Differences Between Zendesk's Group and Agent APIs
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 agents, the new API aggregates this data for groups, showing the number of agents in each status, total maximum capacity per channel, and work items assigned per group.
This group-level data is particularly beneficial for users employing omnichannel routing, as it offers a broader view of agent availability and workload.
More related 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…
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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