Agent Team API

You can associate a set of agents to a team with a specific supervisor. The supervisor can run reports on that team and receive Supervisor Assist requests from its members.

You can use the Agent Team API to list the agent teams currently defined in the database, define new agent teams, and view, edit, and delete existing agent teams.

URL

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

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
  • name
  • description
  • name (default)
  • description
  • datacenter.name

See Search and Sort.

Advanced Search Parameters

datacenters: (dc1|dc2|dc3...) which returns all agents who belong to any of the specified data centers. You can specify up to three data centers. The data center names are fully matched (case-insensitive, no partial matches). Searching for "core" returns all machines in the core data center.

Example Get Response

<agentTeam>
    <refURL>http://***.***.***.***/unifiedconfig/config/agentteam/(id)</refURL>
    <name>team1</name>
    <datacenter>
        <refURL>/unifiedconfig/config/datacenter/9887</refURL>
        <name>Boston</name>
    </datacenter>
    <dialedNumber>
     <refURL>[https://***.***.***.***/unifiedconfig/config/dialednumber/(id)]</refURL>
       <dialedNumberString>8885551212</dialedNumberString>
    </dialedNumber>
    <description>test agent team1</description>
    <agentCount>1</agentCount>
    <agents>
       <agent>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_1)]</refURL>
          <firstName>John</firstName>
          <lastName>Smith</lastName>
          <userName>username</userName>
          <agentId>8006</agentId>
       </agent>
       <agent>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_2)]</refURL>
          <firstName>Jane</firstName>
          <lastName>Doe</lastName>
          <userName>username</userName>
          <agentId>8007</agentId>
       </agent>
    </agents>
    <supervisorCount>2</supervisorCount> <supervisor>
    <supervisors> 
       <supervisor>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_3)]</refURL>
          <firstName>Mary</firstName>
          <lastName>Hart</lastName>
          <userName>username</userName>
          <agentId>8008</agentId>
       </supervisor>
       <supervisor>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_4)]</refURL>
          <firstName>Jack</firstName>
          <lastName>Jones</lastName>
          <userName>username</userName>
          <agentId>8009</agentId>
       </supervisor>
    </supervisors>
    <changeStamp>0</changeStamp>
 </agentTeam>