The Cisco Packaged Contact Center Enterprise Developers Guide APIs - Precision Queue API [Cisco Packaged Contact Center Enterprise]

Contents
Precision Queue API
Precision Queue API Commands
API Parameters
create
delete
list
get
update
Precision Queue API

You can use the precision queue API to list the precision queues currently defined in the database, define new precision queues, and view, edit, or delete records of existing precision queues.

Precision queues are a combination of steps that include Attributes, defined terms for the selected Attributes, and wait times. A precision queue step is a time-based routing point within the precision queue.

You must have at least one step and can have up to ten steps. Within each step you can have:

Up to five unique Attributes

A different pool of Agents

A wait time

A precision queue term compares an Attribute against a value. For example, if you have an Attribute for English (English_skill) and assign it a value of > 7, the term is English_skill > 7. You can create a maximum of 2000 system-wide precision queues. You can associate a maximum of ten precision queue terms to a precision queue step. You can associate a maximum of five Attributes to a precision queue term.

The following limits are enforced through the API:

You can add a maximum of 2000 precision queues to the entire system.

You can associate a maximum of ten precision queue terms to a precision queue step.

You can associate up to five unique Attributes to a precision queue.

An Agent can be a member of a combination of up to 50 precision queues and Skill Groups.

Precision Queue API Commands
Precision Queue API Commands

This section explains the supported API operations for precision queue and outlines the parameters.

API Parameters
create
delete
list
get
update

API Parameters

The following table shows the precision queue parameters:

Parameter Name

Description

bucketInterval

A reference to a bucketInterval. See the bucketInterval parameters below.

agentCount

An optional parameter that returns Agent Count for the precision queue and each step.

agentOrdering

Determines the order of Agents in a precision queue sub-queue using the following values:

1 = LAA (Agent availability time).

2 = Most skilled Agent.

3 = Least skilled Agent.

callOrdering

Determines the order of calls in this precision queue using the following value:

1 = Priority, then time in queue.

changeStamp

This parameter represents the current state of the database. The value is populated when the system retrieves data using the GET command.

name

A unique enterprise name for the precision queue.

description

Description for the precision queue.

serviceLevelThreshold

The service level threshold in seconds for this precision queue.

serviceLevelType

Determines how to calculate the service level for the precision queue using the following values:

1 = Ignore abandoned calls.

2 = Abandoned call has negative impact.

3 = Abandoned call has positive impact.

steps

A list of steps for this precision queue. See the Step Parameters.

The following table shows the bucketInterval parameters:

Parameter Name

Description

name

The unique enterprise name of the Bucket Interval.

refURL

The URL of the referenced Bucket Interval.

You can create up to ten steps for each precision queue. The following table shows the step parameters:

Parameter Name

Description

stepOrder

The order of rows for a precision queue step.

waitTime

A wait time to apply before proceeding to the next step (in seconds).

considerIf

Consider If expression which must be met to execute a particular step.

description

Description for this step.

terms

A list of terms for this step. See the term parameters.

You can configure up to ten terms for each step. The following table shows the term parameters:

Parameter Name

Description

termOrder

The order of rows for a precision queue term.

attribute

A reference to the Attribute to be tested.

parenCount

The number of parenthesis around this term. A positive number indicates open parens before the term; a negative number indicates closed parens after the term.

termRelation

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

0 = None (only legal on first item for queue, since there is no preceding term).

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. It must be convertible to the data type specified in the Attribute table.
create
Creates a precision queue, precision queue steps, and precision queue terms.
URL:

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

HTTP Method:

POST

Input/Output Format:

xml

Parameters:

See API Parameters.
Example XML Request Payload:
<precisionQueue>
    <bucketInterval>
        <markDeletable>true</markDeletable>
        <name>huiTest</name>
        <refURL>[http://bos-c1-cc:8080/unifiedconfig/config/bucketinterval/5000]</refURL>
    </bucketInterval>
    <agentOrdering>1</agentOrdering>
    <callOrdering>1</callOrdering>
    <description>sales precision queue</description>
    <name>SalesAQ</name>
    <scriptModificationAllowed>false</scriptModificationAllowed>
    <serviceLevelThreshold>1</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
    <steps>
        <step>
            <stepOrder>1</stepOrder>
            <waitTime>-1</waitTime>
            <considerIf>test</considerIf>
            <nextStep>false</nextStep>
            <description>"Step 1"</description>
            <terms>
                <term>
                    <attribute>
                        <refURL>http://bos-c1-cc:8080/unifiedconfig/config/attribute/5033</refURL>
                        <name>Language</name>
                        <dataType>4</dataType>
                        <description>Marketing</description>
                    </attribute>
                    <termOrder>1</termOrder>
                    <parenCount>1</parenCount>
                    <termRelation>0</termRelation>
                    <attributeRelation>5</attributeRelation>
                    <value1>2</value1>
                    <value2>10</value2>
                </term>
                <term>
                    <attribute>
                        <refURL>http://bos-c1-cc:8080/unifiedconfig/config/attribute/5033</refURL>
                        <name>Language</name>
                        <dataType>4</dataType>
                        <description>Marketing</description>
                    </attribute>
                    <termOrder>2</termOrder>
                    <parenCount>-1</parenCount>
                    <termRelation>1</termRelation>
                    <attributeRelation>5</attributeRelation>
                    <value1>5</value1>
                    <value2>6</value2>
                </term>
            </terms>
        </step>
    </steps>
</precisionQueue>
HTTP Response Headers:

