Reasons for Zendesk's Agent Availability API Introduction
Why did Zendesk introduce the Agent Availability API?
Zendesk introduced the Agent Availability API to provide better visibility and control over real-time agent statuses across channels. Many customers expressed the need for more comprehensive access to agent status and activity, which was previously limited to the UI and certain Talk APIs.
This API facilitates improved integrations and supports new use cases, such as developing custom monitoring, reporting, and routing flows. By enabling real-time updates and visibility, Zendesk aims to enhance the efficiency and flexibility of managing agent availability.
More related questions
What is the Zendesk Agent Availability API?
The Zendesk Agent Availability API allows users to manage and view real-time agent availability across Zendesk channels. Previously, agent statuses were only manageable via the UI with limited reporting capabilities. Now, this API provides a more…
How can I participate in the Zendesk Agent Availability API EAP?
To participate in the Zendesk Agent Availability API Early Access Program (EAP), interested users were encouraged to collaborate with Zendesk to develop APIs that meet their needs. Participants were expected to use the API, provide feedback, and…
What changes were made with the Zendesk Agent Availability API?
The Zendesk Agent Availability API introduced significant changes by allowing real-time management of agent statuses across channels. Previously, agent statuses were limited to UI management with restricted reporting capabilities. With this API,…
What should I know before using the Zendesk Agent Availability API?
Before using the Zendesk Agent Availability API, it's important to understand that the API was subject to changes during its Early Access Program (EAP). Users were advised to wait until the APIs were finalized before using them in production…
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