Attributes identify a call routing requirement, such as language, location, or agent expertise. You can create two types of attributes: Boolean or proficiency. You can use Boolean attributes to tag an attribute that must exist or not. For example, you can create a Boston attribute that specifies that the agent assigned to this attribute must be in Boston. When you create a proficiency attribute, you assign a proficiency level to the attribute. This chapter describes how to use API to manage attributes.
You can create a system-wide maximum of 10,000 attributes.
Attribute Parameters
Data Type
Description
appearsOnDesktop
To be determined
For future use.
dataType
Integer
Use this parameter to assign a data type to the attribute
using the following values:
3 = Boolean
4 = Proficiency
(special form of Integer)
An agent can be graded on the level of their expertise on a
certain subject matter as represented by an attribute. This can be done by setting a proficiency in the range 1 through 10, with 10 being the most proficient.
name
String
Use this parameter to assign a unique name for the
attribute.
defaultValue
String
Use this parameter to specify a default value for the
attribute when assigned to an agent if no explicit value is provided. For
Boolean data types, valid default values are True and False. For Proficiency
data types, valid default values are 1-10.
settableByAgent
To be determined
For future use.
description
String
(Optional) Use this parameter to
provide a description for the attribute.
XML Request Payload
<attribute>
<dataType>4</dataType>
<defaultValue>5</defaultValue>
<description>Attribute to specify proficiency in Spanish.</description>
<name>Spanish</name>
</attribute>
HTTP Response Headers
The response contains the URL for the newly created attribute.
Use this parameter to assign a data type to the attribute
using the following values:
3 = Boolean
4 = Proficiency
(special form of Integer)
An agent can be graded on the level of their expertise on a
certain subject matter as represented by an attribute. This can be done by setting a proficiency in the range 1 through 10, with 10 being the most proficient.
Note
You cannot modify the data type of an existing attribute.
name
String
Use this parameter to assign a unique name for the
attribute.
defaultValue
String
Use this parameter to specify a default value for the attribute
when assigned to an agent if no explicit value is provided. For Boolean data
types, valid default values are True and False. For Proficiency data types,
valid default values are 1-10.
settableByAgent
To be determined
For future use.
description
String
(Optional) Use this parameter to provide a description for the
attribute.
changeStamp
Integer
This parameter represents the current state of the database. This
value is populated when the system retrieves data using the GET command. The
same value must be returned in an update operation, to ensure the client is
working with the latest data set. This value is not required when you create an
attribute.
HTTP Response Headers
HTTP/1.1 200 OK
Content-Type: text/plain
Content-Length: 0
Date: Tue, 12 Jan 2010 16:00:00 GMT
Attribute Delete
Use the DELETE API to delete an existing attribute.
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