Diabolocom
Voice & TelephonyManage users, queues, campaigns, and live statistics on the Diabolocom contact center platform. Agents staff queues against real demand and read live performance without a supervisor watching a wallboard.
What This Integration Enables
Diabolocom's real-time statistics are the part of this platform most teams underuse, because using them means somebody has to be watching. Get Queue Statistics returns interactions waiting, the longest wait and how many agents are actually free. Get Agent Activity shows what each agent is doing right now and how long they have been doing it. Get Inbound Call Activity shows the calls currently in progress or holding, with the number and the queue they landed in. That is a live picture of the contact centre available on a polling interval, which means it can be a condition inside a flow instead of a screen on a wall.
FlowRunner agents build on that in three directions. They watch demand and propose a response before the abandonment rate tells the story afterwards. They keep the estate aligned with the systems that own it, provisioning seats from the identity system with Create User, moving people between roles and folders with Update User, and mirroring team structure with the group operations. And they feed the outbound side, loading contacts into a campaign with priority mode so a hot lead jumps the bulk list, and removing one with Delete Campaign Contact when a do-not-call request arrives against a live campaign. What they do not do is move people. Set User Status changes what the routing engine offers a named human being in the next few seconds, and that decision goes to a supervisor.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Catching a queue backup before the callers hang up
The support queue starts backing up mid-morning. On its polling interval the agent reads Get Queue Statistics and sees the longest wait cross the threshold. Before escalating it checks List Calendars, because a queue that looks backed up outside opening hours is a routing question rather than a staffing one. It then runs Get Agent Statistics and Get Agent Activity, which separate the agents genuinely on calls from the ones sitting in after-call work far longer than the wrap-up should take, and Get Inbound Call Activity to see how long each waiting caller has actually been holding. The supervisor receives one message with all of it and a specific proposal, rather than an alert saying the queue is busy.
Seats that follow the HR record
When someone joins, the identity system event drives Create User with the right role, profile, extension, locale and folder, and Create Group or Update Group places them in the team whose supervision views and statistics should include them. When someone changes team, Update User moves them, sending the full record because Diabolocom treats the update as a replacement rather than a patch. When someone leaves, the agent does not run Delete User. It runs Update User with the disabled flag, which stops routing immediately while keeping the seat and its skill assignments recoverable, and reports the account for a deliberate deletion decision later. Interactions already archived against the agent are kept either way, but only one of those two paths is reversible.
Hot leads that jump the bulk campaign
An inbound form submission scores as high intent. Rather than waiting for the nightly bulk load, the agent runs Get Campaign to confirm the target campaign is live and has capacity, then Create Campaign Contacts with priority mode enabled so the lead goes to the front of the dialling list with the custom fields the agent will see on screen. If a do-not-call request arrives later for a contact already loaded, the agent runs Delete Campaign Contact to stop the dialler attempting them, which is the correct way to honour the request against a live campaign. When the calling window closes, the campaign is archived with Update Campaign rather than removed with Delete Campaign, because deletion takes the loaded contact list with it and the results still need reporting.
Human-in-Loop Highlight
Set User Status is the operation on this connector that reaches a person rather than a record. It changes an agent's live status, which is precisely what decides whether the routing engine offers them the next interaction, so a status change made by a flow pulls a named human off the work they are doing right now and the interaction they were mid-flow on goes back to the queue. That is not a data write with an undo. So the agent stops there. It resolves the status identifiers it intends to use from List Status Sets, names the specific agents rather than a count, and asks the supervisor in Slack: "Support queue longest wait is 6 minutes 40 with 11 calls holding and 2 agents available. Three agents have been in after-call work for over 9 minutes. Move Dupont, Rossi and Novak to available on the support queue?" The supervisor answers with names, or with none. The agent then applies exactly what was approved and posts the queue statistics again five minutes later so the person who made the call can see whether it worked. The platform does the watching, the correlating and the proposing. A person decides who gets moved.
Agent Capabilities
38 actionsReal-Time Statistics
4- Get Queue Statistics Retrieves live inbound statistics per queue, including interactions waiting, longest wait and how many agents are currently available. Polled on a short interval to drive a wallboard, or used as a condition so a flow escalates only when a queue is genuinely backed up.
- Get Agent Statistics Retrieves the live agent roster with current status, how long each has been in it and handled volume so far. Used to spot agents stuck in a non-productive status.
- Get Agent Activity Retrieves what each agent is doing right now, including the interaction they are handling, the queue it came from and how long the activity has been running. Used to trace a live escalation to the agent on the call.
- Get Inbound Call Activity Retrieves inbound calls currently in progress or waiting, with the calling number, the queue, how long they have been there and the agent they were offered to. Used to detect abandoned-call risk in real time.
Users and Availability
6- List Users Retrieves agents, supervisors and administrators with login, contact details, role, profile, extension, locale, folder, timezone and per-channel skills, filterable by role, folder or disabled state. Used to audit access against an identity system.
- Get User Retrieves one user with the full configuration record including wrap-up limits, per-channel concurrency caps and skill assignments. Used to inspect an agent before changing their routing.
- Create User Creates a new agent, supervisor or administrator. Login, role and profile determine what they can do, while extension, locale, timezone and folder position them in the telephony and organisational structure. Used to provision seats from an HR or identity system.
