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Reroute an engagement

post

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

This operation reroutes the engagement to the escalation queue defined by the site's rules.
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.
• ENGAGEMENT_ID_UNKNOWN - The engagement Id provided is invalid.
• INVALID_FIELD - The engagement Id in the request is null.
• DEPENDENCY_APPLICATION_TIMEOUT - The defined period for retrieving data from a dependency application has expired.

Request

Supported Media Types

• application/json; charset=utf-8

Path Parameters

• fqSiteName(required): string
  The fully qualified site name.

Header Parameters

• X-AID(required): string
  A header element containing the agent account identifier.
• X-JSESSIONID(required): 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.RerouteEngagementRequest

Type: object

Show Source

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

{
    "required":[
        "engagementId"
    ],
    "properties":{
        "engagementId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the chat engagement."
        },
        "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.RerouteEngagementResponse

Type: object

Show Source

• clientId: integer(int64)
  The unique identifier of the agent client, created to identify the agent during this agent session.
• clientIdString: string
  The unique identifier of the agent client in string format, created to identify the agent during this agent session.
• clientSendTime: integer(int64)
  The time when the client request was received in yyyy-MM-dd'T'HH:mm:ssXXX format.
• engagementEscalated: boolean
  Indicates whether an engagement was escalated. If true, then the engagement was escalated. If false, then the engagement was not escalated.
• sequenceNumber: integer(int64)
  The client application defined transaction sequence number.
• sequenceNumberString: string
  The client application defined transaction sequence number as a string.
• serviceFinishTime: integer(int64)
  The time when the chat server completed processing the client request in yyyy-MM-dd'T'HH:mm:ssXXX format.
• serviceStartTime: integer(int64)
  The time when the chat server began processing the client request in yyyy-MM-dd'T'HH:mm:ssXXX format.
• sessionId: string
  The unique identifier of the agent session.

{
    "properties":{
        "engagementEscalated":{
            "type":"boolean",
            "description":"Indicates whether an engagement was escalated. If true, then the engagement was escalated. If false, then the engagement was not escalated."
        },
        "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."
        }
    }
}

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 reroute an engagement to the escalation queue defined by the sites rules.

cURL Command Example

curl -X POST https://chat_rest_server_domain.com/engagement/api/agent/day001_221100_sql_001h/v1/rerouteEngagement?pool=297:1 -H 'Content-Type: application/json; charset=UTF-8' -H 'X-JSESSIONID: node01h8m13tljpm7ns8nayp0pid91' -d ' -H 'X-AID: 12' {"timeCreated" :1612369971200, "sequenceNumber" : 9,  "engagementId" : 538}'

Request Body Example

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

{
  "engagementId": 538,
  "timeCreated": 1612369971200,
  "sequenceNumber": 9
}

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.

{
	"engagementEscalated": true,
	"clientSendTime": 1612369971200,
	"serviceStartTime": 1612369971322,
	"serviceFinishTime": 1612370007647,
	"sessionId": "node09bodalkwlfhb71560g0e0iqw0",
	"clientId": 47,
	"clientIdString": "47",
	"sequenceNumber": 9,
	"sequenceNumberString": "9"
}

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