[Index]
Model ref.: device/uccx/ContactServiceQueue
The full URL would include the host-proxy name: https://[host-proxy].
Variables are enclosed in square brackets.
{
"$schema": "http://json-schema.org/draft-03/schema",
"type": "object",
"properties": {
"queueType": {
"readonly": true,
"type": "string",
"description": "Display only (Voice). Agents in this CSQ can handle inbound and outbound voice calls.",
"title": "Queue Type"
},
"name": {
"required": true,
"type": "string",
"description": "Enter a meaningful name that is concise, yet easy to recognize (for example, Language Experts).",
"title": "Name"
},
"serviceLevel": {
"default": 5,
"required": true,
"type": "integer",
"description": "The target maximum number of seconds a call is queued before it is connected to an agent.",
"title": "Service Level"
},
"autoWork": {
"default": false,
"type": "boolean",
"description": "Determines whether agents handling calls that are routed through this CSQ automatically enter the Work state when a call ends.",
"title": "Automatic Work"
},
"id": {
"readonly": true,
"type": "string",
"title": "Skill ID"
},
"resourceGroup": {
"type": "object",
"properties": {
"agents": {
"items": {
"target": "/api/device/uccx/Agent/choices/?field=userID&format=json&hierarchy=[hierarchy]&auth_token=[authtoken],
"format": "uri",
"choices": [],
"target_attr": "userID",
"target_model_type": "device/uccx/Agent",
"type": "string"
},
"type": "array",
"title": "Agents"
},
"selectionCriteria": {
"default": "Longest Available",
"choices": [
{
"value": "Longest Available",
"title": "Longest Available"
},
{
"value": "Linear",
"title": "Linear"
},
{
"value": "Circular",
"title": "Circular"
},
{
"value": "Most Handled Contacts",
"title": "Most Handled Contacts"
},
{
"value": "Shortest Average Handle Time",
"title": "Shortest Average Handle Time"
}
],
"type": "string",
"description": "",
"title": "Selection Criteria"
},
"resourceGroupName": {
"target": "/api/device/uccx/ResourceGroup/choices/?field=name&format=json&hierarchy=[hierarchy]&auth_token=[authtoken],
"format": "uri",
"title": "Resource Group",
"convert_to_primary_key": true,
"choices": [],
"target_attr": "name",
"target_model_type": "device/uccx/ResourceGroup",
"type": "string"
}
},
"title": "Resource Group Settings"
},
"skillGroup": {
"type": "object",
"properties": {
"skills": {
"items": {
"type": "object",
"properties": {
"competencelevel": {
"default": 5,
"choices": [
{
"value": 1,
"title": "1"
},
{
"value": 2,
"title": "2"
},
{
"value": 3,
"title": "3"
},
{
"value": 4,
"title": "4"
},
{
"value": 5,
"title": "5"
},
{
"value": 6,
"title": "6"
},
{
"value": 7,
"title": "7"
},
{
"value": 8,
"title": "8"
},
{
"value": 9,
"title": "9"
},
{
"value": 10,
"title": "10"
}
],
"type": "integer",
"title": "Minimum Competence Level"
},
"skillName": {
"target": "/api/device/uccx/Skill/choices/?field=name&format=json&hierarchy=[hierarchy]&auth_token=[authtoken],
"format": "uri",
"title": "Skill",
"convert_to_primary_key": true,
"choices": [],
"target_attr": "name",
"target_model_type": "device/uccx/Skill",
"type": "string"
},
"weight": {
"default": "1",
"type": "string",
"title": "Weight"
}
}
},
"type": "array",
"title": "Skills"
},
"selectionCriteria": {
"default": "Longest Available",
"choices": [
{
"value": "Longest Available",
"title": "Longest Available"
},
{
"value": "Most Handled Contacts",
"title": "Most Handled Contacts"
},
{
"value": "Shortest Average Handle Time",
"title": "Shortest Average Handle Time"
},
{
"value": "Most Skilled",
"title": "Most Skilled"
},
{
"value": "Least Skilled",
"title": "Least Skilled"
},
{
"value": "Most Skilled by Weight",
"title": "Most Skilled by Weight"
},
{
"value": "Least Skilled by Weight",
"title": "Least Skilled by Weight"
},
{
"value": "Most Skilled by Order",
"title": "Most Skilled by Order"
},
{
"value": "Least Skilled by Order",
"title": "Least Skilled by Order"
}
],
"type": "string",
