SmartQueue

Methods

GetSmartQueueDayHistory

Gets the metrics for the specified SmartQueue for the last 2 days. Refer to the SmartQueue reporting guide to learn more.

GetSmartQueueDayHistory example

Get the time agents spent in the ONLINE status for all SmartQueues within one application.

Parameters

application_id:
number
Optional
The application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
The application name to search by. Required unless application_id is provided.
decimal_separator:
string
Optional
The decimal mark for CSV numbers: a dot or a comma. If omitted, the account setting is used
desc_order:
boolean
Optional
Defaults on: false
Whether to get records in the descent order
from_date:
timestamp
Optional
The from date in the selected timezone in 24-h format: YYYY-MM-DD HH:mm:ss. Default is the current time minus 1 day
group_by:
string
Optional
Group the result by agent or queue. The agent grouping is allowed only for 1 queue and for the occupancy_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_banned_time, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. The queue grouping allowed for the calls_blocked_percentage, count_blocked_calls, average_abandonment_rate, count_abandonment_calls, service_level, occupancy_rate, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types
interval:
string
Optional
Defaults on: 0-0-1 0:0:0
Interval format: YYYY-MM-DD HH:mm:ss. Default is 1 day
max_waiting_sec:
number
Optional
Maximum waiting time. Required for the service_level report type
omit_empty:
boolean
Optional
Defaults on: false
Whether to omit the empty metric values from the result
report_type:
stringlist
The report type. Possible values are: calls_blocked_percentage, count_blocked_calls, im_blocked_chats_percentage, im_count_blocked_chats, im_answered_chats_rate, average_abandonment_rate, count_abandonment_calls, service_level, im_service_level, occupancy_rate, im_agent_occupancy_rate, agent_utilization_rate, im_agent_utilization_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_in_service_incoming_time, sum_agents_in_service_outcoming_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_custom_1_time, sum_agents_custom_2_time, sum_agents_custom_3_time, sum_agents_custom_4_time, sum_agents_custom_5_time, sum_agents_custom_6_time, sum_agents_custom_7_time, sum_agents_custom_8_time, sum_agents_custom_9_time, sum_agents_custom_10_time, sum_agents_banned_time, im_sum_agents_online_time, im_sum_agents_ready_time, im_sum_agents_in_service_time, im_sum_agents_dnd_time, im_sum_agents_custom_1_time, im_sum_agents_custom_2_time, im_sum_agents_custom_3_time, im_sum_agents_custom_4_time, im_sum_agents_custom_5_time, im_sum_agents_custom_6_time, im_sum_agents_custom_7_time, im_sum_agents_custom_8_time, im_sum_agents_custom_9_time, im_sum_agents_custom_10_time, im_sum_agents_banned_time, average_agents_idle_time, max_agents_idle_time, min_agents_idle_time, percentile_0_25_agents_idle_time, percentile_0_50_agents_idle_time, percentile_0_75_agents_idle_time, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, im_min_answer_speed, im_max_answer_speed, im_average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime, count_agent_unanswered_calls, im_count_agent_unanswered_chats, min_reaction_time, max_reaction_time, average_reaction_time, im_min_reaction_time, im_max_reaction_time, im_average_reaction_time, im_count_abandonment_chats, im_count_lost_chats, im_lost_chats_rate, call_count_assigned_to_queue, im_count_assigned_to_queue
sq_queue_id:
intlist
Optional
The SmartQueue ID list with a maximum of 5 values separated by semicolons (;). Can operate as filter for the calls_blocked_percentage, count_blocked_calls, average_abandonment_rate, count_abandonment_calls, service_level, occupancy_rate, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. Required unless sq_queue_name is provided or all the requested report types are agent reports.
sq_queue_name:
stringlist
Optional
The SmartQueue name list separated by semicolons (;). Required unless sq_queue_id is provided or all the requested report types are agent reports.
timezone:
string
Optional
Defaults on: Etc/GMT
The selected timezone or the 'auto' value (the account location)
to_date:
timestamp
Optional
The to date in the selected timezone in 24-h format: YYYY-MM-DD HH:mm:ss. Default is the current time
user_id:
intlist
Optional
The user ID list with a maximum of 5 values separated by semicolons (;). Use the 'all' value to select all users. Can operate as a filter for the occupancy_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_banned_time, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. Can be used instead of the user_name parameter
user_name:
stringlist
Optional
The user name list separated by semicolons (;). Can be used instead of the user_id parameter
with_header:
boolean
Optional
Defaults on: true
Whether to get a CSV file with the column names if the output=csv

