Skill Group API

URL

Operations

• create: Creates one skill group.

  Note	A skill group can only be associated with agents that are on the same data center as that skill group.

• delete: Marks one skill group for deletion, but does not permanently delete it.

• get: Returns one skill group, using the URL https://<server>/unifiedconfig/config/skillgroup/<id>.

• list: Retrieves a list of skill groups.

  • Query Parameters:

    • selectedAgentCount: Use this query parameter to augment skill group information about multiple agents. The selectedAgentCount parameter shows the number of specified agents belonging to that skill group. For example, to find out how many of agents 5000, 5001, 5002, and 5003 belong to each of the skill groups in the list, add selectedAgentCount=5000,5001,5002,5003.

      Note	Using selectedAgentCount automatically sets the summary list query parameter to true.

    • Summary list: See list.

• update: Updates one skill group.

  Note	After a skill group has been created, the data center cannot be modified. A skill group can only be associated with agents that are on the same data center as that skill group.

Parameters

• refURL: The refURL of the skill group. See Shared Parameters.

• name: The name of the skill group. See Shared Parameters.

• department: A reference to the department (Department API), including the name and refURL. See References.

• changeStamp: See Shared Parameters.

• description: See Shared Parameters.

• mediaRoutingDomain: A reference to the media routing domain (Media Routing Domain API) including the name and refURL. See References.

  • Defaults to Cisco_Voice MRD if this parameter is not provided.

  • This reference cannot be updated.

• agents: A collection of agents assigned to the skill group (See Agent Call API). References also include firstName, lastName, agentId, and agentTeam (which includes the team name and refURL). See References.

  • canRemove: This parameter only appears for supervisors. It indicates whether or not the supervisor has permission to remove the agent from this skill group. The supervisor can remove the agent from the skill group if the agent belongs to a team of this supervisor.

• agentsAdded: A collection of agent references to be added to the skill group, including the refURL of each agent to be added. This parameter is update only, and cannot be used in conjunction with the agents parameter. This parameter can be used with the agentsRemoved parameter. See References.

• agentsRemoved: A collection of agent references to be removed from the skill group, including the refURL of each agent to be removed. This parameter is update only, and cannot be used in conjunction with the agents parameter. This parameter can be used with the agentsAdded parameter. See References.

• agentCount: Read-only parameter containing the number of agents having the skill.

• selectedAgentCount: Read-only field. Indicates the number of specified agents belonging to the skill group. Returned only when using the selectedAgentCount query parameter.

• bucketInterval: A reference to the bucket interval (Bucket Interval API). Includes the name and refURL. See References.

• serviceLevelThreshold: Maximum time in seconds that a caller should wait before being connected with an agent. Positive integers only, or blank.

  Blank means use the value from the specified mediaRoutingDomain.

• serviceLevelType: This value indicates how the system calculates the service level.

  • 1: Ignore Abandoned Calls (default).

  • 2: Abandoned Calls have Negative Impact.

  • 3: Abandoned Calls have Positive Impact.

• peripheralSet: This parameter is mandatory for Packaged CCE 4000 Agents or 12000 Agents deployment type. You must provide the reference to a peripheral set for which Agent PG is configured.

  The peripheralSet parameter is not available for Packaged CCE 2000 Agents deployment type.

• peripheralNumber: Read-only parameter. Automatically generated when using the create operation.

• datacenter: A reference to the data center, including the refURL and name.

  You must provide the reference to a data center that contains above peripheral set. For more information on data center for 4000 Agents or 12000 Agents deployment, see Inventory Import API.

Search and Sort Values

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

See Search and Sort.

For more information on search restrictions, see Search.

Advanced Search Parameters

• datacenters: (dc1|dc2|dc3...) which returns all the Skill Groups that belong to any of the specified data centers. Up to three data centers can be specified. The data center names are fully matched (case-insensitive, no partial matches). Searching for "core" returns all machines in the core data center.

• campaign:(none) which returns all the Skill Groups that are not associated to any campaign.

• peripheralSets: (ps1|ps2|ps3...) returns the skill groups specific to the peripheral sets in 4000 Agents/12000 Agents deployment. The peripheral set names are fully matched (case-insensitive, no partial matches).

Example Get Response

Copy<skillGroup>
    <department>
     <refURL>/unifiedconfig/config/department/5001</refURL>
     <name>Sales</name>
   </department>
<refURL>/unifiedconfig/config/skillgroup/(id)</refURL>
    <name>test</name>
    <description>test skill group</description>
    <changeStamp>0</changeStamp
    <datacenter>
        <name>Berlin</name>
        <refURL>unifiedconfig/config/datacenter/5000</refURL>
    </datacenter> 
    <mediaRoutingDomain>
        <name>Cisco_Voice</name>
        <refURL>/unifiedconfig/config/mediaroutingdomain/1</refURL>
    </mediaRoutingDomain>
    <bucketInterval>
        <name>bucketIntervalName</name>
        <refURL>/unifiedconfig/config/bucketinterval/1</refURL>
    </bucketInterval>
    <serviceLevelThreshold>20</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
    <peripheralNumber>1234567</peripheralNumber>
    <agents>
        <agent>
            <refURL>/unifiedconfig/config/agent/5000</refURL>
            <firstName>Jane</firstName>
            <lastName>Doe</lastName>
            <userName>username</userName>
            <agentId>8007</agentId>
            <canRemove>true</canRemove>
        </agent>
        <agent>
            <refURL>/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>
			

Example Get Response for Packaged CCE 4000 Agents or 12000 Agents Deployment Type

Copy<skillGroups>
<skillGroup xsi:type="skillGroup">
<department>
     <refURL>/unifiedconfig/config/department/5002</refURL>
     <name>Sales</name>
   </department>
<refURL>/unifiedconfig/config/skillgroup/8485</refURL>
<changeStamp>0</changeStamp>
<agentCount>1</agentCount>
<name>SKG1</name>
<peripheralNumber>9194364</peripheralNumber>
<agents>
    <agent>...</agent>
</agents>
<PeripheralSet>
           <refURL>/unifiedconfig/config/inventory/datacenter/bangalore/peripheralset/5001</refURL>
            <name>ps1</name>
 <PeripheralSet/>
 <datacenter>
        <refURL>/unifiedconfig/config/inventory/datacenter/10788</refURL>
        <name>bangalore</name>
 </datacenter>
<mediaRoutingDomain>...</mediaRoutingDomain>
</skillGroup>
</skillGroups>