Cisco Unified Contact Center Enterprise Developers Guide Release 9.0(x)
Skill Group API
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Skill Group API

Skill Group API

A skill group is a collection of agents who share a common set of competencies that equip them to handle the same types of requests. Some examples of skill groups are a collection of agents who speak a specific language or who can assist callers with billing questions.

Use the Skill Group API to list or view existing skill groups.


Note


Access to this API is different for supervisors and administrators. For more information, see Access.

Skill Group Get

Use the GET API to retrieve an existing skill group.

Syntax

URL: https://<server>/unifiedconfig/config/skillgroup/<id>

HTTP Method: GET

Parameters

Parameter Description
refURL

The refURL of the skill group.

name

The name of the skill group.

mediaRoutingDomain

A reference to the media routing domain, including the name and refURL. Defaults to Cisco_Voice MRD if this parameter is not provided. This reference cannot be updated.

agents

A collection of agents assigned to the skill group. References also include firstName, lastName, agentId, and agentTeam (which includes the team name and refURL).

  • canRemove: This parameter only appears for supervisors. It indicates whether or not the supervisor has permission to remove the agent from this skill group. The supervisor can remove the agent from the skill group if the agent belongs to a team of this supervisor.
bucketInterval

A reference to the bucket interval. Includes the name and refURL.

serviceLevelThreshold

Maximum time in seconds that a caller should wait before being connected with an agent. Positive integers only, or blank.

serviceLevelType
This value indicates how the system calculates the service level.
  • 1: Ignore Abandoned Calls (default).
  • 2: Abandoned Calls have Negative Impact.
  • 3: Abandoned Calls have Positive Impact.

Example XML Response

<skillGroup>
     <changeStamp>0</changeStamp>
     <refURL>/unifiedconfig/config/skillgroup/5001</refURL>
     <description>This object is rerefenced by a Campaign.</description>
     <mediaRoutingDomain>
          <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
          <name>Cisco_Voice</name>
     </mediaRoutingDomain>
     <name>errorDetailSGcampaign</name>
     <peripheralNumber>5704148</peripheralNumber>
</skillGroup>

Skill Group List

Use the GET API to retrieve a list of existing skill groups.

Syntax

URL: https://<server>/unifiedconfig/config/skillgroup

HTTP Method: GET

Example XML Response

<skillGroups>
   <skillGroup>
      <changeStamp>0</changeStamp>
      <refURL>/unifiedconfig/config/skillgroup/5001</refURL>
      <description>This object is rerefenced by a Campaign.</description>
      <mediaRoutingDomain>
         <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
         <name>Cisco_Voice</name>
      </mediaRoutingDomain>
      <name>errorDetailSGcampaign</name>
      <peripheralNumber>5704148</peripheralNumber>
   </skillGroup>
   <skillGroup>
      <changeStamp>0</changeStamp>
      <refURL>/unifiedconfig/config/skillgroup/5002</refURL>
      <description>This object is rerefenced by (MAX for TotalShown) number of scripts.</description>
      <mediaRoutingDomain>
         <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
         <name>Cisco_Voice</name>
      </mediaRoutingDomain>
      <name>errorDetailsMAXScript</name>
      <peripheralNumber>3592712</peripheralNumber>
   </skillGroup>
   <skillGroup>
      <changeStamp>0</changeStamp>
      <refURL>/unifiedconfig/config/skillgroup/5003</refURL>
      <description>This object is referenced by (More than MAX for TotalShown) number of scripts and a Campaign.</description>
      <mediaRoutingDomain>
         <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
         <name>Cisco_Voice</name>
      </mediaRoutingDomain>
      <name>errorDetailsMoreMAXScript</name>
      <peripheralNumber>8345488</peripheralNumber>
   </skillGroup>
   <skillGroup>
      <changeStamp>0</changeStamp>
      <refURL>/unifiedconfig/config/skillgroup/5004</refURL>
      <description>The route associated with this object is referenced by a Script.</description>
      <mediaRoutingDomain>
         <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
         <name>Cisco_Voice</name>
      </mediaRoutingDomain>
      <name>errorDetailsRouteScript</name>
      <peripheralNumber>5459170</peripheralNumber>
   </skillGroup>
</skillGroups>