wxc_sdk.telephony.supervisor package

class wxc_sdk.telephony.supervisor.SupervisorApi(*, session: RestSession, base: str = None)

Bases: ApiChild

Supervisors

Supervisors are users who manage agents and who perform functions including monitoring, coaching, and more.

Viewing these read-only device settings requires a full, device or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Modifying these device settings requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

list(name: str = None, phone_number: str = None, order: str = None, has_cx_essentials: bool = None, org_id: str = None, **params) → Generator[AgentOrSupervisor, None, None]

Get List of Supervisors with Customer Assist

Get list of supervisors for an organization.

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

Requires a full, location, user or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

• name (str) – Only return the supervisors that match the given name.

• phone_number (str) – Only return the supervisors that match the given phone number, extension, or ESN.

• order (str) – Sort results alphabetically by supervisor name, in ascending or descending order.

• has_cx_essentials (bool) – Returns only the list of supervisors with Customer Assist license, when true. Otherwise returns the list of supervisors with Customer Experience Basic license.

• org_id (str) – List the supervisors in this organization.

Returns:

Generator yielding AgentOrSupervisor instances

create(id: str, agents: list[str], has_cx_essentials: bool = None, org_id: str = None)

Create a Supervisor with Customer Assist

Create a new supervisor. The supervisor must be created with at least one agent.

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

This operation requires a full or location administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• id (str) – A unique identifier for the supervisor.

• agents (list[str]) – People, workspaces and virtual lines that are eligible to receive calls.

• has_cx_essentials (bool) – Creates a Customer Assist queue supervisor, when true. Customer Assist queue supervisors must have a Customer Assist license.

• org_id (str) – The organization ID where the supervisor needs to be created.

Return type:

None

delete(supervisor_id: str, org_id: str = None)

Delete a Supervisor

Deletes the supervisor from an organization.

Supervisors are users who manage agents and who perform functions including monitoring, coaching, and more.

Requires a full administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• supervisor_id (str) – Delete the specified supervisor.

• org_id (str) – Delete the supervisor in the specified organization.

Return type:

None

delete_bulk(supervisor_ids: list[str], delete_all: bool = None, org_id: str = None) → None

Delete Bulk Supervisors

Deletes supervisors in bulk from an organization.

Supervisors are users who manage agents and who perform functions including monitoring, coaching, and more.

Requires a full administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• supervisor_ids (list[str]) – Array of supervisors IDs to be deleted.

• delete_all (bool) – If present the supervisorIds array is ignored, and all supervisors in the context are deleted. WARNING: This will remove all supervisors from the organization.

• org_id (str) – Delete supervisors in bulk for this organization.

Return type:

None

available_supervisors(name: str = None, phone_number: str = None, order: str = None, has_cx_essentials: bool = None, org_id: str = None, **params) → Generator[AgentOrSupervisor, None, None]

List Available Supervisors with Customer Assist

Get list of available supervisors for an organization.

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

This operation requires a full, user or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

• name (str) – Only return the supervisors that match the given name.

• phone_number (str) – Only return the supervisors that match the given phone number, extension, or ESN.

• order (str) – Sort results alphabetically by supervisor name, in ascending or descending order.

• has_cx_essentials (bool) – Returns only the list of available supervisors with Customer Assist license, when true. When ommited or set to ‘false’, will return the list of available supervisors with Customer Experience Basic license.

• org_id (str) – List the available supervisors in this organization.

Returns:

Generator yielding AgentOrSupervisor instances

details(supervisor_id: str, name: str = None, phone_number: str = None, order: str = None, has_cx_essentials: bool = None, org_id: str = None, **additional_params) → Generator[AgentOrSupervisor, None, None]

GET Supervisor Details

Get details of a specific supervisor, which includes the agents associated agents with the supervisor, in an organization.

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

This operation requires a full, user or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

• supervisor_id (str) – List the agents assigned to this supervisor.

