/genesys-routing | Type: Application | PCID required: Yes
Tools
| Tool | Description |
|---|---|
genesys_routing_delete_directroutingbackup_settings_me | Delete the user’s Direct Routing Backup settings and revert to the Direct Routing Queue default. |
genesys_routing_delete_language | Delete a routing language |
genesys_routing_delete_queue | Delete a queue |
genesys_routing_delete_queue_member | Delete a queue member. |
genesys_routing_delete_queue_wrapupcode | Delete a wrap-up code from a queue |
genesys_routing_delete_settings | Delete an organization’s routing settings |
genesys_routing_delete_skill | Delete Routing Skill |
genesys_routing_delete_skillgroup | Remove skill group definition |
genesys_routing_delete_user_directroutingbackup_settings | Delete the user’s Direct Routing Backup settings and revert to the Direct Routing Queue default. |
genesys_routing_delete_user_routinglanguage | Remove a routing language from a user |
genesys_routing_delete_user_routingskill | Remove a routing skill from a user |
genesys_routing_delete_user_utilization | Delete the user’s max utilization settings and revert to the organization-wide default. |
genesys_routing_delete_utilization | Delete the organization-wide max utilization settings and revert to the system default. |
genesys_routing_delete_utilization_label | Delete a utilization label |
genesys_routing_delete_wrapupcode | Delete wrap-up code |
genesys_routing_get_availablemediatypes | Get available media types |
genesys_routing_get_directroutingbackup_settings_me | Get the user’s Direct Routing Backup settings. |
genesys_routing_get_language | Get a routing language |
genesys_routing_get_languages | Get the list of supported languages. |
genesys_routing_get_message_recipient | Get a recipient |
genesys_routing_get_message_recipients | Get recipients |
genesys_routing_get_queue | Get details about this queue. |
genesys_routing_get_queue_assistant | Get an assistant associated with a queue. |
genesys_routing_get_queue_comparisonperiod | Get a Comparison Period. |
genesys_routing_get_queue_comparisonperiods | Get list of comparison periods |
genesys_routing_get_queue_estimatedwaittime | Get Estimated Wait Time |
genesys_routing_get_queue_mediatype_estimatedwaittime | Get Estimated Wait Time |
genesys_routing_get_queue_members | Get the members of this queue. |
genesys_routing_get_queue_wrapupcodes | Get the wrap-up codes for a queue |
genesys_routing_get_queues | Get list of queues. |
genesys_routing_get_queues_me | Get a paged listing of queues the user is a member of. |
genesys_routing_get_routing_availablemediatypes | Get available media types |
genesys_routing_get_routing_language | Get a routing language |
genesys_routing_get_routing_languages | Get the list of supported languages. |
genesys_routing_get_routing_queue | Get details about this queue. |
genesys_routing_get_routing_queue_estimatedwaittime | Get Estimated Wait Time |
genesys_routing_get_routing_queue_members | Get the members of this queue. |
genesys_routing_get_routing_queue_wrapupcodes | Get the wrap-up codes for a queue |
genesys_routing_get_routing_queues | Get list of queues. |
genesys_routing_get_routing_queues_me | Get a paged listing of queues the user is a member of. |
genesys_routing_get_routing_skill | Get Routing Skill |
genesys_routing_get_routing_skills | Get the list of routing skills. |
genesys_routing_get_routing_utilization | Get the organization-wide max utilization settings. |
genesys_routing_get_routing_wrapupcode | Get details about this wrap-up code. |
genesys_routing_get_routing_wrapupcodes | Get list of wrapup codes. |
genesys_routing_get_settings | Get an organization’s routing settings |
genesys_routing_get_settings_contactcenter | Get Contact Center Settings |
genesys_routing_get_settings_transcription | Get Transcription Settings |
genesys_routing_get_skill | Get Routing Skill |
genesys_routing_get_skillgroup | Get skill group |
genesys_routing_get_skillgroup_members | Get skill group members |
genesys_routing_get_skillgroup_members_divisions | Get list of member divisions for this skill group. |
genesys_routing_get_skillgroups | Get skill group listing |
genesys_routing_get_skills | Get the list of routing skills. View permission enforcement only applies to skills assigned to a division. |
genesys_routing_get_user_directroutingbackup_settings | Get the user’s Direct Routing Backup settings. |
genesys_routing_get_user_queues | Get queues for user |
genesys_routing_get_user_routinglanguages | List routing languages assigned to a user |
genesys_routing_get_user_routingskills | List routing skills assigned to a user |
genesys_routing_get_user_skillgroups | Get skill groups for a user |
genesys_routing_get_user_utilization | Get the user’s max utilization settings. If not configured, the organization-wide default is returned. |
genesys_routing_get_utilization | Get the organization-wide max utilization settings. |
genesys_routing_get_utilization_label | Get details about this utilization label |
genesys_routing_get_utilization_label_agents | Get list of agent ids associated with a utilization label |
genesys_routing_get_utilization_labels | Get list of utilization labels |
genesys_routing_get_wrapupcode | Get details about this wrap-up code. |
genesys_routing_get_wrapupcodes | Get list of wrapup codes. |
genesys_routing_patch_conversation | Update attributes of an in-queue conversation |
genesys_routing_patch_queue_member | Update the ring number OR joined status for a queue member. |
genesys_routing_patch_queue_members | Join or unjoin a set of up to 100 users for a queue |
genesys_routing_patch_settings_contactcenter | Update Contact Center Settings |
genesys_routing_patch_settings_transcription | Patch Transcription Settings |
genesys_routing_patch_skill | Update Routing Skill Division |
genesys_routing_patch_skillgroup | Update skill group definition |
genesys_routing_patch_user_queue | Join or unjoin a queue for a user |
genesys_routing_patch_user_queues | Join or unjoin a set of queues for a user |
genesys_routing_patch_user_routinglanguage | Update an assigned routing language’s proficiency |
genesys_routing_post_analytics_queues_observations_query | Query for queue observations |
genesys_routing_post_languages | Create Language |
genesys_routing_post_queue_members | Bulk add or delete up to 100 queue members |
genesys_routing_post_queue_wrapupcodes | Add up to 100 wrap-up codes to a queue |
genesys_routing_post_queues | Create a queue |
genesys_routing_post_skillgroup_members_divisions | Add or remove member divisions for this skill group. |
genesys_routing_post_skillgroups | Create a skill group |
genesys_routing_post_skills | Create Skill |
genesys_routing_post_user_routinglanguages | Assign a routing language to a user |
genesys_routing_post_user_routingskills | Assign a routing skill to a user |
genesys_routing_post_utilization_labels | Create a utilization label |
genesys_routing_post_wrapupcodes | Create a wrap-up code |
genesys_routing_put_directroutingbackup_settings_me | Update the user’s Direct Routing Backup settings. |
genesys_routing_put_message_recipient | Update a recipient |
genesys_routing_put_queue | Update a queue |
genesys_routing_put_settings | Update an organization’s routing settings |
genesys_routing_put_settings_transcription | Update Transcription Settings |
genesys_routing_put_user_directroutingbackup_settings | Update the user’s Direct Routing Backup settings. |
genesys_routing_put_user_routingskill | Update an assigned routing skill’s proficiency |
genesys_routing_put_user_utilization | Update the user’s max utilization settings. Include only those media types requiring custom configuration. Any omitted media types will be set to the organization’s default values. |
genesys_routing_put_utilization | Update the organization-wide max utilization settings. Include only those media types requiring custom configuration. Any omitted media types will be set to the system default values. |
genesys_routing_put_utilization_label | Update a utilization label |
genesys_routing_put_wrapupcode | Update wrap-up code |
genesys_routing_delete_directroutingbackup_settings_me
Delete the user’s Direct Routing Backup settings and revert to the Direct Routing Queue default.Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_delete_language
Delete a routing language Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
languageId | string | Yes | — | Language ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"languageId": {
"type": "string",
"description": "Language ID"
}
},
"required": [
"PCID",
"languageId"
]
}
genesys_routing_delete_queue
Delete a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
forceDelete | boolean | No | — | Force Delete |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"forceDelete": {
"type": "boolean",
"description": "Force Delete"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_delete_queue_member
Delete a queue member. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
memberId | string | Yes | — | Member ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"memberId": {
"type": "string",
"description": "Member ID"
}
},
"required": [
"PCID",
"queueId",
"memberId"
]
}
genesys_routing_delete_queue_wrapupcode
Delete a wrap-up code from a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
