Agent Dashboard

The Agent Dashboard is the unified workspace where agents take voice calls, handle SMS and WhatsApp conversations, view customer context, and manage their availability. This page covers the APIs that power the dashboard so you can embed agent controls in your own tools or build automations.

Overview

Each agent session combines:

Presence — availability status that controls whether the agent receives routed contacts
Active contacts — the live calls and messages assigned to the agent
Customer context — caller history, tags, and CRM data surfaced on screen pop
Controls — hold, mute, transfer, conference, and recording toggles

All requests use https://api.afriroute.ai with Authorization: Bearer $AFRIROUTE_API_KEY.

Endpoints

POST /v1/voice/agent/login

Field	Type	Required	Description
`agent_id`	string	Yes	Unique agent identifier
`name`	string	Yes	Display name
`extension`	string	Yes	SIP/phone extension
`skills`	array	No	Skill tags for skills-based routing
`max_concurrent_calls`	integer	No	Default `1`
`status`	string	No	Initial status, default `available`

curl -X POST https://api.afriroute.ai/api/v1/voice/agent/login \
  -H "Authorization: Bearer $AFRIROUTE_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "agent_id": "agent_sarah_k",
    "name": "Sarah Kebede",
    "extension": "101",
    "skills": ["billing", "technical_support", "amharic"],
    "status": "available"
  }'

{
  "agent_id": "agent_sarah_k",
  "session_id": "sess_9f2a",
  "status": "available",
  "logged_in_at": "2026-05-28T09:00:00Z"
}

Update Status

POST /v1/voice/agent/status

Field	Type	Required	Description
`agent_id`	string	Yes	Agent identifier
`status`	string	Yes	`available`, `on_call`, `wrap_up`, `on_break`, `offline`
`reason`	string	No	Reason code (e.g. `lunch_break`)

await fetch('https://api.afriroute.ai/api/v1/voice/agent/status', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer $AFRIROUTE_API_KEY',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    agent_id: 'agent_sarah_k',
    status: 'on_break',
    reason: 'lunch_break'
  })
});

import requests

requests.post(
    'https://api.afriroute.ai/api/v1/voice/agent/status',
    headers={'Authorization': 'Bearer $AFRIROUTE_API_KEY'},
    json={'agent_id': 'agent_sarah_k', 'status': 'wrap_up'}
)

Get Customer Context (Screen Pop)

GET /v1/voice/agent/:agent_id/context

{
  "agent_id": "agent_sarah_k",
  "call_id": "call_abc123",
  "customer": {
    "phone": "+251911234567",
    "name": "Abel Tesfaye",
    "tags": ["vip", "postpaid"],
    "last_contact": "2026-05-20T11:00:00Z",
    "open_tickets": [{ "id": "TKT_4521", "subject": "Billing dispute" }]
  }
}

Agent Controls

POST /v1/voice/call/:call_id/control

curl -X POST https://api.afriroute.ai/api/v1/voice/call/call_abc123/control \
  -H "Authorization: Bearer $AFRIROUTE_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "action": "hold" }'

Supported actions: hold, unhold, mute, unmute, pause_recording, resume_recording, hangup.

Agent Status Reference

Status	Receives Contacts	Typical Use
`available`	Yes	Ready for new calls
`on_call`	No	Handling a contact
`wrap_up`	No	Post-call notes/disposition
`on_break`	No	Lunch or short break
`offline`	No	Logged out

Best Practices

Set wrap_up automatically after each call to give agents time to log dispositions.
Use reason codes on on_break so supervisors can analyze unproductive time.
Surface the screen pop before the call connects to cut average handle time.
Limit max_concurrent_calls to 1 for voice; raise it only for chat-heavy agents.

Error Handling

Code	Description	Action
`AGENT_NOT_FOUND`	Unknown `agent_id`	Log the agent in first
`INVALID_STATUS`	Unsupported status value	Use a value from the status table
`CALL_NOT_ASSIGNED`	Control action on a call the agent does not own	Verify the `call_id`

Last Updated: May 2026

Overview​

Endpoints​

Agent Login​

Update Status​

Get Customer Context (Screen Pop)​

Agent Controls​

Agent Status Reference​

Best Practices​

Error Handling​

Related Links​