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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Operators

Operator dashboard overview

get

Live dashboard with operator status counts, active escalation queue, and today's escalation statistics.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Responses
200

Successful Response

application/json
workspace_idstring · uuidRequired
active_escalationsintegerRequired
get/v1/{workspace_id}/operators/dashboard
GET /v1/{workspace_id}/operators/dashboard HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
200

Successful Response

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "operators": {
    "total": 1,
    "online": 1,
    "busy": 1,
    "offline": 1
  },
  "active_escalations": 1,
  "escalations_today": {
    "requested": 0,
    "connected": 0,
    "completed": 0,
    "avg_wait_seconds": 1,
    "avg_handle_time_seconds": 1
  },
  "recent_escalations": [
    {
      "call_entity_id": "123e4567-e89b-12d3-a456-426614174000",
      "call_sid": "text",
      "escalation_id": "text",
      "status": "text",
      "trigger": "text",
      "trigger_source": "text",
      "concept": "text",
      "operator_type": "clinical",
      "regulatory_basis": "text",
      "immediate": true,
      "risk_score": 1,
      "requested_at": "text",
      "connected_at": "text",
      "wait_seconds": 1,
      "operator_entity_id": "123e4567-e89b-12d3-a456-426614174000",
      "caller_id": "text",
      "direction": "inbound",
      "phone_number": "text",
      "started_at": "text"
    }
  ]
}

Operator performance summary

get

Aggregate performance across all operators with per-operator breakdown.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Responses
200

Successful Response

application/json
workspace_idstring · uuidRequired
total_operatorsintegerRequired
onlineintegerRequired
busyintegerRequired
offlineintegerRequired
total_escalations_handledintegerRequired
avg_handle_time_secondsnumberRequired
get/v1/{workspace_id}/operators/performance
GET /v1/{workspace_id}/operators/performance HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
200

Successful Response

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "total_operators": 1,
  "online": 1,
  "busy": 1,
  "offline": 1,
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "operators": [
    {
      "operator_id": "123e4567-e89b-12d3-a456-426614174000",
      "name": "text",
      "status": "online",
      "total_escalations_handled": 1,
      "avg_handle_time_seconds": 1,
      "last_call_at": "text"
    }
  ]
}

List active escalations

get

List calls with active escalations (status: requested or connected).

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Query parameters
limitinteger · max: 200OptionalDefault: 50
continuation_tokenanyOptional
Responses
200

Successful Response

application/json
has_morebooleanRequired
continuation_tokenanyOptional
get/v1/{workspace_id}/operators/escalations/active
GET /v1/{workspace_id}/operators/escalations/active HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "call_entity_id": "123e4567-e89b-12d3-a456-426614174000",
      "call_sid": "text",
      "escalation_id": "text",
      "status": "text",
      "trigger": "text",
      "trigger_source": "text",
      "concept": "text",
      "operator_type": "clinical",
      "regulatory_basis": "text",
      "immediate": true,
      "risk_score": 1,
      "requested_at": "text",
      "connected_at": "text",
      "wait_seconds": 1,
      "operator_entity_id": "123e4567-e89b-12d3-a456-426614174000",
      "caller_id": "text",
      "direction": "inbound",
      "phone_number": "text",
      "started_at": "text"
    }
  ],
  "has_more": true,
  "continuation_token": null
}

Escalation statistics

get

Aggregated escalation statistics over a time period.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Query parameters
periodstring · enumOptional

Time period: day, week, or month.

Default: dayPossible values:
group_bystring · enumOptional

Grouping dimension: status, trigger, or operator.

Default: statusPossible values:
Responses
200

Successful Response

application/json
workspace_idstring · uuidRequired
periodstringRequired
group_bystringRequired
totalintegerRequired
get/v1/{workspace_id}/operators/escalations/stats
GET /v1/{workspace_id}/operators/escalations/stats HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "period": "text",
  "group_by": "text",
  "buckets": [
    {
      "key": "text",
      "count": 1
    }
  ],
  "total": 1
}

List escalation events

get

List escalation lifecycle events for a workspace.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Query parameters
limitinteger · max: 200OptionalDefault: 50
continuation_tokenanyOptional
Responses
200

Successful Response

application/json
has_morebooleanRequired
continuation_tokenanyOptional
get/v1/{workspace_id}/operators/escalations
GET /v1/{workspace_id}/operators/escalations HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
      "event_type": "text",
      "data": {
        "ANY_ADDITIONAL_PROPERTY": "anything"
      },
      "source": "text",
      "confidence": 1,
      "ingested_at": "2026-01-01T00:00:00.000Z",
      "created_at": "2026-01-01T00:00:00.000Z"
    }
  ],
  "has_more": true,
  "continuation_token": null
}

Query audit log

get

Query audit events (operator actions) for a workspace.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Query parameters
limitinteger · max: 200OptionalDefault: 50
continuation_tokenanyOptional
operator_idstring · uuid · nullableOptional

Filter by operator entity UUID.

actionstring · enum · nullableOptional

Filter by exact operator audit event type.