codeId | string | Yes | — | Code ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"codeId": {
"type": "string",
"description": "Code ID"
}
},
"required": [
"PCID",
"queueId",
"codeId"
]
}
genesys_routing_delete_settings
Delete an organization’s routing settingsShow inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_delete_skill
Delete Routing Skill Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillId | string | Yes | — | Skill ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillId": {
"type": "string",
"description": "Skill ID"
}
},
"required": [
"PCID",
"skillId"
]
}
genesys_routing_delete_skillgroup
Remove skill group definition Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillGroupId | string | Yes | — | Skill Group ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillGroupId": {
"type": "string",
"description": "Skill Group ID"
}
},
"required": [
"PCID",
"skillGroupId"
]
}
genesys_routing_delete_user_directroutingbackup_settings
Delete the user’s Direct Routing Backup settings and revert to the Direct Routing Queue default. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_delete_user_routinglanguage
Remove a routing language from a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
languageId | string | Yes | — | Language Id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"languageId": {
"type": "string",
"description": "Language Id"
}
},
"required": [
"PCID",
"userId",
"languageId"
]
}
genesys_routing_delete_user_routingskill
Remove a routing skill from a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
skillId | string | Yes | — | Skill Id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"skillId": {
"type": "string",
"description": "Skill Id"
}
},
"required": [
"PCID",
"userId",
"skillId"
]
}
genesys_routing_delete_user_utilization
Delete the user’s max utilization settings and revert to the organization-wide default. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_delete_utilization
Delete the organization-wide max utilization settings and revert to the system default.Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_delete_utilization_label
Delete a utilization label Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
labelId | string | Yes | — | Utilization Label ID |
forceDelete | boolean | No | — | Remove all label usages (if found) without warning |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"labelId": {
"type": "string",
"description": "Utilization Label ID"
},
"forceDelete": {
"type": "boolean",
"description": "Remove all label usages (if found) without warning"
}
},
"required": [
"PCID",
"labelId"
]
}
genesys_routing_delete_wrapupcode
Delete wrap-up code Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
codeId | string | Yes | — | Wrapup Code ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"codeId": {
"type": "string",
"description": "Wrapup Code ID"
}
},
"required": [
"PCID",
"codeId"
]
}
genesys_routing_get_availablemediatypes
Get available media typesShow inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_directroutingbackup_settings_me
Get the user’s Direct Routing Backup settings.Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_language
Get a routing language Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
languageId | string | Yes | — | Language ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"languageId": {
"type": "string",
"description": "Language ID"
}
},
"required": [
"PCID",
"languageId"
]
}
genesys_routing_get_languages
Get the list of supported languages. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortOrder | string | No | — | Ascending or descending sort order |
name | string | No | — | The name value |
id | string[] | No | — | The id value |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortOrder": {
"type": "string",
"description": "Ascending or descending sort order",
"enum": [
"ascending",
"descending"
]
},
"name": {
"type": "string",
"description": "The name value"
},
"id": {
"type": "array",
"items": {
"type": "string"
},
"description": "The id value"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_message_recipient
Get a recipient Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
recipientId | string | Yes | — | Recipient ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"recipientId": {
"type": "string",
"description": "Recipient ID"
}
},
"required": [
"PCID",
"recipientId"
]
}
genesys_routing_get_message_recipients
Get recipients Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
messengerType | string | No | — | Messenger Type |
name | string | No | — | Recipient Name |
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"messengerType": {
"type": "string",
"description": "Messenger Type",
"enum": [
"sms",
"facebook",
"twitter",
"whatsapp",
"open",
"instagram",
"apple"
]
},
"name": {
"type": "string",
"description": "Recipient Name"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_queue
Get details about this queue. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
expand | string[] | No | — | Which fields, if any, to expand |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"expand": {
"type": "array",
"items": {
"type": "string",
"enum": [
"identityresolution"
]
},
"description": "Which fields, if any, to expand"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_queue_assistant
Get an assistant associated with a queue. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
expand | string[] | No | — | Which fields, if any, to expand. |
languageVariation | string | No | — | Language variation |
fallbackToPrimaryAssistant | boolean | No | — | Fall back to primary assistant if specified variation is not found |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"expand": {
"type": "array",
"items": {
"type": "string",
"enum": [
"assistant",
"copilot"
]
},
"description": "Which fields, if any, to expand."
},
"languageVariation": {
"type": "string",
"description": "Language variation"
},
"fallbackToPrimaryAssistant": {
"type": "boolean",
"description": "Fall back to primary assistant if specified variation is not found"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_queue_comparisonperiod
Get a Comparison Period. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue id |
comparisonPeriodId | string | Yes | — | ComparisonPeriod id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue id"
},
"comparisonPeriodId": {
"type": "string",
"description": "ComparisonPeriod id"
}
},
"required": [
"PCID",
"queueId",
"comparisonPeriodId"
]
}
genesys_routing_get_queue_comparisonperiods
Get list of comparison periods Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue id"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_queue_estimatedwaittime
Get Estimated Wait Time Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue Id |
conversationId | string | No | — | Conversation Id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue Id"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_queue_mediatype_estimatedwaittime
Get Estimated Wait Time Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue Id |
mediaType | string | Yes | — | Media Type |
labelId | string | No | — | Unique id that represents the interaction label used with media type for EWT calculation |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue Id"
},
"mediaType": {
"type": "string",
"description": "Media Type",
"enum": [
"all",
"call",
"chat",
"callback",
"email",
"videoComm",
"message"
]
},
"labelId": {
"type": "string",
"description": "Unique id that represents the interaction label used with media type for EWT calculation"
}
},
"required": [
"PCID",
"queueId",
"mediaType"
]
}
genesys_routing_get_queue_members
Get the members of this queue. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
pageNumber | integer | No | — | Page number for pagination |
pageSize | integer | No | — | Max value is 100 |
sortOrder | string | No | — | Note: results are sorted by name. |
expand | string[] | No | — | Which fields, if any, to expand. |
name | string | No | — | Filter by queue member name (contains-style search) |
profileSkills | string[] | No | — | Filter by profile skill (contains-style search) |
skills | string[] | No | — | Filter by skill (contains-style search) |
languages | string[] | No | — | Filter by language (contains-style search) |
routingStatus | string[] | No | — | Filter by routing status |
presence | string[] | No | — | Filter by presence |
memberBy | string | No | — | Filter by member type |
joined | boolean | No | — | Filter by joined status |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"pageNumber": {
"type": "integer",
"description": "Page number for pagination"
},
"pageSize": {
"type": "integer",
"description": "Max value is 100"
},
"sortOrder": {
"type": "string",
"description": "Note: results are sorted by name.",
"enum": [
"asc",
"desc"
]
},
"expand": {
"type": "array",
"items": {
"type": "string",
"enum": [
"routingStatus",
"presence",
"integrationPresence",
"conversationSummary",
"outOfOffice",
"geolocation",
"station",
"authorization",
"lasttokenissued",
"authorization.unusedRoles",
"team",
"workPlanBidRanks",
"externalContactsSettings",
"groups",
"customAttributes",
"profileSkills",
"certifications",
"locations",
"skills",
"languages",
"languagePreference",
"employerInfo",
"biography",
"dateLastLogin",
"dateWelcomeSent"
]
},
"description": "Which fields, if any, to expand."
