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• Request
• Response
• Examples

Accept an engagement assignment

post

/engagement/api/agent/{fqSiteName}/v1/assignmentAcknowledgement

This operation is used by the agent to accept an engagement assignment.
The following is the list of exception codes that can be returned from this operation:

• ACCESS_DENIED - Authentication failed.
• UNKNOWN_EXCEPTION - An unknown error has occurred.
• BAD_REQUEST - A field in the request is invalid.
• INTERNAL_SERVER_ERROR - An error occurred within the core server.

Request

Supported Media Types

• application/json; charset=utf-8

Path Parameters

• fqSiteName: string
  The fully qualified site name.

Header Parameters

• X-AID: string
  A header element containing the agent account identifier.
• X-JSESSIONID: string
  A header element containing the unique session identifier returned in the create automated agent session call.

Body ()

The object containing the request information.

Root Schema : com.rightnow.chat.rest.agent_api.model.requests.v1.AssignmentAcknowledgementRequest

Type: object

Show Source

• action: string
  Allowed Values: [ "NONE", "ACCEPT", "DECLINE", "UNAVAILABLE", "AVAILABLE" ]

  The assignment action.
• actionType: string
  Allowed Values: [ "NONE", "MANUAL", "AUTO" ]

  The agent status.
• assignmentType: string
  Allowed Values: [ "NONE", "CONFERENCE", "LEAD", "TRANSFER", "MONITOR" ]

  The assignment type.
• engagementId: integer(int64)
  The unique identifier of the chat engagement.
• sequenceNumber(optional): integer(int64)
  The client application defined transaction sequence number.
• timeCreated(optional): integer(int64)
  The time the request was created in milliseconds.

{
    "required":[
        "action",
        "actionType",
        "assignmentType",
        "engagementId"
    ],
    "properties":{
        "action":{
            "type":"string",
            "description":"The assignment action.",
            "enum":[
                "NONE",
                "ACCEPT",
                "DECLINE",
                "UNAVAILABLE",
                "AVAILABLE"
            ]
        },
        "assignmentType":{
            "type":"string",
            "description":"The assignment type.",
            "enum":[
                "NONE",
                "CONFERENCE",
                "LEAD",
                "TRANSFER",
                "MONITOR"
            ]
        },
        "engagementId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the chat engagement."
        },
        "actionType":{
            "type":"string",
            "description":"The agent status.",
            "enum":[
                "NONE",
                "MANUAL",
                "AUTO"
            ]
        },
        "timeCreated":{
            "type":"integer",
            "format":"int64",
            "description":"The time the request was created in milliseconds."
        },
        "sequenceNumber":{
            "type":"integer",
            "format":"int64",
            "description":"The client application defined transaction sequence number."
        }
    }
}

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Response

Supported Media Types

• application/json; charset=utf-8

200 Response

The request completed successfully.

Body ()

Root Schema : com.rightnow.chat.rest.agent_api.model.responses.v1.AssignmentAcknowledgementResponse

Type: object

Show Source

• chatAssignmentAcknowledgementResult(optional): object com.rightnow.chat.rest.agent_api.model.responses.v1.results.ChatAssignmentAcknowledgementResult
• chatSystemError(optional): object com.rightnow.chat.rest.agent_api.model.types.v1.ChatSystemError
• clientId(optional): integer(int64)
  The unique identifier of the agent client, created to identify the agent during this agent session.
• clientIdString(optional): string
  The unique identifier of the agent client in string format, created to identify the agent during this agent session.
• clientSendTime(optional): integer(int64)
  The time when the client request was received in yyyy-MM-dd'T'HH:mm:ssXXX format.
• sequenceNumber(optional): integer(int64)
  The client application defined transaction sequence number.
• sequenceNumberString(optional): string
  The client application defined transaction sequence number as a string.
• serviceFinishTime(optional): integer(int64)
  The time when the chat server completed processing the client request in yyyy-MM-dd'T'HH:mm:ssXXX format.
• serviceStartTime(optional): integer(int64)
  The time when the chat server began processing the client request in yyyy-MM-dd'T'HH:mm:ssXXX format.
• sessionId(optional): string
  The unique identifier of the agent session.

