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.
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 refURL, and read-only parameters name, dataType, and description for each associated attribute. Also includes the attributeValue parameter which indicates the value (true/false or 1-10), and description 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. 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. 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.
The following table shows the parameters that are searched and the parameters that are sortable.
Advanced search parameters
There are a number of advanced searches you can perform on the Agent API, including supervisor, attributes, skillgroups, team, and include and exclude (agentId).
supervisor: (true/false) Find agents that are (or 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.
<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>