Agent status events

The agent.status.update webhook event will be triggered whenever an agent's activity status, including availability, breaks, and other system-defined states, changes.

Subscribe to this webhook on the Administration > Webhooks page. For more information, refer to Webhooks in the Voiso Documentation Portal.

Agent status update

The Agent State Update webhook POSTs the following request when an agent's state changes. For descriptions of the common objects used by this webhook, refer to Webhooks overview.

{  
  "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

{
  "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": "[email protected]",
    "extension": "1234",
    "status": {
      "current": "On Break",
      "previous": "Available",
      "previous_duration": 3600
    },
    "activity_timestamp": "2024-08-12T06:54:29Z"
  }
}