},
"name": {
"type": "string",
"description": "Filter by queue member name (contains-style search)"
},
"profileSkills": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by profile skill (contains-style search)"
},
"skills": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by skill (contains-style search)"
},
"languages": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by language (contains-style search)"
},
"routingStatus": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by routing status"
},
"presence": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by presence"
},
"memberBy": {
"type": "string",
"description": "Filter by member type",
"enum": [
"user",
"group"
]
},
"joined": {
"type": "boolean",
"description": "Filter by joined status",
"enum": [
"true",
"false"
]
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_queue_wrapupcodes
Get the wrap-up codes for a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
name | string | No | — | Wrapup code’s name (trailing asterisks allowed) |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"name": {
"type": "string",
"description": "Wrapup code's name (trailing asterisks allowed)"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_queues
Get list of queues. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageNumber | integer | No | — | Page number |
pageSize | integer | No | — | Page size |
sortOrder | string | No | — | Note: results are sorted by name. |
name | string | No | — | Include only queues with the given name (leading and trailing asterisks allowed) |
id | string[] | No | — | Include only queues with the specified ID(s) |
divisionId | string[] | No | — | Include only queues in the specified division ID(s) |
peerId | string[] | No | — | Include only queues with the specified peer ID(s) |
cannedResponseLibraryId | string | No | — | Include only queues explicitly associated with the specified canned response library ID |
hasPeer | boolean | No | — | Include only queues with a peer ID |
expand | string[] | No | — | Which fields, if any, to expand |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"sortOrder": {
"type": "string",
"description": "Note: results are sorted by name.",
"enum": [
"asc",
"desc"
]
},
"name": {
"type": "string",
"description": "Include only queues with the given name (leading and trailing asterisks allowed)"
},
"id": {
"type": "array",
"items": {
"type": "string"
},
"description": "Include only queues with the specified ID(s)"
},
"divisionId": {
"type": "array",
"items": {
"type": "string"
},
"description": "Include only queues in the specified division ID(s)"
},
"peerId": {
"type": "array",
"items": {
"type": "string"
},
"description": "Include only queues with the specified peer ID(s)"
},
"cannedResponseLibraryId": {
"type": "string",
"description": "Include only queues explicitly associated with the specified canned response library ID"
},
"hasPeer": {
"type": "boolean",
"description": "Include only queues with a peer ID"
},
"expand": {
"type": "array",
"items": {
"type": "string",
"enum": [
"identityresolution"
]
},
"description": "Which fields, if any, to expand"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_queues_me
Get a paged listing of queues the user is a member of. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageNumber | integer | No | — | Page number |
pageSize | integer | No | — | Page size |
joined | boolean | No | — | Filter by joined status. |
sortOrder | string | No | — | Note: results are sorted by name. |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"joined": {
"type": "boolean",
"description": "Filter by joined status.",
"enum": [
"true",
"false"
]
},
"sortOrder": {
"type": "string",
"description": "Note: results are sorted by name.",
"enum": [
"asc",
"desc"
]
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_availablemediatypes
Get available media typesShow inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_language
Get a routing language Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
languageId | string | Yes | — | Language ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"languageId": {
"type": "string",
"description": "Language ID"
}
},
"required": [
"PCID",
"languageId"
]
}
genesys_routing_get_routing_languages
Get the list of supported languages. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortOrder | string | No | — | Ascending or descending sort order |
name | string | No | — | Name |
id | any[] | No | — | id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortOrder": {
"type": "string",
"description": "Ascending or descending sort order",
"enum": [
"ascending",
"descending"
]
},
"name": {
"type": "string",
"description": "Name"
},
"id": {
"type": "array",
"description": "id"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_queue
Get details about this queue. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
expand | any[] | No | — | Which fields, if any, to expand |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"expand": {
"type": "array",
"description": "Which fields, if any, to expand"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_routing_queue_estimatedwaittime
Get Estimated Wait Time Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | queueId |
conversationId | string | No | — | conversationId |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "queueId"
},
"conversationId": {
"type": "string",
"description": "conversationId"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_routing_queue_members
Get the members of this queue. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
pageNumber | integer | No | — | pageNumber |
pageSize | integer | No | — | Max value is 100 |
sortOrder | string | No | — | Note: results are sorted by name. |
expand | any[] | No | — | Which fields, if any, to expand. |
name | string | No | — | Filter by queue member name (contains-style search) |
profileSkills | any[] | No | — | Filter by profile skill (contains-style search) |
skills | any[] | No | — | Filter by skill (contains-style search) |
languages | any[] | No | — | Filter by language (contains-style search) |
routingStatus | any[] | No | — | Filter by routing status |
presence | any[] | No | — | Filter by presence |
memberBy | string | No | — | Filter by member type |
joined | boolean | No | — | Filter by joined status |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"pageNumber": {
"type": "integer",
"description": "pageNumber"
},
"pageSize": {
"type": "integer",
"description": "Max value is 100"
},
"sortOrder": {
"type": "string",
"description": "Note: results are sorted by name.",
"enum": [
"asc",
"desc"
]
},
"expand": {
"type": "array",
"description": "Which fields, if any, to expand."
