Account Groups Availability API - Frequently asked questions
Discover answers to common questions about the Account Groups Availability API. Learn how to utilize this API effectively and troubleshoot common issues.
Frequently asked questions
What is the Zendesk Account Groups Availability API?
The Zendesk Account Groups Availability API provides aggregated data on agent status, workload, and capacity for groups of agents. This API allows you to view the number of agents in each status, the total maximum capacity per channel, and the…
Why did Zendesk introduce the Account Groups Availability API?
Zendesk introduced the Account Groups Availability API to simplify the process of monitoring and reporting on agent status and capacity. Previously, users had to gather this information on a per-agent basis, which was time-consuming and required…
How does the Account Groups Availability API differ from the Agent Availability APIs?
The Account Groups Availability API differs from the Agent Availability APIs by providing data at a group level rather than on a per-agent basis. While the Agent Availability APIs offer real-time status and capacity information for individual…
Do I need to take any action to use the Account Groups Availability API?
No action is required to use the Account Groups Availability API. It is available to all users, regardless of whether you are using omnichannel routing. This means you can start accessing group-level agent data without any additional setup or…
What kind of data can I access with the Account Groups Availability API?
With the Account Groups Availability API, you can access data on the number of agents in each standard status (online, away, transfer only, offline), the number of agents in each custom unified status (for omnichannel routing), the total maximum…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
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