Contact Center AI Platform (CCAI Platform) provides a number of API endpoints to support integration with the platform. The manager API extends features related to the settings and configuration of the system as well as events and activities.
The manager API endpoints fall into a one of a few groupings:
Agent: individual agent resources
Agent activity: whenever an agent widget changes user status or receives a notification
Campaigns: the events associated with the outbound dialer
Calls: a single call resource
Chats: a single chat resource
Emails: a single email resource
Menu: the queues that agents are assigned to and that end users access to receive support from an agent.
Team: the teams that an agent belongs to
User status: individual statuses that the agent widget can be in
Basic authentication
Requests use basic authentication. To create API credentials, follow these steps:
Go to the CCAI Platform portal.
Go to Settings > Developer Settings > API Credentials.
Add a new API credentials and provide a name.
The credentials for API calls are as follows:
The subdomain is used as the
{username}variable.The token is used as the
{password}variable.
Every installation has its own subdomain. To find the subdomain, locate the URL in your browser. It should look similar to the following:
https://customer.uc1.ccaiplatform.com
Substitute the subdomain (customer, in this example) for the \{subdomain\}
variable. Substitute the remainder of the URL (rest.of.url.com, in this
example) for the \{domain\} variable.
Base URL
The API uses the following base URL for all of its API requests
https://{subdomain}.{domain}/apps/api/v1
where a mention to /calls means https://{subdomain}.{domain}/manager/api/v1/calls
Rate Limits
The system limits requests to a rate of 10 request per second per customer.