Operator (deprecated)

This resource is deprecated. You should consider using our GraphQL API with the Skill object.

List your operators

GET /operator
See below to discover used fields and see reading section to discover some output examples.

Filters

Filter
Description
Values
Use
id
Operator identifier
?filters[id]=123
group_id
Group identifier
?filters[group_id]=123
website_id
Website identifier
?filters[website_id]=123
website_list
Website identifiers
?filters[website_list]=1,2,3
skill_id
Skill identifier
?filters[skill_id]=123
name
Operator name
?filters[name]=genius
external_id
External identifier
?filters[external_id]=MyExternalId
email
Operator email
?filters[email][email protected]

Get operator's details

GET /operator/1
See reading section to discover some output examples.

Fields

Field
Description
Values
id
Operator identifier
Integer
name
Name
String
first_name
First name
String
pseudo
Pseudonym
String
email
Email
Valid email
external_id
Your id if provided
String
role deprecated, use roles property instead
Role
operator, manager or admin
roles
Roles
List of string expert, operator, manager or admin
chat_enabled
Ability to process chat
Boolean
call_enabled
Ability to process call
Boolean
video_enabled
Ability to process video
Boolean
chat_max_number
Max. amount of chats an operator can process at the same time
Integer
chat_and_call
Ability to process chat and call simultaneously
Boolean
chat_to_video
Ability to handle chat to video escalation
Boolean
chat_priority
Chat priority of the operator
0 or 10
call_priority
Call priority of the operator
0 or 10
video_priority
Video priority of the operator
0 or 10
language_list
List of languages the operator can process
List of ISO2 (e.g. en, fr...)
language_admin
Admin language
de, en, es or fr
group_id
Group identifier
Integer
website_list
Website list identifiers
List of integer
skill_list
Skill list identifiers
List of integer
sso_key
SSO token
String
call_config
Configuration of the call pickup mode
Object (optional)

call_config

Field
Description
Values
type
Pickup type. ⚠️ Please note that if the type is ANSWER_FROM_PHONE you must either fill in the phone_number field or set the ask_phone_number_at_every_connection field to true
ANSWER_FROM_PHONE or ANSWER_FROM_DESK (default)
ask_phone_number_at_every_connection
If type is ANSWER_FROM_PHONE: allows you to define whether iAdvize proposes to the operator to change his phone number each time he connects to the desk
Boolean (default: false)
phone_number
If type is ANSWER_FROM_PHONE: this is the phone number used to receive calls
Valid phone number with prefix (e.g.: +33123456789) (optional)

Create an operator

POST /operator

Update an operator

PUT /operator/1

Delete an operator

DELETE /operator/1

Get operators live availability

Get the live availability of all of your operators.
GET /operator/live
{
meta: {
status: "success"
},
data: [
{
id: 456,
connected: true,
chat: {
enabled: true,
slot_number: 2,
slot_max_number: 4,
busy: false,
available: true
},
call: {
enabled: false,
slot_number: 0,
slot_max_number: 1,
busy: false,
available: false
},
video: {
enabled: false,
slot_number: 0,
slot_max_number: 1,
busy: false,
available: false
}
}
]
}
You can use previous filters.
  • In order to have more accurate results, only available operators are displayed in the default view.
  • If you want to display offline operators, we invite you to use the connected=0 filter. Please note that you will only see agents that logged in to the iAdvize platform at least once.
  • If your operators have skills or groups, you need to specify it in your request.

Get operator's live availability

Get the live availability of an operator.
GET /operator/123/live
{
meta: {
status: "success"
},
data: {
id: 123,
connected: false,
chat: {
enabled: false,
slot_number: 1,
slot_max_number: 2,
busy: false,
available: false
},
call: {
enabled: true,
slot_number: 1,
slot_max_number: 1,
busy: true,
available: false
},
video: {
enabled: false,
slot_number: 0,
slot_max_number: 1,
busy: false,
available: false
}
}
}

Set operator's availability

Set the availability of an operator.
PUT /operator/123/live

Fields

Field
Description
Value
chat[available]
Set operator availability for chat channel
1 (available) or 0 (unavailable)
call[available]
Set operator availability for call channel
1 (available) or 0 (unavailable)
video[available]
Set operator availability for video channel
1 (available) or 0 (unavailable)
connected
Set operator connection status
0 (offline) - unique value possible

Response

{
meta: {
status: "success",
message: "Operator is now available|unavailable for chat channel."
}
}

Get operators statistics

GET /operator/123/statistic
See reading section to discover some output examples.

Fields

Field
Description
Values
id
Operator identifier
Integer
conversation_number
Conversations number done by operator
Integer
satisfaction_global_rate (deprecated)
Satisfaction average for operator conversations
Float
experience
Operator experience
Integer

Response

{
meta: {
status: "success"
},
data: {
id: 123,
conversation_number: 589,
satisfaction_global_rate: 0.86, // deprecated
experience: 5630
}
}

Get operator's profile

GET /operator/123/profile
See reading section to discover some output examples.

Fields

Field
Description
Values
user_id
Operator identifier
Integer
status
Short text status written by operator
String
description
Operator profile description
String
facebook
Facebook identifier
String
twitter
Twitter identifier
String
city
City
String
country
Country
String

Response

{
meta: {
status: "success"
},
data: {
user_id: 123,
status: "Je suis disponible pour vous aider",
description: "Passionné par la menuiserie depuis plusieurs années, j'aime vous apporter des conseils.",
facebook: "john.doe",
twitter: "johndoe45",
city: "Nantes",
country: "France"
}
}