Get engagement queue
get
/engagement/api/consumer/{fqSiteName}/v1/getEngagementQueue
This operation is used to retrieve engagement queue and queue statistics.
The JSON object passed as the URL parameter is defined as follows and must be URL encoded -
{
"interfaceId": 0,
"interfaceName":"string",
"productId": 0,
"categoryId": 0,
"organizationId": 0,
"customFields": [{"name":"STRING", "type":"", "value":"STRING"}]
}
All fields in the custom field object are optional, however if a 'value' is supplied, the 'type' must be one of the following...
BOOLEAN, DATE, DATETIME, INTEGER, LONG, STRING, DECIMAL
The JSON object passed as the URL parameter is defined as follows and must be URL encoded -
{
"interfaceId": 0,
"interfaceName":"string",
"productId": 0,
"categoryId": 0,
"organizationId": 0,
"customFields": [{"name":"STRING", "type":"", "value":"STRING"}]
}
All fields in the custom field object are optional, however if a 'value' is supplied, the 'type' must be one of the following...
BOOLEAN, DATE, DATETIME, INTEGER, LONG, STRING, DECIMAL
Request
Path Parameters
-
fqSiteName(required): string
The name of the site returned by the call to establish a session.
Query Parameters
-
pool: string
The pool identifier returned from the initial Establish Sessions call.
-
request(required): string
The URL encoded JSON request object.
Response
Supported Media Types
- application/json; charset=utf-8
200 Response
The request completed successfully.
Root Schema : com.rightnow.chat.rest.consumer_api.model.responses.v1.GetEngagementQueueResponse
Type:
Show Source
object-
availableAgentSessions:
integer(int32)
The total number of sessions available across all agents.
-
cancelledSurveyAuth:
string
The unique authentication parameter of the survey that appears when a chat is abandoned or cancelled by the consumer. For the survey to appear when a chat is abandoned or cancelled, you will need both the cancelledSurveyAuth and cancelledSurveyId parameters.
-
cancelledSurveyId:
integer(int64)
The unique identifier of the survey that appears when a chat is abandoned or cancelled by the consumer. For the survey to appear when a chat is abandoned or cancelled, you will need both the cancelledSurveyAuth and cancelledSurveyId parameters.
-
cancelledSurveyIdString:
string
The unique identifier of the survey (in string format) that appears when a chat is abandoned or cancelled by the consumer. For the survey to appear when a chat is abandoned or cancelled, you will need both the cancelledSurveyAuth and cancelledSurveyId parameters.
-
chatRouteId:
integer(int32)
The chat engagement routing identifier.
-
clientId:
integer(int64)
The unique identifier of the client.
-
clientIdString:
string
The unique identifier of the client as a string.
-
clientRequestTime:
string
The local time of the requesting client in yyyy-MM-dd'T'HH:mm:ssXXX format.
-
clientTransactionId:
integer(int64)
The unique identifier of the client transaction. The value specified in this field is echoed back in the response object. It is used to link requests to responses.
-
clientTransactionIdString:
string
The unique identifier of the client transaction as a string.
-
completedSurveyAuth:
string
The unique authentication parameter of the survey that appears when a chat is completed by either the consumer or the agent. For the survey to appear upon completion of a chat, you will need both the completedSurveyAuth and completedSurveyId parameters.
-
completedSurveyId:
integer(int64)
The unique identifier of the survey that appears when a chat is completed by either the consumer or the agent. For the survey to appear upon completion of a chat, you will need both the completedSurveyAuth and completedSurveyId parameters.
-
completedSurveyIdString:
string
The unique identifier of the survey (in string format) that appears when a chat is completed by either the consumer or the agent. For the survey to appear upon completion of a chat, you will need both the completedSurveyAuth and completedSurveyId parameters.
-
engagementsInQueue:
integer(int32)
The number of engagements currently in the queue.
-
escalationQueueId:
integer(int64)
The unique identifier of the escalation queue.
-
escalationQueueIdString:
string
The unique identifier of the escalation queue as a string.
-
expectedWaitSeconds:
integer(int64)
The expected wait time in queue. -1 if there's inadequate information, and is zero or greater otherwise.
-
expectedWaitSecondsString:
string
The expected wait time in queue value as a string.
-
outsideOperatingHours:
boolean
Indicates whether the current time is outside operating hours. The default value is: false
-
pollingOverrideMultiplier:
integer(int32)
The polling override multiplier.
-
queueId:
integer(int64)
The unique identifier of the requested queue.
-
queueIdString:
string
The unique identifier of the requested queue as a string.
-
sendSurveyAuth:
string
The unique authentication parameter of the survey, to make the survey appear, which is sent after a certain delay.
-
sendSurveyDelay:
integer(int32)
The delay in sending the survey, in seconds.
-
sendSurveyId:
integer(int64)
The unique identifier of the survey, which is sent after a certain delay.
-
sendSurveyIdString:
string
The unique identifier (in string format) of the survey, which is sent after a certain delay.
-
serviceFinishTime:
string
The date and time the request processing completed in yyyy-MM-dd'T'HH:mm:ssXXX format.
-
serviceStartTime:
string
The date and time when the request processing started in yyyy-MM-dd'T'HH:mm:ssXXX format.
-
totalAgentsRequestingNewEngagement:
integer(int32)
The total number of agents who are available and have capacity for a new engagement.
-
totalAvailableAgents:
integer(int32)
The total number of agents whose status is available.
- totalUnavailableAgents: integer(int32)
400 Response
The validation of the request object failed.
Root Schema : schema
Type:
object404 Response
The resource was not found.
Root Schema : schema
Type:
object500 Response
An error occurred in the chat server while processing the request.
Root Schema : schema
Type:
objectExamples
The following example shows how to retrieve engagement queue and queue statistics.
cURL Command Example
curl -X GET https://chat_rest_server_domain.com/engagement/api/agent/day001_221100_sql_001h/v1/getEngagementQueue?request=%7B%0D%0A%22interfaceId%22%3A1%2C%0D%0A%22interfaceName%22%3Anull%2C%0D%0A%22productId%22%3Anull%2C%0D%0A%22categoryId%22%3Anull%2C%0D%0A%22organizationId%22%3Anull%2C%0D%0A%22customFields%22%3Anull%0D%0A%7D -H 'Content-Type: application/json; charset=UTF-8'
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.
{
"queueId": 1,
"queueIdString": "1",
"expectedWaitSeconds": 0,
"expectedWaitSecondsString": "0",
"availableAgentSessions": 0,
"totalAvailableAgents": 0,
"totalUnavailableAgents": 0,
"totalAgentsRequestingNewEngagement": 0,
"outsideOperatingHours": false,
"engagementsInQueue": 0
}