Cisco Unified Contact Center Enterprise Developer Reference Release 10.0(x)
Precision Queue API
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Precision Queue API

Precision Queue API

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.

URL

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

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.
      • 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.
  • 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.
  • 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
  • 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.

Step parameters:

  • 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.

Term parameters:

  • 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.
    • 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.

Search parameters Sort parameters
  • name
  • description
  • name (default)
  • description

See Search and Sort.

Example Get Response

<precisionQueue>
    <changeStamp>4</changeStamp>
    <refURL>/unifiedconfig/config/precisionqueue/5002</refURL>
    <agentOrdering>1</agentOrdering>
    <bucketInterval>
        <refURL>/unifiedconfig/config/bucketinterval/1</refURL>
        <name>Default_Bucket_Intervals</name>
    </bucketInterval>
     <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>
        <step>
            <terms>
                <term>
                    <attribute>
                    <refURL>/unifiedconfig/config/attribute/5698</refURL>
                    <name>test</name>
                    <dataType>4</dataType>
                    </attribute>
                    <attributeRelation>3</attributeRelation>
                    <parenCount>0</parenCount>
                    <termRelation>0</termRelation>
                    <value1>2</value1>
                </term>
            </terms>
            <waitTime>-1</waitTime>
        </step>
    </steps>
</precisionQueue>