The following webhook notifies your system whenever an agent's availability or activity status changes.

Subscribe to this webhook on the Administration > Webhooks page.
For parameter descriptions, refer to the Webhook Overview article.

Event	Description
agent.status.update	An agent's activity status changes (e.g., Available → On Break, Offline → Idle)

agent.status.update

Use this event to:

Monitor live changes in agent activity status
Trigger automations such as pause timers, status logging, or break enforcement

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

{
  "event": "agent.status.update",
  "object": "agent",
  "timestamp": "2024-08-12T06:54:29Z",
  "secret": "ytfg8gh9hnoid7",
  "contact_center_id": "1a234567-b8c9-012a-3456-b7c8de90a1b2",
  "data": {
    // agent object
    // status object
  },
  "activity_timestamp": "2024-08-12T06:54:29Z"
}

Example payload

{
  "event": "agent.status.update",
  "object": "agent",
  "timestamp": "2024-08-12T06:54:29Z",
  "secret": "ytfg8gh9hnoid7",
  "contact_center_id": "1a234567-b8c9-012a-3456-b7c8de90a1b2",
  "data": {
    "id": 1,
    "name": "James Carter",
    "email": "jc@example.com",
    "extension": "1234",
    "status": {
      "current": "On Break",
      "previous": "Available",
      "previous_duration": 3600
    },
    "activity_timestamp": "2024-08-12T06:54:29Z"
  }
}

Notes:

status.current is the new agent status
status.previous shows the prior status
previous_duration is measured in seconds

See also