-
agentId: The
unique peripheral number. Maximum length of 11 characters allowed. Default is
an auto-generated 7 digit number.
-
changeStamp:
See
Shared parameters.
-
description:
See
Shared parameters.
-
department: A
reference to the agent's department (Department API), including the refURL and name.
See
References.
-
agentStateTrace: Indicates if agent state tracing is turned on
for the agent. Values are true/false. See
Agent State Trace API.
-
agentDeskSettings: A reference to the agent's agentDeskSettings
(Agent Desk Settings API), including the refURL and name.
See
References.
-
person:
Required. Includes the following parameters:
-
firstName: Agent's first name. Maximum of 32 characters.
International characters are allowed.
-
lastName: Agent's last name. Maximum of 32 characters. International characters
are allowed.
-
userName: Agent's user name. Maximum of 32 alphanumeric
characters.
-
password: Agent's password. Maximum of 256 ASCII characters.
Password is case-sensitive. The password can be used when creating or updating,
but is not returned.
-
supervisor:
Required. Indicates whether the agent is marked as supervisor. Values are
true/false.
-
supervisorUserInfo: Required if supervisor is set to true. User
information about an existing Active Directory account for the supervisor.
Includes the following parameters:
-
userName: Supervisor's Active Directory user name.
-
domainName: Supervisor's Active Directory (Active Directory Domain API) domain name. If domainName is
empty, system uses default domain name.
-
agentAttributes: A collection of agent attribute (Attribute API) references for this agent,
including the description, refURL, name, and dataType for each associated
attribute. Also includes the attributeValue parameter which indicates the value
(true/false or 1-10) of the attribute for this agent. See
References.
-
skillGroups:
A collection of skill group (Skill Group API) references for this agent,
including the refURL and name of each associated skill group. See
References.
-
skillGroupsAdded: A collection of skill group references (Skill Group API) to be added to the agent,
including the refURL of each skill group to be added. This parameter is update
only, and cannot be used in conjunction with the skillGroups parameter on an
update as it does not affect existing skill groups. This parameter can be used
with the skillGroupsRemoved parameter. See
References.
-
skillGroupsRemoved: A collection of skill group references
(Skill Group API) to be removed from the agent,
including the refURL of each skill group to be removed. This parameter is
update only, and cannot be used in conjunction with the skillGroups parameter
on an update as it does not affect existing skill groups. This parameter can be
used with the skillGroupsAdded parameter. See
References.
-
defaultSkillGroup: A reference to a skill group (Skill Group API), including the refURL and name.
Identifies the default skill group associated with this agent. See
References.
-
agentTeam: A
reference to the agent's team (Agent Team API), including the refURL and name.
See
References.
-
supervisorTeams: If this agent has supervisor access, this
collection of references is for this supervisor's teams, including the refURL
and name of each supervised team. See
References.
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.
-
supervisor:
(true/false) Find agents that are (or are
not)
supervisors.
-
q=supervisor:true
Returns all agents who are supervisors.
-
q=supervisor:false
Returns all agents who are
not supervisors.
-
attributes: (attr1 & attrt2 & attr3, ...) find
all
agents that have
all
the specified attributes. Up to ten attributes can be specified. The attribute
names are fully matched.
-
skillgroups: (skill1 & skill2 & skill3,...) find
all
agents that have
all
the specified skillgroups. Up to ten skillgroups can be specified. The
skillgroup names are fully matched.
-
team:
(team1|team2|team3, ...) find
all
agents who belong to
any of
the specified teams. Up to ten team names can be specified. The team name is
fully matched.
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>