Get agents availability

Owned by Helen Griffith
Last updated: Feb 15, 2022

The GET /agents-availability endpoint returns the current number of agents with the skill or skills you specify in each of the presence categories: Ready, Away, Extended Away, Logged Out. An agent’s presence category indicates the agent’s availability for work.

In this page


Most URLs in the example code use the following values:

Headers

Header parameters in Requests (Agent Availability API) apply to this endpoint.

Authorization scopes supported:

ScopeAccess granted
agents-availability:readEntire endpoint

Parameters

The endpoint accepts the following query string parameter:

skillName

TypeRequiredExample
StringTrueskillName1, skillName2, ...

A comma-delimited list of skills that agents must be tagged with to be included in the response.

Requests

Request agent availability for an interaction with the skill Service

curl -L -X GET "https://***.api.newvoicemedia.com/agents-availability?skillNames=Service" 
-H "Accept: application/vnd.newvoicemedia.v1+json" 
-H "Authorization: <ACCESS_TOKEN>"

Request agent availability for an interaction with the skill Service and Sales

curl -L -X GET "https://****.api.newvoicemedia.com/agents-availability?skillNames=Service,Sales" 
-H "Accept: application/vnd.newvoicemedia.v1+json" 
-H "Authorization: <ACCESS_TOKEN>"

Responses

A response to a valid GET /agents-availability request contains a count of agents available by presence category.

{
    "Ready": 10,
    "Away": 3,
    "Extended Away": 0,
    "Logged Out": 0
}

An agent availability item contains the following parameters:

  • Ready. The number of agents with the specified skill or skills in the Ready presence category. Agents must be in Ready category to receive new interactions.

Being in a Ready category does not guarantee that the agent is available to handle new interactions, as their availability also depends on their current workload.

  • Away. The number of agents with the specified skill or skills in the Away presence category. Away is commonly used for activities such as breaks.
  • ExtendedAway. The number of agents with the specified skill or skills in the Extended Away presence category. Extended Away is commonly used for activities such as meetings or lunch.
  • LoggedOut. The number of agents with the specified skill or skills in the Logged Out presence category. Agents are logged out of Vonage Contact Center, and cannot work on interactions or receive new interactions.


Try it out

  

For information, see Trying out Vonage Contact Center APIs.