Introduction

Businesses are often divided into groups that reflect their organization and hierarchy. A connection center can be thought of as group: in which sub-groups of agents are each responsible for a different area of support. To help you mirror your connection center structure in LiveEngage, we’ve created the Agent Groups capability.

AgentGroupsOverview

Brands can create and edit as many agent groups as required in order to mirror your contact center hierarchy. The agent groups functionality is used by agent managers to view a shift operations as well as in the reporting and analytics.

EditAgentGroup

Getting Started

A few things you'll need to get started with this API:

  1. Retrieve your domain. Use the LivePerson Domain API to retrieve this information by providing the following service name:

    • Read only: accountConfigReadOnly

    • Read/Write: accountConfigReadWrite

  2. This API requires authorization using either a login or an API key methodology.

    • Log a user into LiveEngage using the Login Service API. Provide a username and password, and receive an authorization token (bearer). Use this token as your authorization header in all API requests.

    • Follow these instructions, to create and use an API key.

  3. Here are the API terms of use.

  4. When using this API, it is recommended that you implement our Retry Policy and KeepAlive best practices

Use Cases for the Agent Groups API

  • Automatically update names of agent groups

  • Automatically update and edit agents’ assignments to groups

  • Update or change group managers

  • Synch agents groups within LiveEngage with your internal HR or staffing systems.