Returns

result:
[SmartQueueMetricsResult]
timezone:
string
The used timezone, e.g., 'Etc/GMT'

GetSmartQueueRealtimeMetrics

Gets the metrics for the specified SmartQueue for the last 30 minutes. Refer to the SmartQueue reporting guide to learn more.

GetSmartQueueRealtimeMetrics example

Get the time agents spent in the DIALING status for all SmartQueues within one application.

Parameters

application_id:
number
Optional
The application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
The application name to search by. Required unless application_id is provided.
decimal_separator:
string
Optional
The decimal mark for CSV numbers: a dot or a comma. If omitted, the account setting is used
desc_order:
boolean
Optional
Defaults on: false
Whether to get records in the descent order
from_date:
timestamp
Optional
The from date in the selected timezone in 24-h format: YYYY-MM-DD HH:mm:ss. Default is the current time minus 30 minutes
group_by:
string
Optional
Group the result by agent or queue. The agent grouping is allowed for 1 queue and for the occupancy_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_banned_time, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. The queue grouping allowed for the calls_blocked_percentage, count_blocked_calls, average_abandonment_rate, count_abandonment_calls, service_level, occupancy_rate, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types
interval:
string
Optional
Defaults on: 0-0-0 0:30:0
Interval format: YYYY-MM-DD HH:mm:ss. Default is 30 minutes
max_waiting_sec:
number
Optional
Maximum waiting time. Required for the service_level report type
omit_empty:
boolean
Optional
Defaults on: false
Whether to omit the empty metric values from the result
report_type:
stringlist
The report type. Possible values are: calls_blocked_percentage, count_blocked_calls, im_blocked_chats_percentage, im_count_blocked_chats, im_answered_chats_rate, average_abandonment_rate, count_abandonment_calls, service_level, im_service_level, occupancy_rate, im_agent_occupancy_rate, agent_utilization_rate, im_agent_utilization_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_in_service_incoming_time, sum_agents_in_service_outcoming_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_custom_1_time, sum_agents_custom_2_time, sum_agents_custom_3_time, sum_agents_custom_4_time, sum_agents_custom_5_time, sum_agents_custom_6_time, sum_agents_custom_7_time, sum_agents_custom_8_time, sum_agents_custom_9_time, sum_agents_custom_10_time, sum_agents_banned_time, im_sum_agents_online_time, im_sum_agents_ready_time, im_sum_agents_in_service_time, im_sum_agents_dnd_time, im_sum_agents_custom_1_time, im_sum_agents_custom_2_time, im_sum_agents_custom_3_time, im_sum_agents_custom_4_time, im_sum_agents_custom_5_time, im_sum_agents_custom_6_time, im_sum_agents_custom_7_time, im_sum_agents_custom_8_time, im_sum_agents_custom_9_time, im_sum_agents_custom_10_time, im_sum_agents_banned_time, average_agents_idle_time, max_agents_idle_time, min_agents_idle_time, percentile_0_25_agents_idle_time, percentile_0_50_agents_idle_time, percentile_0_75_agents_idle_time, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, im_min_answer_speed, im_max_answer_speed, im_average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime, count_agent_unanswered_calls, im_count_agent_unanswered_chats, min_reaction_time, max_reaction_time, average_reaction_time, im_min_reaction_time, im_max_reaction_time, im_average_reaction_time, im_count_abandonment_chats, im_count_lost_chats, im_lost_chats_rate, call_count_assigned_to_queue, im_count_assigned_to_queue
sq_queue_id:
intlist
Optional
The SmartQueue ID list with a maximum of 5 values separated by semicolons (;). Can operate as filter for the calls_blocked_percentage, count_blocked_calls, average_abandonment_rate, count_abandonment_calls, service_level, occupancy_rate, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. Required unless sq_queue_name is provided or all the requested report types are agent reports.
sq_queue_name:
stringlist
Optional
The SmartQueue name list separated by semicolons (;). Required unless sq_queue_id is provided or all the requested report types are agent reports.
timezone:
string
Optional
Defaults on: Etc/GMT
The selected timezone or the 'auto' value (the account location)
to_date:
timestamp
Optional
The to date in the selected timezone in 24-h format: YYYY-MM-DD HH:mm:ss. Default is the current time
user_id:
intlist
Optional
The user ID list with a maximum of 5 values separated by semicolons (;). Use the 'all' value to select all users. Can operate as a filter for the occupancy_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_banned_time, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. Can be used instead of the user_name parameter
user_name:
stringlist
Optional
The user name list separated by semicolons (;). Can be used instead of the user_id parameter
with_header:
boolean
Optional
Defaults on: true
Whether to get a CSV file with the column names if the output=csv

