The evaluagent API
API documentation
Link your BI platform(s) to fetch evaluagent data by connecting to the evaluagent API.
Populate your reporting and BI tools with live evaluation data.
Synchronise your workforce management tools with evaluagent to keep your agent data up-to-date.
Automatically send your contacts direct to evaluagent from your systems.
Our API documentation provides developers with the information they need to start integrating your systems with evaluagent.
Prerequisites
Before you can use the API, two conditions must be met:
Contract Feature Enabled: Your evaluagent contract must have the Integrations feature enabled. Most contracts have this enabled by default — contact your account manager if you don't see the Integrations menu.
User Permission Required: You must have the Manage Integrations permission. This allows you to enable/disable integrations, create and manage API keys, and configure integration settings.
Setting Up API Access
To connect with our API, you'll need to generate an evaluagent API key.
Navigation prompt
Go to CONVERSATIONS > Click Integrations > Click the API tab
Click Enable API Integration to activate the API for your contract
Click Create API Key and enter a label to identify this key (e.g., "Production API", "BI Tool")
Copy and securely store the Access Key ID and Secret Key — the Secret Key is only shown once at creation
You can create up to 5 API keys per contract
Optional Security Settings
IP Whitelisting: Restrict API access to specific IP addresses
Bearer Token Mode: Enhanced security with time-limited tokens (24 hours). Once bearer tokens are enabled for a key, Basic Auth is disabled for that key.
Once the API key has been created you will then need to click on the Configure option where you will be prompted to configure your integration.
Part 1: When it comes to evaluating tickets that contain multiple responses, you have 3 options:
Split multi-response tickets so that each response can be evaluated separately.
Split multi-response tickets so that all responses from the same agent on the ticket are grouped together so that each agent's group of responses can be evaluated separately.
Don't split multi-response tickets and assign the full ticket for evaluation to any one of the agents that have responded on the ticket. By default, evaluagent assigns the ticket and any resulting evaluation to the last responding agent but you may change this to any other agent who has responded on the ticket at the point of evaluation.
Part 2: Decide how long evaluated and non-evaluated tickets remain available in evaluagent. Any contacts older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
Rate Limits
The API enforces rate limits to ensure fair usage:
Endpoint Group | Limit |
Standard endpoints | 100/min + 10,000/day per endpoint |
Imported Contacts | 100/min shared across both endpoints |
Conversational Analytics | 20/min shared across both endpoints |
Regional Base URLs
Region | Base URL |
Europe |
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North America |
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Australia |
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For full API endpoint documentation, visit docs.evaluagent.com.