|
Actual Handle Time API (beta) |
Track events within the agent workspace |
|
Agent Activity API (early adoption) |
Track agent adherence on messaging and chat channels |
| Agent Groups API |
Update names of agent groups, update agents’ assignments, update group managers, and sync agent groups |
| Agent Metrics API |
Provide information about state of messaging agents |
| Agent Status Reason API |
Add additional away statuses and reasons |
| Agent Survey For Messaging Configuration API |
Manage Agent Surveys |
| Agent Survey For Messaging Runtime API |
Manage the Agent Survey lifecycle |
| App Engagement API |
Check eligibility and availability of engagements |
| Audit Trail API |
List changes made to users, profiles, skills, lines of business, or agent groups |
| Automatic Messages API |
Retrieve and modify Automatic Messages |
| Chat Agent API |
Run agent activities |
| Connector API |
Connect common messaging channels |
| Consumer Messaging History API |
Retrieve historical conversations data |
| Conversation Context Service API |
Guide contextual continuity, context-based dynamic, and human-bot tango |
| Data Access API |
Access historical raw data |
| Data Usage Audit API |
Retrieve information about transcript searches and exports usage |
| Domain API |
Retrieve service names and their respective base URIs |
| Engagement Attributes API |
Monitor consumer events such as topic and resolution of conversations |
| Engagement History API |
Search and filter copies of chat transcripts and related data |
| Engagement Trigger API |
Get information about engagements and interact with them |
| Export Test Report API |
Retrieve CSV files for test reports |
| Key Messaging Metrics API |
→ Outbound Reporting API |
| LOBs API |
Manage Lines of Business |
| Login Service API |
Manage user sessions |
| Messaging Interactions API |
Retrieves most up-to-date information about messaging interactions |
| Messaging Operations API |
Extract call center information on account, skill, and agent level |
| Messaging Window API |
Control messaging window look, behavior, and implementation source |
| Monitoring API |
Enable consumer monitoring and engagement flows |
|
Net Handle Time API (beta) |
Calculate agent headcount |
| Next Actions API |
Retrieve next best action (route to skill, send a response, etc.) for a bot or app |
| Operational Realtime API |
Provides real-time information about contact center performance |
| Outbound Reporting API |
Provide summary of messages and deflections sent |
| Personal Data Deletion API |
Delete personal data (e.g., to comply with regulations like the GDPR) |
| Predefined Categories API |
Group and manage predefined categories |
| Predefined Content API |
Find, create, modify, and delete predefined content items |
| Profiles API |
Manage Admin, Agent Manager, Agent, Campaign Manager, or customized profiles |
| Send API |
Handles communication between Connector and Conversational Cloud |
| Server Chat API |
Incorporate Conversational Cloud chat window into desktop or mobile applications |
| Shift Status API |
Check whether skills are currently in an active shift |
| Skills API |
Manage skills |
| Special Occasions API |
Configure exceptions to hours of operation |
| Test Reports API |
Retrieve IDs and test report names of domains |
| Unified Automatic Messages API |
Find and modify Unified Automatic Messages |
| Users API |
Manage users, update user information and assignments |
| Visit Information API |
Retrieve information about session, visitor, and engagement in a brand’s Agent Workspace |
| Window Customization API |
Customize the look and feel of the web engagement window |
| Workdays API |
Configure hours of operation for specific days, and assign them to specific skills |