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SmartQueue

Methods

GetSmartQueueDayHistory

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

GetSmartQueueDayHistory example

GetSmartQueueDayHistory example

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

Parameters

  • application_id:

    number

    The application ID to search by

  • application_name:

    string

    The application name to search by. Can be used instead of the application_id parameter

  • 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

  • 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

  • sq_queue_id:

    intlist

    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

  • sq_queue_name:

    stringlist

    Optional

    The SmartQueue name list separated by semicolons (;). Can be used instead of sq_queue_id

  • timezone:

    string

    Optional
    Defaults on:  UTC

    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

  • user_name:

    stringlist

    Optional

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

Returns

GetSmartQueueRealtimeMetrics

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

GetSmartQueueRealtimeMetrics example

GetSmartQueueRealtimeMetrics example

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

Parameters

  • application_id:

    number

    The application ID to search by

  • application_name:

    string

    The application name to search by. Can be used instead of the application_id parameter

  • 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

  • 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

  • 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

  • sq_queue_name:

    stringlist

    Optional

    The SmartQueue name list separated by semicolons (;). Can be used instead of sq_queue_id

  • timezone:

    string

    Optional
    Defaults on:  UTC

    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

  • user_name:

    stringlist

    Optional

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

Returns

GetSQState

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Gets the current state of the specified SmartQueue.

GetSQState example

GetSQState example

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

Parameters

  • application_id:

    number

    The application ID to search by

  • application_name:

    string

    Optional

    The application name to search by. Can be used instead of the application_id parameter

  • sq_queue_id:

    intlist

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

  • sq_queue_name:

    stringlist

    Optional

    The SmartQueue name list separated by semicolons (;). Can be used instead of sq_queue_id

  • timezone:

    string

    Optional
    Defaults on:  UTC

    The selected timezone or the 'auto' value (the account location)

Returns

RequestSmartQueueHistory

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

RequestSmartQueueHistory example

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

    The application ID to search by

  • application_name:

    string

    The application name to search by. Can be used instead of the application_id parameter

  • 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

  • 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

  • sq_queue_id:

    intlist

    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

  • sq_queue_name:

    stringlist

    Optional

    The SmartQueue name list separated by semicolons (;). Can be used instead of sq_queue_id

  • timezone:

    string

    Optional
    Defaults on:  UTC

    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

  • user_name:

    stringlist

    Optional

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

Returns

  • history_report_id:

    number

    History report ID

  • result:

    number

    1

SQ_AddQueue

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Adds a new queue.

SQ_AddQueue example

SQ_AddQueue example

Add a new queue.

Parameters

  • application_id:

    number

    ID of the application to bind to

  • application_name:

    string

    Optional

    Name of the application to bind to. Can be used instead of application_id

  • 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

  • call_task_selection:

    string

    Call type requests prioritizing strategy. Accepts one of the SQTaskSelectionStrategies enum values

  • description:

    string

    Optional

    Comment, up to 200 characters

  • 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

  • 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

  • sq_queue_id:

    number

    ID of the added queue

SQ_AddSkill

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Adds a new skill to the app.

SQ_AddSkill example

SQ_AddSkill example

Add a new skill.

Parameters

  • application_id:

    number

    ID of the application to bind to

  • application_name:

    string

    Optional

    Name of the application to bind to. Can be used instead of application_id

  • description:

    string

    Optional

    Comment, up to 200 characters

  • sq_skill_name:

    string

    Unique skill name within the application

Returns

  • result:

    number

    1

SQ_BindAgent

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Binds agents to a queue.

SQ_BindAgent example

SQ_BindAgent example

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

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • bind_mode:

    string

    Optional
    Defaults on:  add_queues

    Binding mode. Accepts one of the SQAgentBindingModes enum values

  • sq_queue_id:

    string

    ID of the SmartQueue. Pass a list of values divided by ; or the "all" keyword

  • sq_queue_name:

    string

    Optional

    Name of the SmartQueue. Pass a list of names divided by ; or the "all" keyword

  • user_id:

    intlist

    List of user IDs separated by semicolons (;). Use 'all' to select all the users

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

Returns

  • result:

    number

    1

SQ_BindSkill

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Binds skills to agents.

