Announcing the Account Groups Availability API – Second Brand

Announced on	Rollout on
June 10, 2024	June 10, 2024

Zendesk is excited to announce the launch of the Zendesk Account Groups Availability API.

This announcement includes the following topics:

What is changing?
Why is Zendesk making this change?
What do I need to do?

What is changing?

Currently customers are able use the Agent Availability APIs to view real time agent status and capacity information across channels. This data is available on a per-agent basis.

With the Zendesk Account Groups Availability API, you can view aggregated status, workload, and capacity data for groups of agents. When using the new Groups Availability API, it's important to understand that the data is comprised of four parts:

Number of agents in each standard status (not unified agent status): online, away, transfer only, or offline.
(Omnichannel routing only) The number of agents in each standard and custom unified agent status per group
(Omnichannel routing only) The total maximum capacity per channel. This is the product of multiplying the per-agent maximum capacity for a channel by the number of agents in the group.
The total number of work items assigned to the agents in a group per channel. If you're using omnichannel routing, you can think of this value as the group's consumed capacity.

Why is Zendesk making this change?

We heard from many users that the existing APIs that provided status and capacity information for individual agents required too much effort and time to effectively monitor and report on these metrics. Therefore, we've added this group-level API to provide a bigger picture view of this data and to reduce the development effort required to obtain this information.

What do I need to do?

Nothing. The Account Group Availability API is available to everyone, regardless of whether or not you're using omnichannel routing.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.