Creating agent-owned callback through API?

[TimoV]

We've been waiting for agent-owned callback feature to be released for quite a while now, and as it's now available, I was surprised by the fact that there does not seem to be API endpoint available supporting this functionality?

Is this the case or is it just that documentation is still outdated? We have developed custom callback framework for a customer to allow placing callbacks for a selected queue, and with given priority + skills. The plan was to enhance the framework with support for agent-owned callbacks, but according to documentation available, this seems to be impossible.

[Adrian_Santamaria]

It has been 2 weeks since the feature release. Why isn't this available yet?

[tim.smith]

@TimoV @Adrian_Santamaria The functionality was released via the API, but the guide to document it is still in progress. It should be out soon. In the meantime, here's how to do it:

Create a callback using POST /api/v2/conversations/callbacks as you normally would, also setting the scoredAgents and routingFlags properties. Your request should look something like this:

{
  "routingData": {
    "queueId": "00000000-0000-0000-0000-000000000000",
    "scoredAgents": [
      {
        "agent": {
          "id": "00000000-0000-0000-0000-000000000000"
        },
        "score": 100
      }
    ],
    "routingFlags": [
      "AGENT_OWNED_CALLBACK"
    ]
  }
}

Click this link to load the data above in the new API Explorer in the new beta site.

[Adrian_Santamaria]

Ok, thank you Tim

A few of questions about this...

1. Is it posible to have multiple agents owning the callback? Does it matter what scores they have?

2. If the Preferred Agent routing is enabled in the destination queue, how does the new feature affect that type of routing? Let's imagine we have this scenario:

   • In the queue config, agents can own a scheduled callback for 2 hours.
   • In the queue config, the routing method is Preferred Agent, with only one ring: Route to all preferred agents for 10 hours.
   • Using the API, I make a request similar to your example, but including a second agent with a score of 80.

   How would the callback behave in this scenario?

3. If, in the previous example, the ring were "Route to preferred agents with score >= 90 for 10 hours" instead, how would it behave?

Thank you!

[tim.smith]

I've gotten some responses from the developer for this:

1. No, while the contract implies that you can have multiple agents and score them, that is not part of the feature. Agent owned callbacks support exactly one assigned agent and the score should be 100.
2. Setting multiple agents isn't supported, so essentially you get the behavior you get if you do that; any issue reports will be rejected by Care because that's not a supported configuration to use agent owned callbacks. They'll require that you use only one agent with a score of 100 and see if the issue persists.
3. Same as 2

[TimoV]

Thanks Tim, this clarifies. New API explorer looks cool, BTW.