Dixa
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Queues

Assign agents

Assign one or more agents/admins to a given queue.

SecurityApiKeyAuth
Request
path Parameters
queueId
required
string <uuid>
Request Body schema: application/json
required

The list of agents/admins to be added to the queue

agentIds
Array of strings <uuid>
Responses
200

The list of patch action outcomes

400

Invalid value for: path parameter queueId, Invalid value extracted from request context, Invalid value for: body

404

An entity in this request could not be found

500

Internal failure during request processing

patch/v1/queues/{queueId}/members
Request samples
application/json
{
  • "agentIds": [
    • "c31e5e3f-1d5f-4442-83df-fd7bddd59da4",
    • "26ae145b-8644-4fa5-aa56-7b3dcacbe2d4"
    ]
}
Response samples
application/json
{
  • "data": [
    • {
      • "data": "b41558f2-3807-44ef-8abf-a73d5ef68ff6",
      • "_type": "BulkActionSuccess"
      },
    • {
      • "error": {
        • "id": "914a6e19-cab7-41a7-b41b-517e0ed56161",
        • "message": "User not found",
        • "_type": "NotFound"
        },
      • "_type": "BulkActionFailure"
      },
    • {
      • "error": {
        • "id": "7fecdb7e-9e37-45ef-be5e-0c14d6687aa0",
        • "message": "Member is neither Agent or Admin",
        • "_type": "Validation"
        },
      • "_type": "BulkActionFailure"
      }
    ]
}

Create queue

Create a queue.

SecurityApiKeyAuth
Request
Request Body schema: application/json
required

The details for creating a queue

required
object (CreateOrUpdateQueueRequest)
Responses
201

The created queue

400

Invalid value extracted from request context, Invalid value for: body

500

Internal failure during request processing

post/v1/queues
Request samples
application/json
{
  • "request": {
    • "name": "MyCorp main queue",
    • "callFunctionality": false,
    • "isDefault": true,
    • "queueThresholds": {
      • "WaitingConversations": 10
      },
    • "offerTimeout": 10,
    • "offerAlgorithm": "AllAtOnce",
    • "wrapupTimeout": 10,
    • "priority": 1,
    • "offerAbandonedConversations": false,
    • "doNotOfferTimeouts": {
      • "WidgetChat": 1
      },
    • "isDoNotOfferEnabled": true,
    • "preferredAgentTimeouts": {
      • "WhatsApp": 300,
      • "Voicemail": 300,
      • "WidgetChat": 300,
      • "FacebookMessenger": 300,
      • "Email": 43200,
      • "ContactForm": 43200,
      • "Callback": 300,
      • "PstnPhone": 300
      },
    • "isPreferredAgentEnabled": false,
    • "preferredAgentOfflineTimeout": 500,
    • "personalAgentOfflineTimeout": 500
    }
}
Response samples
application/json
{
  • "data": {
    • "id": "string",
    • "name": "string",
    • "isDefault": true,
    • "organizationId": "string",
    • "queueThresholds": {
      • "property1": 0,
      • "property2": 0
      },
    • "slaCalculationMethod": "string",
    • "offerTimeout": 0,
    • "offeringAlgorithm": "string",
    • "memberListType": "string",
    • "usages": {
      • "queueId": "string",
      • "usages": {
        • "property1": [
          • "string"
          ],
        • "property2": [
          • "string"
          ]
        }
      },
    • "wrapupTimeout": 0,
    • "priority": 0,
    • "offerAbandonedConversations": true,
    • "doNotOfferTimeouts": {
      • "property1": 0,
      • "property2": 0
      },
    • "isDoNotOfferEnabled": true,
    • "isPreferredAgentEnabled": true,
    • "preferredAgentTimeouts": {
      • "property1": 0,
      • "property2": 0
      },
    • "preferredAgentOfflineTimeout": 0,
    • "personalAgentOfflineTimeout": 0
    }
}

Get queue

Get a queue by id.

SecurityApiKeyAuth
Request
path Parameters
queueId
required
string <uuid>
Responses
200

The queue

400

Invalid value for: path parameter queueId, Invalid value extracted from request context

404

An entity in this request could not be found

500

Internal failure during request processing

get/v1/queues/{queueId}
Request samples 
Response samples 
application/json
{
  • "data": {
    • "id": "0bf82493-ae46-4c49-aa29-0422136269be",
    • "name": "MyCorp main queue",
    • "isDefault": true,
    • "organizationId": "3de6c0f1-5e84-4d29-9ce9-84033983d4e6",
    • "queueThresholds": {
      • "SlaPercentage": 10
      },
    • "slaCalculationMethod": "AbandonedIgnored",
    • "offerTimeout": 10,
    • "offeringAlgorithm": "OneAtATimeRandom",
    • "memberListType": "SkillBased",
    • "usages": {
      • "queueId": "0bf82493-ae46-4c49-aa29-0422136269be",
      • "usages": {
        • "WidgetChat": [
          • "c6f50127-7f0a-418f-943e-c62b96d8a742",
          • "b2ac94ac-379a-4f24-995a-6473809eef6b"
          ],
        • "PstnPhone": [
          • "+4589977790"
          ],
        • "Email": [
          • "info@mycorp.dixa.io"
          ]
        }
      },
    • "wrapupTimeout": 10,
    • "priority": 1,
    • "offerAbandonedConversations": false,
    • "doNotOfferTimeouts": {
      • "WidgetChat": 1
      },
    • "isDoNotOfferEnabled": true,
    • "isPreferredAgentEnabled": false,
    • "preferredAgentTimeouts": {
      • "WhatsApp": 300,
      • "Voicemail": 300,
      • "WidgetChat": 300,
      • "FacebookMessenger": 300,
      • "Email": 43200,
      • "ContactForm": 43200,
      • "Callback": 300,
      • "PstnPhone": 300
      },
    • "preferredAgentOfflineTimeout": 500,
    • "personalAgentOfflineTimeout": 500
    }
}
Get queue availability
Get availability of supported channels for a given queue


SecurityApiKeyAuth 
Request 
path Parameters
queueId
required
string <uuid> 
 
Responses 
200
The availability of supported channels for a given queue


400
Invalid value for: path parameter queueId, Invalid value extracted from request context ,queue does not exist


500
Internal failure during request processing


get/v1/queues/{queueId}/availability
Request samples 
Response samples 
application/json
{
  • "data": [
    • {
      • "channelAvailability": {
        • "genericChannelName": "my_chat",
        • "availability": "NotAvailable",
        • "queueSize": 10,
        • "_type": "GenericChannel"
        },
      • "_type": "Success"
      },
    • {
      • "error": {
        • "channel": "Failure getting availability for channel my_messenger",
        • "message": "Could not get availability for channel",
        • "_type": "UnexpectedError"
        },
      • "_type": "Failure"
      }
    ]
}
Get the position of the conversation in its current queue
Get the approximate position of a given conversation in its current queue.


SecurityApiKeyAuth 
Request 
path Parameters
csid
required
integer <int64> 
 
Responses 
200
The position of the conversation in the queue


400
Invalid value for: path parameter csid, Invalid value extracted from request context


404
An entity in this request could not be found


500
Internal failure during request processing


get/v1/queues/conversation-position/{csid}
Request samples 
Response samples 
application/json
{
  • "data": {
    • "position": 10,
    • "queuedAt": "2021-12-01T13:00:00.003Z"
    }
}
List agents
List all agents/admins that are members of a queue by providing the queue id.


SecurityApiKeyAuth 
Request 
path Parameters
queueId
required
string <uuid> 
 
Responses 
200
List of the agents/admins that are members of a queue


400
Invalid value for: path parameter queueId, Invalid value extracted from request context


404
An entity in this request could not be found


500
Internal failure during request processing


get/v1/queues/{queueId}/members
Request samples 
Response samples 
application/json
{
  • "data": [
    • {
      • "agentId": "e96647c1-f697-4328-868a-19f828a6ee46",
      • "priority": 1
      },
    • {
      • "agentId": "95dfa97e-dbf5-4bfc-be64-1f834baebd4e",
      • "priority": 2
      }
    ]
}
List queues
List all queues in an organization.