"description": "Longest Available - Selects the agent who has been in the Available state for the longest amount of time.\nMost Handled Contacts - Selects the agent who has handled the most calls.\nShortest Average Handle Time - Selects the agent who generally spends the least amount of time talking to customers.\nMost Skilled - Used for expert agent call distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent's competency levels for each of their assigned skills that are also assigned to the CSQ.\n Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12.\n Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1 for CSQ1 is 5.\nLeast Skilled - Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent\u2019s competency level in each assigned skill.\nMost Skilled by Weight - Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill\u2019s associated weight.\nLeast Skilled by Weight - Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill\u2019s associated weight.\nMost Skilled by Order - Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list.\nLeast Skilled by Order - Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list.",
"title": "Selection Criteria"
}
},
"title": "Skill Group"
},
"wrapupTime": {
"default": 0,
"type": "integer",
"description": "Determines the length of the Work state for this CSQ when a call ends. Value of 0 means disabled.",
"title": "Wrap up Time"
},
"serviceLevelPercentage": {
"default": 70,
"required": true,
"type": "integer",
"description": "The target goal for percentage of contacts that meet the service level.\nFor example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds.",
"title": "Service Level Percentage"
},
"queueAlgorithm": {
"readonly": true,
"type": "string",
"description": "Display only. Displays the criteria used for queuing the contacts. For example, First In, First Out.",
"title": "Queue Algorithm"
},
"resourcePoolType": {
"default": "Resource Skills",
"choices": [
{
"value": "Resource Skills",
"title": "Resource Skills"
},
{
"value": "Resource Group",
"title": "Resource Group"
}
],
"type": "string",
"description": "To create a skills-based or resource group-based CSQ.",
"title": "Resource Pool Type"
}
},
"schema_version": "11.6.1"
}
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Get the GUI Add form. | GET | /api/device/uccx/ContactServiceQueue/add/ |
|
The GUI Add form of device/uccx/ContactServiceQueue as JSON |
The API call to the /add/ URL can only be made from a hierarchy that allows the model type to be added. The actions in the response shows the url for the POST API call to create an instance.
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Create | POST | /api/device/uccx/ContactServiceQueue/ | hierarchy=[hierarchy] |
|
tool/Transaction/[trans pkid]to inspect the created resource and its instance pkid.
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Bulk delete [pkid1],[pkid2]... | DELETE | /api/device/uccx/ContactServiceQueue/ | hierarchy=[hierarchy] | {"hrefs":["/api/device/uccx/ContactServiceQueue/[pkid1]", "/api/device/uccx/ContactServiceQueue/[pkid2]", ...]} |
GET http://[host-proxy]/api/device/uccx/ContactServiceQueue/?hierarchy=[hierarchy]&format=json
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Bulk Modify | GET | /api/device/uccx/ContactServiceQueue/bulk_update/?schema=&schema_rules=true |
|
|
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Bulk Modify | POST | /api/device/uccx/ContactServiceQueue/bulk_update/ |
|
For example: {"data":{"name":"value"}, "meta":{}, "request_meta":{ "hrefs":["/api/v0/device/uccx/ContactServiceQueue/[pkid1]", "/api/v0/device/uccx/ContactServiceQueue/[pkid2]",...]}} |
GET http://[host-proxy]/api/device/uccx/ContactServiceQueue/?hierarchy=[hierarchy]&format=json
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Move the instance with [pkid] to [target_hierarchy] | POST | /api/tool/DataMove/?model_type=device/uccx/ContactServiceQueue |
|
{"hrefs": ["/api/device/uccx/ContactServiceQueue/[pkid]"]} |
| Bulk Move | POST | /api/tool/DataMove/?model_type=device/uccx/ContactServiceQueue |
|
{"hrefs": ["/api/device/uccx/ContactServiceQueue/[pkid1]", "/api/device/uccx/ContactServiceQueue/[pkid2]",...]} |