Possible values:
Responses
200

Successful Response

application/json
has_morebooleanRequired
continuation_tokenanyOptional
get/v1/{workspace_id}/operators/audit-log
GET /v1/{workspace_id}/operators/audit-log HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
      "event_type": "text",
      "data": {
        "ANY_ADDITIONAL_PROPERTY": "anything"
      },
      "source": "text",
      "ingested_at": "2026-01-01T00:00:00.000Z",
      "created_at": "2026-01-01T00:00:00.000Z"
    }
  ],
  "has_more": true,
  "continuation_token": null
}

Get call transcript

get

Per-speaker transcript segments from operator takeover sessions.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
call_sidstringRequired
Responses
200

Successful Response

application/json
call_entity_idstring · uuidRequired
call_sidstring · nullableRequired
total_segmentsintegerRequired
get/v1/{workspace_id}/operators/calls/{call_sid}/transcript
GET /v1/{workspace_id}/operators/calls/{call_sid}/transcript HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "call_entity_id": "123e4567-e89b-12d3-a456-426614174000",
  "call_sid": "text",
  "total_segments": 1,
  "segments": [
    {
      "speaker_role": "text",
      "transcript": "text",
      "timestamp": "text",
      "escalation_id": "text",
      "confidence": 1
    }
  ]
}

Priority-ranked operator queue

get

Active calls ranked by operator priority: risk, wait time, emotion, loops, and safety concerns.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Responses
200

Successful Response

application/json
workspace_idstring · uuidRequired
total_activeintegerRequired
get/v1/{workspace_id}/operators/queue
GET /v1/{workspace_id}/operators/queue HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "queue": [
    {
      "call_sid": "text",
      "caller_id": "",
      "caller_phone": "text",
      "service_id": "",
      "service_name": "text",
      "direction": "inbound",
      "data_quality_flags": [
        "text"
      ],
      "started_at": "2026-01-01T00:00:00.000Z",
      "priority_score": 1,
      "priority_reasons": [
        "high_risk"
      ],
      "wait_seconds": 0,
      "risk_score": 1,
      "risk_level": "low",
      "current_emotion": "text",
      "current_valence": 1,
      "current_state": "",
      "turn_count": 0,
      "escalation_active": false,
      "entity_name": "text",
      "brief_context": "text"
    }
  ],
  "total_active": 1
}

Generate operator briefing

post

Structured briefing for an operator about to join a call. Template-rendered from call intelligence and entity context.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body

Request for operator briefing on a specific call.

call_sidstring · min: 1 · max: 64Required
Responses
200

Successful Response

application/json

Structured operator briefing for a call.

call_sidstringRequired
operator_idstring · uuidRequired
generated_atstring · date-timeRequired
post/v1/{workspace_id}/operators/{operator_id}/briefing
POST /v1/{workspace_id}/operators/{operator_id}/briefing HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 19

{
  "call_sid": "text"
}
{
  "call_sid": "text",
  "operator_id": "123e4567-e89b-12d3-a456-426614174000",
  "sections": [
    {
      "title": "text",
      "content": "text"
    }
  ],
  "generated_at": "2026-01-01T00:00:00.000Z"
}

Join active call as operator

post

Add operator to an active call's Twilio Conference.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body

Request to join an active call as operator.

call_sidstring · min: 1 · max: 64Required
modestring · enumOptionalDefault: takeoverPossible values:
Responses
200

Successful Response

application/json

Confirmation of operator joining a call's conference.

participant_call_sidstringRequired

Twilio participant call SID

conference_sidstringRequired

Twilio conference SID

modestring · enumRequired

Operator mode: listen or takeover

Possible values:
operator_entity_idstring · uuidRequired

World entity ID of the operator

post/v1/{workspace_id}/operators/{operator_id}/join-call
POST /v1/{workspace_id}/operators/{operator_id}/join-call HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 37

{
  "call_sid": "text",
  "mode": "takeover"
}
{
  "participant_call_sid": "text",
  "conference_sid": "text",
  "mode": "listen",
  "operator_entity_id": "123e4567-e89b-12d3-a456-426614174000"
}

Remove operator from active call

post

Remove operator from an active call's Twilio Conference.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body

Request to remove operator from an active call.

call_sidstring · min: 1 · max: 64Required
Responses
200

Successful Response

application/json
successbooleanRequired
post/v1/{workspace_id}/operators/{operator_id}/leave-call
POST /v1/{workspace_id}/operators/{operator_id}/leave-call HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 19

{
  "call_sid": "text"
}
{
  "success": true
}

Toggle operator listen/takeover mode

post

Switch between listen mode and takeover mode.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body

Request to toggle operator mode on an active call.

call_sidstring · min: 1 · max: 64Required
participant_call_sidstring · max: 64OptionalDefault: ""
modestring · enumRequiredPossible values:
Responses
200

Successful Response

application/json
modestring · enumRequired

New operator mode

Possible values:
post/v1/{workspace_id}/operators/{operator_id}/switch-mode
POST /v1/{workspace_id}/operators/{operator_id}/switch-mode HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 61

{
  "call_sid": "text",
  "participant_call_sid": "",
  "mode": "listen"
}
{
  "mode": "listen"
}

Send text guidance to agent during call

post

Inject operator guidance into an active call. The agent incorporates it into its next response.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body
call_sidstring · min: 1 · max: 64Required
messagestring · min: 1 · max: 5000Required
Responses
200

Successful Response

application/json
statusstring · enumRequired

Delivery status

Possible values:
call_sidstringRequired

Call SID the guidance was sent to

post/v1/{workspace_id}/operators/{operator_id}/send-guidance
POST /v1/{workspace_id}/operators/{operator_id}/send-guidance HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 36

{
  "call_sid": "text",
  "message": "text"
}
{
  "status": "delivered",
  "call_sid": "text"
}

Record operator intervention wrap-up

post

Persist the outcome and notes from an operator's call intervention.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body

Request to record operator intervention wrap-up.

call_sidstring · min: 1 · max: 64Required
outcomestring · enumRequiredPossible values:
notesstring · max: 2000OptionalDefault: ""
Responses
200

Successful Response

application/json
successbooleanRequired
post/v1/{workspace_id}/operators/{operator_id}/wrap-up
POST /v1/{workspace_id}/operators/{operator_id}/wrap-up HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 51

{
  "call_sid": "text",
  "outcome": "resolved",
  "notes": ""
}
{
  "success": true
}

List operators

get

List all operator entities for a workspace.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Query parameters
limitinteger · max: 200OptionalDefault: 50
continuation_tokenanyOptional
Responses
200

Successful Response

application/json
has_morebooleanRequired
continuation_tokenanyOptional
get/v1/{workspace_id}/operators
GET /v1/{workspace_id}/operators HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
      "name": "text",
      "email": "text",
      "type": "clinical",
      "skills": [
        "text"
      ],
      "connection_method": "browser",
      "phone_number": "text",
      "role": "operator",
      "status": "online",
      "last_status_change": "text",
      "active_call_sid": "text",
      "total_escalations_handled": 1,
      "avg_handle_time_seconds": 1,
      "last_call_at": "text",
      "created_at": "2026-01-01T00:00:00.000Z",
      "updated_at": "2026-01-01T00:00:00.000Z"
    }
  ],
  "has_more": true,
  "continuation_token": null
}

Register an operator

post

Create an operator entity with profile and initial offline status.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
Body
namestring · min: 1 · max: 256Required
emailstring · emailRequired
typestring · enumOptionalDefault: clinicalPossible values:
skillsstring[] · max: 50Optional
connection_methodstring · enumOptionalDefault: phonePossible values:
phone_numberstring · min: 2 · max: 16 · nullableOptional
rolestring · enumOptionalDefault: operatorPossible values:
Responses
201

Successful Response

application/json
idstring · uuidRequired
workspace_idstring · uuidRequired
namestring · nullableOptional

Display name

emailstring · nullableOptional

Contact email

typestring · enum · nullableOptional

Operator specialization

Possible values:
skillsstring[]Required

Skill tags for routing

connection_methodstring · enumRequired

How the operator connects to calls

Possible values:
phone_numberstring · nullableOptional

E.164 phone number for phone-based operators

rolestring · enumRequired

Permission role

Possible values:
statusstring · enumRequired

Current availability

Possible values:
last_status_changestring · nullableOptional

ISO-8601 timestamp of last status transition

active_call_sidstring · nullableOptional

Call SID if currently on a call

total_escalations_handledintegerRequired

Lifetime escalation count

avg_handle_time_secondsnumberRequired

Average escalation handle time in seconds

last_call_atstring · nullableOptional

ISO-8601 timestamp of last call

created_atstring · date-time · nullableOptional

When the operator was created

updated_atstring · date-time · nullableOptional

When the operator was last updated

post/v1/{workspace_id}/operators
POST /v1/{workspace_id}/operators HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 144

{
  "name": "text",
  "email": "name@gmail.com",
  "type": "clinical",
  "skills": [
    "text"
  ],
  "connection_method": "phone",
  "phone_number": "text",
  "role": "operator"
}
{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "email": "text",
  "type": "clinical",
  "skills": [
    "text"
  ],
  "connection_method": "browser",
  "phone_number": "text",
  "role": "operator",
  "status": "online",
  "last_status_change": "text",
  "active_call_sid": "text",
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "last_call_at": "text",
  "created_at": "2026-01-01T00:00:00.000Z",
  "updated_at": "2026-01-01T00:00:00.000Z"
}

Get an operator

get

Get operator entity with computed state (profile, availability, performance).