{
    "properties":{
        "chatAssignmentAcknowledgementResult":{
            "description":"The object containing the transaction results.",
            "$ref":"#/definitions/com.rightnow.chat.rest.agent_api.model.responses.v1.results.ChatAssignmentAcknowledgementResult"
        },
        "chatSystemError":{
            "description":"The chat system error result object.",
            "$ref":"#/definitions/com.rightnow.chat.rest.agent_api.model.types.v1.ChatSystemError"
        },
        "clientSendTime":{
            "type":"integer",
            "format":"int64",
            "description":"The time when the client request was received in yyyy-MM-dd'T'HH:mm:ssXXX format."
        },
        "serviceStartTime":{
            "type":"integer",
            "format":"int64",
            "description":"The time when the chat server began processing the client request in yyyy-MM-dd'T'HH:mm:ssXXX format."
        },
        "serviceFinishTime":{
            "type":"integer",
            "format":"int64",
            "description":"The time when the chat server completed processing the client request in yyyy-MM-dd'T'HH:mm:ssXXX format."
        },
        "sessionId":{
            "type":"string",
            "description":"The unique identifier of the agent session."
        },
        "clientId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the agent client, created to identify the agent during this agent session."
        },
        "clientIdString":{
            "type":"string",
            "description":"The unique identifier of the agent client in string format, created to identify the agent during this agent session."
        },
        "sequenceNumber":{
            "type":"integer",
            "format":"int64",
            "description":"The client application defined transaction sequence number."
        },
        "sequenceNumberString":{
            "type":"string",
            "description":"The client application defined transaction sequence number as a string."
        }
    }
}

Nested Schema : com.rightnow.chat.rest.agent_api.model.responses.v1.results.ChatAssignmentAcknowledgementResult

Type: object

Show Source

• accountId: integer(int64)
  The account identifier.
• accountIdString: string
  The account identifier as a string.
• action: string
  Allowed Values: [ "NONE", "ACCEPT", "DECLINE", "UNAVAILABLE", "AVAILABLE" ]

  The agent status.
• clientList(optional): array clientList
  The list of client information objects.
• engagementId: integer(int64)
  The unique identifier of the chat engagement.
• engagementIdString: string
  The engagement identifier as a string.

{
    "required":[
        "accountId",
        "accountIdString",
        "action",
        "engagementId",
        "engagementIdString"
    ],
    "properties":{
        "clientList":{
            "type":"array",
            "description":"The list of client information objects.",
            "items":{
                "$ref":"#/definitions/com.rightnow.chat.rest.agent_api.model.types.v1.ChatClientInfo"
            }
        },
        "engagementId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the chat engagement."
        },
        "engagementIdString":{
            "type":"string",
            "description":"The engagement identifier as a string."
        },
        "action":{
            "type":"string",
            "description":"The agent status.",
            "enum":[
                "NONE",
                "ACCEPT",
                "DECLINE",
                "UNAVAILABLE",
                "AVAILABLE"
            ]
        },
        "accountId":{
            "type":"integer",
            "format":"int64",
            "description":"The account identifier."
        },
        "accountIdString":{
            "type":"string",
            "description":"The account identifier as a string."
        }
    }
}

Nested Schema : com.rightnow.chat.rest.agent_api.model.types.v1.ChatSystemError

Type: object

Show Source

• errorCondition(optional): string
  The error condition.
• text(optional): string
  The error text.
• type(optional): string
  The error type.

{
    "properties":{
        "errorCondition":{
            "type":"string",
            "description":"The error condition."
        },
        "text":{
            "type":"string",
            "description":"The error text."
        },
        "type":{
            "type":"string",
            "description":"The error type."
        }
    }
}

Nested Schema : clientList

Type: array

The list of client information objects.

Show Source

• Array of: object com.rightnow.chat.rest.agent_api.model.types.v1.ChatClientInfo

{
    "type":"array",
    "description":"The list of client information objects.",
    "items":{
        "$ref":"#/definitions/com.rightnow.chat.rest.agent_api.model.types.v1.ChatClientInfo"
    }
}

Nested Schema : com.rightnow.chat.rest.agent_api.model.types.v1.ChatClientInfo

Type: object

Show Source

• accountId: integer(int64)
  The account identifier.
• accountIdString: string
  The account identifier as a string.
• connectionState: string
  Allowed Values: [ "NONE", "ABSENT", "ACTIVE", "DISCONNECTED" ]

  The connection state.
• id: integer(int64)
  The client identifier.
• idString: string
  The client identifier as a string.
• name: string
  The client name.
• role: string
  Allowed Values: [ "NONE", "END_USER", "CONFEREE", "LEAD", "MONITOR", "TRANSIENT" ]

  The client role.
• type: string
  Allowed Values: [ "NONE", "ADMINISTRATOR", "AGENT", "END_USER", "SUPERVISOR", "UNKNOWN", "UNIVERSAL_QUEUE", "VIRTUAL_AGENT" ]

  The client type.

