Retrieve Agent and Call details

This API returns the ACW agent information and call details for the given organization and username.

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphore.com/sms/v2/supervisor/api/live/agentlist/{orgName}/{userName}?environment=<env_name>

Request

curl -X GET "https://api.<region>.cloud.uniphore.com/sms/v2/supervisor/api/live/agentlist/1/1?environment=env" -H "accept: application/json"

Path Parameters

Parameter Name	Description	Data Type	Required / Optional
`orgName`	Name of the Organization	String	Required
`userName`	User’s login username	String	Required

Parameter Name

Description

Data Type

Required /

Optional

orgName

Name of the Organization

String

Required

userName

User’s login username

String

Required

Query Parameter

Parameter Name	Description	Data Type	Required / Optional
`environment`	Operating environment type. Three out-of-the-box environments are provided for each account: DEV TEST PROD	String	Optional

Example Response

{
todayTotalCallsTillNow: 230, isOnCall: 5, totalAgent: 10, todayAverageCallDuration: 02:30, 
agentResponseBeans: [
	conversatId: abgyhsk,
	agentName: Albert,
	agentCRMId: uni123,
	event: start,
	callDuration: 03:50,
	criticalAlertCount: 1
]
}

Note

The JSON lists the total number agents in this case which is 10.

Response Parameters

Response Parameter	Description
`todayTotalCallsTillNow`	Number of calls handled as of current date and time
`isOnCall`	Number of ACW agents on call
`totalAgent`	Total number of ACW agents
`todayAverageCallDuration`	Average Call Duration as of current date and time
`conversationId`	Call ID
`agentName`	ACW Agent name
`agentCRMId`	The user ID from the client/customer database. If the audio logger provides the station-id instead of agent-id, this user ID for the ACW Agents should be the agent's station-id.
`Event`	Indicate status whether the call has started or ended. Example: start, end
`callDuration`	Duration of the ongoing call
`criticalAlertCount`	Number of critical alerts notified to the ACW agent

Response and Error Codes

Response Code	Description
200	OK – The request has succeeded.
401	Authentication failed. This response code will be shown if any of the following scenarios occur: The provided token is not a valid JWT token. The access_token provided is not a valid token or has already expired. The user for whom the access_token was generated is not eligible (incorrect role) to use the API.
500	Internal server error.

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