Get presence and availability summaries

The POST/agents-availability endpoint returns a presence summary and an availability summary for the agents that match the filters you specify. The summaries include the numbers of agents in each of the following categories:

presenceSummary:
- Ready
- Away
- ExtendedAway
- LoggedOut
availabilitySummary:
- available
- incompatiblePresence
- insufficientCapacity.

An agent's presence summary shows the agent's working state.
An agent’s availability summary indicates the agent’s actual availability for work.

In this page

Headers

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

Authorization scopes supported:

Scope	Access granted

Scope	Access granted
`agents-availability:read`	Entire endpoint

Request body parameters

The endpoint accepts requests the following body parameters:

skillGuids

A list of skill GUIDs that agents must be tagged with to be included in the response.
groupGuids

A list of group GUIDs that agents must belong to be included in the response.
queueGuids

A list of queue GUIDs that agents must belong to be included in the response.

liveness
Liveness of interactions to filter by.

Important

groupGuids and queueGuids parameters cannot be used together

Requests

Request presence and availability summaries for a live interaction with the specific skills

curl -L -X POST "https://***.api.newvoicemedia.com/agents-availability" 
-H "Accept: application/vnd.newvoicemedia.v1+json" 
-H "Authorization: <ACCESS_TOKEN>"
-H "Content-Type: application/json" \
--data-raw "{
\"skillGuids\": [
\"457857dc-19eb-4eb9-b562-c90ca37de447\",
\"ba06533c-fe7b-49a3-b868-886086fd001d\"
]
}"

Request presence and availability summaries for a semi-live interaction with the specific queue

curl -L -X POST "https://****.api.newvoicemedia.com/agents-availability" 
-H "Accept: application/vnd.newvoicemedia.v1+json" 
-H "Authorization: <ACCESS_TOKEN>"
-H "Content-Type: application/json" \
--data-raw "{
\"queueGuids\": [
\"457857dc-19eb-4eb9-b562-c90ca37de447\",
\"ba06533c-fe7b-49a3-b868-886086fd001d\"
],
\"liveness\": \"semilive\"
}"

Request presence and availability summaries for a non-live interaction with the specific group and skill

curl -L -X POST "https://****.api.newvoicemedia.com/agents-availability" 
-H "Accept: application/vnd.newvoicemedia.v1+json" 
-H "Authorization: <ACCESS_TOKEN>"
-H "Content-Type: application/json" \
--data-raw "{
\"skillGuids\": [
\"457857dc-19eb-4eb9-b562-c90ca37de447\",
\"ba06533c-fe7b-49a3-b868-886086fd001d\"
],
\"groupGuids\": [
\"69962baf-e196-461b-9547-aabd8db075fc\",
\"4787b940-ef6d-4861-96f9-d0cd94ac68c4\"
],
\"liveness\": \"nonlive\"
}"

Responses

A response to a valid POST /agents-availability request contains a presence summary and an availability summary.

{
	"presenceSummary": {
		"Ready": 12,
		"Away": 8,
		"ExtendedAway": 5,
		"LoggedOut": 10
	},
	"availabilitySummary": {
		"available": 8,
		"incompatiblePresence": 23,
		"insufficientCapacity": 4
	}
}

An availabilitySummary contains the following parameters:

available. The number of agents for the specified filters available to handle new interactions.
incompatiblePresence. The number of agents for the specified filters with incompatible presence that does not allow to receive new interactions.
insufficientCapacity. The number of agents for the specified filters that do not have capacity to receive new interaction by requested liveness.