Queue—Get Queue

This API allows a user to get a Queue object. Use this API to access statistics for a queue that is assigned to agents or supervisors.

If you use this API to get a queue that is not assigned to any users, the response contains a value of -1 for numeric statistics and is empty for string statistics.

Note

This API is only supported for a stand-alone Finesse deployment with Unified CCE and not applicable for coresident Finesse deployment with Unified CCX.

URI:

https://<FQDN>/finesse/api/Queue/<id>

Example URI:

https://finesse1.xyz.com/finesse/api/Queue/10

Security Constraints:

Any user can use this API to retrieve information about a specific queue. The user does not need to belong to that queue.

HTTP Method:

GET

Content Type:

—

Input/Output Format:

XML

HTTP Request:

—

HTTP Response:

200: Success

401: Authorization Failure

404: Not Found

500: Internal Server Error

Example Response: 

<Queue>
    <uri>/finesse/api/Queue/10</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>

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