Returns

result:
[SmartQueueMetricsResult]
timezone:
string
The used timezone, e.g., 'Etc/GMT'

GetSQState

Gets the current state of the specified SmartQueue.

GetSQState example

Get the current state of the SmartQueue with id = 1.

Parameters

application_id:
number
Optional
The application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
The application name to search by. Required unless application_id is provided.
sq_queue_id:
intlist
Optional
The SmartQueue ID list separated by semicolons (;). Use the 'all' value to select all SmartQueues. Required unless sq_queue_name is provided.
sq_queue_name:
stringlist
Optional
The SmartQueue name list separated by semicolons (;). Required unless sq_queue_id is provided.
timezone:
string
Optional
Defaults on: Etc/GMT
The selected timezone or the 'auto' value (the account location)

Returns

result:
[SmartQueueState]

RequestSmartQueueHistory

Gets history for the specified SmartQueue. Refer to the SmartQueue reporting guide to learn more.

RequestSmartQueueHistory example

Generate a service_level report file in csv format for the period from 2021-03-17 00:00:00 to 2021-03-17 22:00:00.

Parameters

application_id:
number
Optional
The application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
The application name to search by. Required unless application_id is provided.
decimal_separator:
string
Optional
The decimal mark for CSV numbers: a dot or a comma. If omitted, the account setting is used
desc_order:
boolean
Optional
Defaults on: false
Whether to get records in the descent order
from_date:
timestamp
The from date in the selected timezone in 24-h format: YYYY-MM-DD HH:mm:ss. Default is the current time minus 1 day
group_by:
string
Optional
Group the result by agent or queue. The agent grouping is allowed only for 1 queue and for the occupancy_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_banned_time, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. The queue grouping allowed for the calls_blocked_percentage, count_blocked_calls, average_abandonment_rate, count_abandonment_calls, service_level, occupancy_rate, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types
interval:
string
Optional
Defaults on: 0-0-1 0:0:0
Interval format: YYYY-MM-DD HH:mm:ss. Default is 1 day
max_waiting_sec:
number
Optional
Maximum waiting time. Required for the service_level report type
omit_empty:
boolean
Optional
Defaults on: false
Whether to omit the empty metric values from the result
report_type:
stringlist
The report type. Possible values are: calls_blocked_percentage, count_blocked_calls, im_blocked_chats_percentage, im_count_blocked_chats, im_answered_chats_rate, average_abandonment_rate, count_abandonment_calls, service_level, im_service_level, occupancy_rate, im_agent_occupancy_rate, agent_utilization_rate, im_agent_utilization_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_in_service_incoming_time, sum_agents_in_service_outcoming_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_custom_1_time, sum_agents_custom_2_time, sum_agents_custom_3_time, sum_agents_custom_4_time, sum_agents_custom_5_time, sum_agents_custom_6_time, sum_agents_custom_7_time, sum_agents_custom_8_time, sum_agents_custom_9_time, sum_agents_custom_10_time, sum_agents_banned_time, im_sum_agents_online_time, im_sum_agents_ready_time, im_sum_agents_in_service_time, im_sum_agents_dnd_time, im_sum_agents_custom_1_time, im_sum_agents_custom_2_time, im_sum_agents_custom_3_time, im_sum_agents_custom_4_time, im_sum_agents_custom_5_time, im_sum_agents_custom_6_time, im_sum_agents_custom_7_time, im_sum_agents_custom_8_time, im_sum_agents_custom_9_time, im_sum_agents_custom_10_time, im_sum_agents_banned_time, average_agents_idle_time, max_agents_idle_time, min_agents_idle_time, percentile_0_25_agents_idle_time, percentile_0_50_agents_idle_time, percentile_0_75_agents_idle_time, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, im_min_answer_speed, im_max_answer_speed, im_average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime, count_agent_unanswered_calls, im_count_agent_unanswered_chats, min_reaction_time, max_reaction_time, average_reaction_time, im_min_reaction_time, im_max_reaction_time, im_average_reaction_time, im_count_abandonment_chats, im_count_lost_chats, im_lost_chats_rate, call_count_assigned_to_queue, im_count_assigned_to_queue
sq_queue_id:
intlist
Optional
The SmartQueue ID list with a maximum of 5 values separated by semicolons (;). Can operate as filter for the calls_blocked_percentage, count_blocked_calls, average_abandonment_rate, count_abandonment_calls, service_level, occupancy_rate, min_time_in_queue, max_time_in_queue, average_time_in_queue, min_answer_speed, max_answer_speed, average_answer_speed, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. Required unless sq_queue_name is provided or all the requested report types are agent reports.
sq_queue_name:
stringlist
Optional
The SmartQueue name list separated by semicolons (;). Required unless sq_queue_id is provided or all the requested report types are agent reports.
timezone:
string
Optional
Defaults on: Etc/GMT
The selected timezone or the 'auto' value (the account location)
to_date:
timestamp
The to date in the selected timezone in 24-h format: YYYY-MM-DD HH:mm:ss. Default is the current time
user_id:
intlist
Optional
The user ID list with a maximum of 5 values separated by semicolons (;). Use the 'all' value to select all users. Can operate as a filter for the occupancy_rate, sum_agents_online_time, sum_agents_ready_time, sum_agents_dialing_time, sum_agents_in_service_time, sum_agents_afterservice_time, sum_agents_dnd_time, sum_agents_banned_time, min_handle_time, max_handle_time, average_handle_time, count_handled_calls, min_after_call_worktime, max_after_call_worktime, average_after_call_worktime report types. Can be used instead of the user_name parameter
user_name:
stringlist
Optional
The user name list separated by semicolons (;). Can be used instead of the user_id parameter
with_header:
boolean
Optional
Defaults on: true
Whether to get a CSV file with the column names if the output=csv

Returns

history_report_id:
number
History report ID
result:
number
Returns 1 if the request has been completed successfully

SQ_AddQueue

Adds a new queue.

SQ_AddQueue example

Add a new queue.