},
"name": {
"type": "string",
"description": "Filter by queue member name (contains-style search)"
},
"profileSkills": {
"type": "array",
"description": "Filter by profile skill (contains-style search)"
},
"skills": {
"type": "array",
"description": "Filter by skill (contains-style search)"
},
"languages": {
"type": "array",
"description": "Filter by language (contains-style search)"
},
"routingStatus": {
"type": "array",
"description": "Filter by routing status"
},
"presence": {
"type": "array",
"description": "Filter by presence"
},
"memberBy": {
"type": "string",
"description": "Filter by member type",
"enum": [
"user",
"group"
]
},
"joined": {
"type": "boolean",
"description": "Filter by joined status",
"enum": [
"true",
"false"
]
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_routing_queue_wrapupcodes
Get the wrap-up codes for a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
name | string | No | — | Wrapup code’s name (trailing asterisks allowed) |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"name": {
"type": "string",
"description": "Wrapup code's name (trailing asterisks allowed)"
}
},
"required": [
"PCID",
"queueId"
]
}
genesys_routing_get_routing_queues
Get list of queues. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageNumber | integer | No | — | Page number |
pageSize | integer | No | — | Page size |
sortOrder | string | No | — | Note: results are sorted by name. |
name | string | No | — | Include only queues with the given name (leading and trailing asterisks allowed) |
id | any[] | No | — | Include only queues with the specified ID(s) |
divisionId | any[] | No | — | Include only queues in the specified division ID(s) |
peerId | any[] | No | — | Include only queues with the specified peer ID(s) |
cannedResponseLibraryId | string | No | — | Include only queues explicitly associated with the specified canned response library ID |
hasPeer | boolean | No | — | Include only queues with a peer ID |
expand | any[] | No | — | Which fields, if any, to expand |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"sortOrder": {
"type": "string",
"description": "Note: results are sorted by name.",
"enum": [
"asc",
"desc"
]
},
"name": {
"type": "string",
"description": "Include only queues with the given name (leading and trailing asterisks allowed)"
},
"id": {
"type": "array",
"description": "Include only queues with the specified ID(s)"
},
"divisionId": {
"type": "array",
"description": "Include only queues in the specified division ID(s)"
},
"peerId": {
"type": "array",
"description": "Include only queues with the specified peer ID(s)"
},
"cannedResponseLibraryId": {
"type": "string",
"description": "Include only queues explicitly associated with the specified canned response library ID"
},
"hasPeer": {
"type": "boolean",
"description": "Include only queues with a peer ID"
},
"expand": {
"type": "array",
"description": "Which fields, if any, to expand"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_queues_me
Get a paged listing of queues the user is a member of. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageNumber | integer | No | — | Page number |
pageSize | integer | No | — | Page size |
joined | boolean | No | — | Filter by joined status. |
sortOrder | string | No | — | Note: results are sorted by name. |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"joined": {
"type": "boolean",
"description": "Filter by joined status.",
"enum": [
"true",
"false"
]
},
"sortOrder": {
"type": "string",
"description": "Note: results are sorted by name.",
"enum": [
"asc",
"desc"
]
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_skill
Get Routing Skill Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillId | string | Yes | — | Skill ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillId": {
"type": "string",
"description": "Skill ID"
}
},
"required": [
"PCID",
"skillId"
]
}
genesys_routing_get_routing_skills
Get the list of routing skills. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
name | string | No | — | Filter for results that start with this value |
id | any[] | No | — | id |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"name": {
"type": "string",
"description": "Filter for results that start with this value"
},
"id": {
"type": "array",
"description": "id"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_utilization
Get the organization-wide max utilization settings.Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_routing_wrapupcode
Get details about this wrap-up code. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
codeId | string | Yes | — | Wrapup Code ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"codeId": {
"type": "string",
"description": "Wrapup Code ID"
}
},
"required": [
"PCID",
"codeId"
]
}
genesys_routing_get_routing_wrapupcodes
Get list of wrapup codes. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortBy | string | No | — | Sort by |
sortOrder | string | No | — | Sort order |
name | string | No | — | Wrapup code’s name (‘Sort by’ param is ignored unless this field is provided) |
id | any[] | No | — | Filter by wrapup code ID(s) |
divisionId | any[] | No | — | Filter by division ID(s) |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortBy": {
"type": "string",
"description": "Sort by",
"enum": [
"name",
"id"
]
},
"sortOrder": {
"type": "string",
"description": "Sort order",
"enum": [
"ascending",
"descending"
]
},
"name": {
"type": "string",
"description": "Wrapup code's name ('Sort by' param is ignored unless this field is provided)"
},
"id": {
"type": "array",
"description": "Filter by wrapup code ID(s)"
},
"divisionId": {
"type": "array",
"description": "Filter by division ID(s)"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_settings
Get an organization’s routing settingsShow inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_settings_contactcenter
Get Contact Center SettingsShow inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_settings_transcription
Get Transcription SettingsShow inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_skill
Get Routing Skill Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillId | string | Yes | — | Skill ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillId": {
"type": "string",
"description": "Skill ID"
}
},
"required": [
"PCID",
"skillId"
]
}
genesys_routing_get_skillgroup
Get skill group Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillGroupId | string | Yes | — | Skill Group ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillGroupId": {
"type": "string",
"description": "Skill Group ID"
}
},
"required": [
"PCID",
"skillGroupId"
]
}
genesys_routing_get_skillgroup_members
Get skill group members Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillGroupId | string | Yes | — | Skill Group ID |
pageSize | integer | No | — | Page size |
after | string | No | — | The cursor that points to the next item |
before | string | No | — | The cursor that points to the previous item |
expand | string | No | — | Expand the name on each user |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillGroupId": {
"type": "string",
"description": "Skill Group ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"after": {
"type": "string",
"description": "The cursor that points to the next item"
},
"before": {
"type": "string",
"description": "The cursor that points to the previous item"
},
"expand": {
"type": "string",
"description": "Expand the name on each user",
"enum": [
"entities"
]
}
},
"required": [
"PCID",
"skillGroupId"
]
}
genesys_routing_get_skillgroup_members_divisions
Get list of member divisions for this skill group. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillGroupId | string | Yes | — | Skill Group ID |
expand | string | No | — | Expand the name on each user |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillGroupId": {
"type": "string",
"description": "Skill Group ID"
},
"expand": {
"type": "string",
"description": "Expand the name on each user",
"enum": [
"entities"
]
}
},
"required": [
"PCID",
"skillGroupId"
]
}
genesys_routing_get_skillgroups
Get skill group listing Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
name | string | No | — | Return only skill group names whose names start with this value (case-insensitive matching) |
after | string | No | — | The cursor that points to the next item |
before | string | No | — | The cursor that points to the previous item |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"name": {
"type": "string",
"description": "Return only skill group names whose names start with this value (case-insensitive matching)"
},
"after": {
"type": "string",
"description": "The cursor that points to the next item"
},
"before": {
"type": "string",
"description": "The cursor that points to the previous item"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_skills
Get the list of routing skills. View permission enforcement only applies to skills assigned to a division. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
name | string | No | — | Filter for results that start with this value |
id | string[] | No | — | The id value |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"name": {
"type": "string",
"description": "Filter for results that start with this value"
},
"id": {
"type": "array",
"items": {
"type": "string"
},
"description": "The id value"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_user_directroutingbackup_settings
Get the user’s Direct Routing Backup settings. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_get_user_queues
Get queues for user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
joined | boolean | No | — | Is joined to the queue |
divisionId | string[] | No | — | Division ID(s) |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"joined": {
"type": "boolean",
"description": "Is joined to the queue"
