openapi: 3.1.0
info:
  title: Helpcenter AgentPresence API
  version: 1.0.0
tags:
- name: AgentPresence
paths:
  /api/v1/agentAvailabilityConfig:
    get:
      tags:
      - AgentPresence
      summary: Get Agent Availability Configuration
      description: 'This API fetches the agent availability setting configured in your help desk portal. '
      operationId: getConfig
      parameters:
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '200':
          $ref: '#/components/responses/getConfig'
      security:
      - iam-oauth2-schema:
        - Desk.basic.READ
        - Desk.settings.READ
      x-audience:
      - external-public
    post:
      tags:
      - AgentPresence
      summary: Update Agent Availability Configuration
      description: This API updates the agent availability setting configured in your help desk portal.
      operationId: updateConfig
      parameters:
      - $ref: ./Common.json#/components/parameters/orgId
      requestBody:
        $ref: '#/components/requestBodies/getConfig'
      responses:
        '204':
          $ref: ./Common.json#/components/responses/emptyResponse
      security:
      - iam-oauth2-schema:
        - Desk.basic.UPDATE
        - Desk.settings.UPDATE
      x-audience:
      - external-public
  /api/v1/offlineAgents:
    get:
      tags:
      - AgentPresence
      summary: Get Offline Agents
      description: This API lists the agents who are currently offline in a particular department.
      operationId: getOfflineAgents
      parameters:
      - name: include
        in: query
        description: 'Key that includes additional, channel-specific information. Values allowed are: mailStatus, phoneStatus, phoneMode, chatStatus, and presenceStatus'
        required: false
        style: simple
        explode: true
        schema:
          type:
          - 'null'
          - array
          description: 'Key that includes additional, channel-specific information. Values allowed are: @mailStatus@, @phoneStatus@, @phoneMode@, @chatStatus@, and @presenceStatus@.'
          items:
            type: string
            enum:
            - chatStatus
            - mailStatus
            - phoneStatus
            - presenceStatus
            - phoneMode
          maxItems: 5
          uniqueItems: true
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/limit'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/getCurrentAvailability'
      security:
      - iam-oauth2-schema:
        - Desk.basic.READ
        - Desk.settings.READ
      x-audience:
      - external-public
  /api/v1/agentAvailability:
    get:
      tags:
      - AgentPresence
      summary: Get Current Availability
      description: This API lists the current availability of agents in a particular department.
      operationId: getCurrentAvailability
      parameters:
      - name: include
        in: query
        description: 'Key that includes additional, channel-specific information. Values allowed are: mailStatus, phoneStatus, phoneMode, chatStatus, and presenceStatus'
        required: false
        style: simple
        explode: true
        schema:
          type: array
          description: 'Key that includes additional, channel-specific information. Values allowed are: @mailStatus@, @phoneStatus@, @phoneMode@, @chatStatus@, and @presenceStatus@.'
          items:
            type: string
            enum:
            - chatStatus
            - mailStatus
            - phoneStatus
            - presenceStatus
            - phoneMode
          maxItems: 5
          uniqueItems: true
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/limit'
      - name: from
        in: query
        description: Index number, starting from which the agents must be fetched. The default value is 0 and the maximum value allowed is 5999.
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int32
          description: Index number, starting from which the agents must be fetched. The default value is 0 and the maximum value allowed is 5999.
          pattern: ([0-9]+)
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/getCurrentAvailability'
      security:
      - iam-oauth2-schema:
        - Desk.basic.READ
        - Desk.settings.READ
      x-audience:
      - external-public
  /api/v1/onlineAgents:
    get:
      tags:
      - AgentPresence
      summary: Get Online Agents
      description: This API lists the agents who are currently online in a particular department.
      operationId: getOnlineAgents
      parameters:
      - name: include
        in: query
        description: 'Key that includes additional, channel-specific information. Values allowed are: mailStatus, phoneStatus, phoneMode, chatStatus, and presenceStatus'
        required: false
        style: simple
        explode: true
        schema:
          type: array
          description: 'Key that includes additional, channel-specific information. Values allowed are: @mailStatus@, @phoneStatus@, @phoneMode@, @chatStatus@, and @presenceStatus@.'
