An agent's health changed

POST

Sent when an agent’s status changes and watch or at_risk is the old or new status. Becoming measured as healthy, or going quiet, sends nothing.

Authorizations

• apiKey

Parameters

Header Parameters

Midwater-Signature

required

string

Example

t=1791493920,v1=5f1410b3599929147ad7559ca8423d05b723079614d80aa9763d17b440a899e3

t=<unix seconds>,v1=<hex>: HMAC-SHA256 of <t>.<raw body> keyed with the environment’s signing secret (whsec_…). Verify with a 5-minute tolerance and a constant-time compare, and accept the delivery if any v1= value matches.

Midwater-Event

required

string

The event type, the same as the body’s type.

Midwater-Delivery

required

string

The delivery ID; the same on every retry of one delivery. Deduplicate on it.

Request Body

Media typeapplication/json

object

id

required

Event ID, evt_….

string

type

required

string

environment

required

Webhooks fire for live conversations, and for test ones only when the destination or route opts in.

string

Allowed values: test live

created_at

required

string format: date-time

data

required

object

type

required

Allowed value: agent.health_changed

data

required

object

agent

required

object

id

required

string

name

required

string

health_status

required

not_enough_calls: fewer than 5 calls with an outcome in the last 7 days, so nothing is measured yet, unless a high-severity compliance failure puts the agent in watch (1) or at_risk (2 or more).

string

Allowed values: healthy watch at_risk not_enough_calls

group

object

id

required

string

name

required

string

from

required

not_enough_calls: fewer than 5 calls with an outcome in the last 7 days, so nothing is measured yet, unless a high-severity compliance failure puts the agent in watch (1) or at_risk (2 or more).

string

Allowed values: healthy watch at_risk not_enough_calls

to

required

not_enough_calls: fewer than 5 calls with an outcome in the last 7 days, so nothing is measured yet, unless a high-severity compliance failure puts the agent in watch (1) or at_risk (2 or more).

string

Allowed values: healthy watch at_risk not_enough_calls

last_7_days

required

object

conversations

required

Conversations received in the window.

integer

with_outcome

required

Conversations with an outcome (customer calls that were scored).

integer

resolution_rate

required

Share of conversations with an outcome that were resolved.

number | null

handed_to_person_rate

required

Share handed to a person (a transfer, or a person requested and provided).

number | null

requests_for_person_not_honored

required

Conversations where the caller asked for a person and didn’t get one.

integer

avg_frustration

required

Average caller frustration, 0 (calm) to 1 (very frustrated).

number | null

compliance_failures

required

Compliance checks that failed in the window.

integer

last_30_days

required

object

conversations

required

Conversations received in the window.

integer

with_outcome

required

Conversations with an outcome (customer calls that were scored).

integer

resolution_rate

required

Share of conversations with an outcome that were resolved.

number | null

handed_to_person_rate

required

Share handed to a person (a transfer, or a person requested and provided).

number | null

requests_for_person_not_honored

required

Conversations where the caller asked for a person and didn’t get one.

integer

avg_frustration

required

Average caller frustration, 0 (calm) to 1 (very frustrated).

number | null

compliance_failures

required

Compliance checks that failed in the window.

integer

url

required

string format: uri

Responses

2XX

Any 2xx within 5 seconds marks the delivery as delivered. Anything else, or no answer in time, is retried: today 3 retries about 2, 8 and 30 seconds apart; planned: 8 attempts over about 24 hours.