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Queues

Methods

AddQueue

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Adds a new ACD queue.

AddQueue example

AddQueue example

Add a new ACD queue for the application 1.

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

    Optional

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

  • acd_queue_priority:

    number

    Optional
    Defaults on:  100

    The integer queue priority. The highest priority is 0.

  • auto_binding:

    boolean

    Optional
    Defaults on:  true

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

  • service_probability:

    number

    Optional
    Defaults on:  1.0

    The 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

    Optional

    The max queue size.

  • max_waiting_time:

    number

    Optional

    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

    Optional

    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.

BindUserToQueue

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Bind/unbind users to/from the specified ACD queues. Note that users and queues should be already bound to the same application.

BindUserToQueue example

BindUserToQueue example

Bind three users to one queue.

Parameters

  • bind:

    boolean

    Defaults on:  true

    Bind 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 the ';' symbol or the 'all' value to specify all users bound to the application.

  • user_name:

    stringlist

    The user name list separated by the ';' symbol. user_name can be used instead of user_id.

  • acd_queue_id:

    intlist

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

Returns

  • result:

    number

    1

DelQueue

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Deletes the ACD queue.

DelQueue example

DelQueue example

Delete the ACD queue 1.

Parameters

  • acd_queue_id:

    intlist

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

  • acd_queue_name:

    stringlist

    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

SetQueueInfo

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Edits the ACD queue.

SetQueueInfo example

SetQueueInfo example

Change the queue name.

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

    Optional

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

  • acd_queue_priority:

    number

    Optional

    The integer queue priority. The highest priority is 0.

  • auto_binding:

    boolean

    Optional

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

  • service_probability:

    number

    Optional

    The 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

    Optional

    The max queue size.

  • max_waiting_time:

    number

    Optional

    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

    Optional

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

  • application_id:

    number

    Optional

    The new application ID.

Returns

  • result:

    number

    1

GetQueues

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Gets the ACD queues.

GetQueues example

GetQueues example

Get the two queues.

Parameters

  • acd_queue_id:

    number

    Optional

    The ACD queue ID to filter.

  • acd_queue_name:

    string

    Optional

    The ACD queue name part to filter.

  • application_id:

    number

    Optional

    The application ID to filter.

  • skill_id:

    number

    Optional

    The skill ID to filter.

  • excluded_skill_id:

    number

    Optional

    The excluded skill ID to filter.

  • with_skills:

    boolean

    Optional
    Defaults on:  false

    Set true to get the bound skills.

  • showing_skill_id:

    number

    Optional

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

  • count:

    number

    Optional
    Defaults on:  20

    The max returning record count.

  • offset:

    number

    Optional
    Defaults on:  0

    The first N records will be skipped in the output.

Returns

  • total_count:

    number

    The total found queue count.

  • count:

    number

    The returned queue count.

GetACDState

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Gets the current ACD queue state.

GetACDState example

GetACDState example

Get the state of the queue 1.

Parameters

  • acd_queue_id:

    intlist

    Optional
    Defaults on:  all

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

Returns

GetACDOperatorStatistics

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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

  • from_date:

    timestamp

    Optional

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

  • to_date:

    timestamp

    Optional
    Defaults on:  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:

    intlist

    Optional
    Defaults on:  all

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

  • user_id:

    intlist

    Optional

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

  • abbreviation:

    boolean

    Optional
    Defaults on:  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:

    stringlist

    Optional
    Defaults on:  SA;HT;TT;ACW;AC

    List 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.

  • aggregation:

    string

    Optional
    Defaults on:  none

    Specifies 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

    Optional
    Defaults on:  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

GetACDQueueStatistics

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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

  • from_date:

    timestamp

    Optional

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

  • to_date:

    timestamp

    Optional
    Defaults on:  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:

    boolean

    Optional
    Defaults on:  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:

    intlist

    Optional
    Defaults on:  all

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

  • report:

    stringlist

    Optional
    Defaults on:  WT;SA;AT;HT;TT;ACW;TC;AC;UAC;RC;SL

    List 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.

  • aggregation:

    string

    Optional
    Defaults on:  none

    Specifies 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

  • List of records grouped grouped by date according to the 'aggregation' method call argument

GetACDOperatorStatusStatistics

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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.

GetACDOperatorStatusStatistics example

GetACDOperatorStatusStatistics example

Get statistics for the 'READY' and 'ONLINE' statuses of all operators; grouped by operators.

Parameters

  • from_date:

    timestamp

    Optional

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

  • to_date:

    timestamp

    Optional
    Defaults on:  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_status:

    stringlist

    Optional
    Defaults on:  all

    The ACD status list separated by the ';' symbol. The following values are possible: OFFLINE, ONLINE, READY, BANNED, IN_SERVICE, AFTER_SERVICE, TIMEOUT, DND.

  • user_id:

    stringlist

    Optional

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

  • aggregation:

    string

    Optional
    Defaults on:  none

    Specifies 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

    Optional
    Defaults on:  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