Managing Queues
Methods
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.
acd_queue_priority:
numberDefaults to 100The integer queue priority. The highest priority is 0.
auto_binding:
booleanDefaults to trueSet false to disable the auto operators binding by skills comparing.
service_probability:
numberDefaults to 1.0The value in range 0.5 ... 1.0. The value 1.0 means the service probability 100% in challenge with a lower priority queue.
max_queue_size:
numberThe max queue size.
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.
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=myqueueresponse:
Success.
{
"result": 1,
"acd_queue_id": 1
}Deletes 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. 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=1response:
Success.
{
"result": 1
}Get statistics for calls distributed to users (referred as 'operators') via the 'ACD' module. This method can fileter 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:
stringDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
to_date:
stringDefaults to current date and timeDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
acd_queue_id:
stringDefaults to allThe ACD queue ID list separated by the ';' symbol or the 'all' value.
user_id:
stringThe user ID list separated by the ';' symbol or the 'all' value.
abbreviation:
booleanDefaults to trueIf 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'
report:
stringDefaults to SA;HT;TT;ACW;AC';'-separated list of item names abbreviations. 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
aggregation:
stringDefaults to noneSpecifies how records are gouped 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
group:
stringDefaults to userIf 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&user_id=allGet 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:
stringDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
to_date:
stringDefaults to current date and timeDate and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
abbreviation:
booleanDefaults to trueIf 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'
acd_queue_id:
stringDefaults to allThe ACD queue ID list separated by the ';' symbol or the 'all' value.
report:
stringDefaults to WT;SA;AT;HT;TT;ACW;TC;AC;UAC;RC;SL';'-separated list of item names abbreviations. 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
aggregation:
stringDefaults to noneSpecifies how records are gouped 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=2017-01-01Gets the current ACD queue state.
Parameters
Follow link for authentication parameter names and details.
acd_queue_id:
stringDefaults to allThe 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=1response:
{
"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"
}
]
}
]
}
}{
"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
}
]
}
]
}
}Gets the ACD queues.
Parameters
Follow link for authentication parameter names and details.
acd_queue_id:
numberThe ACD queue ID to filter.
acd_queue_name:
stringThe ACD queue name part to filter.
application_id:
numberThe application ID to filter.
skill_id:
numberThe skill ID to filter.
excluded_skill_id:
numberThe excluded skill ID to filter.
with_skills:
booleanDefaults to falseSet true to get the bound skills.
showing_skill_id:
numberThe skill to show in the 'skills' field output.
count:
numberDefaults to 20The max returning record count.
offset:
numberDefaults to 0The 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=2response:
{
"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
}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.
new_acd_queue_name:
stringThe new queue name. The length must be less than 100.
acd_queue_priority:
numberThe integer queue priority. The highest priority is 0.
auto_binding:
booleanSet false to disable the auto operators binding to the queue by skills comparing.
service_probability:
numberThe value in range 0.5 ... 1.0. The value 1.0 means the service probability 100% in challenge with a lower priority queue.
max_queue_size:
numberThe max queue size.
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.
average_service_time:
numberThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction.
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=supportresponse:
Success.
{
"result": 1
}