Precision Queue API

Precision queues help direct incoming callers to appropriate agents, as they match specific agent attributes with caller requirements. If a precision queue requires an agent who lives in Boston and who speaks fluent Spanish, then an agent with the attributes Boston = True and Spanish = True is a good match.

Use the Precision Queue API to list the precision queues currently defined in the database, define new precision queues, and view, edit, and delete existing precision queues.

URL

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

Operations

Parameters

Precision queue parameters:

Step parameters:

Term parameters:

Search and sort values

The following table shows the parameters that are searched and the parameters that are sortable.

Search parameters Sort parameters
  • name
  • description
  • name (default)
  • description

See Search and Sort.

Example get 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>
     <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>