About Agent Groups

Last updated: 2020-05-28 Contributors Craig ChanJohn Wang

Agent groups are a the way to manage agents in Engage Voice. All agents are assigned to one and only one Agent Group. Agent groups can be used to organize your agents into different categories, which can be useful in situations like when you’d like to separate your agents into groups that represent the different teams in your contact center.

Create Agent Group

Creating a new Agent Group only requires a group name.

Primary Parameters

Only groupName is a required parameter to create a skill profile. All other parameters are optional.

API Property UI Display UI Default Description
agentGroupId Optional hidden 0  A unique identifier for this Agent Group.
groupName Required Name empty Give this Agent Group a name.
isDefault Optional hidden false 

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

POST {BASE_URL}/api/v1/admin/accounts/{accountId}/agentGroups
Content-Type: application/json

{
    "groupName": "My Agent Group"
}

Read Agent Groups

To retrieve a list of Agent Groups, use the agentGroups API endpoint.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

GET {BASE_URL}/api/v1/admin/accounts/{accountId}/agentGroups

Response

[
  {
    "permissions":[

    ],
    "agentGroupId":1111,
    "groupName":"Platform Team",
    "isDefault":false
  },
  {
    "permissions":[

    ],
    "agentGroupId":2222,
    "groupName":"Dev Support",
    "isDefault":false
  }
]

Read Agent Group

To retrieve a single Agent Group, use the agentGroups API endpoint with a specific agent group ID.

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

GET {BASE_URL}/api/v1/admin/accounts/{accountId}/agentGroups/{agentGroupId}

Response

account data is omitted in the example below.

{
  "permissions":[],
  "agentGroupId":1950,
  "groupName":"Test Group2",
  "isDefault":false,
  "account":{}
}

Update Agent Group

To Update an Agent Group's name, get the Agent Group's JSON object, modify the groupName and then PUT the JSON to back the the Agent Group's endpoint:

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

# Retrieve Agent Group JSON object
GET {BASE_URL}/api/v1/admin/accounts/{accountId}/agentGroups/{agentGroupId}

# Modify `groupName` and `PUT` JSON object
PUT {BASE_URL}/api/v1/admin/accounts/{accountId}/agentGroups/{agentGroupId}
Content-Type: application/json

{
    "agentGroupId":111,
    "groupName":"My Agent Group"
    ...
}

Delete Agent Group

Request

Be sure to set the proper BASE_URL and authorization header for your deployment.

DELETE {BASE_URL}/api/v1/admin/accounts/{accountId}/agentGroups/{agentGroupId}