SecurityApiKeyAuth 
Responses 
200
The list of queues in an organization


400
Invalid value extracted from request context


500
Internal failure during request processing


get/v1/queues
Request samples 
Response samples 
application/json
{
  • "data": [
    • {
      • "id": "497d2cb4-6b48-4fa2-99d2-21c2a5bad79f",
      • "name": "MyCorp main queue",
      • "isDefault": true,
      • "organizationId": "927d4b48-966b-45a3-8d7c-c6ad64f877b0",
      • "queueThresholds": {
        • "SlaPercentage": 10
        },
      • "slaCalculationMethod": "AbandonedIgnored",
      • "offerTimeout": 10,
      • "offeringAlgorithm": "OneAtATimeRandom",
      • "memberListType": "SkillBased",
      • "usages": {
        • "queueId": "497d2cb4-6b48-4fa2-99d2-21c2a5bad79f",
        • "usages": {
          • "WidgetChat": [
            • "c6f50127-7f0a-418f-943e-c62b96d8a742",
            • "b2ac94ac-379a-4f24-995a-6473809eef6b"
            ],
          • "PstnPhone": [
            • "+4589977790"
            ],
          • "Email": [
            • "info@mycorp.dixa.io"
            ]
          }
        },
      • "wrapupTimeout": 10,
      • "priority": 1,
      • "offerAbandonedConversations": false,
      • "doNotOfferTimeouts": {
        • "WidgetChat": 1
        },
      • "isDoNotOfferEnabled": true,
      • "isPreferredAgentEnabled": false,
      • "preferredAgentTimeouts": {
        • "WhatsApp": 300,
        • "Voicemail": 300,
        • "WidgetChat": 300,
        • "FacebookMessenger": 300,
        • "Email": 43200,
        • "ContactForm": 43200,
        • "Callback": 300,
        • "PstnPhone": 300
        },
      • "preferredAgentOfflineTimeout": 500,
      • "personalAgentOfflineTimeout": 500
      },
    • {
      • "id": "921a6e00-0845-417e-9c67-f7cb872d45f0",
      • "name": "MyCorp email queue",
      • "isDefault": true,
      • "organizationId": "927d4b48-966b-45a3-8d7c-c6ad64f877b0",
      • "queueThresholds": {
        • "SlaPercentage": 10
        },
      • "slaCalculationMethod": "AbandonedIgnored",
      • "offerTimeout": 10,
      • "offeringAlgorithm": "OneAtATimeRandom",
      • "memberListType": "SkillBased",
      • "usages": {
        • "queueId": "921a6e00-0845-417e-9c67-f7cb872d45f0",
        • "usages": {
          • "Email": [
            • "info@mycorp.dixa.io"
            ]
          }
        },
      • "wrapupTimeout": 10,
      • "priority": 1,
      • "offerAbandonedConversations": false,
      • "doNotOfferTimeouts": {
        • "WidgetChat": 1
        },
      • "isDoNotOfferEnabled": true,
      • "isPreferredAgentEnabled": false,
      • "preferredAgentOfflineTimeout": 500,
      • "personalAgentOfflineTimeout": 500
      }
    ]
}
Remove agents
Bulk remove agents/admins from the specified queue.


SecurityApiKeyAuth 
Request 
path Parameters
queueId
required
string <uuid> 
 
Request Body schema: application/json
required
The list of agents/admins to be removed from the queue. Up to 10 members can be specified.


agentIds
Array of strings <uuid> 
 
Responses 
204
The bulk operation succeeded


400
Invalid value for: path parameter queueId, Invalid value extracted from request context, Invalid value for: body


404
An entity in this request could not be found


500
Internal failure during request processing


delete/v1/queues/{queueId}/members
Request samples 
application/json
{
  • "agentIds": [
    • "743c3781-c882-4352-a1fa-fe5d7a673cfd",
    • "cad2f234-8cec-4cd8-96e9-a6491a0176da"
    ]
}
Response samples 
application/json
{
  • "message": "Invalid value in request"
}
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