Agent Desk Settings API

A desk settings is a collection of permissions or characteristics for the agent, such as how and when calls to the agent are redirected, how and when the agent enters various work states, and how requests to the supervisor are handled.

Use the Agent Desk Settings API to list the agent desk settings currently defined in the database, define new agent desk settings, and view, edit, and delete existing agent desk settings.

URL

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

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
  • wrapupDataIncomingMode
  • wrapupDataOutgoingMode
  • remoteAgentType
  • logoutNonActivityTime
  • workModeTimer
  • supervisorAssistCallMethod
  • emergencyCallMethod
  • idleReasonRequired
  • logoutReasonRequired
  • autoAnswerEnabled

See Search and Sort.

Example Get Response

<agentDeskSetting>
      <changeStamp>3</changeStamp>
      <refURL>/unifiedconfig/config/agentdesksetting/5000</refURL>
      <autoAnswerEnabled>false</autoAnswerEnabled>
      <emergencyCallMethod>0</emergencyCallMethod>
      <idleReasonRequired>false</idleReasonRequired>
      <logoutReasonRequired>false</logoutReasonRequired>
      <name>Default_Agent_Desk_Settings</name>
      <remoteAgentType>0</remoteAgentType>
      <supervisorAssistCallMethod>0</supervisorAssistCallMethod>
      <workModeTimer>7200</workModeTimer>
      <wrapupDataIncomingMode>1</wrapupDataIncomingMode>
      <wrapupDataOutgoingMode>1</wrapupDataOutgoingMode>
</agentDeskSetting>