},
"divisionId": {
"type": "array",
"items": {
"type": "string"
},
"description": "Division ID(s)"
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_get_user_routinglanguages
List routing languages assigned to a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortOrder | string | No | — | Ascending or descending sort order |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortOrder": {
"type": "string",
"description": "Ascending or descending sort order",
"enum": [
"ascending",
"descending"
]
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_get_user_routingskills
List routing skills assigned to a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortOrder | string | No | — | Ascending or descending sort order |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortOrder": {
"type": "string",
"description": "Ascending or descending sort order",
"enum": [
"ascending",
"descending"
]
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_get_user_skillgroups
Get skill groups for a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
pageSize | integer | No | — | Page size |
after | string | No | — | The cursor that points to the next page |
before | string | No | — | The cursor that points to the previous page |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"after": {
"type": "string",
"description": "The cursor that points to the next page"
},
"before": {
"type": "string",
"description": "The cursor that points to the previous page"
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_get_user_utilization
Get the user’s max utilization settings. If not configured, the organization-wide default is returned. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_get_utilization
Get the organization-wide max utilization settings.Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_utilization_label
Get details about this utilization label Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
labelId | string | Yes | — | Utilization Label ID |
Show inputSchema
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"labelId": {
"type": "string",
"description": "Utilization Label ID"
}
},
"required": [
"PCID",
"labelId"
]
}
genesys_routing_get_utilization_label_agents
Get list of agent ids associated with a utilization label Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
labelId | string | Yes | — | Utilization Label ID |
Show inputSchema
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"labelId": {
"type": "string",
"description": "Utilization Label ID"
}
},
"required": [
"PCID",
"labelId"
]
}
genesys_routing_get_utilization_labels
Get list of utilization labels Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortOrder | string | No | — | Sort order by name |
name | string | No | — | Utilization label’s name (Wildcard is supported, e.g., ‘label1*’, ‘label’ |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortOrder": {
"type": "string",
"description": "Sort order by name",
"enum": [
"ascending",
"descending"
]
},
"name": {
"type": "string",
"description": "Utilization label's name (Wildcard is supported, e.g., 'label1*', '*label*'"
}
},
"required": [
"PCID"
]
}
genesys_routing_get_wrapupcode
Get details about this wrap-up code. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
codeId | string | Yes | — | Wrapup Code ID |
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Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"codeId": {
"type": "string",
"description": "Wrapup Code ID"
}
},
"required": [
"PCID",
"codeId"
]
}
genesys_routing_get_wrapupcodes
Get list of wrapup codes. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
pageSize | integer | No | — | Page size |
pageNumber | integer | No | — | Page number |
sortBy | string | No | — | Sort by |
sortOrder | string | No | — | Sort order |
name | string | No | — | Wrapup code’s name (‘Sort by’ param is ignored unless this field is provided) |
id | string[] | No | — | Filter by wrapup code ID(s) |
divisionId | string[] | No | — | Filter by division ID(s) |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"sortBy": {
"type": "string",
"description": "Sort by",
"enum": [
"name",
"id"
]
},
"sortOrder": {
"type": "string",
"description": "Sort order",
"enum": [
"ascending",
"descending"
]
},
"name": {
"type": "string",
"description": "Wrapup code's name ('Sort by' param is ignored unless this field is provided)"
},
"id": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by wrapup code ID(s)"
},
"divisionId": {
"type": "array",
"items": {
"type": "string"
},
"description": "Filter by division ID(s)"
}
},
"required": [
"PCID"
]
}
genesys_routing_patch_conversation
Update attributes of an in-queue conversation Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
conversationId | string | Yes | — | Conversation ID |
labelId | string | No | — | Label requirement for the conversation. To remove the label requirement (setting it to System Default Label), specify an empty string, i.e., "". |
languageId | string | No | — | Language requirement for the conversation. To remove the language requirement, specify an empty string, i.e., "". |
priority | integer | No | — | Priority for the conversation. Each point of priority is equivalent to one minute of time in queue. Range:[-25000000, 25000000]. To reset, specify 0. |
requestScoredAgents | object[] | No | — | Request Scored Agents |
skillExpression | string | No | — | Skill requirements in form of expression for the conversation. To remove the skill expression, specify an empty string, i.e., "". |
skillIds | string[] | No | — | Skill requirements for the conversation. To remove all skill requirements, specify an empty list, i.e. []. |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"labelId": {
"type": "string",
"description": "Label requirement for the conversation. To remove the label requirement (setting it to System Default Label), specify an empty string, i.e., \"\"."
},
"languageId": {
"type": "string",
"description": "Language requirement for the conversation. To remove the language requirement, specify an empty string, i.e., \"\"."
},
"priority": {
"type": "integer",
"description": "Priority for the conversation. Each point of priority is equivalent to one minute of time in queue. Range:[-25000000, 25000000]. To reset, specify 0."
},
"requestScoredAgents": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "Agent's user ID"
},
"score": {
"type": "integer",
"format": "int32",
"description": "Agent's score for the current conversation, from 0 - 100, higher being better"
}
}
},
"description": "Request Scored Agents"
},
"skillExpression": {
"type": "string",
"description": "Skill requirements in form of expression for the conversation. To remove the skill expression, specify an empty string, i.e., \"\"."
},
"skillIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Skill requirements for the conversation. To remove all skill requirements, specify an empty list, i.e. []."
}
},
"required": [
"PCID",
"conversationId"
]
}
genesys_routing_patch_queue_member
Update the ring number OR joined status for a queue member. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
memberId | string | Yes | — | Member ID |
id | string | No | — | The queue member’s id. |
joined | boolean | No | — | The joined value |
memberBy | string | No | — | Member By |
name | string | No | — | The name value |
ringNumber | integer | No | — | Ring Number |
routingStatus | object | No | — | Routing Status |
selfUri | string | No | — | The URI for this object |
user | object | No | — | The user value |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"memberId": {
"type": "string",
"description": "Member ID"
},
"id": {
"type": "string",
"description": "The queue member's id."
},
"joined": {
"type": "boolean",
"description": "The joined value"
},
"memberBy": {
"type": "string",
"description": "Member By"
},
"name": {
"type": "string",
"description": "The name value"
},
"ringNumber": {
"type": "integer",
"description": "Ring Number"
},
"routingStatus": {
"type": "object",
"description": "Routing Status",
"properties": {
"userId": {
"type": "string",
"description": "The userId of the agent"
},
"status": {
"type": "string",
"description": "Indicates the Routing State of the agent. A value of OFF_QUEUE will be returned if the specified user does not exist.",
"enum": [
"OFF_QUEUE",
"IDLE",
"INTERACTING",
"NOT_RESPONDING",
"COMMUNICATING"
]
},
"startTime": {
"type": "string",
"description": "The timestamp when the agent went into this state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"user": {
"type": "object",
"description": "The user value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"division": {
"type": "object",
"description": "The division value"
},
"chat": {
"type": "object",
"description": "The chat value"
},
"department": {
"type": "string",
"description": "The department value"
},
"email": {
"type": "string",
"description": "The email value"
},
"primaryContactInfo": {
"type": "array",
"items": {
"type": "object"
},
"description": "Auto populated from addresses."
},
"addresses": {
"type": "array",
"items": {
"type": "object"
},
"description": "Email addresses and phone numbers for this user"
},
"state": {
"type": "string",
"description": "The current state for this user.",
"enum": [
"active",
"inactive",
"deleted"
]
},
"title": {
"type": "string",
"description": "The title value"
},
"username": {
"type": "string",
"description": "The username value"
},
"manager": {
"type": "object",
"description": "Circular schema reference: #/components/schemas/User"
},
"images": {
"type": "array",
"items": {
"type": "object"
},
"description": "The images value"
},
"version": {
"type": "integer",
"description": "Required when updating a user, this value should be the current version of the user. The current version can be obtained with a GET on the user before doing a PATCH."