• name (str) – Only return the agents that match the given name.

• phone_number (str) – Only return agents that match the given phone number, extension, or ESN.

• order (str) – Sort results alphabetically by supervisor name, in ascending or descending order.

• has_cx_essentials (bool) – Must be set to true, to view the details of a supervisor with Customer Experience Essentials license. This can otherwise be ommited or set to false.

• org_id (str) – List the agents assigned to a supervisor in this organization.

Returns:

Generator yieldig AgentOtSupervisor instances

assign_unassign_agents(supervisor_id: str, agents: list[IdAndAction], has_cx_essentials: bool = None, org_id: str = None) → list[SupervisorAgentStatus] | None

Assign or Unassign Agents to Supervisor

Assign or unassign agents to the supervisor for an organization.

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

Requires a full administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• supervisor_id (str) – Identifier of the supervisor to be updated.

• agents (list[PutPersonPlaceVirtualLineAgentObject]) – People, workspaces and virtual lines that are eligible to receive calls.

• has_cx_essentials (bool) – Must be set to true to modify a supervisor with Customer Experience Essentials license. This can otherwise be omitted or set to false.

• org_id (str) – Assign or unassign agents to a supervisor in this organization.

Return type:

list[SupervisorAgentStatus]

available_agents(name: str = None, phone_number: str = None, order: str = None, has_cx_essentials: bool = None, org_id: str = None, **params) → Generator[AgentOrSupervisor, None, None]

List Available Agents with Customer Assist

Get list of available agents for an organization.

Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

This operation requires a full, user or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

• name (str) – Returns only the agents that match the given name.

• phone_number (str) – Returns only the agents that match the phone number, extension, or ESN.

• order (str) – Sort results alphabetically by supervisor name, in ascending or descending order.

• has_cx_essentials (bool) – Returns only the list of available agents with Customer Assist license, when true. When ommited or set to false, will return the list of available agents with Customer Experience Basic license.

• org_id (str) – List of available agents in a supervisor’s list for this organization.

Returns:

Generator yielding AgentOrSupervisor instances

base = 'telephony/config/supervisors'

class wxc_sdk.telephony.supervisor.IdAndAction(*, id: str | None, action: PatternAction, **extra_data: Any)

Bases: ApiModel

id: str | None

ID of person, workspace or virtual line.

action: PatternAction

Enumeration that indicates whether an agent needs to be added (ADD) or deleted (DELETE) from a supervisor.

class wxc_sdk.telephony.supervisor.SupervisorAgentStatus(*, id: str | None = None, status: str | None = None, message: str | None = None, type: UserType | None = None, **extra_data: Any)

Bases: ApiModel

id: str | None

ID of person, workspace or virtual line.

status: str | None

status of the agent.

message: str | None

Detailed message for the status.

type: UserType | None

undocumented, issue 202

Type:

TODO

class wxc_sdk.telephony.supervisor.AgentOrSupervisor(*, id: str | None = None, firstName: str | None = None, lastName: str | None = None, displayName: str | None = None, phoneNumber: str | None = None, extension: str | None = None, routingPrefix: str | None = None, esn: str | None = None, type: UserType | None = None, hasCxEssentials: bool | None = None, agentCount: int | None = None, **extra_data: Any)

Bases: ApiModel

id: str | None

A unique identifier for the supervisor.

first_name: str | None

First name of the supervisor.

last_name: str | None

Last name of the supervisor.

display_name: str | None

phone_number: str | None

Primary phone number of the supervisor.

extension: str | None

Primary phone extension of the supervisor.

routing_prefix: str | None

Routing prefix of location.

esn: str | None

Routing prefix + extension of a person.

type: UserType | None

Type of the person, workspace or virtual line.

has_cx_essentials: bool | None

Denotes if the agent or supervisor has Customer Experience Essentials license.

agent_count: int | None

Number of agents managed by supervisor. A supervisor must manage at least one agent.