Agent Team API

You can associate a set of agents to a team with a specific supervisor. The supervisor can run reports on that team and receive Supervisor Assist requests from its members.

You can use the Agent Team API to list the agent teams currently defined in the database, define new agent teams, and view, edit, and delete existing agent teams.

URL

https://<server>/unifiedconfig/config/agentteam

Operations

  • create: Creates an agent team.

    Note

    • When you create a team in Packaged CCE, the same team record is also created as a collection in Cisco Unified Intelligence Center.

    • When you add Agents or Supervisors to a team, the same Agents or Supervisors (with Supervisor permission) are added to the corresponding collection in Unified Intelligence Center.

  • delete: Permanently deletes one agent team from the database.

    Note

    When you delete a team in Packaged CCE, the corresponding collection is also deleted in Unified Intelligence Center.

  • get: Returns one agent team, using the URL https://<server>/unifiedconfig/config/agentteam/<id>.

  • list: Retrieves a list of agent teams.

    • Query parameters:

      • Summary list: See list.

  • update: Updates one agent team.

    Note

    When you update an existing team record (For example, you add or remove the Agents or Supervisors) in Packaged CCE, the same changes are updated in the corresponding collection in Unified Intelligence Center.

Parameters

  • refURL: The refURL of the agent team. See Shared Parameters.

  • name: The name of the agent team. See Shared Parameters.

  • description: See Shared Parameters.

  • department: A reference to the department (Department API), including the name and refURL. See References.

  • dialedNumber: A reference to an internal dialed number (Dialed Number API) for the agent team, including the refURL and dialed number string. See References.

  • agents: A collection of agent (Agent Call API) references, including the refURL, first name, last name, username, and agent ID for each agent on the team. See References.

  • agentCount: Read-only field. Number of agents on the team.

  • supervisors: A collection of supervisor (Agent Call API) references, including the refURL, first name, last name, username, and agent ID for each supervisor who supervises this team. See References.

  • supervisorCount: Read-only field. Number of supervisors who supervise this team.

  • peripheralSet: This parameter is mandatory for Packaged CCE 4000 Agents or 12000 Agents deployment type. You must provide the reference to a peripheral set for which Agent PG is configured.

    The perpheralSet parameter is not available for Packaged CCE 2000 Agents deployment type.

  • datacenter: The data center to which the agents on this team belong, including the refURL and name.

    You must provide the reference to a data center that contains above peripheral set. For more information on data center for 4000 Agents or 12000 Agents deployment, see Inventory Import API.

Search and Sort Values

The following table shows the parameters that are searched and the parameters that are sortable.

Search parameters Sort parameters

  • name

  • description

  • name (default)

  • description

  • datacenter.name

  • peripheralSet.name (Available for Packaged CCE 4000 Agents and 12000 Agents deployment types)

See Search and Sort.

Advanced Search Parameters

datacenters: (dc1|dc2|dc3...) which returns all teams who belong to any of the specified data centers. You can specify up to three data centers. The data center names are fully matched (case-insensitive, no partial matches). Searching for "core" returns all machines in the core data center.

peripheralSets:(ps1|ps2|ps3...) returns the teams specific to the peripheral sets in 4000 Agents/12000 Agents deployment. The peripheral set names are fully matched (case-insensitive, no partial matches) .

Example Get Response

Code Snippet
Copy<agentTeam>
    <department>
        <refURL>/unifiedconfig/config/department/5000</refURL>
        <name>debit_card</name>
    </department>
<refURL>https://***.***.***.***/unifiedconfig/config/agentteam/(id)</refURL>
    <name>team1</name>
    <datacenter>
        <refURL>/unifiedconfig/config/datacenter/9887</refURL>
        <name>Boston</name>
    </datacenter>
    <dialedNumber>
     <refURL>[https://***.***.***.***/unifiedconfig/config/dialednumber/(id)]</refURL>
       <dialedNumberString>8885551212</dialedNumberString>
    </dialedNumber>
    <description>test agent team1</description>
    <agentCount>1</agentCount>
    <agents>
       <agent>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_1)]</refURL>
          <firstName>John</firstName>
          <lastName>Smith</lastName>
          <userName>username</userName>
          <agentId>8006</agentId>
       </agent>
       <agent>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_2)]</refURL>
          <firstName>Jane</firstName>
          <lastName>Doe</lastName>
          <userName>username</userName>
          <agentId>8007</agentId>
       </agent>
    </agents>
    <supervisorCount>2</supervisorCount> <supervisor>
    <supervisors> 
       <supervisor>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_3)]</refURL>
          <firstName>Mary</firstName>
          <lastName>Hart</lastName>
          <userName>username</userName>
          <agentId>8008</agentId>
       </supervisor>
       <supervisor>
          <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_4)]</refURL>
          <firstName>Jack</firstName>
          <lastName>Jones</lastName>
          <userName>username</userName>
          <agentId>8009</agentId>
       </supervisor>
    </supervisors>
    <changeStamp>0</changeStamp>
 </agentTeam>

Example Get Response for Packaged CCE 4000 Agents or 12000 Agents Deployment Type

Code Snippet
Copy<agentTeam> 
<department>
        <refURL>/unifiedconfig/config/department/5000</refURL>
        <name>debit_card</name>
    </department>
 <refURL>https://***.***.***.***/unifiedconfig/config/agentteam/(id)</refURL> 
 <name>team1</name> 
 <datacenter>
    <refURL>/unifiedconfig/config/datacenter/9887</refURL> 
 <name>Boston</name> 
 </datacenter> 
 <dialedNumber> 
 <refURL>[https://***.***.***.***/unifiedconfig/config/dialednumber/(id)]</refURL> 
 <dialedNumberString>8885551212</dialedNumberString> 
 </dialedNumber> 
 <description>test agent team1</description> 
 <agentCount>1</agentCount> 
 <agents> 
 <agent> 
 <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_1)]</refURL> 
 <firstName>John</firstName> 
 <lastName>Smith</lastName> 
 <userName>username</userName> 
 <agentId>8006</agentId> 
 </agent> 
 <agent> 
 <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_2)]</refURL> 
 <firstName>Jane</firstName> 
 <lastName>Doe</lastName> 
 <userName>username</userName> 
 <agentId>8007</agentId> 
 </agent> 
 </agents> 
 <supervisorCount>2</supervisorCount>
 <supervisors> 
 <supervisor> 
 <refURL>[https://***.***.***.***/unifiedconfig/config/agent/(id_3)]</refURL> 
 <firstName>Mary</firstName> 
 <lastName>Hart</lastName> 
 <userName>username</userName> 
 <agentId>8008</agentId> 
 </supervisor>
 </supervisors> 
<peripheralSet>
<refURL>/unifiedconfig/config/inventory/datacenter/boston/peripheralset/5001</refURL>
<name>PS1</name>
</peripheralSet>
<changeStamp>0</changeStamp>
</agentTeam>