1. References
  2. Management API
  3. Queues
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Queues

Methods

AddQueue

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Adds a new ACD queue.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
AddQueue example
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AddQueue example

Add a new ACD queue for the application 1.

Parameters

  • acd_queue_name:

    string

    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

  • application_id:

    number

    The application ID

  • application_name:

    string

    The application name that can be used instead of application_id

  • auto_binding:

    boolean

    Optional
    Defaults on:  true

    Whether to enable the auto binding of operators to a queue by skills comparing

  • average_service_time:

    number

    Optional

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

  • 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

  • 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

Returns

  • acd_queue_id:

    number

    The ACD queue ID

  • result:

    number

    1

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.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
User manager
BindUserToQueue example
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BindUserToQueue example

Bind three users to one queue.

Parameters

  • acd_queue_id:

    intlist

    The ACD queue ID list separated by semicolons (;). 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 semicolons (;)

  • application_id:

    number

    The application ID

  • application_name:

    string

    The application name that can be used instead of application_id

  • bind:

    boolean

    Defaults on:  true

    Whether to bind or unbind users

  • user_id:

    intlist

    The user ID list separated by semicolons (;). Use the 'all' value to specify all users bound to the application

  • user_name:

    stringlist

    The user name list separated by semicolons (;). user_name can be used instead of user_id

Returns

  • result:

    number

    1

DelQueue

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Deletes the ACD queue.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
DelQueue example
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DelQueue example

Delete the ACD queue 1.

Parameters

  • acd_queue_id:

    intlist

    The ACD queue ID list separated by semicolons (;)

  • acd_queue_name:

    stringlist

    The ACD queue name that can be used instead of acd_queue_id. The ACD queue name list separated by semicolons (;)

Returns

  • result:

    number

    1

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.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
Supervisor
User manager
GetACDOperatorStatistics example
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GetACDOperatorStatistics example

Get AC and TT statistics for two operators and the queue from the specified date.

Parameters

  • abbreviation:

    boolean

    Optional
    Defaults on:  true

    Whether key names in returned JSON are 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'

  • acd_queue_id:

    intlist

    Optional
    Defaults on:  all

    The ACD queue ID list separated by semicolons (;). Use the 'all' value to select all ACD queues

  • 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

  • from_date:

    timestamp

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

  • group:

    string

    Optional
    Defaults on:  user

    If set to 'user', first-level array in the resulting JSON groups records by the user ID, and second-level array groups them by date according to the 'aggregation' parameter. If set to 'aggregation', first-level array in the resulting JSON groups records according to the 'aggregation' parameter, and second-level array groups them by the user ID

  • report:

    stringlist

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

    List of item names abbreviations separated by semicolons (;). Returned JSON includes 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

  • 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'

  • user_id:

    intlist

    The user ID list separated by semicolons (;). Use the 'all' value to select all users

Returns

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.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
Supervisor
User manager
GetACDOperatorStatusStatistics example
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GetACDOperatorStatusStatistics example

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

Parameters

  • acd_status:

    stringlist

    Optional
    Defaults on:  all

    The ACD status list separated by semicolons (;). The following values are possible: OFFLINE, ONLINE, READY, BANNED, IN_SERVICE, AFTER_SERVICE, TIMEOUT, DND

  • 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

  • from_date:

    timestamp

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

  • group:

    string

    Optional
    Defaults on:  user

    If set to 'user', first-level array in the resulting JSON groups records by the user ID, and second-level array groups them by date according to the 'aggregation' parameter. If set to 'aggregation', first-level array in the resulting JSON groups records according to the 'aggregation' parameter, and second-level array groups them by the user ID

  • 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'

  • user_id:

    stringlist

    The user ID list separated by semicolons (;). Use the 'all' value to select all users

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.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
Supervisor
User manager
GetACDQueueStatistics example
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GetACDQueueStatistics example

Get WT and TT statistics for the queue from the specified date.

Parameters

  • abbreviation:

    boolean

    Optional
    Defaults on:  true

    Whether key names in returned JSON are 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 semicolons (;). Use the 'all' value to select all ACD queues

  • 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

  • from_date:

    timestamp

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

  • report:

    stringlist

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

    List of item names abbreviations separated by semicolons (;). Returned JSON includes 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

  • 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'

Returns

  • result:

    [ACDQueueStatisticsType]

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

GetACDState

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Gets the current ACD queue state.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
GetACDState example
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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 semicolons (;). Use the 'all' value to select all ACD queues

Returns

GetQueues

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Gets the ACD queues.

Available for roles

To call this method, make sure your service account has one of the following roles:

See Available Roles
Owner
Admin
Developer
Supervisor
GetQueues example
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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

  • count:

    number

    Optional
    Defaults on:  20

    The max returning record count

  • excluded_skill_id:

    number

    Optional

    The excluded skill ID to filter

  • offset:

    number

    Optional
    Defaults on:  0

    The first N records are skipped in the output

  • showing_skill_id:

    number

    Optional

    The skill to show in the 'skills' field output

  • skill_id:

    number

    Optional

    The skill ID to filter

  • with_operatorcount:

    boolean

    Optional
    Defaults on:  false

    Whether to include the number of agents bound to the queue

  • with_skills:

    boolean

    Optional
    Defaults on:  false

    Whether to get the bound skills

Returns

  • count:

    number

    The returned queue count

  • result:

    [QueueInfoType]

  • total_count:

    number

    The total found queue count

SetQueueInfo

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Edits the ACD queue.

SetQueueInfo example
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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

  • acd_queue_priority:

    number

    Optional

    The integer queue priority. The highest priority is 0

  • application_id:

    number

    Optional

    The new application ID

  • auto_binding:

    boolean

    Optional

    Whether to enable the auto binding of operators to a queue by skills comparing

  • average_service_time:

    number

    Optional

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

  • 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

  • new_acd_queue_name:

    string

    Optional

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

  • 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

Returns

  • result:

    number

    1