Reference · built on requestConnectorVoice & contact center

Avaya Experience Platform

Queue metrics, agent and engagement events, transcripts, and journey data from Avaya Experience Platform APIs.

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About

Avaya Experience Platform is the cloud contact center service sold by Avaya. Its developer portal groups REST APIs into Admin, Analytics, Customer Journey, Digital, Routing, Transcript, and Draft, each served from a regional host such as na.api.avayacloud.com or eu.api.avayacloud.com. Tokens come from an OpenID Connect endpoint keyed by your Account ID, and agent and engagement events stream over a WebSocket subscription.

Through Fibric, an operator watches queue metrics and agent state, reads transcripts and journey records, then proposes a saved transcript, a draft, or an agent note. A supervisor approves it and the record shows what was written and why.

This is a reference listing. It documents what Fibric would read from Avaya Experience Platform and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Queue Metrics for a queue and channel: AgentStaffedCount, AgentReadyCount, AgentBusyCount, WaitingEngagementCount, OldestEngagementWaiting, ExpectedWaitTime, and QueueOccupancy
  • AgentState, AgentParticipant, InboundEngagementCreated, OutboundEngagementCreated, SingleStepTransfer, and AfterContactWork events over a Notification API WebSocket
  • Historical data through the Analytics Historical Data v1 and v2 APIs
  • Engagement, identifier, and journey records through the Customer Journey APIs, including journey search
  • Transcripts and drafts through the Transcript and Draft retrieval APIs
  • Accounts, users, groups, and timetables through the Admin APIs

Proposed actions

  • Target capability: propose saving a transcript through the Transcript save API
  • Target capability: propose a draft through the Draft save API
  • Target capability: propose an agent note through the agent notes APIs

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Hold the line on wait time

    Poll Queue Metrics for each queue and channel. When ExpectedWaitTime or WaitingEngagementCount crosses your threshold, propose the staffing move and ask a supervisor to confirm.

    With Breach Watch

  • Staff up for a surge

    Count InboundEngagementCreated events per minute against the plan. When arrivals outrun the forecast, propose which groups to open and who approves.

    With Event Surge

  • Summarize a call from its transcript

    Retrieve the transcript once AfterContactWork begins, draft a summary and an agent note, and let the agent accept or edit before it is saved.

    With Call Summary

  • Assemble an escalation packet

    Pull the journey record, engagement identifiers, and transcript for one customer into a single packet the escalation owner reviews before replying.

    With Escalation Packet

Requirements

  • An Avaya Experience Platform account whose administrator supplies the Account ID and requests at least one Client Application
  • A Client ID and Client Secret set up with roles and permissions for the APIs you name, plus the Application Key sent on each call
  • The regional API host for your account: ap, au, ca, eu, na, sa, or uk .api.avayacloud.com
  • Outbound WebSocket access on port 443 to the notification host for event streaming
Authentication
OAuth 2.0 client credentials issued for your account, exchanged at https://REGION.api.avayacloud.com/api/auth/v1/{accountId}/protocol/openid-connect/token; authorization code and resource owner password grants are also documented.

Limits

  • Access tokens expire after 900 seconds and refresh tokens after 9000 seconds, so clients renew often
  • A notification subscription expires after 900 seconds by default and needs pings; Avaya suggests every 30 seconds
  • Attribute-based queue metrics take 2 to 4 seconds to compute; until then the response carries queue-level figures and a metricType of QUEUE
  • Client credentials are requested through the OneCare Portal, not created in a self-service console

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

How are client credentials obtained?
An Account Administrator requests a Client Application; Avaya documents raising the request through the OneCare Portal. You name the APIs the client will call, and the administrator sets up its roles and permissions. The result is a Client ID and Client Secret.
How do events reach an integration?
Create a subscription with POST /api/notification/v1/accounts/{accountId}/subscriptions. The response includes a wss endpoint. Connect, send an authentication message with the subscription id and access token, and keep the socket alive with pings. Agent and Engagement events then stream in.
Which metrics does Queue Metrics return?
AgentStaffedCount, AgentReadyCount, AgentBusyCount, WaitingEngagementCount, ProcessingEngagementCount, OldestEngagementWaiting, RollingAverageSpeedOfAnswer, ExpectedWaitTime, and QueueOccupancy. The request names accountId, queueId, and channelId, with optional attribute and priority parameters.
Ask about Avaya Experience Platform

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Avaya Experience Platform through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy