Real-Time State API
The real-time state API provides information about the current state of the Secure Remote Access Appliance. Data include logged-in representatives, support sessions in progress, and queue statuses. The real-time state API provides a summary of the current system state rather than a history of events. It can answer such questions as:
- What sessions are waiting in a queue?
- What sessions have a representative in them?
- What sessions have been in the system for longer than X minutes?
- What is the estimated wait time for a session?
- How many chat support sessions are in progress?
- How many RDP sessions are in progress?
- How many sessions started from a session key or the issue submission form are in progress?
- Which representatives are logged in?
- Which representatives are available to accept sessions from a specific queue?
- In which sessions is a representative participating?
- How long has a representative been logged in?
- Which representatives are idle, are busy, or have automatic session assignment disabled?
The real-time state API is an authenticated API. For instructions on using authenticated APIs using OAuth, see Authenticate to the Remote Support API.
The real-time state API is not able to answer questions about historical data. For example, some questions the real-time state API cannot answer include:
- How many sessions has a representative participated in during the last X hours?
- What is the total amount of time a representative has been idle during the last X hours?
- What is the total amount of time a representative was participating in at least Y sessions during the last X hours?
- How long has a representative been idle, busy, or available?
For this type of historical question, see Download Reports with Archive.
Prior to 17.1, a user account was used to authenticate to the real-time state API, with the username and password being passed in the request. Starting with 17.1, this method has been deprecated and is not available to new users. Instead, one or more API accounts must be created, with their client IDs and client secrets used to generate OAuth tokens.
For users upgrading from a version prior to 17.1, the option to authenticate to the API with a user account is still available for backwards compatibility. However, it is highly recommended that you use the more secure OAuth method of authentication. If you are unable to switch to OAuth authentication, please follow the API request format described in our Remote Support documentation archive.