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
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"
  }
}