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Availability changed

This event is used to notify you when the availability of an agent changes.

We send two distinct availability events:

If the current agent availability changes, we send:

{
  "type": "USER.AVAILABILITY_CHANGED",
  "payload": {
    "userId": "Number!",
    "status": "UserAvailabilityStatus!",
    "wrapUpTimeConfig": "Number",
    "wrapUpTimeTtl": "Number",
    "updatedAt": "Number!"
  }
}

And, if a teammate availability changes, we send:

{
  "type": "USER.TEAMMATE_AVAILABILITY_CHANGED",
  "payload": {
    "userId": "Number!",
    "status": "UserAvailabilityStatus!",
    "wrapUpTimeConfig": "Number",
    "wrapUpTimeTtl": "Number",
    "updatedAt": "Number!"
  }
}

Usage​

The agent availability status can change for multiple reasons:

  • The agent changes the availability setting manually
  • The agent is in a call and the call ends
  • The agent is qualifying a call

wrapUpTimeConfig and wrapUpTimeTtl keys will only be present if the agent has configured wrap-up time which allows you to set a time to be unavailable after each call.