Help Center/ Cognitive Engagement Center/ API Reference/ Call Center Configuration Interface Reference/ Skill Queue Management/ Querying the Details About a Specified Agent
Updated on 2023-09-27 GMT+08:00
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Querying the Details About a Specified Agent

Prerequisites

  • The agent has signed in.

Description

This interface is used to query the details about a specified agent by agent ID after the agent has signed in.

Interface Method

The request method must be set to GET. This interface supports only the GET method.

URI

https://ip:port/agentgateway/resource/agentgroup/{agentid}/agentbyworkno/{workno}

In the URL, ip indicates the IP address of the agent gateway server, and port indicates the HTTPS port number of the agent gateway server.

Table 1 Parameters in the URI

No.

Parameter

Data Type

Mandatory (Yes/No)

Description

1

agentid

string

Yes

Agent ID. The value ranges from 101 to 59999.

2

workno

string

Yes

ID of the agent to be queried. The value ranges from 101 to 59999.

The agent ID must belong to the same VDN as the value of agentid.

Method Name in Logs

queryAgentInfoByWorkNo

Request Description

  • Message header
    Table 2 Parameters in the request message header

    No.

    Parameter

    Value Type

    Mandatory (Yes/No)

    Description

    1

    Content-Type

    string

    Yes

    Coding mode of the message body. The default value is application/json; charset=UTF-8.

    2

    Guid

    string

    Yes

    GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).
  • Message body

    None

Response Description

Table 3 Parameters in the message body

No.

Parameter

Value Type

Description

1

message

string

Description.

2

retcode

string

Error code. The options are as follows:

0: success

Other values: failure

3

result

object

Indicates the return result of a successful query, that is, a list of agents.

For details about the parameters of this object, see Table 4.
Table 4 Parameter description of result

No.

Parameter

Value Type

Description

3.1

workno

string

Agent ID.

3.2

name

string

Agent name.

3.3

status

int

Status of an agent. For details, see Table 1.

3.4

ctiStatus

int

Platform status of an agent. For details, see Table 2.

3.5

groupid

int

Agent group ID.

3.6

groupname

string

It is not used.

3.7

skilllist

list

Indicates an agent skill object list.

For details about the parameters of this object, see Table 5.

3.8

callids

list

It is not used.

3.9

mediatype

string

Indicates whether the agent successfully signs in to the media server. The parameter value consists of three characters. In the parameter value, T indicates success and F indicates failure. The three characters indicate CTI Server, WebM, and MailM respectively. The voice and video call business can be processed only after the agent successfully signs in to the CTI Server. The text chat business can be processed only after the agent successfully signs in to the WebM. Currently, the agent cannot sign in to the MailM.

3.10

vdnid

int

ID of the VDN to which a call belongs.

3.11

phonenumber

string

Agent phone number.

3.12

currentstatetime

long

Duration of the current state, in seconds.

3.13

logindate

long

Sign-in time, in milliseconds. The value is a timestamp.

3.14

inMultimediaConf

int

Indicates whether n agent is in a multimedia conference. The options are as follows:

0: no

1: yes

3.15

currentStateReason

int

Reason code of the current status.
Table 5 Parameter description of skilllist

No.

Parameter

Value Type

Description

3.7.1

name

string

Skill name.

3.7.2

id

int

Skill ID.

3.7.3

mediatype

int

Media type. The options are as follows:

  • 1: text chat
  • 2: click-to-dial call
  • 4: callback request
  • 5: common voice or video call
  • 15: predicted outbound call
  • 16: previewed outbound call
  • 17: message call
  • 19: common video call
  • 51: multimedia web chat
  • 53: social chat

Triggered Event

  • None

Error Code

  • 100-006
  • 100-007

Example

  • Message header 
    Content-Type:application/json; charset=UTF-8
Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1
  • Request parameter

    None

  • Response parameter 
    {
    "message": "",
    "retcode": "0",
    "result": {
        "workno": "20011",
        "name": "20011",
        "status": "4",
        "ctiStatus": "1",
        "groupid": 1,
        "groupname": "jst",
        "skilllist": [
            {
                "name": "clicktodial_jst",
                "id": 10,
                "mediatype": 2
            },
            {
                "name": "callback",
                "id": 2,
                "mediatype": 4
            },
            {
                "name": "webchat",
                "id": 3,
                "mediatype": 1
            },
            {
                "name": "email",
                "id": 4,
                "mediatype": 6
            },
            {
                "name": "voice_hym",
                "id": 5,
                "mediatype": 5
            },
            {
                "name": "voice",
                "id": 6,
                "mediatype": 5
            },
            {
                "name": "webchat_jst",
                "id": 9,
                "mediatype": 1
            }
        ],
        "mediatype": "TTT",
        "vdnid": 6,
        "phonenumber": "70942",
        "currentstatetime": 1210,
        "logindate": 1501125758000,
        "callids": [],
        "inMultimediaConf": 0,
        "currentStateReason": 0
    }
}
Parent topic: Skill Queue Management