CSQ Data Structure

name

string

minLength = 1

maxLength = 50

minOccurs = 1

maxOccurs = 1

nillable = false

Name contains alphanumeric characters, special characters, spaces, underscores (_), and hyphens (-) without leading or trailing white spaces.

Name of the CSQ as set up in Unified CCX Administration

queueType

string

minOccurs = 1

maxOccurs = 1

nillable = false

Enumerations = VOICE, EMAIL, CHAT

A type of the CSQ.

Possible values:

0—voice CSQ

1—email CSQ

2—chat CSQ

queueAlgorithm

string

minOccurs = 1

maxOccurs = 1

nillable = false

Enumerations = FIFO

Criterion that specifies how contacts are queued, as set up in Unified CCX Administration.

autoWork

boolean

minOccurs = 0

maxOccurs = 1

nillable = false

default = false

Whether an agent goes to Work State after handling a call from this CSQ:

f —No

t —Yes

wrapupTime

int

minOccurs = 0

maxOccurs = 1

nillable = false

minInclusive = 0

maxInclusive = 7200

Time in seconds that agent is placed in Work state.

Possible values:

1—7200

0—disabled

resourcePoolType

string

minOccurs = 1

maxOccurs = 1

nillable = false

Enumerations = skillGroup, ResourceGroup

Type of resource pool that is set up in Unified CCX Administration:

1—Resource groups

2—Resource skills

serviceLevel

baseIdInt

minOccurs = 0

maxOccurs = 1

nillable = false

default = 5

Goal, in seconds, for the maximum time that a caller spends in the queue before the call is answered by an agent, as set up in Unified CCX Administration.

serviceLevelPercentage

int

minOccurs = 0

maxOccurs = 1

nillable = false

default = 70

minInclusive = 1

maxInclusive = 100

Goal for the percentage of calls that meet the service level that is shown in the serviceLevel field, as set up in Unified CCX Administration.

poolSpecificInfo

skillorResourceGroup

minOccurs = 1

maxOccurs = 1

Specific information about the pool, such as Skill Group or Resources Group.

RoutingType

string

minOccurs = 0

maxOccurs = 1

nillable = false

Enumerations: VOICE, INTERACTIVE, and NONINTERACTIVE

The Routing Type element is mandatory for the Email CSQ and it should be set to "NONINTERACTIVE".

For all other media types including the Voice and Chat, it is not mandatory to specify the routing type.

VOICE

VOICE

EMAIL

NONINTERACTIVE

CHAT

INTERACTIVE