Queues
Methods
AddQueue
Adds a new ACD queue.
To call this method, make sure your service account has one of the following roles:
Parameters
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
application_id:
number
The application ID
application_name:
string
The application name that can be used instead of application_id
auto_binding:
boolean
OptionalDefaults on: trueWhether to enable the auto binding of operators to a queue by skills comparing
average_service_time:
number
OptionalThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction
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
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
Returns
acd_queue_id:
number
The ACD queue ID
result:
number
1
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
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: trueWhether 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
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 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
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
abbreviation:
boolean
OptionalDefaults on: trueWhether 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
OptionalDefaults on: allThe ACD queue ID list separated by semicolons (;). Use the 'all' value to select all ACD queues
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
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
OptionalDefaults on: userIf 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
OptionalDefaults on: SA;HT;TT;ACW;ACList 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
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'
user_id:
intlist
The user ID list separated by semicolons (;). Use the 'all' value to select all users
Returns
List of groups, grouped by user ID or date according to the 'group' 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
acd_status:
stringlist
OptionalDefaults on: allThe ACD status list separated by semicolons (;). The following values are possible: OFFLINE, ONLINE, READY, BANNED, IN_SERVICE, AFTER_SERVICE, TIMEOUT, DND
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
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
OptionalDefaults on: userIf 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
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'
user_id:
stringlist
The user ID list separated by semicolons (;). Use the 'all' value to select all users
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
abbreviation:
boolean
OptionalDefaults on: trueWhether 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
OptionalDefaults on: allThe ACD queue ID list separated by semicolons (;). Use the 'all' value to select all ACD queues
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
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
OptionalDefaults on: WT;SA;AT;HT;TT;ACW;TC;AC;UAC;RC;SLList 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
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'
Returns
result:
List of records grouped grouped by date according to the 'aggregation' method call argument
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 semicolons (;). Use the 'all' value to select all ACD queues
Returns
result:
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
count:
number
OptionalDefaults on: 20The max returning record count
excluded_skill_id:
number
OptionalThe excluded skill ID to filter
offset:
number
OptionalDefaults on: 0The first N records are skipped in the output
showing_skill_id:
number
OptionalThe skill to show in the 'skills' field output
skill_id:
number
OptionalThe skill ID to filter
with_operatorcount:
boolean
OptionalDefaults on: falseWhether to include the number of agents bound to the queue
with_skills:
boolean
OptionalDefaults on: falseWhether to get the bound skills
Returns
count:
number
The returned queue count
result:
total_count:
number
The total found queue count
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
acd_queue_priority:
number
OptionalThe integer queue priority. The highest priority is 0
application_id:
number
OptionalThe new application ID
auto_binding:
boolean
OptionalWhether to enable the auto binding of operators to a queue by skills comparing
average_service_time:
number
OptionalThe average service time in seconds. Specify the parameter to correct or initialize the waiting time prediction
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
new_acd_queue_name:
string
OptionalThe new queue name. The length must be less than 100
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
Returns
result:
number
1