In the Response, the Location header has a URL to the newly created precision queue, if successful.

For example:

HTTP/1.1 201 Created

http://bos-c1-cc/unifiedconfig/config/precisionqueue/5000

Content-Type: text/plain

Content-Length: 0

Date: Tue, 12 Jan 2010 16:00:00 GMT

See also HTTP Responses.

Operation Validation:

General Restrictions

You can create a maximum of 2000 precision queues to the entire system.

You can create a maximum of 5000 precision queue steps to the entire system.

You can associate a maximum of ten precision queue terms to a precision queue step.

You can associate a maximum of five Attributes to a precision queue term.

For Precision Queue Parameters:

bucketInterval

Optional field.

agentOrdering

Required field.

Integer.

Valid values are 1, 2, and 3.

callOrdering

Required field.

Integer.

Valid values is: 1.

name

Required field.

Max length is 32 bytes.

description

Optional field.

Max length is 255 bytes.

For details on valid characters for this field, see Internationalization.

serviceLevelThreshold

Required field.

Integer.

serviceLevelType

Required field.

Integer.

Valid values are: 1, 2, and 3.

steps

Required field.

For bucketInterval Parameters:

name

Required field.

refURL

Required field.

For step Parameters:

stepOrder

Required field.

Integer.

This value must start at 1 (0 is invalid) and increment by one for each subsequent step.

waitTime

Required field.

Integer.

The value must be 0 or greater for all steps, excluding the last step. The value for the last step defaults to -1. With a value of -1, the system waits until an Agent is available to take the call.

considerIf

Required field.

Max length 255 bytes.

Objects used in the expression are case sensitive.

You cannot add an expression to the last step.

Examples:

PQ.PQ1.LoggedOn > 1—This expression evaluates whether there is more than one Agent logged into this queue.

CallType.CallType1.CallsRoutedToday > 100—Evaluates whether more than 100 calls of this Call Type were routed today.

description

Optional field.

terms

Required field.

For term Parameters:

termOrder

Required field.

Integer.

Value must start at 1 (zero is invalid) for each new step and increment by one for each subsequent term.

attribute

Required field.

All elements inside the Attribute reference node, except the refURL element, are read-only.

parenCount

Required field.

Integer.

The total of ParenCount for all Attribute entries for a precision queue must be zero.

termRelation

Required field.

Integer.

Valid values are 0, 1, and 2.

attributeRelation

Required field.

Integer.

Valid values are 1-6.

value1

Required field.

Must be convertible to the data type specified in the Attribute table.
delete

Deletes a precision queue and the corresponding precision queue steps and terms.

Note: If you reference a precision queue statically in any version of a saved script, you cannot delete it from the precision queue. Specifically, to delete a precision queue that is referenced statically in a script, you must delete it from every version of the saved script.

If you reference a precision queue dynamically in a script and there are calls queued against the precision queue, you can delete the precision queue. However, the router keeps the precision queue operational until all calls are no longer in the queue. Once the precision queue is deleted, no new calls are queued against it.

URL:

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

HTTP Method:

DELETE

HTTP Response Headers:

HTTP/1.1 200 OK

Content-Type: text/plain

Content-Length: 0

Date: Tue, 12 Jan 2010 16:00:00 GMT

See also HTTP Responses.
list
Use the LIST API to retrieve all existing precision queues and optionally agent count and attributes.

agentcount

True/False

An optional parameter that returns agent count for each returned precision queue and each step.

attributes

True/False

An optional parameter that returns a list of attributes for each returned precision queue.

