Precision queues help direct incoming callers to appropriate agents, as they match specific agent attributes with caller requirements. If a precision queue requires an agent who lives in Boston and who speaks fluent Spanish, then an agent with the attributes Boston = True and Spanish = True is a good match.
Use the Precision Queue API to list the precision queues currently defined in the database, define new precision queues, and view, edit, and delete existing precision queues.
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>:port/unifiedconfig/config/precisionqueue/<id>.
agentcount: Use this query parameter to have the agent count parameter included in the response.
attributes: Use this query parameter to have the attribute parameter included in the response.
list: Retrieves a list of precision queues. Query parameters described above for the get operation are also allowed for list.
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
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 of the 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.
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.
waitTime: Time in seconds to wait before proceeding to the next step.
considerIf: A Consider If expression which must be met to execute 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.
attribute: A reference to the attribute (Attribute API), including the refURL, name, description, and dataType. A maximum of 5 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.
attributeRelation: Indicates what kind of comparison is done on the attribute, using the following values:
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.