The evaluagent API

Required Feature Flags

The following feature flags and permissions are required to use this feature:

Feature Flag	Technical Name	Description
Integrations	`admin.integration.settings` (contract-level)	Enables the Integrations menu and the API integration

Required Permissions:

Manage Integrations (admin.integration.settings) — to enable the API integration, create and manage API keys, and configure integration settings

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 directly to evaluagent from your systems.

Our API documentation provides developers with the information they need to start integrating your systems with evaluagent.

Setting Up API Access

To connect to our API, you'll need to generate an evaluagent API key.

Go to Conversations > Integrations > 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, click Configure to configure the integration.

Part 1: When 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