SQ_BindSkill example

SQ_BindSkill example

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

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • bind_mode:

    string

    Optional
    Defaults on:  add_queues

    Binding mode. Accepts one of the SQSkillBindingModes enum values

  • sq_skills:

    Object

    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

    List of user IDs separated by semicolons (;). Use 'all' to select all the users

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

Returns

  • result:

    number

    1

SQ_DeleteAgentCustomStatusMapping

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

SQ_DeleteAgentCustomStatusMapping example

SQ_DeleteAgentCustomStatusMapping example

Remove a mapping for sq_status_name = READY.

Parameters

  • application_id:

    number

    Application ID

  • sq_status_name:

    string

    Optional

    Status name

Returns

  • result:

    number

    1

SQ_DelQueue

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Deletes a queue.

SQ_DelQueue example

SQ_DelQueue example

Delete the queue with id = 3.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • sq_queue_id:

    intlist

    List of SmartQueue IDs separated by semicolons (;). Use 'all' to delete all the queues

  • sq_queue_name:

    stringlist

    Optional

    List of SmartQueue names separated by semicolons (;). Can be used instead of sq_queue_id

Returns

  • result:

    number

    1

SQ_DelSkill

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Deletes a skill and detaches it from agents.

SQ_DelSkill example

SQ_DelSkill example

Delete the skill with id = 5.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • sq_skill_id:

    intlist

    List of skill IDs separated by semicolons (;). Use 'all' to delete all the skills

  • sq_skill_name:

    stringlist

    Optional

    List of skill names separated by semicolons (;). Can be used instead of sq_skill_id

Returns

  • result:

    number

    1

SQ_GetAgentCustomStatusMapping

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Returns the mapping list of SQ statuses and custom statuses. SQ statuses are returned whether or not they have mappings to custom statuses.

SQ_GetAgentCustomStatusMapping example

SQ_GetAgentCustomStatusMapping example

Get the status mappings.

Parameters

  • application_id:

    number

    Optional

    Application ID

Returns

  • custom_status_name:

    string

    Custom status name

  • sq_status_name:

    string

    Status name

SQ_GetAgents

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Gets agents.

SQ_GetAgents example

SQ_GetAgents example

Get all agents with their current statuses.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • count:

    number

    Optional
    Defaults on:  20

    Number of items to show in the output

  • excluded_sq_queue_id:

    number

    Optional

    ID of the SmartQueue to exclude

  • excluded_sq_queue_name:

    string

    Optional

    Name of the SmartQueue to exclude. Can be used instead of excluded_sq_queue_id

  • handle_calls:

    boolean

    Whether the agent can handle calls. When set to false, the agent is excluded from the CALL-request distribution

  • 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

  • sq_queue_name:

    stringlist

    Optional

    List of SmartQueue names separated by semicolons (;). Can be used instead of sq_queue_id

  • sq_skills:

    Object

    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:

    Object

    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 (;)

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

  • 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

SQ_GetQueues

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Gets the queue(s).

SQ_GetQueues example

SQ_GetQueues example

Get all the queues.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • count:

    number

    Optional
    Defaults on:  20

    Number of items to show in the output

  • excluded_user_id:

    number

    Optional

    ID of the user that is not bound to the queue

  • excluded_user_name:

    string

    Optional

    Name of the user that is not bound to the queue. Can be used instead of excluded_user_id

  • 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 (;)

  • sq_queue_name:

    stringlist

    Optional

    List of SmartQueue names separated by semicolons (;). Can be used instead of sq_queue_id

  • sq_queue_name_template:

    string

    Optional

    Substring of the SmartQueue name to filter

  • user_id:

    number

    Optional

    ID of the user that is bound to the queue

  • user_name:

    string

    Optional

    Name of the user that is bound to the queue. Can be used instead of user_id

  • with_agentcount:

    boolean

    Optional
    Defaults on:  false

    Whether to include the number of agents bound to the queue

Returns

SQ_GetSkills

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Gets the skill(s).

