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]=[e-mail]

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.: [phone]) (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
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",
    city: "Nantes",
    country: "France"
  }
}