- Update User Replaces the configuration of an existing user. Diabolocom treats this as a full update, so every field to be kept must be sent. The most common automated use is disabling an account the moment someone leaves.
- Delete User Permanently removes a user. Archived interactions are kept but the seat and its skill assignments cannot be restored, so disabling with Update User is preferred when the account may be needed again.
- Set User Status Changes an agent's live status, which controls whether the routing engine offers them new interactions. Status identifiers come from the status set assigned to the agent. Run only after a supervisor approves, because it changes what a named person is doing right now.
Groups
5- List Groups Retrieves the agent groups on the account. Groups gather agents for supervision and reporting and are referenced when scoping real-time statistics.
- Get Group Retrieves one group including its member users. Used to expand a group into its members before assigning work.
- Create Group Creates an agent group and optionally populates it in the same call. Used to mirror team structure from an HR system.
- Update Group Replaces a group's name and membership. The user list is applied as a whole, so every member that should remain must be included.
- Delete Group Permanently removes a group. The users survive, but supervision views and statistics filters referencing the group stop resolving, so dependencies are checked first.
Routing and Skills
8- List Queues Retrieves the routing queues on the account, optionally narrowed to one channel or inbound activity. The starting point for any routing or reporting automation.
- Get Queue Retrieves one queue with its channel, inbound activity and routing settings. Used to turn a queue identifier from the statistics endpoints into a readable name for an alert.
- List Skills Retrieves the skills defined on the account. Skills attach to agents per channel with a proficiency level and are what the routing engine matches an interaction against.
- List Wrap-Ups Retrieves the wrap-up codes agents attach to an interaction when it ends. These are the qualification taxonomy behind most contact centre reporting.
- Get Wrap-Up Retrieves one wrap-up code including its position in the qualification tree. Used to turn a stored code into a readable label for a report or CRM note.
- List Status Sets Retrieves the status sets defined on the account with the statuses their agents can move between. Read before Set User Status so the identifier is valid for that agent.
- List Calendars Retrieves the opening-hours calendars, optionally filtered by name. Calendars decide whether an inbound interaction routes to agents or to a closed-hours treatment, so they are checked before treating a backlog as a staffing problem.
- List Inbound Activities Retrieves the inbound activities on the account. An activity ties a number or channel to the queues and calendars that handle it, so this is how a flow discovers the shape of inbound routing.
Numbers and Services
3- List Phone Numbers Retrieves the numbers provisioned on the account with the service each points at. Used to audit inventory or resolve the number an archived interaction arrived on.
- List Manual Outbound Numbers Retrieves the numbers agents may present as caller ID on a manual outbound call. Used to confirm a campaign or click-to-call flow presents a number the account is allowed to use.
- List Voice Services Retrieves the voice services on the account. A voice service is the call treatment a number is attached to, covering greeting, menu and routing before an interaction reaches a queue.
Campaigns
9- List Campaigns Retrieves the outbound voice campaigns, optionally restricted to archived or live ones. Used to find the campaign a flow should load into.
- Get Campaign Retrieves one campaign with its configuration and current contact volume. Used to confirm a campaign is live and has capacity before pushing a batch.
- Update Campaign Applies a partial update, most often to rename a campaign or archive it once the calling window closes. Property names are case-sensitive.
- Delete Campaign Permanently removes a campaign together with the contact list loaded into it. Archiving with Update Campaign is preferred when the results still need reporting, because deletion cannot be undone.
- Create Campaign Contacts Loads one or more contacts into a campaign so the dialler can start calling them. Priority mode places the batch at the front of the list, which is how a hot lead is escalated ahead of a bulk load. Bodies cap at 2 MB, so very large loads are split.
- Get Campaign Contact Retrieves one campaign contact with its dialling state and custom fields. Used to check whether a lead has already been called before escalating or removing it.
- Update Campaign Contact Replaces a contact already loaded into a campaign, for example to correct a number or refresh the fields the agent sees on screen. The full record is sent and property names are case-sensitive.
- Delete Campaign Contact Removes a contact from a campaign so the dialler stops attempting it. The correct way to honour a do-not-call request against a live campaign, and permanent.
- Search Campaign Contacts By Date Finds campaign contacts that changed within a date window, across campaigns. The endpoint to poll on a schedule when an external system needs dialling results incrementally.
Interactions and Recordings
3- Search Voice Interactions Searches the voice interaction archive over a date window, optionally restricted to recorded interactions, returning parties, queue, handling agent, durations and wrap-up. Property names in the filters object are case-sensitive.
- Get Voice Interaction Retrieves one archived interaction with full metadata including the queue, the handling agent, durations and the wrap-up applied. Used to attach call context to a CRM record after the call.
- Get Interaction Recording Downloads the audio of an archived interaction into FlowRunner file storage and returns a URL a transcription, sentiment or archiving step can consume. Only interactions flagged as recorded have audio.
Frequently Asked Questions
What can FlowRunner do with Diabolocom?
FlowRunner agents can run List Users, Get User, and Create User in Diabolocom, plus 35 more actions.
Does connecting Diabolocom to FlowRunner require OAuth?
No. Diabolocom connects to FlowRunner with an API key, no OAuth flow required.
Can Diabolocom trigger a FlowRunner workflow automatically?
Diabolocom doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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