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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

Request

Path Parameters

• fqSiteName: string
  The name of the site returned by the call to establish a session.

Query Parameters

• pool(optional): string
  The pool identifier returned from the initial Establish Sessions call.
• request: string
  The URL encoded JSON request object.

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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.consumer_api.model.responses.v1.GetEngagementQueueResponse

Type: object

Show Source

• availableAgentSessions(optional): integer(int32)
  The total number of sessions available across all agents.
• cancelledSurveyAuth(optional): 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(optional): 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(optional): 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(optional): integer(int32)
  The chat engagement routing identifier.
• clientId(optional): integer(int64)
  The unique identifier of the client.
• clientIdString(optional): string
  The unique identifier of the client as a string.
• clientRequestTime(optional): string
  The local time of the requesting client in yyyy-MM-dd'T'HH:mm:ssXXX format.
• clientTransactionId(optional): 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(optional): string
  The unique identifier of the client transaction as a string.
• completedSurveyAuth(optional): 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(optional): 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(optional): 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(optional): integer(int32)
  The number of engagements currently in the queue.
• escalationQueueId(optional): integer(int64)
  The unique identifier of the escalation queue.
• escalationQueueIdString(optional): string
  The unique identifier of the escalation queue as a string.
• expectedWaitSeconds(optional): integer(int64)
  The expected wait time in queue. -1 if there's inadequate information, and is zero or greater otherwise.
• expectedWaitSecondsString(optional): string
  The expected wait time in queue value as a string.
• outsideOperatingHours(optional): boolean
  Indicates whether the current time is outside operating hours. The default value is: false
• pollingOverrideMultiplier(optional): integer(int32)
  The polling override multiplier.
• queueId(optional): integer(int64)
  The unique identifier of the requested queue.
• queueIdString(optional): string
  The unique identifier of the requested queue as a string.
• sendSurveyAuth(optional): string
  The unique authentication parameter of the survey, to make the survey appear, which is sent after a certain delay.
• sendSurveyDelay(optional): integer(int32)
  The delay in sending the survey, in seconds.
• sendSurveyId(optional): integer(int64)
  The unique identifier of the survey, which is sent after a certain delay.
• sendSurveyIdString(optional): string
  The unique identifier (in string format) of the survey, which is sent after a certain delay.
• serviceFinishTime(optional): string
  The date and time the request processing completed in yyyy-MM-dd'T'HH:mm:ssXXX format.
• serviceStartTime(optional): string
  The date and time when the request processing started in yyyy-MM-dd'T'HH:mm:ssXXX format.
• totalAgentsRequestingNewEngagement(optional): integer(int32)
  The total number of agents who are available and have capacity for a new engagement.
• totalAvailableAgents(optional): integer(int32)
  The total number of agents whose status is available.
• totalUnavailableAgents(optional): integer(int32)
  The total number of agents whose status is unavailable.

{
    "properties":{
        "queueId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the requested queue."
        },
        "queueIdString":{
            "type":"string",
            "description":"The unique identifier of the requested queue as a string."
        },
        "expectedWaitSeconds":{
            "type":"integer",
            "format":"int64",
            "description":"The expected wait time in queue. -1 if there's inadequate information, and is zero or greater otherwise."
        },
        "expectedWaitSecondsString":{
            "type":"string",
            "description":"The expected wait time in queue value as a string."
        },
        "availableAgentSessions":{
            "type":"integer",
            "format":"int32",
            "description":"The total number of sessions available across all agents."
        },
        "totalAvailableAgents":{
            "type":"integer",
            "format":"int32",
            "description":"The total number of agents whose status is available."
        },
        "totalUnavailableAgents":{
            "type":"integer",
            "format":"int32",
            "description":"The total number of agents whose status is unavailable."
        },
        "totalAgentsRequestingNewEngagement":{
            "type":"integer",
            "format":"int32",
            "description":"The total number of agents who are available and have capacity for a new engagement."
        },
        "outsideOperatingHours":{
            "type":"boolean",
            "description":" Indicates whether the current time is outside operating hours. The default value is: false"
        },
        "escalationQueueId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the escalation queue."
        },
        "escalationQueueIdString":{
            "type":"string",
            "description":"The unique identifier of the escalation queue as a string."
        },
        "pollingOverrideMultiplier":{
            "type":"integer",
            "format":"int32",
            "description":"The polling override multiplier."
        },
        "engagementsInQueue":{
            "type":"integer",
            "format":"int32",
            "description":"The number of engagements currently in the queue."
        },
        "chatRouteId":{
            "type":"integer",
            "format":"int32",
            "description":"The chat engagement routing identifier."
        },
        "clientRequestTime":{
            "type":"string",
            "description":"The local time of the requesting client in yyyy-MM-dd'T'HH:mm:ssXXX format."
        },
        "clientTransactionId":{
            "type":"integer",
            "format":"int64",
            "description":"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":{
            "type":"string",
            "description":"The unique identifier of the client transaction as a string."
        },
        "serviceStartTime":{
            "type":"string",
            "description":"The date and time when the request processing started in yyyy-MM-dd'T'HH:mm:ssXXX format."
        },
        "serviceFinishTime":{
            "type":"string",
            "description":"The date and time the request processing completed in yyyy-MM-dd'T'HH:mm:ssXXX format."
        },
        "clientId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the client."
        },
        "clientIdString":{
            "type":"string",
            "description":"The unique identifier of the client as a string."
        },
        "sendSurveyId":{
            "type":"integer",
            "format":"int64",
            "description":"The unique identifier of the survey, which is sent after a certain delay."
        },
        "sendSurveyIdString":{
            "type":"string",
            "description":"The unique identifier (in string format) of the survey, which is sent after a certain delay."
        },
        "sendSurveyAuth":{
            "type":"string",
            "description":"The unique authentication parameter of the survey, to make the survey appear, which is sent after a certain delay."
        },
        "sendSurveyDelay":{
            "type":"integer",
            "format":"int32",
            "description":"The delay in sending the survey, in seconds."
        },
        "completedSurveyId":{
            "type":"integer",
            "format":"int64",
            "description":"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":{
            "type":"string",
            "description":"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."
        },
        "completedSurveyAuth":{
            "type":"string",
            "description":"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."
        },
        "cancelledSurveyId":{
            "type":"integer",
            "format":"int64",
            "description":"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":{
            "type":"string",
            "description":"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."
        },
        "cancelledSurveyAuth":{
            "type":"string",
            "description":"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."
        }
    }
}

400 Response

The validation of the request object failed.

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 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
}

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