The Agent Status events are triggered whenever an agent's activity status changes.
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": "[email protected]",
"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 statusstatus.previous
shows the prior statusprevious_duration
is measured in seconds