Sinch Contact Center Restful Monitoring Interface (RMI) version v1

http://localhost:8080/RI/rmi

Description

This interface provides statistics of contacts, agents and queues from Monitoring Database.

Request Header Data Requirements

To GET JSON response, the request must have "Accept = application/json" header.

To GET XML response, the request should have "Accept = application/xml" header.

To POST/PUT JSON data, the request must have "Content-Type = application/json" header.

To POST/PUT XML data, the request should have "Content-Type = application/xml" header.

POST should also have "Accept = text/html" header. It returns the ID of the created object. POST also returns Location header which contains the ID. POST returns code 201 (Created).

PUT and DELETE do not have any response, instead they return code 204 (No Content).

/contacts

Collection of contacts.

get

get

Get a list of contacts.

get

Entity representing a contact.

get

Get the contact with contactId = {contactId}.

Get the contact with contactId = {contactId}.

URI Parameters

  • contactId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • contactGroupId: required(string - minLength: 32 - maxLength: 36)

    When contact is transferred, then it gets the new id but contactGroupId stays the same. Chats and emails have 36 characters with hyphens while phone calls have 32 characters without hyphens.

  • channel: required(one of PHONE, CHAT, EMAIL)
  • type: required(string)

    CallIn (=inbound call); CallIn/Forwarded(=inbound call, which is transfered by the BCM system (not by an agent)); CallOut(=outbound call); CallOutOB(=outbound call belong to Outbound campaign activity); CallOutTerm(=terminal call, generated by the multiterminal desktop (MTD) usage); EMAILIN(=E-mail (inbound)); EMAILOUT(=E-mail (outbound, which agent has sent)); VOICEMAILIN(=inbound voicemail contacts); ChatIn(=inbound chat); ChatOut(=outbound chat); CBR(=callback request); CBRCallOut(=outgoing call, which made for callback request to retrieve customer); CBRIntCallIn(=internal call, which is made to queue to get agent to handle callback request); IVR (IVR contact)

  • subtype: (one of text, video, sms, facebook, wechat, whatsapp, EMAIL, EMAILOUT, ACTION, TASK, XRI, OII_EMAIL)

    Chat or email channel subtype. Chat subtypes in lower case, email subtypes in upper case.

  • status: required(one of ServiceClosed, InProcess_WrapUp, Handled_AOT, Handled, NotHandled_FA, NotHandled_Ab, InProcess_Preview, InProcess_Pending, InProcess, InQueue, Deleted)

    AOT=The handled inbound contacts with waiting times less than or equal to the Answered-on-Time limit, FA=The contacts that have not been answered, and the caller has disconnected the call before exceeding the False Attempt limit, Ab=The contacts that have not been answered, and the caller has disconnected the call after exceeding the False Attempt limit,.

  • source: required(string)

    Phone number or email address.

  • destination: required(string)

    Phone number or email address.

  • customerName: (string)

    Display name of the customer. For chat channel only.

  • agentId: (string - minLength: 32 - maxLength: 32)

    The agent who is handling or who has handled this contact. Used in access control (STATISTICS_DETAILS).

  • agentName: (string)
  • queueId: (string - minLength: 32 - maxLength: 32)

    The current or last queue for this contact. Access control is checked from this queue (STATISTICS_DETAILS).

  • queueName: (string)
  • origQueueId: (string - minLength: 32 - maxLength: 32)

    The original queue in which this contact was created. Normally the same as queueId, unless the contact was transferred to another queue.

  • origQueueName: (string)
  • queueLoginType: (one of AutoAllocation, HuntGroup)
  • applicationId: (string - minLength: 32 - maxLength: 32)

    ContactCenter or IVR ID. IVR is used in access control (STATISTICS_DETAILS).

  • applicationName: (string)

    "ContactCenter" or IVR name.

  • reportingGroupId: (string - minLength: 32 - maxLength: 32)
  • reportingGroupName: (string)
  • outboundCampaignId: (string - minLength: 32 - maxLength: 32)

    Used in access control (STATISTICS_DETAILS).

  • outboundCampaignName: (string)
  • arrivalTime: required(datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

  • arrivalQueueTime: (datetime)
  • previewTime: (datetime)

    Only when Outbound campaign contacts is preview state.

  • connectTime: (datetime)
  • pendingTime: (datetime)

    Only when contact (email) has been set pending (latest pending).

  • pickTime: (datetime)

    Only when contact (email) has been set picked (latest picked).

  • disconnectTime: (datetime)

    Null if contact is not ended yet.

  • wrapUpBeginTime: (datetime)
  • wrapUpEndTime: (datetime)
  • queuingDuration: required(integer)

    Milliseconds.

  • handlingDuration: required(integer)

    Milliseconds, to current time if not handled yet.

  • wrapUpTotalDuration: required(integer)

    Milliseconds.

  • wrapUpScriptingDuration: required(integer)

    Shown after wrap-up ended (wrapUpEndTime exists).

  • wrapUpRestingDuration: required(integer)

    Shown after wrap-up ended (wrapUpEndTime exists).

  • totalDuration: required(integer)

    Milliseconds from arrivalTime to disconnectTime or to current time.

  • waitingDuration: required(integer)

    Milliseconds.

  • serviceClosed: required(boolean)
  • record: (boolean)

    True if contact is phone call and has recording, null otherwise.

  • answeredOnTimeThreshold: required(integer)

    Seconds.

  • falseAttemptTimeThreshold: required(integer)

    Seconds.

  • subject: (string)
  • requiredAgent: (object)

    Required or preferred agent if queuing/pending contact has one.

    • id: required(string - minLength: 32 - maxLength: 32)

      Required/preferred agent ID.

    • name: required(string)

      Required/preferred agent name.

    • type: required(number)

      1 if required agent, 2 if preferred agent.

    • expirationTime: (datetime)

      ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z.

    • agents: (object)

      Contains list of agents in case contact has multiple required/preferred agents.

