Appendix B. Presence lifecycle (Insights Stats API)

Owned by Helen Griffith
Last updated: Oct 12, 2023
2 min read

An agent’s presence can be in one - and only one at any time - of the following states: Ready, LoggedOut, Away and ExtendedAway.

During a ‘normal’ working day, an agent’s presence might spend some time in each of the presence states, starting off their day in Ready state. Their presence might remain in Ready state for much of the day they work on interactions, changing to Away for a short break, or ExtendedAway for a team meeting or lunch break. At the end of their day, the agent might log out of ContactPad, changing their presence state to LoggedOut. They might remain in LoggedOut state until the following day.

Example request for a single agent’s presence for a day

The bearer access token has been replaced with <access_token>.

curl
  -X GET
  -H "accept: accept: application/vnd.newvoicemedia.v2+json"
  -H "authorization: Bearer <access_token>"
  "https://***.api.newvoicemedia.com/stats/agent-activities?start=2017-06-14T09:00:00.000Z&end=2017-06-14T17:30:00.000Z&agentID=110"

Example response containing a single agent’s presence between 09:00 and 17:30

{
   "agentId":"110",
   "type":"Presence",
   "category":"Ready",
   "name":"Ready",
   "start":"2017-06-14T09:00:00.000Z",
   "duration":7200000,
   "reason":null,
   "interaction":null,
   "workload":null
},
{
   "agentId":"110",
   "type":"Presence",
   "category":"Away",
   "name":"Break",
   "start":"2017-06-14T11:00:00.000Z",
   "duration":900000,
   "reason":null,
   "interaction":null,
   "workload":null
},
{
   "agentId":"110",
   "type":"Presence",
   "category":"Ready",
   "name":"Ready",
   "start":"2017-06-14T11:15:00.000Z",
   "duration":9900000,
   "reason":null,
   "interaction":null,
   "workload":null
},
{
   "agentId":"110",
   "type":"Presence",
   "category":"ExtendedAway",
   "name":"Lunch",
   "start":"2017-06-14T14:00:00.000Z",
   "duration":3600000,
   "reason":null,
   "interaction":null,
   "workload":null
},
{
   "agentId":"110",
   "type":"Presence",
   "category":"Ready",
   "name":"Ready",
   "start":"2017-06-14T15:00:00.000Z",
   "duration":9000000,
   "reason":null,
   "interaction":null,
   "workload":null
},
{
   "agentId":"110",
   "type":"Presence",
   "category":"LoggedOut",
   "name":"Logged Out",
   "start":"2017-06-14T17:30:00.000Z",
   "duration":null,
   "reason":null,
   "interaction":null,
   "workload":null
}