Check Agent Availability Status API

Back to API List Use this API to check the availability of agents based on specified skill IDs, queue IDs, and agent IDs. It checks whether digital channels are enabled for each agent and indicates which channels (such as Voice, Messaging, Email, Voicemail, and Live Chat) are enabled for them. Also, it provides per-channel interaction capacity metrics, including total capacity, used capacity, and available capacity.

Method	POST
Endpoint	`https://{{host}}/agentassist/api/v1/public/{{botId}}/agents/availability`
Content-Type	`application/json`
Authorization	`auth: {{JWT}}` See How to generate the JWT Token
API Scope	Configuration

Path Parameters

Parameter	Description	Type
`host`	Environment URL, for example, `https://platform.kore.ai`	string, required
`botId`	BotId or StreamId. You can access it from the App Settings page.	string, required

Sample Request

curl --location 'https://{{host}}/agentassist/api/v1/public/{{botId}}/agents/availability' \
--header 'auth: {{jwt_token}}' \
--header 'Content-Type: application/json' \
--header 'accountId: {{accountId}}' \
--data '{
   "skillIds": ["68402981bfe0b8e53f7xxxxx"],
   "queueIds": ["qu-e30b539-dd3c-4e10-90a9-354a3e7xxxxx"],
   "agentIds": ["a-75b2b7b-674c-49d2-ad7a-8bce77cxxxxx"]
   
}'

Headers

Header	Description	Required/Optional
`accountId`	The account ID associated with the API request.	required
`auth`	JWT token for authentication.	required

Body Parameters

Parameter	Description	Type
`skillIds`	An array of skill IDs to check agent availability.	string, optional
`queueIds`	An array of queue IDs for filtering agents.	string, optional
`agentIds`	An array of specific agent IDs to check.	string, optional

Sample Response

{
    "AVAILABLE": [
        {
            "_id": "a-75b2b7b-674c-49d2-ad7a-8bce77cxxxxx",
            "userId": "u-13b82e29-91a3-5092-a7ba-b92c852xxxxx",
            "firstName": "jane",
            "lastName": "doe",
            "emailId": "jane.doe@example.com",
            "customId": "#@$#%$^%&ABCDEF...Zabcdghijklmnopqrstuvwxyz01234xxxxx!#$%&'()*+",
            "phoneNumber": "",
            "isDigitalEnabled": true,
            "channelCapacity": {
                "liveChat": {
                    "isEnabled": true,
                    "totalCapacity": 3,
                    "usedCapacity": 0,
                    "availableCapacity": 3
                },
                "messaging": {
                    "isEnabled": true,
                    "totalCapacity": 3,
                    "usedCapacity": 0,
                    "availableCapacity": 3
                },
                "email": {
                    "isEnabled": true,
                    "totalCapacity": 3,
                    "usedCapacity": 0,
                    "availableCapacity": 3
                },
                "voice": {
                    "isEnabled": true,
                    "totalCapacity": 1,
                    "usedCapacity": 0,
                    "availableCapacity": 1
                },
                "voiceMail": {
                    "isEnabled": true,
                    "totalCapacity": 5,
                    "usedCapacity": 0,
                    "availableCapacity": 5
                }
            }
        }
    ],
    "BUSY": [],
    "OFFLINE": [],
    "AWAY": []
}

Response Body Parameters

Parameter	Description	Type	Example
`AVAILABLE`	List of agents currently available based on status, channel enablement, and capacity.	array of objects
`AVAILABLE._id`	Unique identifier for the agent record.	string	`a-75b2b7b-674c-49d2-ad7a-8bce77cxxxxx`
`AVAILABLE.userId`	Unique identifier of the user.	string	`u-13b82e29-91a3-5092-a7ba-b92c852xxxxx`
`AVAILABLE.firstName`	Agent’s first name.	string	jane
`AVAILABLE.lastName`	Agent’s last name.	string	doe
`AVAILABLE.emailId`	Agent’s email address.	string	`jane.doe@example.com`
`AVAILABLE.customId`	Custom identifier associated with the agent.	string	`#@$#%$^%&ABCDEF...Zabcdghijklmnopqrstuvwxyz01234xxxxx!#$%&'()*+`
`AVAILABLE.phoneNumber`	Agent’s contact number.	string	`12345xxxxx`
`AVAILABLE.isDigitalEnabled`	Indicates whether digital channels are enabled for the agent.	boolean	true
`AVAILABLE.channelCapacity`	Contains channel-specific capacity and availability details.	object
`AVAILABLE.channelCapacity.liveChat`	Capacity details for Live Chat channel.	object
`AVAILABLE.channelCapacity.liveChat.isEnabled`	Indicates whether the channel is enabled for the agent.	boolean	true
`AVAILABLE.channelCapacity.liveChat.totalCapacity`	Total configured capacity for the channel.	number	3
`AVAILABLE.channelCapacity.liveChat.usedCapacity`	Number of active interactions currently handled by the agent.	number	0
`AVAILABLE.channelCapacity.liveChat.availableCapacity`	Remaining capacity available for new interactions.	number	3
`AVAILABLE.channelCapacity.messaging`	Capacity details for Messaging channel.	object
`AVAILABLE.channelCapacity.messaging.isEnabled`	Indicates whether the channel is enabled for the agent.	boolean	true
`AVAILABLE.channelCapacity.messaging.totalCapacity`	Total configured capacity for the channel.	number	3
`AVAILABLE.channelCapacity.messaging.usedCapacity`	Number of active interactions currently handled by the agent.	number	0
`AVAILABLE.channelCapacity.messaging.availableCapacity`	Remaining capacity available for new interactions.	number	3
`AVAILABLE.channelCapacity.email`	Capacity details for email channel.	object
`AVAILABLE.channelCapacity.email.isEnabled`	Indicates whether the channel is enabled for the agent.	boolean	true
`AVAILABLE.channelCapacity.email.totalCapacity`	Total configured capacity for the channel.	number	3
`AVAILABLE.channelCapacity.email.usedCapacity`	Number of active interactions currently handled by the agent.	number	0
`AVAILABLE.channelCapacity.email.availableCapacity`	Remaining capacity available for new interactions.	number	3
`AVAILABLE.channelCapacity.voice`	Capacity details for voice channel.	object
`AVAILABLE.channelCapacity.voice.isEnabled`	Indicates whether the channel is enabled for the agent.	boolean	true
`AVAILABLE.channelCapacity.voice.totalCapacity`	Total configured capacity for the channel.	number	3
`AVAILABLE.channelCapacity.voice.usedCapacity`	Number of active interactions currently handled by the agent.	number	0
`AVAILABLE.channelCapacity.voice.availableCapacity`	Remaining capacity available for new interactions.	number	3
`AVAILABLE.channelCapacity.voiceMail`	Capacity details for voiceMail channel.	object
`AVAILABLE.channelCapacity.voiceMail.isEnabled`	Indicates whether the channel is enabled for the agent.	boolean	true
`AVAILABLE.channelCapacity.voiceMail.totalCapacity`	Total configured capacity for the channel.	number	3
`AVAILABLE.channelCapacity.voiceMail.usedCapacity`	Number of active interactions currently handled by the agent.	number	0
`AVAILABLE.channelCapacity.voiceMail.availableCapacity`	Remaining capacity available for new interactions.	number	3
`BUSY`	List of agents currently engaged and not available for new interactions.	array of objects
`OFFLINE`	List of agents who are offline.	array of objects
`AWAY`	List of agents marked as away or inactive.	array of objects

​Path Parameters

​Sample Request

​Headers

​Body Parameters

​Sample Response

​Response Body Parameters