{
    "required":[
        "accountId",
        "accountIdString",
        "connectionState",
        "id",
        "idString",
        "name",
        "role",
        "type"
    ],
    "properties":{
        "name":{
            "type":"string",
            "description":"The client name."
        },
        "type":{
            "type":"string",
            "description":"The client type.",
            "enum":[
                "NONE",
                "ADMINISTRATOR",
                "AGENT",
                "END_USER",
                "SUPERVISOR",
                "UNKNOWN",
                "UNIVERSAL_QUEUE",
                "VIRTUAL_AGENT"
            ]
        },
        "id":{
            "type":"integer",
            "format":"int64",
            "description":"The client identifier."
        },
        "idString":{
            "type":"string",
            "description":"The client identifier as a string."
        },
        "connectionState":{
            "type":"string",
            "description":"The connection state.",
            "enum":[
                "NONE",
                "ABSENT",
                "ACTIVE",
                "DISCONNECTED"
            ]
        },
        "role":{
            "type":"string",
            "description":"The client role.",
            "enum":[
                "NONE",
                "END_USER",
                "CONFEREE",
                "LEAD",
                "MONITOR",
                "TRANSIENT"
            ]
        },
        "accountId":{
            "type":"integer",
            "format":"int64",
            "description":"The account identifier."
        },
        "accountIdString":{
            "type":"string",
            "description":"The account identifier as a string."
        }
    }
}

400 Response

The validation of the request object failed.

Body ()

Root Schema : schema

Type: object

403 Response

The agent session identifier is unknown.

Body ()

Root Schema : schema

Type: object

404 Response

The resource was not found.

Body ()

Root Schema : schema

Type: object

500 Response

An error occurred in the chat server while processing the request.

Body ()

Root Schema : schema

Type: object

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Examples

The following example shows how to inform the chat server that the agent will accept or decline an engagement assignment.

cURL Command Example

curl -X POST https://chat_rest_server_domain.com/engagement/api/agent/day001_221100_sql_001h/v1/assignmentAcknowledgement?pool=297:1 -H 'Content-Type: application/json; charset=UTF-8' -H 'X-JSESSIONID: node01h8m13tljpm7ns8nayp0pid91' -d ' -H 'X-AID: 12' {"timeCreated" :1618317020415, "sequenceNumber" : 1, "action" : "ACCEPT", "assignmentType": "LEAD", "actionType": "MANUAL", "engagementId": 1000}'

Request Body Example

The following shows an example of the request body in JSON format.

{
  "timeCreated" : 1618317020415,
  "sequenceNumber" : 1,
  "action" : "ACCEPT",
  "assignmentType": "LEAD",
  "actionType": "MANUAL",
  "engagementId": 1000
}

Response Header Example

The following shows an example of the response header.

Status: 200 OK
Content-Type: application/json;charset=utf-8

Response Body Example

The following shows an example of the response body in JSON format.

{
  "chatAssignmentAcknowledgementResult": {
    "clientList": [
    {
	"name": "John Doe",
	"type": "END_USER",
	"id": 940,
	"idString": "940",
	"connectionState": "ACTIVE",
	"role": "END_USER",
	"accountId": 0,
	"accountIdString": "0"
    },
    {
	"name": "Some Agent",
	"type": "AGENT",
	"id": 939,
	"idString": "939",
	"connectionState": "ACTIVE",
	"role": "LEAD",
	"accountId": 12,
	"accountIdString": "12"
    }
    ],
    "engagementId": 1000,
    "engagementIdString": "1000",
    "action": "ACCEPT",
    "accountId": 0,
    "accountIdString": "0"
    },
    "chatSystemError": null,
    "clientSendTime": 1618302560000,
    "serviceStartTime": 1647960946752,
    "serviceFinishTime": 1647960946946,
    "sessionId": "node01h8m13tljpm7ns8nayp0pid91",
    "clientId": 939,
    "clientIdString": "939",
    "sequenceNumber": 1,
    "sequenceNumberString": "1"
}

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