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Resources (Agent Availability API)

Resources (Agent Availability API)

Jun 23, 2025

Agent Availability API has the following resources:

  • Presence summary. Presence summaries represent the availabilities of agents with the filters specified in the request. They are grouped by presence categories: Ready, Away, Extended Away and Logged Out.

  • Availability summary. Availability summaries represent the reason for availabilities of agents with the filters specified in the request. They are grouped by categories: Available, Incompatible Presence and Insufficient Capacity. 

Presence summary and availability summary represent agents’ availability for work.