Parameters

application_id:
number
Optional
Application ID to bind to. Required unless application_name is provided.
application_name:
string
Optional
Application name to bind to. Required unless application_id is provided.
call_agent_selection:
string
Agent selection strategy for calls. Accepts one of the following values: "MOST_QUALIFIED", "LEAST_QUALIFIED", "MAX_WAITING_TIME"
call_max_queue_size:
number
Optional
Defaults on: 1000
Maximum size of the queue with CALL-type requests
call_max_waiting_time:
number
Optional
Defaults on: 120
Maximum time in minutes that a CALL-type request can remain in the queue without being assigned to an agent. Specify either this parameter or call_max_waiting_time_in_seconds. Specifying both parameters simultaniously leads to an error
call_max_waiting_time_in_seconds:
number
Optional
Maximum call waiting time in seconds. Specify either this parameter or call_max_waiting_time. Specifying both parameters simultaniously leads to an error
call_task_selection:
string
Call type requests prioritizing strategy. Accepts one of the SQTaskSelectionStrategies enum values
description:
string
Optional
Comment, up to 200 characters
hold_calls_if_inactive_agents:
boolean
Optional
Defaults on: false
Whether to keep the call task in the queue if all agents are in the DND/BANNED/OFFLINE statuses.
hold_im_if_inactive_agents:
boolean
Optional
Defaults on: true
Whether to add the task to the queue if there are no available agents
im_agent_selection:
string
Optional
Agent selection strategy for messages. Accepts one of the following values: "MOST_QUALIFIED", "LEAST_QUALIFIED", "MAX_WAITING_TIME". The default value is call_agent_selection
im_max_queue_size:
number
Optional
Defaults on: 1000
Maximum size of the queue with IM-type requests
im_max_waiting_time:
number
Optional
Defaults on: 120
Maximum time in minutes that an IM-type request can remain in the queue without being assigned to an agent. Specify either this parameter or im_max_waiting_time_in_seconds. Specifying both parameters simultaniously leads to an error
im_max_waiting_time_in_seconds:
number
Optional
Maximum chat message waiting time in seconds. Specify either this parameter or im_max_waiting_time. Specifying both parameters simultaniously leads to an error
im_task_selection:
string
Optional
IM type requests prioritizing strategy. Accepts one of the SQTaskSelectionStrategies enum values. The default value is call_task_selection
priority:
number
Optional
Defaults on: 10
The queue's priority from 1 to 100
sq_queue_name:
string
Unique SmartQueue name within the application, up to 100 characters

Returns

result:
SQAddQueueResult
Result with ID of the added queue

SQ_AddSkill

Adds a new skill to the app.

SQ_AddSkill example

Add a new skill.

Parameters

application_id:
number
Optional
Application ID to bind to. Required unless application_name is provided.
application_name:
string
Optional
Application name to bind to. Required unless application_id is provided.
description:
string
Optional
Comment, up to 200 characters
sq_skill_name:
string
Unique skill name within the application

Returns

result:
SQAddSkillResult
Result with ID of the added skill

SQ_BindAgent

Binds agents to a queue.

SQ_BindAgent example

Bind the agent with id 1 and 2 to the queue with id = 1.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
bind_mode:
string
Optional
Defaults on: add
Binding mode. Accepts one of the SQAgentBindingModes enum values
sq_queue_id:
intlist
Optional
List of SmartQueue IDs separated by semicolons (;). Use 'all' to select all the queues. Required unless sq_queue_name is provided.
sq_queue_name:
stringlist
Optional
List of SmartQueue names separated by semicolons (;). Required unless sq_queue_id is provided.
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Use 'all' to select all the users. Required unless user_name is provided.
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Required unless user_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_BindSkill

Binds skills to agents.

SQ_BindSkill example

Bind the skills with id 1 and 2 to all users.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
bind_mode:
string
Optional
Defaults on: add
Binding mode. Accepts one of the SQSkillBindingModes enum values
sq_skills:
string
Skills to be bound to agents in the JSON array format. The array should contain objects with the sq_skill_id/sq_skill_name and sq_skill_level keys where skill levels range from 1 to 5
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Use 'all' to select all the users. Required unless user_name is provided.
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Required unless user_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_DeleteAgentCustomStatusMapping

Removes a mapping from the mapping table. If there is no such mapping, does nothing.

SQ_DeleteAgentCustomStatusMapping example

Remove a mapping for sq_status_name = READY.

Parameters

application_id:
number
Optional
Application ID. Required unless application_name is provided.
application_name:
string
Optional
Application name. Required unless application_id is provided.
sq_status_name:
string
Status name

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_DelQueue

Deletes a queue.