Examples:

URL: https://<server>/unifiedconfig/config/precisionqueue?agentcount=true

URL: https://<server>/unifiedconfig/config/precisionqueue?attributes=true

URL: https://<server>/unifiedconfig/config/precisionqueue?agentcount=true&attributes=true
URL:

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

HTTP Method:

GET

Summary Parameter URL:

https://<server>/unifiedconfig/config/precisionqueue?summary=2
Example XML Response:
<precisionQueues>
  <precisionQueue>
    <changeStamp>3</changeStamp>
    <refURL>https://<server>/unifiedconfig/config/precisionqueue/5007</refURL>
    <agentOrdering>1</agentOrdering>
    <callOrdering>1</callOrdering>
    <description>sales precision queue</description>
    <name>MarketingAB</name>
    <serviceLevelThreshold>1</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
  </precisionQueue>
  <precisionQueue>
    <changeStamp>3</changeStamp>
    <refURL>https://<server>/unifiedconfig/config/precisionqueue/5008</refURL>
    <agentOrdering>1</agentOrdering>
    <callOrdering>1</callOrdering>
    <description>sales precision queue</description>
    <name>MarketingABC</name>
    <serviceLevelThreshold>1</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
  </precisionQueue>
  <precisionQueue>
    <changeStamp>3</changeStamp>
    <refURL>https://<server>/unifiedconfig/config/precisionqueue/5012</refURL>
    <agentOrdering>1</agentOrdering>
    <callOrdering>1</callOrdering>
    <description>sales precision queue</description>
    <name>Sales225</name>
    <serviceLevelThreshold>1</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
  </precisionQueue>
</precisionQueues>
HTTP Response Headers:

HTTP/1.1 200 OK

Content-Type: application/xml

Transfer-Encoding: chunked

Date: Tue, 12 Jan 2010 16:00:00 GMT
get
Use to retrieve a precision queue, the corresponding steps and terms, and optionally agent count and attributes.

agentcount

True/False

An optional parameter that returns agent count for the precision queue and each step.

attributes

True/False

An optional parameter that returns a list of attributes for the precision queue.

Examples:

URL: https://<server>/unifiedconfig/config/precisionqueue/id?agentcount=true

URL: https://<server>/unifiedconfig/config/precisionqueue/id?attributes=true

URL: https://<server>/unifiedconfig/config/precisionqueue/id?agentcount=true&attributes=true
URL:

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

HTTP Method:

GET
Example XML 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>
				<callOrdering>1</callOrdering>
				<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>
See HTTP Responses.

Note
The <id> is the precision queue database ID (precisionQueueID). It is a read-only field, shown only in the list and get API commands.
Operation Validation:

agentCount

Optional field.

Integer.

agentCount Parameter URL:

https://<server>/unifiedconfig/config/precisionqueue/<id>?agentcount=true
update
Updates a precision queue and corresponding steps and terms.

When you update an existing precision queue, you must provide all of the parameters. There are no incremental updates of any parameters, including steps and terms. For example, assume you have a precision queue with a single step and a single term. To add a term to the existing step, you must provide all precision queue parameters, in addition to the step and both terms.

When you update an existing precision queue, Agents associated with the queue can change dynamically. Specifically, if you modify the terms associated with precision queue steps, Agents that were previously in the precision queue may be removed from the queue and Agents that were previously not included in the precision queue may be added to the queue. For example, you have a precision queue with one step and one term and the term criterion is: Spanish > 6. If Agent A has the attribute Spanish with value 5, the Agent is not included in this precision queue. If you update the precision queue and change the term to Spanish >= 5, Agent A is dynamically moved into this precision queue and is available to take calls.
URL:

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

HTTP Method:

PUT

Input/Output Format:

xml

Parameters:

See API Parameters.
XML Request Payload:
<precisionQueue>
<bucketInterval>
<name>PQBucket1</name>
<refURL>http://localhost/unifiedconfig/config/bucketinterval/5001</refURL>
</bucketInterval>
<agentOrdering>1</agentOrdering>
<callOrdering>1</callOrdering>
<description>sales precision queue</description>
<name>SalesPQ</name>
<serviceLevelThreshold>1</serviceLevelThreshold>
<serviceLevelType>1</serviceLevelType>
<changeStamp>3</changeStamp>
<steps>
<step>
<stepOrder>1</stepOrder>
<waitTime>-1</waitTime>
<considerIf>1</considerIf>
<nextStep>false</nextStep>
<description>"Step 1"</description>
<terms>
<term>
<attributeURL>http://localhost/unifiedconfig/config/attribute/5032</attributeURL>
<termOrder>1</termOrder>
<parenCount>1</parenCount>
<termRelation>0</termRelation>
<attributeRelation>5</attributeRelation>
<value1>2</value1>
</term>
<term>
<attributeURL>http://localhost/unifiedconfig/config/attribute/5032</attributeURL>
<termOrder>2</termOrder>
<parenCount>-1</parenCount>
<termRelation>1</termRelation>
<attributeRelation>3</attributeRelation>
<value1>5</value1>
</term>
</terms>
</step>
</steps>
</precisionQueue>
Operation Validation:

Restrictions:

All of the restrictions from the create operation apply, in addition to the following:

changeStamp

Integer.

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 a precision queue.