topic Re: Retrieve queue agent status from API? in Webex for Developers

Retrieve queue agent status from API?

Gyokios — Fri, 15 Mar 2024 17:11:31 GMT

I can't seem to find a way to retrieve a call queue agent's call queue status (https://help.webex.com/en-us/article/kjzhzfb/Webex-App-|-Change-your-call-queue-status)

Does anyone know if there's a way to get this? Seems like something that should be available. I can only find the user's webex status and whether or not they are joined to the queue, but need to know whether or not they're receiving calls in the queue.

Re: Retrieve queue agent status from API?

Janos Benyovszki — Sun, 17 Mar 2024 07:56:07 GMT

@Gyokios we do have a few User Call Queue related APIs here:

https://developer.webex.com/docs/api/v1/user-call-settings/retrieve-a-call-queue-agent's-caller-id-information

https://developer.webex.com/docs/api/v1/user-call-settings/retrieve-list-of-call-queue-caller-id-information

not sure if they help you. Here is the main User Call Settings API as well:

https://developer.webex.com/docs/api/v1/user-call-settings

Re: Retrieve queue agent status from API?

Gyokios — Tue, 19 Mar 2024 13:31:24 GMT

Thanks, but none of those seem to provide the user's call queue status.

Re: Retrieve queue agent status from API?

dstaudt — Wed, 20 Mar 2024 18:23:11 GMT

The contact center stuff has a separate developer portal, where it looks like this might be what you're after: https://developer.webex-cx.com/documentation/agents/v1/get-agent-activities

Re: Retrieve queue agent status from API?

Gyokios — Wed, 20 Mar 2024 18:38:22 GMT

We don't have contact center, so if there's a way to get the standard call queue agent status from there... then that's not helpful for us. I tried the API anyway and it gave a forbidden error, which makes sense since we're not licensed for contact center.

Re: Retrieve queue agent status from API?

dstaudt — Wed, 20 Mar 2024 19:08:16 GMT

Ah...yes, I suspect that access to more API capabilities is a "benefit" of the contact center licensing

Re: Retrieve queue agent status from API?

Gyokios — Wed, 20 Mar 2024 19:13:19 GMT

Well, that's frustrating. Is there any other standard functionality that license would expose through an API that might make it worth getting? We don't need the contact center functionality that is advertised. Very annoying that this one bit of information we would like to have isn't readily available with the standard API.

Re: Retrieve queue agent status from API?

dstaudt — Wed, 20 Mar 2024 22:38:25 GMT

Would definitely recommend opening a support ticket with the Webex dev support folks for official confirmation - perhaps I'm overlooking something: https://developer.webex-cx.com/support

Re: Retrieve queue agent status from API?

Norm A — Fri, 24 Jan 2025 04:28:25 GMT

Did you get anywhere with this?

Re: Retrieve queue agent status from API?

Gyokios — Fri, 24 Jan 2025 13:59:40 GMT

Sort-of. I got official confirmation that it's not available in the API