SQ_DelQueue example

Delete the queue with id = 3.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
sq_queue_id:
intlist
Optional
List of SmartQueue IDs separated by semicolons (;). Use 'all' to delete all the queues. Required unless sq_queue_name is provided.
sq_queue_name:
stringlist
Optional
List of SmartQueue names separated by semicolons (;). Required unless sq_queue_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_DelSkill

Deletes a skill and detaches it from agents.

SQ_DelSkill example

Delete the skill with id = 5.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
sq_skill_id:
intlist
Optional
List of skill IDs separated by semicolons (;). Use 'all' to delete all the skills. Required unless sq_skill_name is provided.
sq_skill_name:
stringlist
Optional
List of skill names separated by semicolons (;). Required unless sq_skill_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_GetAgentCustomStatusMapping

Returns the mapping list of SQ statuses and custom statuses. SQ statuses are returned whether they have mappings to custom statuses.

SQ_GetAgentCustomStatusMapping example

Get the status mappings.

Parameters

application_id:
number
Optional
Application ID. Can be used instead of the application_name parameter
application_name:
string
Optional
Application name. Can be used instead of the application_id parameter

Returns

custom_status_name:
string
Custom status name
sq_status_name:
string
Status name

SQ_GetAgents

Gets agents.

SQ_GetAgents example

Get all agents with their current statuses.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
count:
number
Optional
Defaults on: 20
Number of items to show in the output
excluded_sq_queue_id:
intlist
Optional
List of SmartQueue IDs separated by semicolons (;). Agents bound to these queues are excluded. Use 'all' to select all the queues. Can be used instead of the excluded_sq_queue_name parameter
excluded_sq_queue_name:
stringlist
Optional
List of SmartQueue names separated by semicolons (;). Can be used instead of the excluded_sq_queue_id parameter
offset:
number
Optional
Defaults on: 0
Number of items to skip in the output
sq_queue_id:
intlist
Optional
List of SmartQueue IDs separated by semicolons (;). Use 'all' to select all the queues. Can be used instead of the sq_queue_name parameter
sq_queue_name:
stringlist
Optional
List of SmartQueue names separated by semicolons (;). Can be used instead of the sq_queue_id parameter
sq_skills:
string
Optional
Skills to filter in the JSON array format. The array should contain objects with the sq_skill_id/sq_skill_name, min_sq_skill_level, and max_sq_skill_level keys where skill levels range from 1 to 5
sq_statuses:
string
Optional
Filter statuses in the JSON array format. The array should contain objects with the sq_status_type and sq_status_name keys. Possible values for sq_status_type are 'CALL' and 'IM'. Possible values for sq_status_name are 'OFFLINE', 'ONLINE', 'READY', 'IN_SERVICE', 'AFTER_SERVICE', 'DND'
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Can be used instead of the user_name parameter
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Can be used instead of the user_id parameter
user_name_template:
string
Optional
Substring of the user name to filter
with_sq_queues:
boolean
Optional
Defaults on: false
Whether to display agent queues
with_sq_skills:
boolean
Optional
Defaults on: false
Whether to display agent skills
with_sq_statuses:
boolean
Optional
Defaults on: false
Whether to display agent current statuses

Returns

result:
GetSQAgentsResult
The found agent(s)

SQ_GetQueues

Gets the queue(s).

SQ_GetQueues example

Get all the queues.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
count:
number
Optional
Defaults on: 20
Number of items to show in the output
excluded_user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Queues bound to these users are excluded. Can be used instead of the excluded_user_name parameter
excluded_user_name:
stringlist
Optional
List of user names separated by semicolons (;). Can be used instead of the excluded_user_id parameter
offset:
number
Optional
Defaults on: 0
Number of items to skip in the output
sq_queue_id:
intlist
Optional
List of SmartQueue IDs separated by semicolons (;). Can be used instead of the sq_queue_name parameter
sq_queue_name:
stringlist
Optional
List of SmartQueue names separated by semicolons (;). Can be used instead of the sq_queue_id parameter
sq_queue_name_template:
string
Optional
Substring of the SmartQueue name to filter
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Queues bound to these users are returned. Can be used instead of the user_name parameter
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Can be used instead of the user_id parameter
with_agentcount:
boolean
Optional
Defaults on: false
Whether to include the number of agents bound to the queue

Returns

result:
GetSQQueuesResult
The found queue(s)

SQ_GetSkills

Gets the skill(s).