},
"certifications": {
"type": "array",
"items": {
"type": "string"
},
"description": "The certifications value"
},
"biography": {
"type": "object",
"description": "The biography value"
},
"employerInfo": {
"type": "object",
"description": "Employer Info"
},
"preferredName": {
"type": "string",
"description": "Preferred full name of the agent"
},
"routingStatus": {
"type": "object",
"description": "Routing Status"
},
"presence": {
"type": "object",
"description": "The presence value"
},
"integrationPresence": {
"type": "object",
"description": "Integration Presence"
},
"conversationSummary": {
"type": "object",
"description": "Conversation Summary"
},
"outOfOffice": {
"type": "object",
"description": "Out Of Office"
},
"geolocation": {
"type": "object",
"description": "The geolocation value"
},
"station": {
"type": "object",
"description": "The station value"
},
"authorization": {
"type": "object",
"description": "The authorization value"
},
"profileSkills": {
"type": "array",
"items": {
"type": "string"
},
"description": "Profile skills possessed by the user"
},
"locations": {
"type": "array",
"items": {
"type": "object"
},
"description": "The user placement at each site location."
},
"groups": {
"type": "array",
"items": {
"type": "object"
},
"description": "The groups the user is a member of"
},
"team": {
"type": "object",
"description": "The team value"
},
"workPlanBidRanks": {
"type": "object",
"description": "Work Plan Bid Ranks"
},
"skills": {
"type": "array",
"items": {
"type": "object"
},
"description": "Routing (ACD) skills possessed by the user"
},
"languages": {
"type": "array",
"items": {
"type": "object"
},
"description": "Routing (ACD) languages possessed by the user"
},
"acdAutoAnswer": {
"type": "boolean",
"description": "acd auto answer"
},
"languagePreference": {
"type": "string",
"description": "preferred language by the user"
},
"lastTokenIssued": {
"type": "object",
"description": "Last Token Issued"
},
"dateLastLogin": {
"type": "string",
"description": "The last time the user logged in using username and password. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateWelcomeSent": {
"type": "string",
"description": "The date & time the user was sent their welcome email. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
},
"required": [
"version"
]
}
},
"required": [
"PCID",
"queueId",
"memberId"
]
}
genesys_routing_patch_queue_members
Join or unjoin a set of up to 100 users for a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
body | object[] | Yes | — | Queue Members |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"body": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The queue member's id."
},
"name": {
"type": "string",
"description": "The name value"
},
"user": {
"type": "object",
"description": "The user value"
},
"ringNumber": {
"type": "integer",
"format": "int32",
"description": "Ring Number"
},
"joined": {
"type": "boolean",
"description": "The joined value"
},
"memberBy": {
"type": "string",
"description": "Member By"
},
"routingStatus": {
"type": "object",
"description": "Routing Status"
},
"selfUri": {
"type": "string",
"format": "uri",
"description": "The URI for this object"
}
}
},
"description": "Queue Members"
}
},
"required": [
"PCID",
"queueId",
"body"
]
}
genesys_routing_patch_settings_contactcenter
Update Contact Center Settings Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
removeSkillsFromBlindTransfer | boolean | No | — | Strip skills from transfer |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"removeSkillsFromBlindTransfer": {
"type": "boolean",
"description": "Strip skills from transfer"
}
},
"required": [
"PCID"
]
}
genesys_routing_patch_settings_transcription
Patch Transcription Settings Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
contentSearchEnabled | boolean | No | — | Setting to enable/disable content search |
lowLatencyTranscriptionEnabled | boolean | No | — | Boolean flag indicating whether low latency transcription via Notification API is enabled |
pciDssRedactionEnabled | boolean | No | — | Setting to enable/disable PCI DSS Redaction |
piiRedactionEnabled | boolean | No | — | Setting to enable/disable PII Redaction |
transcription | string | Yes | — | Setting to enable/disable transcription capability |
transcriptionConfidenceThreshold | integer | Yes | — | Configure confidence threshold. The possible values are from 1 to 100. |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"contentSearchEnabled": {
"type": "boolean",
"description": "Setting to enable/disable content search"
},
"lowLatencyTranscriptionEnabled": {
"type": "boolean",
"description": "Boolean flag indicating whether low latency transcription via Notification API is enabled"
},
"pciDssRedactionEnabled": {
"type": "boolean",
"description": "Setting to enable/disable PCI DSS Redaction"
},
"piiRedactionEnabled": {
"type": "boolean",
"description": "Setting to enable/disable PII Redaction"
},
"transcription": {
"type": "string",
"description": "Setting to enable/disable transcription capability",
"enum": [
"Disabled",
"EnabledGlobally",
"EnabledQueueFlow"
]
},
"transcriptionConfidenceThreshold": {
"type": "integer",
"description": "Configure confidence threshold. The possible values are from 1 to 100."
}
},
"required": [
"PCID",
"transcription",
"transcriptionConfidenceThreshold"
]
}
genesys_routing_patch_skill
Update Routing Skill Division Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillId | string | Yes | — | Skill ID |
divisionId | string | No | — | The division to which this skill will belong |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillId": {
"type": "string",
"description": "Skill ID"
},
"divisionId": {
"type": "string",
"description": "The division to which this skill will belong"
}
},
"required": [
"PCID",
"skillId"
]
}
genesys_routing_patch_skillgroup
Update skill group definition Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillGroupId | string | Yes | — | Skill Group ID |
dateCreated | string | No | — | Created date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | Last modified date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
description | string | No | — | Group description |
division | object | No | — | The division value |
id | string | No | — | The globally unique identifier for the object. |
memberCount | integer | No | — | Estimated number of members in this group. It can take some time for the count to be updated after expressions are changed. |
name | string | Yes | — | The group name. |
selfUri | string | No | — | The URI for this object |
skillConditions | object[] | Yes | — | Conditions for this group |
status | string | No | — | Group’s filling status |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillGroupId": {
"type": "string",
"description": "Skill Group ID"
},
"dateCreated": {
"type": "string",
"description": "Created date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "Last modified date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"description": {
"type": "string",
"description": "Group description"
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"memberCount": {
"type": "integer",
"description": "Estimated number of members in this group. It can take some time for the count to be updated after expressions are changed."