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Get a selected [export_format] of the schema and instances [pkid1], [pkid2],... of device/uccx/ContactServiceQueue; optionally with tag_version at [version] and Configuration Template as [configtemplate]. | POST | /api/device/uccx/ContactServiceQueue/export/ |
|
{ "hrefs":["/api/device/uccx/ContactServiceQueue/[pkid1]", "/api/device/uccx/ContactServiceQueue/[pkid2]",...]}} |
For export_format=json, the response is a time stamped zip file of data in JSON as in the system database. Item properties such as strings that are empty or Boolean values that are not set, are not included. The filename in the response is of the format as the example:
Content-Disposition: attachment; filename=export_2013-05-17_14:20:19.186444.json.zip
Content-Language:en
Content-Type:application/x-zip
For export_format=raw_xlsx, the response is a MS Excel spreadsheet with columns corresponding to the JSON format export and a response filename format:
Content-Disposition: attachment; filename=<resource_type>_<resource_name>_exportedsheet_CCYY-MM-DD_HH-MM-SS.xlsx
Content-Language:en
Content-Type:application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
For export_format=xlsx, the response is a MS Excel spreadsheet, arranged by any Field Display Policies that apply. The columns correspond with those of a Bulk Load Template export sheet. The response filename format is:
Content-Disposition: attachment; filename=<resource_type>_<resource_name>_exportedsheet_formatted_CCYY-MM-DD_HH-MM-SS.xlsx
Content-Language:en
Content-Type:application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
The XLSX format can be used to bulk load instances of device/uccx/ContactServiceQueue and the JSON format can be used to import instances of device/uccx/ContactServiceQueue.
GET http://[host-proxy]/api/device/uccx/ContactServiceQueue/?hierarchy=[hierarchy]
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Get a compressed format of the Bulk Load spreadsheet template for device/uccx/ContactServiceQueue | POST | /api/device/uccx/ContactServiceQueue/export_bulkload_template/ |
|
The response is an attachment of the format: filetype_bulkloadsheet.xlsx.gz |
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Configuration Template | GET | /api/device/uccx/ContactServiceQueue/configuration_template/ | hierarchy=[hierarchy] |
|
POST http://[host-proxy]/api/data/ConfigurationTemplate/?hierarchy=[hierarchy]
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Field Display Policy | GET | /api/device/uccx/ContactServiceQueue/field_display_policy/ | hierarchy=[hierarchy] |
|
POST http://[host-proxy]/api/data/FieldDisplayPolicy/?hierarchy=[hierarchy]
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Migration Template | GET | /api/device/uccx/ContactServiceQueue/migration/ |
|
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| List | GET | /api/device/uccx/ContactServiceQueue/ |
|
The device/uccx/ContactServiceQueue schema and all instances as JSON. |
(The list will return 0 to 3 device/uccx/ContactServiceQueue instances)
{
"operations": [
"list"
],
"pagination": {
"direction": "asc",
"order_by": "name",
"maximum_limit": 2000,
"skip": 0,
"current": "/api/device/uccx/ContactServiceQueue/?skip=0&limit=3&order_by=name&direction=asc&traversal=default",
"limit": 3,
"total_limit": null,
"total": 0
},
"meta": {
"tags": [],
"cached": true,
"title": "",
"business_key": {},
"schema_version": "11.6.1",
"references": {
"device": [
{
"pkid": "",
"href": ""
}
],
"children": [],
"parent": [
{
"pkid": "6t0ggef2c0deab00hb595101",
"href": "/api/data/HierarchyNode/6t0ggef2c0deab00hb595101"
}
],
"foreign_key": []
},
"actions": [
{
"add": {
"support_async": false,
"class": "add",
"href": "/api/device/uccx/ContactServiceQueue/add/?hierarchy=[hierarchy]",
"method": "GET",
"title": "Add"
}
},
{
"remove": {
"support_async": true,
"class": "delete",
"href": "/api/device/uccx/ContactServiceQueue/?hierarchy=[hierarchy]",
"method": "DELETE",
"title": "Delete"
}
},
{
"bulk_update_form": {
"support_async": false,
"class": "update",
"href": "/api/device/uccx/ContactServiceQueue/bulk_update/?hierarchy=[hierarchy]&schema=&schema_rules=true",
"method": "GET",