SQ_GetSkills example

Get the skills with id 2 and 4

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
count:
number
Optional
Defaults on: 20
Number of items to show in the output
excluded_user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Skills bound to these users are excluded. Can be used instead of the excluded_user_name parameter
excluded_user_name:
stringlist
Optional
List of user names separated by semicolons (;). Can be used instead of the excluded_user_id parameter
offset:
number
Optional
Defaults on: 0
Number of items to skip in the output
sq_skill_id:
intlist
Optional
List of skill IDs separated by semicolons (;). Can be used instead of the sq_skill_name parameter
sq_skill_name:
stringlist
Optional
List of skill names separated by semicolons (;). Can be used instead of the sq_skill_id parameter
sq_skill_name_template:
string
Optional
Substring of the skill name to filter, case-insensitive
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Can be used instead of the user_name parameter
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Can be used instead of the user_id parameter

Returns

result:
GetSQSkillsResult
The found skill(s).

SQ_SetAgentCustomStatusMapping

Adds a status if there is no match for the given internal status and renames it if there is a match. It means that if the passed sq_status_name parameter is not in the mapping table, a new entry is created in there; if it is, the name field in its mapping is replaced with custom_status_name.

SQ_SetAgentCustomStatusMapping example

Add/rename a status depending on the presence of an internal status in agent_status_mapping.

Parameters

application_id:
number
Optional
Application ID. Required unless application_name is provided.
application_name:
string
Optional
Application name. Required unless application_id is provided.
custom_status_name:
string
Custom status name
sq_status_name:
string
Status name

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_SetAgentInfo

Edits the agent settings.

SQ_SetAgentInfo example

Edit settings of the agent with id = 2.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
handle_calls:
boolean
Optional
Whether the agent can handle calls. When set to false, the agent is excluded from the CALL-request distribution. Required unless max_simultaneous_conversations is provided.
max_simultaneous_conversations:
number
Optional
Maximum number of chats that the user processes simultaneously. Required unless handle_calls is provided.
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Use 'all' to select all the users. Required unless user_name is provided.
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Required unless user_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_SetQueueInfo

Edits an existing queue.

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

See Available Roles

Owner

Admin

Developer

SQ_SetQueueInfo example

Edit the queue with id = 1.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
call_agent_selection:
string
Optional
Agent selection strategy for calls. Accepts one of the following values: "MOST_QUALIFIED", "LEAST_QUALIFIED", "MAX_WAITING_TIME"
call_max_queue_size:
number
Optional
Maximum size of the queue with CALL-type requests
call_max_waiting_time:
number
Optional
Maximum time in minutes that a CALL-type request can remain in the queue without being assigned to an agent. Specify either this parameter or call_max_waiting_time_in_seconds. Specifying both parameters simultaniously leads to an error
call_max_waiting_time_in_seconds:
number
Optional
Maximum call waiting time in seconds. Specify either this parameter or call_max_waiting_time. Specifying both parameters simultaniously leads to an error
call_task_selection:
string
Optional
Strategy of prioritizing CALL-type requests for service. Accepts one of the following values: "MAX_PRIORITY", "MAX_WAITING_TIME"
description:
string
Optional
Comment, up to 200 characters
hold_calls_if_inactive_agents:
boolean
Optional
Whether to keep the call task in the queue if all agents are in the DND/BANNED statuses.
hold_im_if_inactive_agents:
boolean
Optional
Whether to add the task to the queue if there are no available agents
im_agent_selection:
string
Optional
Agent selection strategy for messages. Accepts one of the following values: "MOST_QUALIFIED", "LEAST_QUALIFIED", "MAX_WAITING_TIME". The default value is call_agent_selection
im_max_queue_size:
number
Optional
Maximum size of the queue with IM-type requests
im_max_waiting_time:
number
Optional
Maximum time in minutes that an IM-type request can remain in the queue without being assigned to an agent. Specify either this parameter or im_max_waiting_time_in_seconds. Specifying both parameters simultaniously leads to an error
im_max_waiting_time_in_seconds:
number
Optional
Maximum chat message waiting time in seconds. Specify either this parameter or im_max_waiting_time. Specifying both parameters simultaniously leads to an error
im_task_selection:
string
Optional
Strategy of prioritizing IM-type requests for service. Accepts one of the following values: "MAX_PRIORITY", "MAX_WAITING_TIME". The default value is call_task_selection
new_sq_queue_name:
string
Optional
New SmartQueue name within the application, up to 100 characters
priority:
number
Optional
The queue's priority from 1 to 100
sq_queue_id:
number
Optional
ID of the SmartQueue to search for. Required unless sq_queue_name is provided.
sq_queue_name:
string
Optional
Name of the SmartQueue to search for. Required unless sq_queue_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_SetSkillInfo

