Agent Status Events

Agent Status events provide details on the status changes made by the call center agents of your company. Currently, agent status events can only be subscribed to an entire company.

Events are sent to a webhook that you (as a company admin or developer) provide. To get started, create a webhook using our API. Once you have a webhook, you can create an agent status event subscription.

Payload

Payloads sent to your will contain the following fields. If you have created your webhook with secret, the payload will be JWT encoded.

Field

Data Type

Description

Notes

availability_status

string

If the agent is available or not.

There are two availability states- available if the user is not in DND mode AND not in a call/video call, otherwise

call_center_ids

list of strings

A list of call centers to which the agent is currently on duty.

For example, if agent is available to two call centers and they are ["1234", "5678"]. After agent toggle unavailable to "1234", the call_center_ids should just be ["5678"]

date

int (unix ms UTC)

The time stamp when the current on_duty_status of an agent changed.

event_timestamp

int (unix ms UTC)

Timestamp when the webhook event is generated.

on_duty_status

string

The on duty status of call center agent.

There are four on duty states - available, unavailable, occupied, wrapup.

on_duty_status_reason

string

The customized reason the agent set when they go off duty.

powerdialer_mode

boolean

Whether or not the call center agent is in powerdialer mode.

powerdialer_session

string

Current autodialer session ID.

target

object

This is the ‘target’ indicating which agent changed status.

The following fields are included:

email: Agent's primary email.
id: Agent's user ID.
name: Agent's full name.
phone_number: Agent's primary phone number (E.164 phone number).
type: Agent's type.

Sample payloads

{
  "call_center_ids": [
    "5883344555555555",
    "6214545667777777"
  ],
  "target": {
    "phone": "+123456789",
    "type": "user",
    "email": "[email protected]",
    "name": "nice agent",
    "id": 5728255400000000
  },
  "on_duty_status": "unavailable",
  "powerdialer_session": null,
  "on_duty_status_reason": "snack break for 10",
  "powerdialer_mode": false,
  "date": 1620328863056,
  "availability_status": "unavailable",
  "event_timestamp":16203288633333 
}