"title": "Bulk Modify"
}
},
{
"move": {
"title": "Move",
"support_async": true,
"class": "move",
"href": "/api/tool/DataMove/?hierarchy=[hierarchy]&model_type=device/uccx/ContactServiceQueue",
"method": "POST",
"view": "/api/tool/DataMove/?auth_token=[authtoken]
}
},
{
"export": {
"title": "Export",
"support_async": false,
"submit": "payload",
"class": "export",
"href": "/api/device/uccx/ContactServiceQueue/export/?hierarchy=[hierarchy]",
"method": "POST",
"view": "/api/view/ExportData/add/?auth_token=[authtoken]
}
},
{
"export_bulkload_template": {
"support_async": false,
"class": "bulkload_template",
"href": "/api/device/uccx/ContactServiceQueue/export_bulkload_template/?hierarchy=[hierarchy]",
"method": "POST",
"title": "Export Bulk Load Template"
}
},
{
"tag": {
"title": "Tag",
"support_async": true,
"method": "PATCH",
"href": "/api/device/uccx/ContactServiceQueue/+tag/?hierarchy=[hierarchy]",
"class": "tag",
"view": "/api/view/TagNameForm/add/?auth_token=[authtoken]
}
},
{
"tag_version": {
"title": "Tag Version",
"support_async": true,
"method": "PATCH",
"href": "/api/device/uccx/ContactServiceQueue/+tag_version/?hierarchy=[hierarchy]",
"class": "tag_version",
"view": "/api/view/TagVersionForm/add/?auth_token=[authtoken]
}
},
{
"configuration_template": {
"support_async": false,
"class": "config",
"href": "/api/device/uccx/ContactServiceQueue/configuration_template/?hierarchy=[hierarchy]",
"method": "GET",
"title": "Configuration Template"
}
},
{
"field_display_policy": {
"support_async": false,
"class": "display_policy",
"href": "/api/device/uccx/ContactServiceQueue/field_display_policy/?hierarchy=[hierarchy]",
"method": "GET",
"title": "Field Display Policy"
}
},
{
"migration": {
"support_async": false,
"class": "migration",
"href": "/api/device/uccx/ContactServiceQueue/migration/?hierarchy=[hierarchy]",
"method": "GET",
"title": "Migration Template"
}
},
{
"list": {
"support_async": false,
"class": "list",
"href": "/api/device/uccx/ContactServiceQueue/?hierarchy=[hierarchy]",
"method": "GET",
"title": "List"
}
},
{
"help": {
"support_async": false,
"class": "help",
"href": "/api/device/uccx/ContactServiceQueue/help?hierarchy=[hierarchy]",
"method": "GET",
"title": "Help"
}
},
{
"purge": {
"support_async": false,
"class": "purge",
"href": "/api/device/uccx/ContactServiceQueue/purge/?hierarchy=[hierarchy]",
"method": "POST",
"title": "Purge"
}
},
{
"transform": {
"support_async": false,
"class": "transform",
"href": "/api/device/uccx/ContactServiceQueue/transform/?hierarchy=[hierarchy]",
"method": "GET",
"title": "Transform Template"
}
}
],
"model_type": "device/uccx/ContactServiceQueue",
"model_specific_actions": [
"list",
"get",
"add",
"update",
"remove",
"move",
"clone",
"export",
"export_bulkload_template",
"bulk_update_form",
"configuration_template",
"field_display_policy",
"help",
"migration",
"transform",
"tag",
"tag_version"
],
"summary_attrs": [
{
"name": "name",
"title": "Name"
},
{
"name": "queueType",
"title": "Queue Type"
},
{
"name": "queueAlgorithm",
"title": "Queue Algorithm"
},
{
"name": "resourcePoolType",
"title": "Resource Pool Type"
},
{
"name": "autoWork",
"title": "Automatic Work"
},
{
"name": "wrapupTime",
"title": "Wrap up Time"
},
{
"name": "serviceLevel",
"title": "Service Level"
},
{
"name": "serviceLevelPercentage",
"title": "Service Level Percentage"
},
{
"allow_filtering": false,
"allow_ordering": false,
"name": "resourceGroup.resourceGroupName",
"title": "Resource Group"
},
{
"allow_filtering": true,
"name": "hierarchy_friendly_name",
"title": "Located At"
}
],
"api_version": "20.1.1",
"tagged_versions": []
},
"resources": []
}
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Get the on-line Help for device/uccx/ContactServiceQueue. | GET | /api/device/uccx/ContactServiceQueue/help | hierarchy=[hierarchy] | On-line help of Model ref.: device/uccx/ContactServiceQueue as HTML |
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Modify | PUT | /api/device/uccx/ContactServiceQueue/[pkid]/ | hierarchy=[hierarchy] | (For payload specification) |
For Bulk modification, refer to the Bulk Modify section.
