Agent Activities

Agent Activities represent agent activities for a specified period of time. The GET /agent-activities endpoint gets information about agents’ activities. This information includes the agents’ presence, workload and interaction activities. You can use this endpoint to get a complete picture of an agent’s activities over a period of time. If you want just one type of agent activities, use the detailed agent-activities endpoints, GET /agent-activities/presence or GET /agent-activities/interactions.

Results are sorted by start time in ascending order, then by agent ID in ascending order, and finally by type of activity (presence, then workload, then interaction).

You can poll these endpoints at regular intervals.

There are three types of agent activities:

Interaction

An agent can have zero to many interactions, each of which have a state associated with them. As an interaction goes into a new state, Vonage Contact Center (VCC) records the new state and the duration of the previous state of the interaction.

Presence

An agent has a presence which represents the agent’s availability for work. The agent’s presence goes into different states during the agent’s day. As the presence goes into a new state, VCC records the new state and the duration of the previous state of the interaction.

Workload

An agent also has a workload which is the number and type of interactions an agent is working on at any time. As an agent is assigned a new interaction or releases an existing interaction, the agent’s workload increases or decreases accordingly. VCC records the new workload and the duration of the previous workload.