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, view, or edit existing skill
groups.
 Note |
Access to this API is
different for supervisors and administrators. For more information, see
Access.
|
URL
https://<server>/unifiedconfig/config/skillgroup
Operations
-
get: Returns one
skill group, using the URL
https://<server>/unifiedconfig/config/skillgroup/<id>.
-
list: Retrieves a
list of skill groups.
-
Query Parameters:
-
selectedAgentCount: Use this query parameter to augment skill
group information about multiple agents. The selectedAgentCount parameter shows
the number of specified agents belonging to that skill group. For example, to
find out how many of agents 5000, 5001, 5002, and 5003 belong to each of the
skill groups in the list, add
selectedAgentCount=5000,5001,5002,5003.
 Note |
Using selectedAgentCount automatically sets the summary list query parameter to
true.
|
-
Summary list: See
list.
-
update: Updates one
skill group.
Parameters
-
refURL: The
refURL of the skill group. See
Shared Parameters.
-
name: The name
of the skill group. See
Shared Parameters.
-
changeStamp:
See
Shared Parameters.
-
description:
See
Shared Parameters.
-
mediaRoutingDomain: A reference to the media routing domain
(Media Routing Domain API) including the name and refURL.
See
References.
-
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 (See
Agent API). References also include
firstName, lastName, agentId, and agentTeam (which includes the team name and
refURL). See
References.
-
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.
-
agentCount:
Read-only parameter containing the number of agents having the skill.
-
selectedAgentCount: Read-only field. Indicates the number of
specified agents belonging to the skill group. Returned only when using the
selectedAgentCount query parameter.
-
bucketInterval: A reference to the bucket interval (Bucket Interval API). Includes the name and refURL.
See
References.
-
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.
Search and
Sort Values
The following
table shows the parameters that are searched and the parameters that are
sortable.
Search parameters
|
Sort parameters
|
|
- name (default)
- description
- serviceLevelThreshold
- serviceLevelType
- peripheralNumber
|
See
Search and
Sort.
For more
information on search restrictions, see
Search.
Example Get
Response
<skillGroup>
<refURL>http://***.***.***.***/unifiedconfig/config/skillgroup/(id)</refURL>
<name>test</name>
<description>test skill group</description>
<changeStamp>0</changeStamp>
<mediaRoutingDomain>
<name>Cisco_Voice</name>
<refURL>https://10.86.135.206/unifiedconfig/config/mediaroutingdomain/1</refURL>
</mediaRoutingDomain>
<bucketInterval>
<name>bucketIntervalName</name>
<refURL>https://10.86.135.206/unifiedconfig/config/bucketinterval/1</refURL>
</bucketInterval>
<serviceLevelThreshold>20</serviceLevelThreshold>
<serviceLevelType>1</serviceLevelType>
<agents>
<agent>
<refURL>https://10.86.135.206/unifiedconfig/config/agent/5000</refURL>
<firstName>Jane</firstName>
<lastName>Doe</lastName>
<userName>username</userName>
<agentId>8007</agentId>
<canRemove>true</canRemove>
</agent>
<agent>
<refURL>https://10.86.135.206/unifiedconfig/config/agent/5001</refURL>
<firstName>John</firstName>
<lastName>Smith</lastName>
<userName>username2</userName>
<agentId>8008</agentId>
<agentTeam>
<refURL>/unifiedconfig/config/agentteam/5000</refURL>
<name>someTeam</name>
</agentTeam>
<canRemove>false</canRemove>
</agent>
<agent>...</agent>
<agent>...</agent>
</agents>
<agentCount>4</agentCount>
</skillGroup>