Queues
Methods
AddQueue
Adds a new ACD queue.
Parameters
Follow link for authentication parameter names and details.
application_id:
numberThe application ID.
application_name:
stringThe application name that can be used instead of application_id.
acd_queue_name:
stringThe queue name. The length must be less than 100.
- OPTIONALDEFAULTS TO: 100
acd_queue_priority:
numberThe integer queue priority. The highest priority is 0.
- OPTIONALDEFAULTS TO: true
auto_binding:
booleanSet false to disable the auto binding of operators to a queue by skills comparing.
- OPTIONALDEFAULTS TO: 1.0
service_probability:
numberThe value in the range of 0.5 ... 1.0. The value 1.0 means the service probability 100% in challenge with a lower priority queue.
- OPTIONAL
max_queue_size:
numberThe max queue size.
- OPTIONAL
max_waiting_time:
numberThe max predicted waiting time in minutes. The client is rejected if the predicted waiting time is greater than the max predicted waiting time.
- OPTIONAL
average_service_time:
numberThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction.
Returns
result:
number1
acd_queue_id:
numberThe ACD queue ID.
Examples
request:
Add a new ACD queue for the application 1.
https://api.voximplant.com/platform_api/AddQueue/?account_id=1&api_key=eec36d6c-a0eb-46b5-a006-1c2b65343bac&application_id=1&acd_queue_name=myqueue
response:
Success.
{
"result": 1,
"acd_queue_id": 1
}
BindUserToQueue
Bind/unbind users to/from the specified ACD queues. Note that users and queues should be already bound to the same application.
Parameters
- DEFAULTS TO: true
bind:
booleanBind or unbind users.
Follow link for authentication parameter names and details.
application_id:
numberThe application ID.
application_name:
stringThe application name that can be used instead of application_id.
user_id:
intlistThe user ID list separated by the ';' symbol or the 'all' value to specify all users bound to the application.
user_name:
stringlistThe user name that can be used instead of user_id. The user name list separated by the ';' symbol.
acd_queue_id:
intlistThe ACD queue ID list separated by the ';' symbol or the 'all' value to specify all queues bound to the application.
acd_queue_name:
stringlistThe queue name that can be used instead of acd_queue_id. The queue name list separated by the ';' symbol.
Returns
result:
number1
Examples
request:
Bind three users to one queue.
https://api.voximplant.com/platform_api/BindUserToQueue/?account_id=1&api_key=eec36d6c-a0eb-46b5-a006-1c2b65343bac&application_id=1&user_id=12%3B987%3B456&acd_queue_name=myqueue&bind=true
response:
Success.
{
"result": 1
}
DelQueue
Deletes the ACD queue.
Parameters
Follow link for authentication parameter names and details.
acd_queue_id:
intlistThe ACD queue ID list separated by the ';' symbol.
acd_queue_name:
stringlistThe ACD queue name that can be used instead of acd_queue_id. The ACD queue name list separated by the ';' symbol.
Returns
result:
number1
Examples
request:
Delete the ACD queue 1.
https://api.voximplant.com/platform_api/DelQueue/?account_id=1&api_key=eec36d6c-a0eb-46b5-a006-1c2b65343bac&acd_queue_id=1
response:
Success.
{
"result": 1
}
GetACDOperatorStatistics
Get statistics for calls distributed to users (referred as 'operators') via the 'ACD' module. This method can filter statistic based on operator ids, queue ids and date-time interval. It can also group results by day or hour.
Parameters
Follow link for authentication parameter names and details.
from_date:
timestampDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
- OPTIONALDEFAULTS TO: current date and time
to_date:
timestampDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
- OPTIONALDEFAULTS TO: all
acd_queue_id:
intlistThe ACD queue ID list separated by the ';' symbol or the 'all' value.
user_id:
intlistThe user ID list separated by the ';' symbol or the 'all' value.
