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 the skill groups currently defined in the database, define new skill groups, and view, edit, or delete 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

Parameters


Note


A route record is maintained seamlessly by the Skill Group API; that is, a single route record is generated for each skill group created and the process is hidden from the user. The route records are updated and deleted via the Skill Group API.


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
  • 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>
    <peripheralNumber>1234567</peripheralNumber>
    <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>