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Responses
200

Successful Response

application/json
idstring · uuidRequired
workspace_idstring · uuidRequired
namestring · nullableOptional

Display name

emailstring · nullableOptional

Contact email

typestring · enum · nullableOptional

Operator specialization

Possible values:
skillsstring[]Required

Skill tags for routing

connection_methodstring · enumRequired

How the operator connects to calls

Possible values:
phone_numberstring · nullableOptional

E.164 phone number for phone-based operators

rolestring · enumRequired

Permission role

Possible values:
statusstring · enumRequired

Current availability

Possible values:
last_status_changestring · nullableOptional

ISO-8601 timestamp of last status transition

active_call_sidstring · nullableOptional

Call SID if currently on a call

total_escalations_handledintegerRequired

Lifetime escalation count

avg_handle_time_secondsnumberRequired

Average escalation handle time in seconds

last_call_atstring · nullableOptional

ISO-8601 timestamp of last call

created_atstring · date-time · nullableOptional

When the operator was created

updated_atstring · date-time · nullableOptional

When the operator was last updated

get/v1/{workspace_id}/operators/{operator_id}
GET /v1/{workspace_id}/operators/{operator_id} HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "email": "text",
  "type": "clinical",
  "skills": [
    "text"
  ],
  "connection_method": "browser",
  "phone_number": "text",
  "role": "operator",
  "status": "online",
  "last_status_change": "text",
  "active_call_sid": "text",
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "last_call_at": "text",
  "created_at": "2026-01-01T00:00:00.000Z",
  "updated_at": "2026-01-01T00:00:00.000Z"
}

Update an operator

patch

Update operator profile fields or status. Each change writes a world event.

Authorizations
AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters
workspace_idstring · uuidRequired
operator_idstring · uuidRequired
Body
namestring · min: 1 · max: 256 · nullableOptional
emailstring · email · nullableOptional
typestring · enum · nullableOptionalPossible values:
skillsstring[] · max: 50 · nullableOptional
connection_methodstring · enum · nullableOptionalPossible values:
phone_numberstring · min: 2 · max: 16 · nullableOptional
rolestring · enum · nullableOptionalPossible values:
statusstring · enum · nullableOptionalPossible values:
Responses
200

Successful Response

application/json
idstring · uuidRequired
workspace_idstring · uuidRequired
namestring · nullableOptional

Display name

emailstring · nullableOptional

Contact email

typestring · enum · nullableOptional

Operator specialization

Possible values:
skillsstring[]Required

Skill tags for routing

connection_methodstring · enumRequired

How the operator connects to calls

Possible values:
phone_numberstring · nullableOptional

E.164 phone number for phone-based operators

rolestring · enumRequired

Permission role

Possible values:
statusstring · enumRequired

Current availability

Possible values:
last_status_changestring · nullableOptional

ISO-8601 timestamp of last status transition

active_call_sidstring · nullableOptional

Call SID if currently on a call

total_escalations_handledintegerRequired

Lifetime escalation count

avg_handle_time_secondsnumberRequired

Average escalation handle time in seconds

last_call_atstring · nullableOptional

ISO-8601 timestamp of last call

created_atstring · date-time · nullableOptional

When the operator was created

updated_atstring · date-time · nullableOptional

When the operator was last updated

patch/v1/{workspace_id}/operators/{operator_id}
PATCH /v1/{workspace_id}/operators/{operator_id} HTTP/1.1
Host: platform.api-us.concurrence.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 164

{
  "name": "text",
  "email": "name@gmail.com",
  "type": "clinical",
  "skills": [
    "text"
  ],
  "connection_method": "browser",
  "phone_number": "text",
  "role": "operator",
  "status": "online"
}
{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "email": "text",
  "type": "clinical",
  "skills": [
    "text"
  ],
  "connection_method": "browser",
  "phone_number": "text",
  "role": "operator",
  "status": "online",
  "last_status_change": "text",
  "active_call_sid": "text",
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "last_call_at": "text",
  "created_at": "2026-01-01T00:00:00.000Z",
  "updated_at": "2026-01-01T00:00:00.000Z"
}
PreviousSessions
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