Attributes identify a call routing requirement, such as language, location, or agent expertise. You can create two types of attributes: boolean or proficiency. For example, you can create a Boston attribute that specifies that the agent assigned to this attribute must be located in Boston. Then, if a precision queue requires an agent who lives in Boston, then an agent with the attributes
Boston = True
is a good match.
When you create a proficiency attribute, you assign a proficiency level to the agent.
Use the Attribute API to list the attributes currently defined in the database, define new attributes, and view, edit, and delete existing attributes.
URL
https://<server>/unifiedconfig/config/attribute
Operations
- create: Creates an attribute.
- delete: Marks one attribute for deletion, but does not permanently delete it.
- get: Returns one attribute, using the URL https://<server>:<serverport>/unifiedconfig/config/attribute/<id>.
- list: Retrieves a list of attributes.
- update: Updates one attribute.
Parameters
- refURL: The refURL of the attribute. See Shared parameters.
- name: The name of the attribute. See Shared parameters.
- changeStamp: See Shared parameters.
- description: See Shared parameters.
- department: A reference to the department (Department API), including refURL and name. See References.
- dataType: The data type of the attribute. Values are:
- 3: Boolean.
- 4: Proficiency.
- defaultValue: Used to specify the default value for the attribute when assigned to an agent, if no explicit value is provided. Values are:
- Boolean: true\false.
- Proficiency: 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 (default)
- dataType
- defaultValue
- description
|
See Search and Sort.
Example get response
<attribute>
<changeStamp>0</changeStamp>
<refURL>/unifiedconfig/config/attribute/5000</refURL>
<dataType>3</dataType>
<defaultValue>true</defaultValue>
<name>chinese</name>
</attribute>