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.
An executive in a contact center who oversees in the management of agents, assignment of teams, etc. A supervisor can barge in to any call that an agent is on, help the agent in a consult call, and perform general monitoring of mapped agents.
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 grouping of agents based on a specific parameter. These can be business-, schedule-, or skill-defined parameters.
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.
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