Get agents availability
- Helen Griffith
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.
Headers
Header parameters in Requests (Agent Availability API) apply to this endpoint.
Authorization scopes supported:
| Scope | Access granted |
|---|---|
agents-availability:read | Entire endpoint |
Parameters
The endpoint accepts the following query string parameter:
skillName
| Type | Required | Example |
|---|---|---|
| String | True | skillName1, 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.
For information, see Trying out Vonage Contact Center APIs.