},
"name": {
"type": "string",
"description": "The group name."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillConditions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"routingSkillConditions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"routingSkill": {
"type": "string",
"description": "The routing skill to be used in the skill condition query"
},
"comparator": {
"type": "string",
"description": "Comparator that will be applied to the proficiency"
},
"proficiency": {
"type": "integer",
"description": "The skill proficiency that will be used for the routing skill. Integer range 0-5"
},
"childConditions": {
"type": "array",
"description": "Nested conditions to be applied to this skill condition"
}
}
},
"description": "Routing skill conditions that will be used for building the query"
},
"languageSkillConditions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"languageSkill": {
"type": "string",
"description": "The language skill to be used in the skill condition query"
},
"comparator": {
"type": "string",
"description": "Comparator that will be applied to the proficiency"
},
"proficiency": {
"type": "integer",
"description": "The skill proficiency that will be used for the language skill. Integer range 0-5"
},
"childConditions": {
"type": "array",
"description": "Nested conditions to be applied to this skill condition"
}
}
},
"description": "Routing skill conditions that will be used for building the query"
},
"operation": {
"type": "string",
"enum": [
"And",
"Not",
"Or"
],
"description": "Operator that will be applied to the conditions"
}
},
"required": [
"languageSkillConditions",
"operation",
"routingSkillConditions"
]
},
"description": "Conditions for this group"
},
"status": {
"type": "string",
"description": "Group's filling status",
"enum": [
"InProgress",
"Complete"
]
}
},
"required": [
"PCID",
"skillGroupId",
"name",
"skillConditions"
]
}
genesys_routing_patch_user_queue
Join or unjoin a queue for a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
userId | string | Yes | — | User ID |
acwSettings | object | No | — | Acw Settings |
agentOwnedRouting | object | No | — | Agent Owned Routing |
bullseye | object | No | — | The bullseye value |
callingPartyName | string | No | — | The name to use for caller identification for outbound calls from this queue. |
callingPartyNumber | string | No | — | The phone number to use for caller identification for outbound calls from this queue. |
cannedResponseLibraries | object | No | — | Canned Response Libraries |
conditionalGroupActivation | object | No | — | Conditional Group Activation |
conditionalGroupRouting | object | No | — | Conditional Group Routing |
createdBy | string | No | — | The ID of the user that created the queue. |
dateCreated | string | No | — | The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
defaultScripts | object | No | — | The default script Ids for the communication types. |
description | string | No | — | The queue description. |
directRouting | object | No | — | Direct Routing |
division | object | No | — | The division value |
emailInQueueFlow | object | No | — | Email In Queue Flow |
enableAudioMonitoring | boolean | No | — | Indicates whether audio monitoring is enabled for this queue. |
enableManualAssignment | boolean | No | — | Indicates whether manual assignment is enabled for this queue. |
enableTranscription | boolean | No | — | Indicates whether voice transcription is enabled for this queue. |
id | string | No | — | The globally unique identifier for the object. |
joined | boolean | No | — | The joined value |
joinedMemberCount | integer | No | — | The number of joined members in the queue. |
lastAgentRoutingMode | string | No | — | The Last Agent Routing Mode for the queue. |
mediaSettings | object | No | — | Media Settings |
memberCount | integer | No | — | The total number of members in the queue. |
memberGroups | object[] | No | — | The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes. |
messageInQueueFlow | object | No | — | Message In Queue Flow |
modifiedBy | string | No | — | The ID of the user that last modified the queue. |
name | string | No | — | The name value |
onHoldPrompt | object | No | — | On Hold Prompt |
outboundEmailAddress | object | No | — | Outbound Email Address |
outboundMessagingAddresses | object | No | — | Outbound Messaging Addresses |
peerId | string | No | — | The ID of an associated external queue. |
queueFlow | object | No | — | Queue Flow |
routingRules | object[] | No | — | The routing rules for the queue, used for Preferred Agent Routing. |
scoringMethod | string | No | — | The Scoring Method for the queue. |
selfUri | string | No | — | The URI for this object |
skillEvaluationMethod | string | No | — | The skill evaluation method to use when routing conversations. |
suppressInQueueCallRecording | boolean | No | — | Indicates whether recording in-queue calls is suppressed for this queue. |
userMemberCount | integer | No | — | The number of user members (i.e., non-group members) in the queue. |
whisperPrompt | object | No | — | Whisper Prompt |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"userId": {
"type": "string",
"description": "User ID"
},
"acwSettings": {
"type": "object",
"description": "Acw Settings",
"properties": {
"wrapupPrompt": {
"type": "string",
"description": "This field controls how the UI prompts the agent for a wrapup.",
"enum": [
"MANDATORY",
"OPTIONAL",
"MANDATORY_TIMEOUT",
"MANDATORY_FORCED_TIMEOUT",
"AGENT_REQUESTED"
]
},
"timeoutMs": {
"type": "integer",
"description": "The amount of time the agent can stay in ACW (Min: 1 sec, Max: 60 min). Can only be used when ACW is AGENT_REQUESTED, MANDATORY_TIMEOUT or MANDATORY_FORCED_TIMEOUT."
}
}
},
"agentOwnedRouting": {
"type": "object",
"description": "Agent Owned Routing",
"properties": {
"enableAgentOwnedCallbacks": {
"type": "boolean",
"description": "Indicates if Agent Owned Callbacks are enabled for the queue"
},
"maxOwnedCallbackHours": {
"type": "integer",
"description": "The max amount of time a callback can be owned (in hours); Allowable range 1 - 168 hour(s) (inclusive)"
},
"maxOwnedCallbackDelayHours": {
"type": "integer",
"description": "The max amount of time a callback can be scheduled out into the future (in hours); Allowable range 1 - 720 hour(s) (inclusive)"
}
}
},
"bullseye": {
"type": "object",
"description": "The bullseye value",
"properties": {
"rings": {
"type": "array",
"items": {
"type": "object"
},
"description": "The bullseye rings configured for this queue."
}
}
},
"callingPartyName": {
"type": "string",
"description": "The name to use for caller identification for outbound calls from this queue."
},
"callingPartyNumber": {
"type": "string",
"description": "The phone number to use for caller identification for outbound calls from this queue."
},
"cannedResponseLibraries": {
"type": "object",
"description": "Canned Response Libraries",
"properties": {
"libraryIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Set of canned response library IDs associated with the queue only when mode is SelectedOnly."
},
"mode": {
"type": "string",
"description": "The association mode of canned response libraries to queue",
"enum": [
"All",
"SelectedOnly",
"None"
]
}
}
},
"conditionalGroupActivation": {
"type": "object",
"description": "Conditional Group Activation",
"properties": {
"pilotRule": {
"type": "object",
"description": "Pilot Rule"
},
"rules": {
"type": "array",
"items": {
"type": "object"
},
"description": "The set of rules to be periodically executed on the queue (if the pilot rule evaluates as true or there is no pilot rule)"
}
}
},
"conditionalGroupRouting": {
"type": "object",
"description": "Conditional Group Routing",
"properties": {
"rules": {
"type": "array",
"items": {
"type": "object"
},
"description": "The set of rules to be executed for each conversation"
}
}
},
"createdBy": {
"type": "string",
"description": "The ID of the user that created the queue."
},
"dateCreated": {
"type": "string",
"description": "The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"defaultScripts": {
"type": "object",
"description": "The default script Ids for the communication types."
},
"description": {
"type": "string",
"description": "The queue description."
},
"directRouting": {
"type": "object",
"description": "Direct Routing",
"properties": {
"callMediaSettings": {
"type": "object",
"description": "Call Media Settings"
},
"emailMediaSettings": {
"type": "object",
"description": "Email Media Settings"
},
"messageMediaSettings": {
"type": "object",
"description": "Message Media Settings"
},
"backupQueueId": {
"type": "string",
"description": "ID of another queue to be used as the default backup if an agent does not have their Backup Settings configured. If not set, the current queue will be used as backup, but with Direct Routing criteria removed from the conversation."