      • agent: required(array of object)

        Items: items

        • id: required(string - minLength: 32 - maxLength: 32)

          Required/preferred agent ID.

        • name: required(string)

          Required/preferred agent name.

Example:

{
  "id": "E936C400B22311D38FBE0090279A922E",
  "queueId": "F8C2697F37D044DB929B10F75381C624",
  "queueName": "CustomerService",
  "origQueueId": "F8C2697F37D044DB929B10F75381C624",
  "origQueueName": "CustomerService",
  "applicationId" : "8904FC834D01423291AEA278E226CE1B",
  "applicationName" : "ContactCenter",
  "agentId" : "E936C474B22311D38FBE0090279A922E",
  "agentName" : "Fox, John",
  "reportingGroupId": "CB6C223C34784BD38D4430678BB901E9",
  "reportingGroupName": "Sales",
  "outboundCampaignId" : "",
  "outboundCampaignName" : "",
  "contactGroupId": "E936C499B22311D38FBE0090279A922E",
  "source" "0401234567",
  "destination" : "320",
  "arrivalTime": "2016-02-01T09:22:11.000Z",
  "arrivalQueueTime": "2016-02-01T09:22:12.000Z",
  "previewTime": "2016-02-01T09:22:12.000Z", // only when Outbound campaign contacts is preview state
  "connectTime": "2016-02-01T09:22:50.000Z",
  "pendingTime": "2016-02-01T09:24:50.000Z", // only when contact (email) has been set pending (latest pending)
  "pickTime": "2016-02-01T09:25:50.000Z", // only when contact (email) has been set picked (latest picked)
  "disconnectTime": "2016-02-01T09:28:13.000Z",
  "wrapUpBeginTime": "2016-02-01T09:28:13.000Z",
  "wrapUpEndTime": "2016-02-01T09:28:23.000Z",
  "queuingDuration": 38000,
  "handlingDuration": 323000,
  "wrapUpTotalDuration": 10000,
  "wrapUpScriptingDuration": 7000, // Shown after wrap-up ended (wrapUpEndTime exists)
  "wrapUpRestingDuration": 3000, // Shown after wrap-up ended (wrapUpEndTime exists)
  "totalDuration": 333000,
  "serviceClosed": false,
  "waitingDuration": 12807,
  "status": "Handled_AOT", // ServiceClosed, Handled, Handled_AOT, NotHandled_FA, NotHandled_Ab, InProcess, InProcess_Preview, InProcess_Pending, InProcess_WrapUp
  "channel": "PHONE", // PHONE, CHAT, EMAIL
  "type": "CallIn", //CallIn (=inbound call); CallIn/Forwarded(=inbound call, which is transfered by the BCM system (not by an agent)); CallOut(=outbound call);
  // CallOutOB(=outbound call belong to Outbound campaign activity); CallOutTerm(=terminal call, generated by the multiterminal desktop (MTD) usage);
  // EMAILIN(=E-mail (inbound)); EMAILOUT(=E-mail (outbound, which agent has sent)); VOICEMAILIN(=inbound voicemail contacts); ChatIn(=inbound chat);
  // ChatOut(=outbound chat); CBR(=callback request); CBRCallOut(=outgoing call, which made for callback request to retrieve customer);
  // CBRIntCallIn(=internal call, which is made to queue to get agent to handle callback request); IVR (IVR contact)
  "record": true, //true or false
  "answeredOnTimeThreshold": 15,
  "falseAttemptTimeThreshold": 10,
  "requiredAgent": {
    "type": 2,
    "expirationTime": "2024-05-05T08:55:24.563Z",
    "id": "30BAC5C8C39A4CA5A5B1C5509EE4F12B",
    "name": "Surname, First Name"
  }
}

post

post

Generate request to close contact into monitoring database by generation "close reporting event" for Data Collector handle. Call example: {"event":"Close", "reason":"Disconnected by Agent1"}. "event" is mandatory and "reason" is optional. When reason not given, value "Disconnected by {agent}" is used as reason where {agent} is agent name who requested contact close.

Generate request to close contact into monitoring database by generation "close reporting event" for Data Collector handle. Call example: {"event":"Close", "reason":"Disconnected by Agent1"}. "event" is mandatory and "reason" is optional. When reason not given, value "Disconnected by {agent}" is used as reason where {agent} is agent name who requested contact close.

URI Parameters

  • contactId: required(string)

Body

Media type: application/json

Type: event

Example:

{
  "event": "Close",
  "reason": "Disconnected by Agent1"
}

HTTP status code 200

Close contact request send successfully.

Body

Media type: application/text

Type: any

Example:

1

HTTP status code 400

The contact found from monitoring database but it is already closed.

Body

Media type: application/text

Type: any

Example:

Contact is already closed: 3C07FCD3-4FAD-11ED-8D89-14F6D8640315

HTTP status code 404

The contact was not found from monitoring database.

Body

Media type: application/text

Type: any

Example:

HTTP 404 Not Found

HTTP status code 500

Error occured.

Body

Media type: application/text

Type: any

Example:

Invalid event value Close3 ! Use example: {"event":"Close"}

get

Collection of details.

get

Get a list of contact events.

Get a list of contact events.

