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• Request
• Response

Retrieve 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(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.

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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: integer(int32)
  The total number of sessions available across all agents.
• 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.
• 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.
• 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)
  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."
        }
    }
}

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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