- OPTIONALDEFAULTS TO: true
abbreviation:
booleanIf set to true, key names in returned JSON will be abbreviated to reduce response byte size. The abbreviations are: 'SA' for 'SpeedOfAnswer', 'HT' for 'HandlingTime', 'TT' for 'TalkTime', 'ACW' for 'AfterCallWork', 'TDT' for 'TotalDialingTime', 'THT' for 'TotalHandlingTime', 'TTT' for 'TotalTalkTime', 'TACW' for 'TotalAfterCallWork', 'AC' for 'AnsweredCalls', 'UAC' for 'UnansweredCalls'
- OPTIONALDEFAULTS TO: SA;HT;TT;ACW;AC
report:
stringlistList of item names abbreviations separated by the ';' symbol. Returned JSON will include keys only for the selected items. Special 'all' value defines all possible items, see ACDOperatorStatisticsType for a complete list. See 'abbreviation' description for complete abbreviation list
- OPTIONALDEFAULTS TO: none
aggregation:
stringSpecifies how records are grouped by date and time. If set to 'day', the criteria is a day number. If set to 'hour_of_day', the criteria is a 60-minute interval within a day. If set to 'hour', the criteria is both day number and 60-minute interval within that day. If set to 'none', records are not grouped by date and time
- OPTIONALDEFAULTS TO: user
group:
stringIf set to 'user', first-level array in the resulting JSON will group records by the user ID, and second-level array will group them by date according to the 'aggregation' parameter. If set to 'aggregation', first-level array in the resulting JSON will group records according to the 'aggregation' parameter, and second-level array will group them by the user ID
Returns
result:
[ ACDOperatorAggregationGroupType ]List of groups, grouped by user ID or date according to the 'group' method call argument
Examples
request:
Get statistics for all operators and all queues from the specified date
https://api.voximplant.com/platform_api/GetACDOperatorStatistics/?account_id=1&api_key=foo&from_date=2017-01-01%2000:00:00&user_id=all
GetACDOperatorStatusStatistics
Get statistics for the specified operators and ACD statuses. This method can filter statistics by operator ids and statuses. It can also group results by day/hour or users.
Parameters
Follow link for authentication parameter names and details.
from_date:
timestampDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
- OPTIONALDEFAULTS TO: current date and time
to_date:
timestampDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
- OPTIONALDEFAULTS TO: all
acd_status:
stringlistThe ACD status list separated by the ';' symbol. The following values are possible: OFFLINE, ONLINE, READY, BANNED, IN_SERVICE, AFTER_SERVICE, TIMEOUT, DND.
user_id:
stringlistThe user ID list separated by the ';' symbol or the 'all' value.
- OPTIONALDEFAULTS TO: none
aggregation:
stringSpecifies how records are grouped by date and time. If set to 'day', the criteria is a day number. If set to 'hour_of_day', the criteria is a 60-minute interval within a day. If set to 'hour', the criteria is both day number and 60-minute interval within that day. If set to 'none', records are not grouped by date and time
- OPTIONALDEFAULTS TO: user
group:
stringIf set to 'user', first-level array in the resulting JSON will group records by the user ID, and second-level array will group them by date according to the 'aggregation' parameter. If set to 'aggregation', first-level array in the resulting JSON will group records according to the 'aggregation' parameter, and second-level array will group them by the user ID
Returns
result:
[ ACDOperatorStatusAggregationGroupType ]List of groups, grouped by user ID or date according to the 'group' method call argument
Examples
request:
Get statistics for the 'READY' and 'ONLINE' statuses of all operators; grouped by operators.
https://api.voximplant.com/platform_api/GetACDOperatorStatusStatistics/?account_id=1&api_key=foo&from_date=2019-05-20%2011%3A00%3A00&to_date=2019-05-20%2013%3A00%3A00&acd_status=READY%3BONLINE&user_id=all&aggregation=hour&group=user
response:
{
"result": [
{
"user_id": 487576,
"statistics": [
{
"date": "2019-05-20",
"hour": 11,
"acd_status": {
"READY": {
"avg": 1323,
"max": 2496,
"min": 151,
"sum": 2647,
"count": 2
},
"ONLINE": {
"avg": 101,
"max": 267,
"min": 14,
"sum": 303,
"count": 3
}
}
},
{
"date": "2019-05-20",
"hour": 12,
"acd_status": {
"READY": {
"avg": 1169,
"max": 1169,
"min": 1169,
"sum": 1169,
"count": 1
},
"ONLINE": {
"avg": 1139,
"max": 2252,
"min": 27,
"sum": 2279,
"count": 2
}
}
}
]
},
{
"user_id": 487578,
"statistics": [
{
"date": "2019-05-20",
"hour": 11,
"acd_status": {
"READY": {
"avg": 234,
"max": 472,
"min": 42,
"sum": 939,
"count": 4
},
"ONLINE": {
"avg": 955,
"max": 1886,
"min": 24,
"sum": 1911,
"count": 2
}
}
},
{
"date": "2019-05-20",
"hour": 12,
"acd_status": {
"ONLINE": {
"avg": 2350,
"max": 2350,
"min": 2350,
"sum": 2350,
"count": 1
}
}
}
]
}
]
}
GetACDQueueStatistics
Get statistics for calls distributed to users (referred as 'operators') via the 'queue' distribution system. This method can filter statistic based on operator ids, queue ids and date-time interval. It can also group results by day or hour.