URI Parameters

  • contactId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: array of object

Items: details

  • id: required(string - minLength: 32 - maxLength: 32)

    Id of the contact

  • event: required(string)
  • time: required(datetime)
  • value1: required(string)
  • value2: (string)

Example:

{
  "id": "B887C475B22311D38FBE0090279A922E",
  "time": "2016-01-01T12:00:00.000Z",
  "event": "Queing",
  "value1": "Customer Service",
  "value2": ""
},
{
  "id": "B888C476B22311D38FBE0090279A922E",
  "time": "2016-01-01T12:00:50.000Z",
  "event": "DestAllocated",
  "value1": "Fox, John",
  "value2": "Customer Service"
},
{
  "id": "B889C477B22311D38FBE0090279A922E",
  "time": "2016-01-01T12:01:00.000Z",
  "event": "ConnectedToOper",
  "value1": "Fox, John",
  "value2": "Customer Service"
},
{
  "id": "B890C478B22311D38FBE0090279A922E",
  "time": "2016-01-01T12:01:00.000Z",
  "event": "DestUnAllocated",
  "value1": "Customer Service",
  "value2": "Connected"
}, 
{
  "id": "B892C480B22311D38FBE0090279A922E",
  "time": "2016-01-01T12:01:00.000Z",
  "event": "Disconnected",
  "value1": ";0",
  "value2": "Customer Service"
}

/agents

Collection of agents.

get

get

Get a list of agents.

get get

Entity representing a agent.

get

Get the agent with agentId = {agentId}.

get

Get the agent with agentId = {agentId}.

URI Parameters

  • agentId: required(string)

Query Parameters

  • startTime: required(string)

    Show statistics after given UTC time.

    Example:

    startTime=2016-01-02T22:00:00.000Z
  • showQueueInfo: (string)

    Include AgentQueue items. 0=do not Include, 1=Include only statistics (default), 2=Include only configuration, 3=Include all, 4=Include only users having statistic, 5=Include only users having configuration, 6=Include only users having statistic and configuration.

    Example:

    showQueueInfo=1
  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI
  • availability: (string)

    Can be filtered by availability. Allows comma separated list.

    Example:

    availability=Free,Busy
  • queueId: (string)

    Can be filtered by queueId. Allows comma separated list. Required if search option showOnlyQueueServing is used.

    Example:

    queueId=F8C2697F37D044DB929B10F75381C624,990556DC18244B4AB5BF35D75A89CDEF
  • showOnlyQueueServing: (string)

    Filter agent to serve one or more queues listed on queue ids. If used, queueId must be provided as well. Support only value 1.

    Example:

    showOnlyQueueServing=1

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • name: required(string)
  • reportingGroupid: required(string - minLength: 32 - maxLength: 32)
  • reportingGroupName: required(string)
  • number: required(string)

    Internal phone number.

  • mobileNumber: required(string)

    Mobile number.

  • externalNumber: required(string)

    External number when serving as external agent.

  • location: required(string)

    Location.

  • manageable: required(boolean)

    Manage rights to user.

  • manageablePresence: required(boolean)

    Manage Presence rights to user.

  • chatName: required(string)

    Chat name.

  • chat: required(string)

    Chat address.

  • email: required(string)

    Email address.

  • userStatus: required(one of Ready, NotReady, Pause, LoggedOut)

    General status.

  • userStatusDuration: required(integer)

    Milliseconds, duration on current userStatus.

  • userReadyStatus: required(boolean)

    Ready status. true = Ready, false = NotReady

  • contactHandlingStatus: required(one of Talking_Inbound, Talking_Outbound, Talking_Outbound_CBR, Talking_Outbound_Campaign, Chatting_Inbound, Emailing_Inbound, Emailing_Outbound, Dialing_Outbound, Dialing_Outbound_CBR, Dialing_Outbound_Campaign, Waiting)

    Contact handling status, shown only when user is logged in.

  • contactHandlingStatusDuration: required(integer)

    Milliseconds, duration on current userStatus.

  • profileId: required(string - minLength: 32 - maxLength: 32)
  • profile: required(string)

    Name of the current presence profile, shown only when user is logged in.

  • profileDuration: required(integer)

    Milliseconds, duration on current profile.

  • profileType: required(one of PRESENCE, ABSENCE, CONFERENCE)

    Presence profile type, shown only when user is logged in.

  • availability: required(one of LoggedOut, Away, Busy, Free)

    Availability

  • dailyPauseDuration: required(integer)

    Milliseconds, configured user daily pause duration.

  • dailyWorkDuration: required(integer)

    Milliseconds, configured user daily work duration.

  • activePhoneContacts: required(integer)

    Number of active inbound and outbound phone contacts.

  • activeEmailContacts: required(integer)

    Number of active inbound and outbound email contacts.

  • activeChatContacts: required(integer)

    Number of active inbound and outbound chat contacts.

  • activeChatInContacts: required(integer)

    Number of active inbound chat contacts.

  • chatFreeCapacity: required(integer)

    Number of how many chats can be still allocated for agent. Outbound chats reduce free capacity as well.

  • chatCapacity: required(integer)

    Number of how many chats can be allocated.

  • allocationBlocked: required(boolean)

    If new contact allocation allowed or not.

  • activeContactDuration: required(integer)

    Milliseconds, duration of oldest active contact (phone, chat or email).

  • handledContactsCallIn: required(integer)

    Number of handled inbound calls.

  • handledContactsChatIn: required(integer)

    Number of handled inbound chats.

  • handledContactseEmailIn: required(integer)

    Number of handled inbound emails.

  • handledContactsCbrIn: required(integer)

    Number of handled inbound callbacks.

  • handledContactsTotalIn: required(integer)

    Total number of handled inbound contacts.

  • handledContactsCallOut: required(integer)

    Number of handled outbound calls.

  • handledContactsChatOut: required(integer)

    Number of handled outbound chats.

  • handledContactsEmailOut: required(integer)

    Number of handled outbound emails.

  • handledContactsTotalOut: required(integer)

    Total number of handled outbound contact.

  • handledContactsTotal: required(integer)

    Total number of handled contact.

  • totalHandlingDuration: required(integer)

    Milliseconds, total contact handling duaration.

  • totalWrapupDuration: required(integer)

    Milliseconds, total wrap-up duaration.

  • readyTime: required(integer)

    Milliseconds, ready time duaration.

  • notReadyTime: required(integer)

    Milliseconds, not ready time duaration.

  • pauseTime: required(integer)

    Milliseconds, pause time duaration.

  • queues: required(array of AgentQueue)

    Included only when query parameter showQueueInfo is greater than 0 or showQueueInfo is not given.

    Items: AgentQueue

    • id: required(string - minLength: 32 - maxLength: 32)
    • name: required(string)
    • type: required(one of Phone, Email, Chat)

      Queue type.

    • serving: required(boolean)

      Serving at queue. Included only when query parameter showQueueInfo is 2 or 3.

    • active: required(boolean)

      Active at queue. Included only when query parameter showQueueInfo is 2 or 3.

    • externalServing: required(boolean)

      Serving as an external agent. Included only when query parameter showQueueInfo is 2 or 3.

    • canChangeQueueLogin: required(boolean)

      Can change queue login. Included only when query parameter showQueueInfo is 2 or 3.

    • handledContactsCallIn: required(integer)

      Number of handled inbound call contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handledContactsCallOut: required(integer)

      Number of handled outbound call contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handledContactsChatIn: required(integer)

      Number of handled inbound chat contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handledContactsEmailIn: required(integer)

      Number of handled inbound email contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handlingDuration: required(integer)

      Milliseconds, contact handling duration. Included only when query parameter showQueueInfo is 1 or 3.

    • wrapUpDuration: required(integer)

      Milliseconds, wrap-up duration. Included only when query parameter showQueueInfo is 1 or 3.

Example:

{
  "id": "E936C474B22311D38FBE0090279A922E",
  "name": "Fox, John",
  "reportingGroupid": "1381038F462C4E4684D997B5924F83DE",
  "reportingGroupName": "Sales",
  "number": 201,
  "mobileNumber": "+358123456201",
  "externalNumber": "+358123456201",
  "location": "Espoo",
  "manageable": true,
  "manageablePresence": true,
  "chatName": "Fox, John",
  "chat": "john.fox@sinch.com",
  "email": "john.fox@sinch.com",
  "userStatus" : "Ready",
  "userStatusDuration" : 3600000,
  "userReadyStatus" : true,  
  "contactHandlingStatus": "Talking_Inbound",
  "contactHandlingStatusDuration": 60000,
  "profileId": "02770429F80BDF1191AD001CC4D98816",
  "profile": "Available",
  "profileDuration": 60000,
  "profileType": "PRESENCE",  
  "availability": "busy",
  "dailyPauseDuration": 1800000,
  "dailyWorkDuration": 30600000,
  "activePhoneContacts": 1,
  "activeEmailContacts": 0,
  "activeChatContacts": 2,
  "activeChatInContacts": 2,
  "chatFreeCapacity": 1,
  "allocationBlocked": false,
  "chatCapacity": 3,
  "activeContactDuration": 60000,
  "handledContactsCallIn": 2,
  "handledContactsChatIn": 1,
  "handledContactsEmailIn": 0,
  "handledContactsCbrIn": 0,
  "handledContactsTotalIn" : 3,
  "handledContactsCallOut": 0,
  "handledContactsChatOut": 0,
  "handledContactsEmailOut": 0,
  "handledContactsTotalOut": 0,
  "handledContactsTotal": 3,
  "totalHandlingDuration": 27000,
  "totalWrapupDuration": 8000,
  "readyTime": 1670000,
  "notReadyTime": 13044036,
  "pauseTime": 3925000,
  "queues": {
    "queue": [
      {
        "id": "F8C2697F37D044DB929B10F75381C624",
        "name": "CustomerService",
        "type": "Phone",
        "serving": true,
        "externalServing": false,
        "canChangeQueueLogin": true,
        "handledContactsCallIn": 2,
        "handledContactsCallOut": 0,
        "handledContactsChatIn": 0,
        "handledContactsEmailIn": 0,
        "handlingDuration": 17000,
        "wrapUpDuration": 8000
      },
      {
        "id": "990556DC18244B4AB5BF35D75A89CDEF",
        "name": "Sales",
        "type": "Chat",
        "serving": true,
        "externalServing": false,
        "canChangeQueueLogin": true,
        "handledContactsCallIn": 0,
        "handledContactsCallOut": 0,
        "handledContactsChatIn": 1,
        "handledContactsEmailIn": 0,
        "handlingDuration": 10000,
        "wrapUpDuration": 0
      }
	]
  }
}

URI Parameters

  • agentId: required(string)

Query Parameters

  • startTime: required(string)

    Show statistics after given UTC time.

    Example:

    startTime=2016-01-02T22:00:00.000Z
  • showQueueInfo: (string)

    Include AgentQueue items. 0=do not Include, 1=Include only statistics (default), 2=Include only configuration, 3=Include all, 4=Include only users having statistic, 5=Include only users having configuration, 6=Include only users having statistic and configuration.

    Example:

    showQueueInfo=1
  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI
  • availability: (string)

    Can be filtered by availability. Allows comma separated list.

    Example:

    availability=Free,Busy
  • queueId: (string)

    Can be filtered by queueId. Allows comma separated list. Required if search option showOnlyQueueServing is used.

    Example:

    queueId=F8C2697F37D044DB929B10F75381C624,990556DC18244B4AB5BF35D75A89CDEF
  • showOnlyQueueServing: (string)

    Filter agent to serve one or more queues listed on queue ids. If used, queueId must be provided as well. Support only value 1.

    Example:

    showOnlyQueueServing=1

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • name: required(string)
  • reportingGroupid: required(string - minLength: 32 - maxLength: 32)
  • reportingGroupName: required(string)
  • number: required(string)

    Internal phone number.

  • mobileNumber: required(string)

    Mobile number.

  • externalNumber: required(string)

    External number when serving as external agent.

  • location: required(string)

    Location.

  • manageable: required(boolean)

    Manage rights to user.

  • manageablePresence: required(boolean)

    Manage Presence rights to user.

  • chatName: required(string)

    Chat name.

  • chat: required(string)

    Chat address.

  • email: required(string)

    Email address.

  • userStatus: required(one of Ready, NotReady, Pause, LoggedOut)

    General status.

  • userStatusDuration: required(integer)

    Milliseconds, duration on current userStatus.

  • userReadyStatus: required(boolean)

    Ready status. true = Ready, false = NotReady

  • contactHandlingStatus: required(one of Talking_Inbound, Talking_Outbound, Talking_Outbound_CBR, Talking_Outbound_Campaign, Chatting_Inbound, Emailing_Inbound, Emailing_Outbound, Dialing_Outbound, Dialing_Outbound_CBR, Dialing_Outbound_Campaign, Waiting)

    Contact handling status, shown only when user is logged in.

  • contactHandlingStatusDuration: required(integer)

    Milliseconds, duration on current userStatus.

  • profileId: required(string - minLength: 32 - maxLength: 32)
  • profile: required(string)

    Name of the current presence profile, shown only when user is logged in.

  • profileDuration: required(integer)

    Milliseconds, duration on current profile.

  • profileType: required(one of PRESENCE, ABSENCE, CONFERENCE)

    Presence profile type, shown only when user is logged in.

  • availability: required(one of LoggedOut, Away, Busy, Free)

    Availability

  • dailyPauseDuration: required(integer)

    Milliseconds, configured user daily pause duration.

  • dailyWorkDuration: required(integer)

    Milliseconds, configured user daily work duration.

  • activePhoneContacts: required(integer)

    Number of active inbound and outbound phone contacts.

  • activeEmailContacts: required(integer)

    Number of active inbound and outbound email contacts.

  • activeChatContacts: required(integer)

    Number of active inbound and outbound chat contacts.

  • activeChatInContacts: required(integer)

    Number of active inbound chat contacts.

  • chatFreeCapacity: required(integer)

    Number of how many chats can be still allocated for agent. Outbound chats reduce free capacity as well.

  • chatCapacity: required(integer)

    Number of how many chats can be allocated.

  • allocationBlocked: required(boolean)

    If new contact allocation allowed or not.

  • activeContactDuration: required(integer)

    Milliseconds, duration of oldest active contact (phone, chat or email).

  • handledContactsCallIn: required(integer)

    Number of handled inbound calls.

  • handledContactsChatIn: required(integer)

    Number of handled inbound chats.

  • handledContactseEmailIn: required(integer)

    Number of handled inbound emails.

  • handledContactsCbrIn: required(integer)

    Number of handled inbound callbacks.

  • handledContactsTotalIn: required(integer)

    Total number of handled inbound contacts.

  • handledContactsCallOut: required(integer)

    Number of handled outbound calls.

  • handledContactsChatOut: required(integer)

    Number of handled outbound chats.

  • handledContactsEmailOut: required(integer)

    Number of handled outbound emails.

  • handledContactsTotalOut: required(integer)

    Total number of handled outbound contact.

  • handledContactsTotal: required(integer)

    Total number of handled contact.

  • totalHandlingDuration: required(integer)

    Milliseconds, total contact handling duaration.

  • totalWrapupDuration: required(integer)

    Milliseconds, total wrap-up duaration.

  • readyTime: required(integer)

    Milliseconds, ready time duaration.

  • notReadyTime: required(integer)

    Milliseconds, not ready time duaration.

  • pauseTime: required(integer)

    Milliseconds, pause time duaration.

  • queues: required(array of AgentQueue)

    Included only when query parameter showQueueInfo is greater than 0 or showQueueInfo is not given.

    Items: AgentQueue

    • id: required(string - minLength: 32 - maxLength: 32)
    • name: required(string)
    • type: required(one of Phone, Email, Chat)

      Queue type.

    • serving: required(boolean)

      Serving at queue. Included only when query parameter showQueueInfo is 2 or 3.

    • active: required(boolean)

      Active at queue. Included only when query parameter showQueueInfo is 2 or 3.

    • externalServing: required(boolean)

      Serving as an external agent. Included only when query parameter showQueueInfo is 2 or 3.

    • canChangeQueueLogin: required(boolean)

      Can change queue login. Included only when query parameter showQueueInfo is 2 or 3.

    • handledContactsCallIn: required(integer)

      Number of handled inbound call contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handledContactsCallOut: required(integer)

      Number of handled outbound call contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handledContactsChatIn: required(integer)

      Number of handled inbound chat contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handledContactsEmailIn: required(integer)

      Number of handled inbound email contacts. Included only when query parameter showQueueInfo is 1 or 3.

    • handlingDuration: required(integer)

      Milliseconds, contact handling duration. Included only when query parameter showQueueInfo is 1 or 3.

    • wrapUpDuration: required(integer)

      Milliseconds, wrap-up duration. Included only when query parameter showQueueInfo is 1 or 3.

Example:

{
  "id": "E936C474B22311D38FBE0090279A922E",
  "name": "Fox, John",
  "reportingGroupid": "1381038F462C4E4684D997B5924F83DE",
  "reportingGroupName": "Sales",
  "number": 201,
  "mobileNumber": "+358123456201",
  "externalNumber": "+358123456201",
  "location": "Espoo",
  "manageable": true,
  "manageablePresence": true,
  "chatName": "Fox, John",
  "chat": "john.fox@sinch.com",
  "email": "john.fox@sinch.com",
  "userStatus" : "Ready",
  "userStatusDuration" : 3600000,
  "userReadyStatus" : true,  
  "contactHandlingStatus": "Talking_Inbound",
  "contactHandlingStatusDuration": 60000,
  "profileId": "02770429F80BDF1191AD001CC4D98816",
  "profile": "Available",
  "profileDuration": 60000,
  "profileType": "PRESENCE",  
  "availability": "busy",
  "dailyPauseDuration": 1800000,
  "dailyWorkDuration": 30600000,
  "activePhoneContacts": 1,
  "activeEmailContacts": 0,
  "activeChatContacts": 2,
  "activeChatInContacts": 2,
  "chatFreeCapacity": 1,
  "allocationBlocked": false,
  "chatCapacity": 3,
  "activeContactDuration": 60000,
  "handledContactsCallIn": 2,
  "handledContactsChatIn": 1,
  "handledContactsEmailIn": 0,
  "handledContactsCbrIn": 0,
  "handledContactsTotalIn" : 3,
  "handledContactsCallOut": 0,
  "handledContactsChatOut": 0,
  "handledContactsEmailOut": 0,
  "handledContactsTotalOut": 0,
  "handledContactsTotal": 3,
  "totalHandlingDuration": 27000,
  "totalWrapupDuration": 8000,
  "readyTime": 1670000,
  "notReadyTime": 13044036,
  "pauseTime": 3925000,
  "queues": {
    "queue": [
      {
        "id": "F8C2697F37D044DB929B10F75381C624",
        "name": "CustomerService",
        "type": "Phone",
        "serving": true,
        "externalServing": false,
        "canChangeQueueLogin": true,
        "handledContactsCallIn": 2,
        "handledContactsCallOut": 0,
        "handledContactsChatIn": 0,
        "handledContactsEmailIn": 0,
        "handlingDuration": 17000,
        "wrapUpDuration": 8000
      },
      {
        "id": "990556DC18244B4AB5BF35D75A89CDEF",
        "name": "Sales",
        "type": "Chat",
        "serving": true,
        "externalServing": false,
        "canChangeQueueLogin": true,
        "handledContactsCallIn": 0,
        "handledContactsCallOut": 0,
        "handledContactsChatIn": 1,
        "handledContactsEmailIn": 0,
        "handlingDuration": 10000,
        "wrapUpDuration": 0
      }
	]
  }
}

get

Collection of queues.

get

Get a list of agent queues and show agent queue login statuses (serving).

Get a list of agent queues and show agent queue login statuses (serving).

URI Parameters

  • agentId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI
  • any fields: (string)

    &field1=value1&field2=value2...
    Values may contain patterns * and ?
    Valid searchable fields: <>

    Example:

    name=Sales
  • sort: (string)

    Can be sorted by any field. Default sort is name. "-" in front of field name will sort descending. With the postfix ",LOCALE-xx" where xx can be for example en,en-US,de,fi, the user may sort with given locale that are based on standard "IETF BCP 47".

    Example:

    sort=name,LOCALE-en
  • offset: (integer - default: 0)

    Skip a number of elements by specifying an offset value for the query.

    Example:

    offset=100
  • limit: (integer - default: 100)

    Limit number of elements by specifying a limit value for the query.

    Example:

    limit=20

HTTP status code 200

Body

Media type: application/json

Type: array of queues

Example:

{
  "id": "F8C2697F37D044DB929B10F75381C624",
  "name": "CustomerService",
  "type": "Phone", // Phone, Email, Chat
  "serving": true,
  "externalServing": false,
  "canChangeQueueLogin": true
},
{
  "id": "990556DC18244B4AB5BF35D75A89CDEF",
  "name": "Sales",
  "type": "Phone", // Phone, Email, Chat
  "serving": true,
  "externalServing": false,
  "canChangeQueueLogin": true
}

get put

Entity representing a queue.

get

Get the queue with queueId = {queueId}.

put

Update the queue with queueId = {queueId}.

Note: Provide all properties since all fields are updated.

Get the queue with queueId = {queueId}.

URI Parameters

  • agentId: required(string)
  • queueId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • name: required(string)
  • type: required(one of Phone, Email, Chat)

    Queue type.

  • serving: required(boolean)

    Serving at queue.

  • active: required(boolean)

    Active at queue.

  • externalServing: required(boolean)

    Serving as an external agent.

  • canChangeQueueLogin: required(boolean)

    Can change queue login. Included only when query parameter showQueueInfo is 2 or 3.

Example:

{
  "id": "F8C2697F37D044DB929B10F75381C624",
  "name": "CustomerService",
  "type": "Phone",
  "serving": true,
  "active": true,
  "externalServing": false,
  "canChangeQueueLogin": true
}

Update the queue with queueId = {queueId}.

Note: Provide all properties since all fields are updated.

URI Parameters

  • agentId: required(string)
  • queueId: required(string)

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • name: required(string)
  • type: required(one of Phone, Email, Chat)

    Queue type.

  • serving: required(boolean)

    Serving at queue.

  • active: required(boolean)

    Active at queue.

  • externalServing: required(boolean)

    Serving as an external agent.

  • canChangeQueueLogin: required(boolean)

    Can change queue login. Included only when query parameter showQueueInfo is 2 or 3.

Example:

{
  "id": "F8C2697F37D044DB929B10F75381C624",
  "name": "CustomerService",
  "type": "Phone",
  "serving": true,
  "active": true,
  "externalServing": false,
  "canChangeQueueLogin": true
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

get

Collection of presences.

get

Get a list of agent presence profiles.

Get a list of agent presence profiles.

URI Parameters

  • agentId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI
  • any fields: (string)

    &field1=value1&field2=value2...
    Values may contain patterns * and ?
    Valid searchable fields: <>

    Example:

    name=Available
  • sort: (string)

    Can be sorted by any field. Default sort is name. "-" in front of field name will sort descending. With the postfix ",LOCALE-xx" where xx can be for example en,en-US,de,fi, the user may sort with given locale that are based on standard "IETF BCP 47".

    Example:

    sort=name,LOCALE-en
  • offset: (integer - default: 0)

    Skip a number of elements by specifying an offset value for the query.

    Example:

    offset=100
  • limit: (integer - default: 100)

    Limit number of elements by specifying a limit value for the query.

