topic Re: Webex calling Agent events in Webex for Developers

Webex calling Agent events

erevel — Mon, 11 Sep 2023 08:51:46 GMT

I am looking for way to monitor "Agent Events" over Webex Calling.
how can I get Agent Login\logout events in real time? I need to know when an agent start working.

thanks,

Re: Webex calling Agent events

Janos Benyovszki — Mon, 11 Sep 2023 11:04:04 GMT

@erevel based on the Webhooks docs https://developer.webex.com/docs/webhooks there is no event for agents at this stage. This would be considered a new requirement, that you can suggest here https://ciscocollabcustomer.ideas.aha.io/

Re: Webex calling Agent events

dstaudt — Mon, 11 Sep 2023 15:34:08 GMT

If you're using Webex Contact Center, there is a dedicated developer site: https://developer.webex-cx.com
It seems agent login events can be observed with webhooks: https://developer.webex-cx.com/documentation/agents/v1/agent-login

Re: Webex calling Agent events

erevel — Mon, 11 Sep 2023 16:02:44 GMT

thank you!

Re: Webex calling Agent events

sidsingh — Mon, 04 Mar 2024 10:39:11 GMT

What if I am not using the Webex Contact Center? Using only Webex calling Call controls.
I do know there is people/agent API where I can get the Agent status in response https://developer.webex.com/docs/api/v1/people/list-people
Is there any better way since this is tedious to request people's data in real-time?

Re: Webex calling Agent events

Vaijanath Sonvane — Mon, 04 Mar 2024 14:45:09 GMT

Hi,

Cisco has introduced a new contact center offering called "Webex Customer Experience Essential". This is a lighter version of Webex Contact Center and provides much better features and functions compared to Basic Call Center available in Webex Calling.

Please take a look at this:

https://www.webex.com/content/dam/www/us/en/documents/pdf/webex-cxb-and-essentials_cm-6259.pdf

https://www.webex.com/content/dam/www/us/en/documents/pdf/webex-calling+CX-ebook_CM-6143.pdf