URL

Operations

• create: Creates one precision queue.

• delete: Marks one precision queue for deletion, but does not permanently delete it. Deleting a precision queue that is referenced dynamically in a script is allowed. No new calls are queued against it, but the precision queue remains operational until calls are no longer in the queue.

• get: Returns one precision queue, using the URL https://<server>/unifiedconfig/config/precisionqueue/<id>.

  • Query parameters:

    • agentcount: Use this query parameter to have the agent count parameter included in the response; for example, agentcount=true.

    • attributes: Use this query parameter to have the attribute parameter included in the response; for example, attributes=true.

    • skillgroups: Use this query parameter to augment the returned precision queue attributes with an id listing of all skillgroups that are associated with the precision queue; for example, skillgroups=true.

• list: Retrieves a list of precision queues. Query parameters described above for the get operation are also allowed for list.

• update: Updates one precision queue.

Parameters

Precision queue parameters:

• refURL: The refURL of the precision queue. See Shared Parameters.

• name: The name of the precision queue. See Shared Parameters.

• changeStamp: See Shared Parameters.

• description: See Shared Parameters.

• mediaRoutingDomain: A reference to the media routing domain (Media Routing Domain API) including the name and refURL. See References.

  • Defaults to Cisco_Voice MRD if this parameter is not provided.

  • This reference cannot be updated.

• bucketInterval: A reference to a bucket interval (Bucket Interval API), including the refURL and name. See References.

• agentCount: Returns agent count for the precision queue. Returned only when using the agentcount query parameter.

• agentOrdering: Determines the order in which agents receive calls from this queue.

  • 1: LAA (Agent availability time)

  • 2: Most skilled agent

  • 3: Least skilled agent

• callOrdering: Determines the order of calls in this precision queue.

  • 1: Top priority in queue. This is the default value.

• id: The database id of the precision queue. Read-only field. Used in scripting.

• attributes: A collection of attribute names (attribute1, attribute2, and so on) indicating all attributes used in this precision queue. Returned only when the query parameter attributes=true.

• serviceLevelThreshold: Maximum time in seconds that a caller should wait before being connected with an agent.

• serviceLevelType: This value indicates how the system calculates the service level.

  • 1: Ignore abandoned calls.

  • 2: Abandoned call has negative impact.

  • 3: Abandoned call has positive impact.

• skillgroups: A collection of skill groups associated with this precision queue, including the id of each skill group. Returned only when the query parameter skillgroups=true.

• steps: Required. A collection of steps for this precision queue. You can have 1-10 steps. Returned only for get operation. See the Step parameters below.

Step parameters:

• waitTime: Time in seconds to wait before proceeding to the next step.

• considerIf: A Consider If expression which must be met to run a particular step. Items used in the expression are case sensitive. You cannot add an expression to the last step.

• terms: Required. A collection of terms for this step. Each step can have 1-10 terms. See the Term parameters below.

Term parameters:

• attribute: A reference to the attribute (Attribute API), including the refURL, name, description, and dataType. Multiple unique attributes can be used across all terms in a precision queue.

• parenCount: Denotes a parenthesis before or after this term. A value of 1 means a parenthesis before the current term, and a value of -1 means a parenthesis after the current term. The sum of all parenCount for all terms in a step must be equal to zero, meaning that all parenthesis in the expression are matched. For example, a step to check for agents that have (sales > 7 or expertSales = true) and english = true requires 3 terms with the parenCount set to 1 on the first term, -1 on the second term, and 0 on the last term.

• termRelation: Indicates the relationship of this term to the preceding term, using the following values:

  • 0: None. Valid only on the first term in a step.

  • 1: AND

  • 2: OR

• attributeRelation: Indicates what kind of comparison is done on the attribute, using the following values:

  • 1: Equal

  • 2: Not equal

  • 3: Less than

  • 4: Less than or equal

  • 5: Greater than

  • 6: Greater than or equal

• value1: The value that the attribute is tested against. For boolean attributes, this value must be true/false. For proficiency attributes, this value must be 1-10.

Search and Sort Values

The following table shows the parameters that are searched and the parameters that are sortable.

See Search and Sort.

Example Get Response

<precisionQueue>
   
   <refURL>/unifiedconfig/config/precisionqueue/5002</refURL>
   <changeStamp>4</changeStamp>
   <agentOrdering>1</agentOrdering>
   <callOrdering>1</callOrdering>
   <bucketInterval>
      <refURL>/unifiedconfig/config/bucketinterval/1</refURL>
      <name>Default_Bucket_Intervals</name>
   </bucketInterval>
   <mediaRoutingDomain>
      <name>Cisco_Voice</name>
      <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
   </mediaRoutingDomain>
   <description>This is a practice precision queue</description>
   <name>Practice_Queue</name>
   <serviceLevelThreshold>3</serviceLevelThreshold>
   <serviceLevelType>1</serviceLevelType>
   <steps>
      <step>
         <terms>
            <term>
               <attribute>
                  <refURL>/unifiedconfig/config/attribute/5698</refURL>
                  <name>test</name>
                  <dataType>4</dataType>
               </attribute>
               <attributeRelation>5</attributeRelation>
               <parenCount>0</parenCount>
               <termRelation>0</termRelation>
               <value1>2</value1>
            </term>
         </terms>
         <waitTime>0</waitTime>
      </step>
   </steps>
</precisionQueue>