SQ_GetSkills example

SQ_GetSkills example

Get the skills with id 2 and 4

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • count:

    number

    Optional
    Defaults on:  20

    Number of items to show in the output

  • excluded_user_id:

    number

    Optional

    ID of the user that is not bound to the skill

  • excluded_user_name:

    string

    Optional

    Name of the user that is not bound to the skill. Can be used instead of excluded_user_id

  • 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 (;)

  • sq_skill_name:

    stringlist

    Optional

    List of skill names separated by semicolons (;). Can be used instead of sq_skill_id

  • 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 (;)

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

Returns

SQ_SetAgentCustomStatusMapping

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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

SQ_SetAgentCustomStatusMapping example

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

Parameters

  • application_id:

    number

    Application ID

  • custom_status_name:

    string

    Custom status name

  • sq_status_name:

    string

    Status name

Returns

  • result:

    number

    1

SQ_SetAgentInfo

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Edits the agent settings.

SQ_SetAgentInfo example

SQ_SetAgentInfo example

Edit settings of the agent with id = 2.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • handle_calls:

    boolean

    Whether the agent can handle calls. When set to false, the agent is excluded from the CALL-request distribution

  • max_simultaneous_conversations:

    number

    Optional
    Defaults on:  5

    Maximum number of chats that the user processes simultaneously

  • user_id:

    intlist

    List of user IDs separated by semicolons (;). Use 'all' to select all the users

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

Returns

  • result:

    number

    1

SQ_SetQueueInfo

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Edits an existing 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
SQ_SetQueueInfo example

SQ_SetQueueInfo example

Edit the queue with id = 1.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • 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
    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

  • 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

  • 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

  • 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
    Defaults on:  10

    The queue's priority from 1 to 100

  • sq_queue_id:

    number

    ID of the SmartQueue to search for

  • sq_queue_name:

    string

    Optional

    Name of the SmartQueue to search for. Can be used instead of sq_queue_id

Returns

  • result:

    number

    1

SQ_SetSkillInfo

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Edits an existing skill.

SQ_SetSkillInfo example

SQ_SetSkillInfo example

Edit a skill.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • 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

    ID of the skill

  • sq_skill_name:

    string

    Optional

    Name of the skill. Can be used instead of sq_skill_id

Returns

  • result:

    number

    1

SQ_UnbindAgent

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Unbinds agents from queues.

SQ_UnbindAgent example

SQ_UnbindAgent example

Unbind the agent with id 1 from all queues.

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • sq_queue_id:

    intlist

    List of SmartQueue IDs separated by semicolons (;). Use 'all' to select all the queues

  • sq_queue_name:

    stringlist

    Optional

    List of SmartQueue names separated by semicolons (;). Can be used instead of sq_queue_id

  • user_id:

    intlist

    List of user IDs separated by semicolons (;). Use 'all' to select all the users

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

Returns

  • result:

    number

    1

SQ_UnbindSkill

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Unbinds skills from agents.

SQ_UnbindSkill example

SQ_UnbindSkill example

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

Parameters

  • application_id:

    number

    ID of the application to search by

  • application_name:

    string

    Optional

    Name of the application to search by. Can be used instead of application_id

  • sq_skill_id:

    intlist

    List of skill IDs separated by semicolons (;). Use 'all' to undbind all the skills

  • sq_skill_name:

    stringlist

    Optional

    List of skill names separated by semicolons (;). Can be used instead of sq_skill_id

  • user_id:

    intlist

    List of user IDs separated by semicolons (;). Use 'all' to select all the users

  • user_name:

    stringlist

    Optional

    List of user names separated by semicolons (;). Can be used instead of user_id

Returns

  • result:

    number

    1