Operation API

Operation API

Use the Operation API to save changes to several items of the same type in a single request. The following changes are allowed in an operation:

  • delete: Multiple items of the same type. Any item that supports the delete operation can be deleted using the Operation API.

  • Agent update: Update multiple agents (available for supervisors and administrators).

URL

https://<server>/unifiedconfig/config/operation

HTTP Method

Use HTTP POST to submit a request to the Operation API.

Parameters

  • operationType: Indicates if the items specified in the refURLs should be updated or deleted. Values are update/delete.

  • refURLs: A collection of refURL parameters indicating which items are included in the request. See Shared Parameters.

  • changeset: Includes the parameters that are changed in an update operation. See Agent Call API.

    • skillGroupsAdded

    • skillGroupsRemoved

    • agentServicesToEnable: Indicates the Contact Center AI services to be enabled for a set of agents.

      • agentService: The type of Contact Center AI service. Supported values are AgentAnswers and Transcript.

    • agentServicesToDisable: Indicates the Contact Center AI service to be disabled for a set of agents.

      • agentService: The type of Contact Center AI service. Supported values are AgentAnswers and Transcript.

Example Delete Request 

<operation>
  <operationType>delete</operationType>
  <refURLs>
    <refURL>/unifiedconfig/config/calltype/5000</refURL>
    <refURL>/unifiedconfig/config/calltype/5001</refURL>
  </refURLs>
</operation>

Example Update Request

<operation>
  <operationType>update</operationType>
  <refURLs>
    <refURL>/unifiedconfig/config/agent/5000</refURL>
    <refURL>/unifiedconfig/config/agent/5001</refURL>
  </refURLs>
  <changeSet>
    <agent>
      
      <agentServicesToEnable>
            <agentService>AgentAnswers<agentService>
            ....
        </agentServicesToEnable>
        <agentServicesToDisable>
            <agentService>Transcript<agentService>
            ....
        </agentServicesToDisable>
      
	 
      <skillGroupsAdded>
        <skillGroup>
          <refURL>/unifiedconfig/config/skillgroup/6000</refURL>
        </skillGroup>
      </skillGroupsAdded>
      <skillGroupsRemoved>
        <skillGroup>
          <refURL>/unifiedconfig/config/skillgroup/6001</refURL>
        </skillGroup>
      </skillGroupsAdded>
      </agent>
  </changeSet>
</operation>

Response Parameters

  • status: Indicates the state of the operation.

    • success: The operation succeeded for all items.

    • partialSuccess: The operation succeeded for some items, but other items had errors.

    • failure: The operation failed for all items.

  • apiErrors: Errors indicate which items had errors and the cause of the error.

Example Success Response

The following example shows the response when the delete operation is successful: 

<operationsResult>
  <status>success</status>
</operationsResult>

Example Partial Success Message

The following example shows a partial success response for a request to delete several agents: 

<operationsResult>
    <apiErrors>
        <apiError>
            <errorDetail xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type=
             "resourceErrorDetail">
                <refURL>agent/1</refURL>
                <apiErrors>
                    <apiError>
                        <errorMessage>The specified ID does not exist
                         in the database.</errorMessage>
                        <errorType>notFound.dbData</errorType>
                    </apiError>
                </apiErrors>
            </errorDetail>
            <errorMessage>There were one or more errors processing the following 
             request: delete agent/1</errorMessage>
            <errorType>operation.resourceErrors</errorType>
        </apiError>
        <apiError>
            <errorDetail xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type=
             "resourceErrorDetail">
                <refURL>agent/2</refURL>
                <apiErrors>
                    <apiError>
                        <errorMessage>The specified ID does not exist 
                         in the database.</errorMessage>
                        <errorType>notFound.dbData</errorType>
                    </apiError>
                </apiErrors>
            </errorDetail>
            <errorMessage>There were one or more errors processing the following 
             request: delete agent/2</errorMessage>
            <errorType>operation.resourceErrors</errorType>
        </apiError>
    </apiErrors>
    <status>partialSuccess</status>
</operationsResult>

Example Failure Response

The following example shows a failure response for a request to delete a call type that does not exist: 

<operationsResult>
  <status>failure</status>
  <apiErrors>
    <apiError>
      <errorDetail xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type=
       "resourceErrorDetail">
        <refURL>/unifiedconfig/config/calltype/9999</refURL>
        <apiErrors>
          <apiError>
            <errorMessage>The specified ID does not exist in the database.</errorMessage>
            <errorType>notFound.dbData</errorType>
          </apiError>
        </apiErrors>
      </errorDetail>
      <errorMessage>There were one or more errors processing the following request: 
       delete /unifiedconfig/config
      /calltype/9999</errorMessage>
      <errorType>operation.resourceErrors</errorType>
    </apiError>
  </apiErrors>
</operationsResult>