Queue—Get List of Queues for User

This API allows a user to get a list of all queues associated with that user. If the user is a supervisor, it returns all queues assigned to all team members of the supervised teams, in addition to the teams that the supervisor belongs to.

Note

The list of queues does not include the system-defined queue (skill group) present in Unified CCE to which all agents belong.

URI:

https://<FQDN>/finesse/api/User/<id>/Queues

Example URI:

https://finesse1.xyz.com/finesse/api/User/1234/Queues

Security Constraints:

All users can use this API to retrieve a list of queues for any user.

HTTP Method:

GET

Content Type:

—

Input/Output Format:

XML

HTTP Request:

—

HTTP Response:

200: Success

401: Authorization Failure

404: User Not Found

500: Internal Server Error

Example Response: 

<Queues>
    <Queue>
        <uri>/finesse/api/Queue/1234</uri>
        <name>Sales</name>
        <statistics>
            <callsInQueue>3</callsInQueue>
            <startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue>
            <agentsReady>1</agentsReady>
            <agentsNotReady>2</agentsNotReady>
            <agentsBusyOther>0</agentsBusyOther>
            <agentsLoggedOn>1</agentsLoggedOn>
            <agentsTalkingInbound>3</agentsTalkingInbound>
            <agentsTalkingOutbound>4</agentsTalkingOutbound>
            <agentsTalkingInternal>5</agentsTalkingInternal>
            <agentsWrapUpNotReady>6</agentsWrapUpNotReady>
            <agentsWrapUpReady>7</agentsWrapUpReady>
        </statistics>
    </Queue>
    ... more queues ...
</Queues>

Example Failure Response: 

<ApiErrors>
     <ApiError>
          <ErrorType>Authorization Failure</ErrorType>
          <ErrorMessage>UNAUTHORIZED</ErrorMessage>
          <ErrorData>jsmith</ErrorData>
     </ApiError>
</ApiErrors>

Platform-Based API Differences

The following statistics fields are updated only for a stand-alone Finesse deployment with Unified CCE:

  • callsInQueue

  • startTimeOfLongestCallInQueue

  • agentsReady

  • agentsNotReady

  • agentsTalkingInbound

  • agentsTalkingOutbound

  • agentsTalkingInternal

  • agentsWrapUpNotReady

  • agentsWrapUpReady

  • agentsLoggedOn

  • agentsBusyOther