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Delete | DELETE | /api/device/uccx/ContactServiceQueue/[pkid]/ | hierarchy=[hierarchy] |
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Clone instance with [pkid]. The schema rules are applied. | GET | /api/device/uccx/ContactServiceQueue/[pkid]/clone/?schema=&schema_rules=true |
|
A JSON payload with:
|
GET http://[host-proxy]/api/device/uccx/ContactServiceQueue/?hierarchy=[hierarchy]&format=json
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Move | POST | /api/tool/DataMove/[pkid]/?model_type=device/uccx/ContactServiceQueue | hierarchy=[hierarchy] | If payload required: |
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Get a selected [export_format] of the schema and a single instance with [pkid] of device/uccx/ContactServiceQueue; optionally with tag_version at [version] and Configuration Template as [configtemplate]. | GET | /api/device/uccx/ContactServiceQueue/[pkid]/export/ |
|
The response is an attachment. Refer to the list below. |
For export_format=raw_xlsx, the response is a "raw" MS Excel spreadsheet with columns corresponding to the JSON format export and a response format:
Content-Disposition: attachment; filename=<resource_type>_<resource_name>_exportedsheet_CCYY-MM-DD_HH-MM-SS.xlsx
Content-Language:en
Content-Type:application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
For export_format=xlsx, the response is a MS Excel spreadsheet, formatted to show all columns and a response format:
Content-Disposition: attachment; filename=<resource_type>_<resource_name>_exportedsheet_formatted_CCYY-MM-DD_HH-MM-SS.xlsx
Content-Language:en
Content-Type:application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
For export_format=json, the response is a time stamped zip file of data in JSON and a response format:
Content-Disposition: attachment; filename=export_2013-05-17_14:20:19.186444.json.zip
Content-Language:en
Content-Type:application/x-zip
The XLSX format can be used to bulk load instances of device/uccx/ContactServiceQueue and the JSON format can be used to import instances of device/uccx/ContactServiceQueue.
For Bulk Export, refer to the Bulk Export section.
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Tag | PATCH | /api/device/uccx/ContactServiceQueue/[pkid]/+tag/ | hierarchy=[hierarchy] | If payload required: |
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Get | GET | /api/device/uccx/ContactServiceQueue/[pkid]/ | hierarchy=[hierarchy] | The device/uccx/ContactServiceQueue instance with [pkid]. |
| Task | Call | URL | Parameters | Response |
|---|---|---|---|---|
| Help | GET | /api/device/uccx/ContactServiceQueue/[pkid]/help | hierarchy=[hierarchy] | The on-line Help for device/uccx/ContactServiceQueue. |
| Task | Call | URL | Parameters | Payload |
|---|---|---|---|---|
| Purge | POST | /api/device/uccx/ContactServiceQueue/[pkid]/purge/ | hierarchy=[hierarchy] | If payload required: |