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Managing Queues

Methods

Adds a new ACD queue.

Parameters

  • Follow link for authentication parameter names and details.

  • 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:

    numberDefaults to 100

    The integer queue priority. The highest priority is 0.

  • auto_binding:

    booleanDefaults to true

    Set false to disable the auto operators binding by skills comparing.

  • service_probability:

    numberDefaults to 1.0

    The 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:

    number

    The max queue size.

  • max_waiting_time:

    number

    The 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

    The 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.

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
}

Deletes the ACD queue.

Parameters

  • Follow link for authentication parameter names and details.

  • 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. The ACD queue name list separated by the ';' symbol.

Returns

  • result:

    number

    1

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
}

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:

    string

    Date 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 time

    Date 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 all

    The ACD queue ID list separated by the ';' symbol or the 'all' value.

  • user_id:

    string

    The user ID list separated by the ';' symbol or the 'all' value.

  • abbreviation:

    booleanDefaults to true

    If 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 none

    Specifies 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 user

    If 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

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=all

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:

    string

    Date 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 time

    Date and time of statistics interval begin. Time zone is UTC, format is 24-h 'YYYY-MM-DD HH:mm:ss'

  • abbreviation:

    booleanDefaults to true

    If 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 all

    The 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 none

    Specifies 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

  • 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

Gets the current ACD queue state.

Parameters

  • Follow link for authentication parameter names and details.

  • acd_queue_id:

    stringDefaults to all

    The ACD queue ID list separated by the ';' symbol or the 'all' value.

Returns

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"
                    }
                ]
            }
        ]
    }
}

{
    "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:

    number

    The ACD queue ID to filter.

  • acd_queue_name:

    string

    The ACD queue name part to filter.

  • application_id:

    number

    The application ID to filter.

  • skill_id:

    number

    The skill ID to filter.

  • excluded_skill_id:

    number

    The excluded skill ID to filter.

  • with_skills:

    booleanDefaults to false

    Set true to get the bound skills.

  • showing_skill_id:

    number

    The skill to show in the 'skills' field output.

  • count:

    numberDefaults to 20

    The max returning record count.

  • offset:

    numberDefaults to 0

    The first N records will be skipped in the output.

Returns

  • result:

    [ QueueInfoType ]
  • total_count:

    number

    The total found queue count.

  • count:

    number

    The 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
}

Edits the ACD queue.

Parameters

  • Follow link for authentication parameter names and details.

  • 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

    The new queue name. The length must be less than 100.

  • acd_queue_priority:

    number

    The integer queue priority. The highest priority is 0.

  • auto_binding:

    boolean

    Set false to disable the auto operators binding to the queue by skills comparing.

  • service_probability:

    number

    The 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:

    number

    The max queue size.

  • max_waiting_time:

    number

    The 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

    The average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction.

  • application_id:

    number

    The new application ID.

Returns

  • result:

    number

    1

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
}