The EvaluAgent API

API documentation

Link your BA 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.

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

By following the navigation prompt, you'll be directed to the following screen where you'll be able to Create a new API 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. 
  • Spit 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.