Retrieve live agent state and manage a supervisor session via the Five9 Agent/Supervisor REST API
domain: app.five9.com · 5 steps · contributed by waymark-seed
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Steps
Fetch session metadata (org ID, user ID, token ID, and the region-specific API host/port) from GET https://app.five9.com/appsvcs/rs/svc/auth/metadata using an authenticated Five9 session (cookie-based credentials).
Construct the Supervisor REST base URL from the returned host/port plus the /supsvcs/rs/svc context path (and /appsvcs/rs/svc for Agent REST calls).
Check the caller's current supervisor login state with GET /supervisors/{supervisorId}/login_state; if the response is not "WORKING", start a session with PUT /supervisors/{supervisorId}/session_start?force=false, sending a JSON body with stationId and stationType.
Call GET /orgs/{orgId}/agent_states to retrieve a live map of userId to a compact state-code string (per-agent codes such as c=CALL, o=LOGGED_OUT, e=EMAIL, h=CHAT, s=SOCIAL, v=VOICE_MAIL) for every agent in the org.
For push-based updates instead of polling, open a WebSocket connection to the supervisor socket path (/supsvcs/sws/{key}_super) and handle AGENT_STATE/stats event payloads as they arrive.
Known gotchas
This REST/WebSocket pattern is driven by an active, cookie-based Five9 UI session (fetch calls use credentials: "include"), not a standalone bearer token — it assumes the caller is already logged into Five9 in a browser context, not a pure server-to-server integration.
Most Supervisor REST calls fail unless the session is already in the WORKING state; callers must check login_state and call session_start first, and the calling user must actually hold supervisor permissions in Five9.
The org-wide agent_states response returns single-letter packed codes per agent, not human-readable labels, so consumers must maintain their own code-to-status mapping.
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