Edits an existing skill.

SQ_SetSkillInfo example

Edit a skill.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
description:
string
Optional
Comment, up to 200 characters
new_sq_skill_name:
string
Optional
New unique skill name within the application
sq_skill_id:
number
Optional
ID of the skill. Required unless sq_skill_name is provided.
sq_skill_name:
string
Optional
Name of the skill. Required unless sq_skill_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_UnbindAgent

Unbinds agents from queues.

SQ_UnbindAgent example

Unbind the agent with id 1 from all queues.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
sq_queue_id:
intlist
Optional
List of SmartQueue IDs separated by semicolons (;). Use 'all' to select all the queues. Required unless sq_queue_name is provided.
sq_queue_name:
stringlist
Optional
List of SmartQueue names separated by semicolons (;). Required unless sq_queue_id is provided.
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Use 'all' to select all the users. Required unless user_name is provided.
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Required unless user_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SQ_UnbindSkill

Unbinds skills from agents.

SQ_UnbindSkill example

Unbind the skill with id = 1 from the user with id = 1.

Parameters

application_id:
number
Optional
Application ID to search by. Required unless application_name is provided.
application_name:
string
Optional
Application name to search by. Required unless application_id is provided.
sq_skill_id:
intlist
Optional
List of skill IDs separated by semicolons (;). Use 'all' to unbind all the skills. Required unless sq_skill_name is provided.
sq_skill_name:
stringlist
Optional
List of skill names separated by semicolons (;). Required unless sq_skill_id is provided.
user_id:
intlist
Optional
List of user IDs separated by semicolons (;). Use 'all' to select all the users. Required unless user_name is provided.
user_name:
stringlist
Optional
List of user names separated by semicolons (;). Required unless user_id is provided.

Returns

result:
number
Returns 1 if the request has been completed successfully

SmartQueue

Methods

GetSmartQueueDayHistory example

Parameters

application_id:

application_name:

decimal_separator:

desc_order:

from_date:

group_by:

interval:

max_waiting_sec:

omit_empty:

report_type:

sq_queue_id:

sq_queue_name:

timezone:

to_date:

user_id:

user_name:

with_header:

Returns

result:

timezone:

GetSmartQueueRealtimeMetrics example

Parameters

application_id:

application_name:

decimal_separator:

desc_order:

from_date:

group_by:

interval:

max_waiting_sec:

omit_empty:

report_type:

sq_queue_id:

sq_queue_name:

timezone:

to_date:

user_id:

user_name:

with_header:

Returns

result:

timezone:

GetSQState example

Parameters

application_id:

application_name:

sq_queue_id:

sq_queue_name:

timezone:

Returns

result:

RequestSmartQueueHistory example

Parameters

application_id:

application_name:

decimal_separator:

desc_order:

from_date:

group_by:

interval:

max_waiting_sec:

omit_empty:

report_type:

sq_queue_id:

sq_queue_name:

timezone:

to_date:

user_id:

user_name:

with_header:

Returns

history_report_id:

result:

SQ_AddQueue example

Parameters

application_id: