Queues
Methods
AddQueue
Adds a new ACD queue.
To call this method, make sure your service account has one of the following roles:
Parameters
application_id:
number
The application ID
application_name:
string
The application name that can be used instead of application_id
acd_queue_name:
string
The queue name. The length must be less than 100
acd_queue_priority:
number
OptionalDefaults on: 100The integer queue priority. The highest priority is 0
auto_binding:
boolean
OptionalDefaults on: trueSet false to disable the auto binding of operators to a queue by skills comparing
service_probability:
number
OptionalDefaults on: 1.0The 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
max_queue_size:
number
OptionalThe max queue size
max_waiting_time:
number
OptionalThe 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:
number
OptionalThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction
Returns
result:
number
1
acd_queue_id:
number
The ACD queue ID
BindUserToQueue
Bind/unbind users to/from the specified ACD queues. Note that users and queues should be already bound to the same application.
To call this method, make sure your service account has one of the following roles:
Parameters
bind:
boolean
Defaults on: trueBind or unbind users
application_id:
number
The application ID
application_name:
string
The application name that can be used instead of application_id
user_id:
intlist
The user ID list separated by semicolon (;). Use the 'all' value to specify all users bound to the application
user_name:
stringlist
The user name list separated by semicolon (;). user_name can be used instead of user_id
acd_queue_id:
intlist
The ACD queue ID list separated by semicolon (;). Use the 'all' value to specify all queues bound to the application
acd_queue_name:
stringlist
The queue name that can be used instead of acd_queue_id. The queue name list separated by semicolon (;)
Returns
result:
number
1
DelQueue
Deletes the ACD queue.
To call this method, make sure your service account has one of the following roles:
Parameters
acd_queue_id:
intlist
The ACD queue ID list separated by semicolon (;)
acd_queue_name:
stringlist
The ACD queue name that can be used instead of acd_queue_id. The ACD queue name list separated by semicolon (;)
Returns
result:
number
1
SetQueueInfo
Edits the ACD queue.
Parameters
acd_queue_id:
number
The ACD queue ID
acd_queue_name:
string
The ACD queue name that can be used instead of acd_queue_id
new_acd_queue_name:
string
OptionalThe new queue name. The length must be less than 100
acd_queue_priority:
number
OptionalThe integer queue priority. The highest priority is 0
auto_binding:
boolean
OptionalSet false to disable the auto binding of operators to a queue by skills comparing
service_probability:
number
OptionalThe 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
max_queue_size:
number
OptionalThe max queue size
max_waiting_time:
number
OptionalThe 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:
number
OptionalThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction
application_id:
number
OptionalThe new application ID
Returns
result:
number
1
GetQueues
Gets the ACD queues.
To call this method, make sure your service account has one of the following roles:
Parameters
acd_queue_id:
number
OptionalThe ACD queue ID to filter
acd_queue_name:
string
OptionalThe ACD queue name part to filter
application_id:
number
OptionalThe application ID to filter
skill_id:
number
OptionalThe skill ID to filter
excluded_skill_id:
number
OptionalThe excluded skill ID to filter
with_skills:
boolean
OptionalDefaults on: falseSet true to get the bound skills
showing_skill_id:
number
OptionalThe skill to show in the 'skills' field output
count:
number
OptionalDefaults on: 20The max returning record count
offset:
number
OptionalDefaults on: 0The first N records will be skipped in the output
with_operatorcount:
boolean
OptionalDefaults on: falseNumber of agents bound to the queue
Returns
result:
total_count:
number
The total found queue count
count:
number
The returned queue count
GetACDState
Gets the current ACD queue state.
To call this method, make sure your service account has one of the following roles:
Parameters
acd_queue_id:
intlist
OptionalDefaults on: allThe ACD queue ID list separated by semicolon (;). Use the 'all' value to select all ACD queues
Returns
result:
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.
To call this method, make sure your service account has one of the following roles:
Parameters
from_date:
timestamp
Date and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
to_date:
timestamp
OptionalDefaults on: 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:
intlist
OptionalDefaults on: allThe ACD queue ID list separated by semicolon (;). Use the 'all' value to select all ACD queues
user_id:
intlist
The user ID list separated by semicolon (;). Use the 'all' value to select all users
abbreviation:
boolean
OptionalDefaults on: 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:
stringlist
OptionalDefaults on: SA;HT;TT;ACW;ACList of item names abbreviations separated by semicolon (;). 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:
string
OptionalDefaults on: noneSpecifies 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
group:
string
OptionalDefaults on: 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
List of groups, grouped by user ID or date according to the 'group' method call argument
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.
To call this method, make sure your service account has one of the following roles:
Parameters
from_date:
timestamp
Date and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
to_date:
timestamp
OptionalDefaults on: 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:
boolean
OptionalDefaults on: 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:
intlist
OptionalDefaults on: allThe ACD queue ID list separated by semicolon (;). Use the 'all' value to select all ACD queues
report:
stringlist
OptionalDefaults on: WT;SA;AT;HT;TT;ACW;TC;AC;UAC;RC;SLList of item names abbreviations separated by semicolon (;). 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:
string
OptionalDefaults on: noneSpecifies 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:
List of records grouped grouped by date according to the 'aggregation' method call argument
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.
To call this method, make sure your service account has one of the following roles:
Parameters
from_date:
timestamp
Date and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'
to_date:
timestamp
OptionalDefaults on: 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_status:
stringlist
OptionalDefaults on: allThe ACD status list separated by semicolon (;). The following values are possible: OFFLINE, ONLINE, READY, BANNED, IN_SERVICE, AFTER_SERVICE, TIMEOUT, DND
user_id:
stringlist
The user ID list separated by semicolon (;). Use the 'all' value to select all users
aggregation:
string
OptionalDefaults on: noneSpecifies 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
group:
string
OptionalDefaults on: 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
List of groups, grouped by user ID or date according to the 'group' method call argument