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

  • agentTeam.name

  • person.firstName

  • person.lastName

  • person.userName

  • person.loginEnabled

  • person.ssoEnabled

  • datacenter.name

See Search and Sort.

Advanced search parameters

There are several advanced searches you can perform on the Agent API, including supervisor, attributes, skillgroups, team, data centers, and include and exclude (agentId).

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@cisco.com</userName>
             <password>mypassword</password>
             <ssoEnalbed>false</ssoEnabled>
       </person>
        <agentDeskSettings>
             <name>test2</name>
             <refURL>/unifiedconfig/config/agentdesksetting/5434</refURL>
        </agentDeskSettings>
        <datacenter>
                <name>Berlin</name>
                <refURL>/unifiedconfig/config/datacenter/5000</refURL>
        </datacenter>  
        <supervisor>true</supervisor>
        <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>