Announcing new bulk APIs for agent availability with omnichannel routing

Phase	Announced on	Rollout on
Phase 1	December 10, 2024	December 10, 2024
Phase 2	March 4, 2025	March 4, 2025

Zendesk is excited to announce the release of a new bulk update API that allows admins to update their agent availability values, such as agents' unified status.

This announcement includes the following topics:

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

What is changing?

Helping agents manage their availability is an important aspect to keeping omnichannel routing working as expected. Until now, most changes admins have been able to make on behalf of agents have been limited to one agent at a time. Zendesk is working on a series of bulk action APIs for omnichannel routing features to fix this.

Phase 1: Updating unified agent statuses for many agents

Beginning with this release, admins can now update the unified statuses of multiple agents at once using the following endpoint:

/api/v2/agent_availabilities/agent_statuses/agents/update_many

For more information, see Bulk Update the Unified Status of Many Agents.

Phase 2: Managing capacity rules and skills for many agents

Admins can now update the capacity rules and skills for multiple agents at once using the following endpoints:

• List capacity rules for specified agents. See Get Assignees.

  GET /api/v2/capacity/rules/assignees

• List all assignees for a specified capacity rule. See Get Assignees by Capacity Rule Id.

  GET /api/v2/capacity/rules/{capacity_rule_id}/assignees

• List skills (referred to as attributes) for specified agents. See List attribute values for many agents.

  GET /api/v2/routing/agents/instance_values?filter[agent_ids]={filter[agent_ids]}

• Add, update, or remove skills (referred to as attributes) for up to 100 agents. See Bulk Set agent attribute values job
  

  POST /api/v2/routing/agents/instance_values/job

Why is Zendesk making this change?

For bigger, Enterprise companies that have very large numbers of agents to manage, they need a scalable and efficient way to maintain hundreds or thousands of agents at once. These changes make it easier for admins to manage agent status, capacity, and skills quickly in response to changing needs.

What do I need to do?

These bulk management APIs are being rolled out to all accounts. Admins can begin using the endpoints listed in this announcement immediately.

Two of the three planned phases related to bulk action APIs for omnichannel routing features and agent availability have been released. Click Follow at the top of this announcement to be alerted of the other bulk action APIs coming soon.

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.