Parameters
Follow link for authentication parameter names and details.
from_date:
timestampDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
- OPTIONALDEFAULTS TO: current date and time
to_date:
timestampDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
- OPTIONALDEFAULTS TO: true
abbreviation:
booleanIf set to true, key names in returned JSON will be abbreviated to reduce response byte size. The abbreviations are: 'WT' for 'WaitingTime', 'SA' for 'SpeedOfAnswer', 'AT' is for 'AbandonmentTime', 'HT' is for 'HandlingTime', 'TT' is for 'TalkTime', 'ACW' is for 'AfterCallWork', 'QL' is for 'QueueLength', 'TC' is for 'TotalCalls', 'AC' is for 'AnsweredCalls', 'UAC' is for 'UnansweredCalls', 'RC' is for 'RejectedCalls', 'SL' is for 'ServiceLevel', 'TWT' is for 'TotalWaitingTime', 'TST' is for 'TotalSubmissionTime', 'TAT' is for 'TotalAbandonmentTime', 'THT' is for 'TotalHandlingTime', 'TTT' is for 'TotalTalkTime', 'TACW' is for 'TotalAfterCallWork'
- OPTIONALDEFAULTS TO: all
acd_queue_id:
intlistThe ACD queue ID list separated by the ';' symbol or the 'all' value.
- OPTIONALDEFAULTS TO: WT;SA;AT;HT;TT;ACW;TC;AC;UAC;RC;SL
report:
stringlistList of item names abbreviations separated by the ';' symbol. Returned JSON will include keys only for the selected items. Special 'all' value defines all possible items, see ACDQueueStatisticsType for a complete list. See 'abbreviation' description for complete abbreviation list
- OPTIONALDEFAULTS TO: none
aggregation:
stringSpecifies how records are grouped by date and time. If set to 'day', the criteria is a day number. If set to 'hour_of_day', the criteria is a 60-minute interval within a day. If set to 'hour', the criteria is both day number and 60-minute interval within that day. If set to 'none', records are not grouped by date and time
Returns
result:
[ ACDQueueStatisticsType ]List of records grouped grouped by date according to the 'aggregation' method call argument
Examples
request:
Get statistics for all queues from the specified date
https://api.voximplant.com/platform_api/GetACDQueueStatistics/?account_id=1&api_key=foo&from_date=2017-01-01%2000:00:00
GetACDState
Gets the current ACD queue state.
Parameters
Follow link for authentication parameter names and details.
- OPTIONALDEFAULTS TO: all
acd_queue_id:
intlistThe ACD queue ID list separated by the ';' symbol or the 'all' value.
Returns
result:
ACDStateType
Examples
request:
Get the state of the queue 1.
https://api.voximplant.com/platform_api/GetACDState/?account_id=1&api_key=eec36d6c-a0eb-46b5-a006-1c2b65343bac&acd_queue_id=1
response:
{
"result": {
"acd_queues": [
{
"acd_queue_id": 1,
"waiting_calls": [
{
"user_id": 661866,
"callerid": "79267774411",
"priority": 100,
"user_name": "op6",
"begin_time": "2014-03-26 08:07:12",
"waiting_time": 146,
"minutes_to_submit": 0,
"user_display_name": "op 6",
"acd_session_history_id": 192
}
],
"acd_queue_name": "myqueue",
"ready_operators": [
{
"user_id": 661885,
"user_name": "op5",
"idle_duration": 212,
"user_display_name": "op 5"
}
],
"servicing_calls": [],
"locked_operators": [
{
"user_id": 661884,
"unreached": "2014-03-26 08:09:36",
"user_name": "op4",
"user_display_name": "op 4"
},
{
"locks": [
{
"id": "577b77c8565040c5bd322af65e787302",
"created": "2014-03-26 07:59:58"
}
],
"user_id": 661863,
"user_name": "op3",
"user_display_name": "op 3"
},
{
"locks": [
{
"id": "3f2d7f188c4211e58994feff819cdc9f",
"created": "2014-03-26 08:07:14"
}
],
"user_id": 661866,
"acd_calls": [
{
"callerid": "79267774411",
"begin_time": "2014-03-26 08:07:12",
"acd_queue_id": 1,
"acd_queue_name": "myqueue",
"acd_request_id": "95d9eddf040348f3b79454bb5379f604",
"acd_session_history_id": 192
}
],
"user_name": "op6",
"user_display_name": "op 6"
},
{
"locks": [
{
"id": "b1f1809996974a0ba2cb660c730ae5c0",
"created": "2014-03-26 08:08:17"
}
],
"user_id": 661867,
"acd_calls": [
{
"callerid": "79297704410",
