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.
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.
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