          items:
            type: string
            enum:
            - chatStatus
            - mailStatus
            - phoneStatus
            - presenceStatus
            - phoneMode
          maxItems: 5
          uniqueItems: true
      - $ref: '#/components/parameters/departmentId'
      - $ref: '#/components/parameters/limit'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/getCurrentAvailability'
      security:
      - iam-oauth2-schema:
        - Desk.basic.READ
        - Desk.settings.READ
      x-audience:
      - external-public
components:
  requestBodies:
    getConfig:
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              agentIdleTime:
                type:
                - string
                - 'null'
                - integer
                format: int32
                maximum: 360
                minimum: 1
                pattern: ([0-9]+)
              treatIdleAgentsAsOffline:
                type:
                - boolean
                - 'null'
          examples:
            Valid requestBody Definitions:
              value:
                agentIdleTime: '30'
                treatIdleAgentsAsOffline: true
  responses:
    getCurrentAvailability:
      description: getCurrentAvailability template definitions
      content:
        application/json:
          schema:
            allOf:
            - type: object
              properties:
                data:
                  type: array
                  items:
                    type: object
                    properties:
                      chatStatus:
                        type:
                        - string
                        - 'null'
                        enum:
                        - ONLINE
                        - OFFLINE
                        maxLength: 100
                        minLength: 0
                      phoneMode:
                        type:
                        - string
                        - 'null'
                        enum:
                        - PHONE
                        - WEB
                        - null
                        maxLength: 100
                        minLength: 0
                      phoneStatus:
                        type:
                        - string
                        - 'null'
                        enum:
                        - ONLINE
                        - OFFLINE
                        - BUSY
                        maxLength: 100
                        minLength: 0
                      mailStatus:
                        type:
                        - string
                        - 'null'
                        enum:
                        - ONLINE
                        - OFFLINE
                        maxLength: 100
                        minLength: 0
                      presenceStatus:
                        type:
                        - string
                        - 'null'
                        enum:
                        - ONLINE
                        - OFFLINE
                        maxLength: 100
                        minLength: 0
            - type:
              - 'null'
              - object
              additionalProperties: false
              properties:
                data:
                  $ref: ./AgentPresence.json#/components/schemas/data
                hasMore:
                  type:
                  - boolean
                  - 'null'
                totalAgentsCount:
                  type:
                  - string
                  - 'null'
                  - integer
                  format: int32
                  pattern: ([0-9]+)
              required:
              - data
              - hasMore
              - totalAgentsCount
          examples:
            Valid responses Definitions:
              value:
                data:
                - chatStatus: ONLINE
                  agentId: '892000000008734'
                  phoneMode: WEB
                  phoneStatus: ONLINE
                  mailStatus: OFFLINE
                  presenceStatus: ONLINE
                  status: ONLINE
                - chatStatus: ONLINE
                  agentId: '8920000000056010'
                  phoneMode: WEB
                  phoneStatus: ONLINE
                  mailStatus: OFFLINE
                  presenceStatus: ONLINE
                  status: ONLINE
                totalAgentsCount: '2'
                hasMore: false
    getConfig:
      description: getConfig template definitions
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              agentIdleTime:
                type:
                - string
                - 'null'
                - integer
                format: int32
                maximum: 360
                minimum: 1
                pattern: ([0-9]+)
              treatIdleAgentsAsOffline:
                type:
                - boolean
                - 'null'
            required:
            - agentIdleTime
            - treatIdleAgentsAsOffline
          examples:
            Valid responses Definitions:
              value:
                agentIdleTime: '30'
                treatIdleAgentsAsOffline: true
  parameters:
    limit:
      name: limit
      in: query
      description: Number of agents to list. The default value is 20 and the maximum value allowed is 6000.
      required: false
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        - integer
        format: int32
        description: Number of agents to list. The default value is 20 and the maximum value allowed is 6000.
        pattern: ([0-9]+)
    departmentId:
      name: departmentId
      in: query
      description: ID of the department from which the availability details should be fetched. To include all accessible departments, pass the value of this key as @-1@.
      required: true
      style: form
      explode: true
      schema:
        type:
        - string
        - 'null'
        - integer
        format: int64
        description: ID of the department from which the availability details should be fetched. To include all accessible departments, pass the value of this key as @-1@.
        pattern: ([0-9]+)
  securitySchemes:
    iam-oauth2-schema:
      $ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema
x-entity: Helpcenter