Contact Center API Overview

Welcome to the Contact Center API resource hub! If you’re a developer, integrator, or admin looking to enhance your workflow or reporting with our APIs, you’re in the right place. Here you’ll find a high-level overview of available APIs for our Contact Center platform, helping you understand what’s possible and where to find further technical documentation.

Note: For full developer documentation, code samples, authentication guides, and schema details, please visit our API documentation portal.

Available APIs & Example Use Cases:

Call Events API

Provides a series of live events which integrators use to get updates as conversations are in progress. Learn more

Example Use Cases:
  • Building real-time dashboards displaying ongoing calls.
  • Triggering workflows or notifications based on live call activity.

Call Events Report API

Receive live notifications when a call has completed, including the conversation ID and high-level details. Learn more!

Example Use Cases:
  • Initiating follow-up actions or business workflows as soon as a call ends.
  • Using with the Call Events API to retrieve detailed call information as part of an automated process.

Get Call Queues API

Retrieve a list of all call queues available for your account, including queue names and details. Learn more!

Example Use Cases:
  • Displaying available call queues in an internal dashboard or management application.
  • Auditing or managing queue setups across locations.
  • Integrating with workforce management tools to align staffing with available queues

Get Users Logged-In for a Specific Call Queue API

Return a list of users currently logged in to a particular call queue. Learn more!

Example Use Cases:
  • Real-time monitoring of agent availability in each queue.
  • Supervisors managing staffing levels and shifting resources as needed.
  • Reporting on queue coverage or agent engagement for performance analysis

Historical Queue Data API (Coming Soon!)

Retrieve summarized queue statistics by calling the API with date and queue parameters. The data provided aligns and expands on what's available in the Queue Caller Board, returned in convenient JSON format.

Example Use Cases:
  • Query historical Calls Offered and Average Handle Time by interval to create forecasts manually or in operational systems, such as Workforce Management.
  • Query Calls Answered, Abandons and Service Levels for a period to report on historical queue performance for contractual compliance or billing.

Log a User into a Specific Call Queue API

Programmatically log a user into a designated call queue. Learn more!

Example Use Cases:
  • Automating agent logins at the start of a shift or in response to changing call volumes.
  • Integrating with agent portal software so reps can log in with a single click.
  • Ensuring compliance with scheduling rules via workforce management software

Log a User out of a Specific Call Queue API

Programmatically log a user out of a designated call queue. Learn more!

Example Use Cases:
  • Automatically logging agents out at the end of a shift or during breaks.
  • Temporarily removing agents from queues during system maintenance or emergencies.
  • Enabling supervisors to quickly adjust staffing based on call demand using an external tool/dashboard or automations.

Queue Caller Details API

Retrieve detailed caller and queue statistics by calling the API with date and queue parameters. The data aligns the Queue Caller Details Export CSV, returned in convenient JSON format. Learn more!

Example Use Cases:
  • Automatically pulling up-to-date queue statistics at scheduled intervals (e.g., every hour for real-time reporting).
  • Integrating queue performance metrics into custom analytics tools.

Where to Find API Documentation