Also known as Application Programming Interface. A set of routines, protocols, and tools for using software applications. API also can refer to an interface that enables third-party programs to connect to any of Acqueon's applications.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
This is an agent state. The agent is logged-in, but cannot receive calls. The agent can be in this state for other reasons also, as configured by an administrator.
A JSON Object is an unordered collection of name / value pairs. For example, an API could return a JSON Object as a response for Agent Details. The object could contain name-value pair for Agent ID, Agent Name, Login DateTime, etc.
This is entered by an agent to explain the agent state. The agent may be in a state named Break - this Reason Code (configured by an administrator and available for the agent to select) informs the reason for the break - could be a tea/coffee break, lunch break, etc.
Was this article helpful?
Thank you for your feedback! Our team will get back to you
.png?sv=2022-11-02&spr=https&st=2025-12-27T13%3A44%3A43Z&se=2025-12-27T13%3A54%3A43Z&sr=c&sp=r&sig=cr8qU%2Bxa40VV1KaiVc%2FMLppr86scjSsvVst6B0VU%2BQs%3D){kind=logo}
.jpg?sv=2022-11-02&spr=https&st=2025-12-27T13%3A44%3A43Z&se=2025-12-27T13%3A54%3A43Z&sr=c&sp=r&sig=gqPKxRO%2BaA8VBDpyLFdg4%2BTvTatr7xegOPsVp0BTY6s%3D)