    Example:

    limit=20

HTTP status code 200

Body

Media type: application/json

Type: array of presences

Example:

[
  {
    "id": "02770429F80BDF1191AD001CC4D98816",
    "name": "Available",
    "reason": "NONE",
    "type": "PRESENCE",
    "priority": 100
  },
  {
    "id": "04770429F80BDF1191AD001CC4D98816",
    "name": "Lunch",
    "reason": "NONE",
    "type": "ABSENCE",
    "priority": 100
  },
  {
    "id": "12684EA701114105A1D73F532AB80C28",
    "name": "Vacation",
    "reason": "VACATION",
    "type": "ABSENCE",
    "priority": 100
  },
  {
    "id": "2EA19675EA7DDF11B644463500000031",
    "name": "Meeting / Deny calls (Def: 1 hour)",
    "reason": "MEETING",
    "type": "ABSENCE",
    "priority": 100
  }
]

get put

Entity representing a presence.

get

Get the presence with presenceId = {presenceId}.

put

Update the presence with presenceId = {presenceId}.

Note: Provide all properties since all fields are updated.

Get the presence with presenceId = {presenceId}.

URI Parameters

  • agentId: required(string)
  • presenceId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)

    Added by the system

  • name: required(string)
  • reason: required(string)
  • type: required(string)
  • priority: required(integer)

Example:

{
  "id":"02770429F80BDF1191AD001CC4D98816",
  "name":"Default",
  "reason":"NONE",
  "type": "PRESENCE",
  "priority": 100
}

Update the presence with presenceId = {presenceId}.

Note: Provide all properties since all fields are updated.

URI Parameters

  • agentId: required(string)
  • presenceId: required(string)

Body

Media type: application/json

Type: presence_put

Example:

{
  "id":"02770429F80BDF1191AD001CC4D98816",
  "name":"Default",
  "reason":"NONE",
  "type": "PRESENCE",
  "priority": 100
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

get put

Entity representing a readyState.

get

Get the readyState with readyStateId = {readyStateId}.

put

Update the readyState with readyStateId = {readyStateId}.

Note: Provide all properties since all fields are updated.

Get the readyState with readyStateId = {readyStateId}.

URI Parameters

  • agentId: required(string)

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • readyState: required(one of Ready, NotReady, Pause, LoggedOut)

    Agent ready state.

Example:

[
  {
    "readyState":"Ready"
  }
]

Update the readyState with readyStateId = {readyStateId}.

Note: Provide all properties since all fields are updated.

URI Parameters

  • agentId: required(string)

Body

Media type: application/json

Type: readyState_put

Example:

{
  "readyState":"Ready"
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

/queueStatuses

Collection of queueStatuses.

get

get

Get a list of queueStatuses.

get

Entity representing a queueStatus.

get

Get the queueStatus with queueStatusId = {queueStatusId}.

Get the queueStatus with queueStatusId = {queueStatusId}.

URI Parameters

  • queueId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)

    Queue id.

  • name: required(string)

    Queue name.

  • type: required(one of Phone, Email, Chat)

    Queue type.

  • inQueue: required(integer)

    Count of contact in queue arrived in first place into this queue.

  • waitingDurationMax: required(integer)

    Max duration of inQueue contacts.

  • inQueueCurrent: required(integer)

    Count of contact in this queue at this moment. These could be arrived in first place or overflowed ones.

  • waitingDurationCurrentMax: required(integer)

    Max duration of inQueueCurrent contacts.

  • agentsServing: required(integer)

    Count of serving agent.

  • agentsFree: required(integer)

    Count of free agent.

  • agentsBusy: required(integer)

    Count of busy agent.

  • agentsWrapUp: required(integer)

    Count of agent in wrapup.

  • agentsNotReady: required(integer)

    Count of agent in "not ready" state.

  • agentsPause: required(integer)

    Count of agent in "pause" state.

  • agentsChatAvailable: required(integer)

    Only for chat queues. Count of agents, who are free for chat allocation. Agents must serve in queue, have "Ready state", not serve any outbound campaign and have no calls neither video chat.

  • agentsChatFreeCapacities: required(integer)

    Only for chat queues. Total count of free chat capacities for free agents (agentsChatAvailable). Counted from max agent chat capacities - active inbound and outbound chats. Agents must serve in queue, have "Ready state", not serve any outbound campaign and have no calls neither video chat.

  • agentsMaxChatCapacities: required(integer)

    Only for chat queues. Total count of agents' chat capacities. Agents must serve in queue.

Example:

{
  "id": "990556DC18244B4AB5BF35D75A89CDEF",
  "name": "Sales",
  "type": "Chat", // Phone, Email, Chat
  "inQueue": 0,
  "waitingDurationMax": 0,
  "agentsServing": 3,
  "agentsFree" : 1
  "agentsBusy": 2,
  "agentsNotReady": 0,
  "agentsPause": 0,
  "agentsWrapUp": 0,
  "agentsChatAvailable": 2,
  "agentsChatFreeCapacities": 4,
  "agentsMaxChatCapacities": 6,
}

/userStatuses

Collection of userStatuses.

get

get

Get a list of userStatuses.

get

Entity representing a userStatus.

get

Get the userStatus with userStatusId = {userStatusId}.

Get the userStatus with userStatusId = {userStatusId}.

URI Parameters

  • userId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: userStatus

Example:

{
	"activeIbCallCnt": 0,
	"activeIbChatCnt": 0,
	"activeIbEmailCnt": 0,
	"activeIbOperDirCallCnt": 0,
	"activeIbVideoChatCnt": 0,
	"activeObCallCnt": 0,
	"activeObCampaignCallCnt": 0,
	"activeObCbrCallCnt": 0,
	"activeObEmailCnt": 0,
	"id": "E936C474B22311D38FBE0090279A922E",
	"name": "Fox, John",
	"phoneCapacity": 0,
	"status": "LoggedOut",
	"taskCapacity": 5,
	"textChatCapacity": 4,
	"videoChatCapacity": 0
}

/contactSummaries

Collection of contactSummaries.

get

get

Get a list of contactSummaries.

get

Entity representing a contactSummary.

get

Get the contactSummary with contactSummaryId = {contactSummaryId}.

