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.
create: Creates an agent team.
delete: Permanently deletes one agent team from the database.
get: Returns one agent team, using the URL https://<server>/unifiedconfig/config/agentteam/<id>.
list: Retrieves a list of agent teams.
Query parameters:
Summary list: See list.
update: Updates one agent team.
refURL: The refURL of the agent team. See Shared Parameters.
name: The name of the agent team. See Shared Parameters.
description: See Shared Parameters.
department: A reference to the department (Department API), including the name and refURL. See References.
dialedNumber: A reference to an internal dialed number (Dialed Number API) for the agent team, including the refURL and dialed number string. See References.
agents: A collection of agent (Agent API) references, including the refURL, first name, last name, user name, and agent ID for each agent on the team. See References.
agentCount: Read-only field. Number of agents on the team.
supervisors: A collection of supervisor (Agent API) references, including the refURL, first name, last name, user name, and agent ID for each supervisor who supervises this team. See References.
supervisorCount: Read-only field. Number of supervisors who supervise this team.
The following table shows the parameters that are searched and the parameters that are sortable.
<agentTeam> <refURL>/unifiedconfig/config/agentteam/(id)</refURL> <name>team1</name> <dialedNumber> <refURL>/unifiedconfig/config/dialednumber/(id)</refURL> <dialedNumberString>8885551212</dialedNumberString> </dialedNumber> <description>test agent team1</description> <agents> <agent> <refURL>/unifiedconfig/config/agent/(id_1)</refURL> <firstName>John</firstName> <lastName>Smith</lastName> <userName>username</userName> <agentId>8006</agentId> </agent> <agent> <refURL>/unifiedconfig/config/agent/(id_2)</refURL> <firstName>Jane</firstName> <lastName>Doe</lastName> <userName>username</userName> <agentId>8007</agentId> </agent> </agents> <supervisor> <supervisor> <refURL>/unifiedconfig/config/agent/(id_3)</refURL> <firstName>Mary</firstName> <lastName>Hart</lastName> <userName>username</userName> <agentId>8008</agentId> </supervisor> <supervisor> <refURL>/unifiedconfig/config/agent/(id_4)</refURL> <firstName>Jack</firstName> <lastName>Jones</lastName> <userName>username</userName> <agentId>8009</agentId> </supervisor> </supervisors> <changeStamp>0</changeStamp> </agentTeam>