"submitted": "2014-03-26 08:08:25",
"begin_time": "2014-03-26 08:08:15",
"acd_queue_id": 3,
"acd_queue_name": "support",
"acd_request_id": "edd39d292e414ecebbfd237d8ba2d7f1",
"acd_session_history_id": 195
}
],
"user_name": "op7",
"user_display_name": "op 7"
}
],
"ready_operator_count": 1,
"locked_operator_count": 4,
"after_service_operators": [],
"after_service_operator_count": 0
}
]
}
}
{
"result": {
"acd_queues": [
{
"acd_queue_id": 1,
"waiting_calls": [
{
"callerid": "79851113322",
"priority": 100,
"begin_time": "2014-03-26 08:14:14",
"waiting_time": 78,
"minutes_to_submit": 5,
"acd_session_history_id": 193
}
],
"ready_operators": [],
"servicing_calls": [
{
"user_id": 661866,
"callerid": "79267774411",
"priority": 100,
"user_name": "op6",
"begin_time": "2014-03-26 08:07:12",
"waiting_time": 45,
"user_display_name": "op 6",
"acd_session_history_id": 192
}
],
"locked_operators": [],
"ready_operator_count": 0,
"locked_operator_count": 0,
"after_service_operators": [],
"after_service_operator_count": 0
}
]
}
}
GetQueues
Gets the ACD queues.
Parameters
Follow link for authentication parameter names and details.
- OPTIONAL
acd_queue_id:
numberThe ACD queue ID to filter.
- OPTIONAL
acd_queue_name:
stringThe ACD queue name part to filter.
- OPTIONAL
application_id:
numberThe application ID to filter.
- OPTIONAL
skill_id:
numberThe skill ID to filter.
- OPTIONAL
excluded_skill_id:
numberThe excluded skill ID to filter.
- OPTIONALDEFAULTS TO: false
with_skills:
booleanSet true to get the bound skills.
- OPTIONAL
showing_skill_id:
numberThe skill to show in the 'skills' field output.
- OPTIONALDEFAULTS TO: 20
count:
numberThe max returning record count.
- OPTIONALDEFAULTS TO: 0
offset:
numberThe first N records will be skipped in the output.
Returns
result:
[ QueueInfoType ]total_count:
numberThe total found queue count.
count:
numberThe returned queue count.
Examples
request:
Get the two queues.
https://api.voximplant.com/platform_api/GetQueues/?account_id=1&api_key=eec36d6c-a0eb-46b5-a006-1c2b65343bac&count=2
response:
{
"count": 1,
"result": [
{
"modified": "2014-01-19 14:12:46",
"acd_queue_id": 1,
"auto_binding": true,
"acd_queue_name": "myqueue",
"application_id": 1,
"acd_queue_priority": 100,
"service_probability": 1
},
{
"modified": "2014-01-19 14:12:46",
"acd_queue_id": 3,
"auto_binding": true,
"acd_queue_name": "support",
"application_id": 1,
"max_queue_size": 100,
"max_waiting_time": 5,
"acd_queue_priority": 1,
"service_probability": 0.85,
"average_service_time": 180
}
],
"total_count": 17
}
SetQueueInfo
Edits the ACD queue.
Parameters
Follow link for authentication parameter names and details.
acd_queue_id:
numberThe ACD queue ID.
acd_queue_name:
stringThe ACD queue name that can be used instead of acd_queue_id.
- OPTIONAL
new_acd_queue_name:
stringThe new queue name. The length must be less than 100.
- OPTIONAL
acd_queue_priority:
numberThe integer queue priority. The highest priority is 0.
- OPTIONAL
auto_binding:
booleanSet false to disable the auto binding of operators to a queue by skills comparing.
- OPTIONAL
service_probability:
numberThe value in the range of 0.5 ... 1.0. The value 1.0 means the service probability 100% in challenge with a lower priority queue.
- OPTIONAL
max_queue_size:
numberThe max queue size.
- OPTIONAL
max_waiting_time:
numberThe max predicted waiting time in minutes. The client is rejected if the predicted waiting time is greater than the max predicted waiting time.
- OPTIONAL
average_service_time:
numberThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction.
- OPTIONAL
application_id:
numberThe new application ID.
Returns
result:
number1
Examples
request:
Change the queue name.
https://api.voximplant.com/platform_api/SetQueueInfo/?account_id=1&api_key=eec36d6c-a0eb-46b5-a006-1c2b65343bac&acd_queue_id=1&new_acd_queue_name=support
response:
Success.
{
"result": 1
}