Get the contactSummary with contactSummaryId = {contactSummaryId}.

URI Parameters

  • id: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: contactSummary

Example:

{
	"applicationId": "8904FC834D01423291AEA278E226CE1B",
	"applicationName": "ContactCenter",
	"changeTimeStamp": "2019-08-30T08:46:41.733Z",
	"hourTime": "2019-08-30T08:45:00.00Z",
	"id": "535A3F8292D6433DA215D29B7455A9AB20190830T084500Z",
	"inAbandoned": 0,
	"inAnsweredOnTime": 0,
	"inArrivedHandled": 0,
	"inArrivedActive": 1,
	"inFalseAttempt": 0,
	"inHandleTimeMax": 0,
	"inHandleTimeTotal": 0,
	"inHandled": 0,
	"inQueueTimeMax": 0,
	"inAnsweredQueueTimeTotal": 0,
	"inAbandonedQueueTimeTotal": 0,
	"inFalseAttemptQueueTimeTotal": 0,
	"inServiceClosed": 0,
	"outHandleTimeMax": 0,
	"outHandleTimeTotal": 0,
	"outHandled": 0,
	"queueId": "535A3F8292D6433DA215D29B7455A9AB",
	"queueName": "Customer Service Phone",
	"type": "Phone" // Phone, Email, Chat
}

/settings

Collection of settings.

get post

get

Get monitoring settings of the signed-in user.

post

Add monitoring settings to signed-in user.

Add monitoring settings to signed-in user.

Body

Media type: application/json

Type: setting_post

Example:

{
  "id": "MON365_SETTINGS",
  "uiLanguage": "EN",
  "value": "{"x": 200, "y": 300}"
}

HTTP status code 201

Returns the created id.

Body

Media type: text/html

Type: any

Example:

MON365_SETTINGS

get put

Entity representing a setting.

get

Get the setting with settingId = {settingId}.

put

Update the setting with settingId = {settingId}.

Note: Provide all properties since all fields are updated.

Get the setting with settingId = {settingId}.

URI Parameters

  • id: required(string)

HTTP status code 200

Body

Media type: application/json

Type: setting

Example:

{
  "id": "MON365_SETTINGS",
  "uiLanguage": "EN",
  "value": "" // can be any string
}

Update the setting with settingId = {settingId}.

Note: Provide all properties since all fields are updated.

URI Parameters

  • id: required(string)

Body

Media type: application/json

Type: setting_put

Example:

{
  "id": "MON365_SETTINGS",
  "uiLanguage": "EN",
  "value": "" // can be any string
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

/queueGroups

Collection of queueGroups.

get

get

Get a list of queueGroups.

get

Entity representing a queueGroup.

get

Get the queueGroup with queueGroupId = {queueGroupId}.

Get the queueGroup with queueGroupId = {queueGroupId}.

URI Parameters

  • queueGroupId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI
  • showThresholds: (string)

    Shows threshold levels for queues.

    Example:

    showThresholds=1

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • name: required(string)
  • queues: required(array of QueueGroupQueue)

    Items: QueueGroupQueue

    • id: required(string - minLength: 32 - maxLength: 32)
    • name: required(string)
    • type: required(one of Phone, Email, Chat)

      Queue type.

    • freeAgentCriticalLevel: (integer)

      Critical level of free agents. Included only when parameter showThresholds is true.

    • freeAgentWarningLevel: (integer)

      Warning level of free agents. Included only when parameter showThresholds is true.

    • interactionsCriticalLevel: (integer)

      Critical level of queueing interactions. Included only when parameter showThresholds is true.

    • interactionsWarningLevel: (integer)

      Warning level of queueing interactions. Included only when parameter showThresholds is true.

    • maxWaitTimeCriticalLevel: (integer)

      Critical level of queueing time in milliseconds. Included only when parameter showThresholds is true.

    • maxWaitTimeWarningLevel: (integer)

      Warning level of queueing time in milliseconds. Included only when parameter showThresholds is true.

    • servingAgentCriticalLevel: (integer)

      Critical level of serving agents. Included only when parameter showThresholds is true.

    • servingAgentWarningLevel: (integer)

      Warning level of serving agents. Included only when parameter showThresholds is true.

    • serviceLevelCriticalLevel: (integer)

      Critical level of service level (%). Included only when parameter showThresholds is true.

    • serviceLevelWarningLevel: (integer)

      Warning level of service level (%). Included only when parameter showThresholds is true.

Example:

{
  "id": "E936C474B22311D38FBE0090279A922E",
  "name": "Sales queues",
  "queues": {
    "queue": [
      {
        "id": "F8C2697F37D044DB929B10F75381C624",
        "name": "B2B",
        "type": "Phone",
        "freeAgentCriticalLevel": 1,
        "freeAgentWarningLevel": 2,
        "interactionsCriticalLevel": 1,
        "interactionsWarningLevel": 2,
        "maxWaitTimeCriticalLevel": 1,
        "maxWaitTimeWarningLevel": 2,
        "servingAgentCriticalLevel": 1,
        "servingAgentWarningLevel": 2,
        "serviceLevelCriticalLevel": 20,
        "serviceLevelWarningLevel": 50
      },
      {
        "id": "990556DC18244B4AB5BF35D75A89CDEF",
        "name": "B2C",
        "type": "Chat",
        "freeAgentCriticalLevel": 1,
        "freeAgentWarningLevel": 2,
        "interactionsCriticalLevel": 1,
        "interactionsWarningLevel": 2,
        "maxWaitTimeCriticalLevel": 1,
        "maxWaitTimeWarningLevel": 2,
        "servingAgentCriticalLevel": 1,
        "servingAgentWarningLevel": 2,
        "serviceLevelCriticalLevel": 20,
        "serviceLevelWarningLevel": 50
      }
    ]
  }
}