},
"waitForAgent": {
"type": "boolean",
"description": "Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup."
},
"agentWaitSeconds": {
"type": "integer",
"description": "Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]."
}
}
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"emailInQueueFlow": {
"type": "object",
"description": "Email In Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"enableAudioMonitoring": {
"type": "boolean",
"description": "Indicates whether audio monitoring is enabled for this queue."
},
"enableManualAssignment": {
"type": "boolean",
"description": "Indicates whether manual assignment is enabled for this queue."
},
"enableTranscription": {
"type": "boolean",
"description": "Indicates whether voice transcription is enabled for this queue."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"joined": {
"type": "boolean",
"description": "The joined value"
},
"joinedMemberCount": {
"type": "integer",
"description": "The number of joined members in the queue."
},
"lastAgentRoutingMode": {
"type": "string",
"description": "The Last Agent Routing Mode for the queue.",
"enum": [
"Disabled",
"QueueMembersOnly",
"AnyAgent"
]
},
"mediaSettings": {
"type": "object",
"description": "Media Settings",
"properties": {
"call": {
"type": "object",
"description": "The call value"
},
"callback": {
"type": "object",
"description": "The callback value"
},
"chat": {
"type": "object",
"description": "The chat value"
},
"email": {
"type": "object",
"description": "The email value"
},
"message": {
"type": "object",
"description": "The message value"
}
}
},
"memberCount": {
"type": "integer",
"description": "The total number of members in the queue."
},
"memberGroups": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"division": {
"type": "object",
"description": "The division value"
},
"type": {
"type": "string",
"enum": [
"TEAM",
"GROUP",
"SKILLGROUP"
],
"description": "The group type"
},
"memberCount": {
"type": "integer",
"format": "int32",
"description": "The number of members in this group"
},
"selfUri": {
"type": "string",
"format": "uri",
"description": "The URI for this object"
}
}
},
"description": "The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes."
},
"messageInQueueFlow": {
"type": "object",
"description": "Message In Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"modifiedBy": {
"type": "string",
"description": "The ID of the user that last modified the queue."
},
"name": {
"type": "string",
"description": "The name value"
},
"onHoldPrompt": {
"type": "object",
"description": "On Hold Prompt",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"outboundEmailAddress": {
"type": "object",
"description": "Outbound Email Address",
"properties": {
"domain": {
"type": "object",
"description": "The domain value"
},
"route": {
"type": "object",
"description": "The route value"
}
}
},
"outboundMessagingAddresses": {
"type": "object",
"description": "Outbound Messaging Addresses",
"properties": {
"smsAddress": {
"type": "object",
"description": "Sms Address"
},
"openMessagingRecipient": {
"type": "object",
"description": "Open Messaging Recipient"
},
"whatsAppRecipient": {
"type": "object",
"description": "Whats App Recipient"
}
}
},
"peerId": {
"type": "string",
"description": "The ID of an associated external queue."
},
"queueFlow": {
"type": "object",
"description": "Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"routingRules": {
"type": "array",
"items": {
"type": "object",
"properties": {
"operator": {
"type": "string",
"enum": [
"MEETS_THRESHOLD",
"ANY"
],
"description": "matching operator. MEETS_THRESHOLD matches any agent with a score at or above the rule's threshold. ANY matches all specified agents, regardless of score."
},
"threshold": {
"type": "integer",
"format": "int32",
"description": "threshold required for routing attempt (generally an agent score). may be null for operator ANY."
},
"waitSeconds": {
"type": "number",
"format": "double",
"description": "seconds to wait in this rule before moving to the next"
}
}
},
"description": "The routing rules for the queue, used for Preferred Agent Routing."
},
"scoringMethod": {
"type": "string",
"description": "The Scoring Method for the queue.",
"enum": [
"TimestampAndPriority",
"PriorityOnly"
]
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillEvaluationMethod": {
"type": "string",
"description": "The skill evaluation method to use when routing conversations.",
"enum": [
"NONE",
"BEST",
"ALL"
]
},
"suppressInQueueCallRecording": {
"type": "boolean",
"description": "Indicates whether recording in-queue calls is suppressed for this queue."
},
"userMemberCount": {
"type": "integer",
"description": "The number of user members (i.e., non-group members) in the queue."
},
"whisperPrompt": {
"type": "object",
"description": "Whisper Prompt",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
}
},
"required": [
"PCID",
"queueId",
"userId"
]
}
genesys_routing_patch_user_queues
Join or unjoin a set of queues for a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
divisionId | string[] | No | — | Division ID(s) |
body | object[] | Yes | — | User Queues |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"divisionId": {
"type": "array",
"items": {
"type": "string"
},
"description": "Division ID(s)"
},
"body": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"division": {
"type": "object",
"description": "The division value"
},
"description": {
"type": "string",
"description": "The queue description."
},
"dateCreated": {
"type": "string",
"format": "date-time",
"description": "The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"format": "date-time",
"description": "The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"modifiedBy": {
"type": "string",
"description": "The ID of the user that last modified the queue."
},
"createdBy": {
"type": "string",
"description": "The ID of the user that created the queue."
},
"memberCount": {
"type": "integer",
"format": "int32",
"description": "The total number of members in the queue."
},
"userMemberCount": {
"type": "integer",
"format": "int32",
"description": "The number of user members (i.e., non-group members) in the queue."
},
"joinedMemberCount": {
"type": "integer",
"format": "int32",
"description": "The number of joined members in the queue."
},
"mediaSettings": {
"type": "object",
"description": "Media Settings"
},
"routingRules": {
"type": "array",
"items": {
"type": "object",
"properties": {
"operator": {
"type": "string",
"description": "matching operator. MEETS_THRESHOLD matches any agent with a score at or above the rule's threshold. ANY matches all specified agents, regardless of score."
},
"threshold": {
"type": "integer",
"description": "threshold required for routing attempt (generally an agent score). may be null for operator ANY."
},
"waitSeconds": {
"type": "number",
"description": "seconds to wait in this rule before moving to the next"
}
}
},
"description": "The routing rules for the queue, used for Preferred Agent Routing."
},
"conditionalGroupRouting": {
"type": "object",
"description": "Conditional Group Routing"
},
"conditionalGroupActivation": {
"type": "object",
"description": "Conditional Group Activation"
},
"bullseye": {
"type": "object",
"description": "The bullseye value"
},
"scoringMethod": {
"type": "string",
"enum": [
"TimestampAndPriority",
"PriorityOnly"
],
"description": "The Scoring Method for the queue."
},
"lastAgentRoutingMode": {
"type": "string",
"enum": [
"Disabled",
"QueueMembersOnly",
"AnyAgent"
],
"description": "The Last Agent Routing Mode for the queue."
},
"acwSettings": {
"type": "object",
"description": "Acw Settings"
},
"skillEvaluationMethod": {
"type": "string",
"enum": [
"NONE",
"BEST",
"ALL"
],
"description": "The skill evaluation method to use when routing conversations."
},
"memberGroups": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string"
},
"division": {
"type": "object"
},
"type": {
"type": "string",
"description": "The group type"
},
"memberCount": {
"type": "integer",
"description": "The number of members in this group"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"description": "The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes."
},
"queueFlow": {
"type": "object",
"description": "Queue Flow"
},
"emailInQueueFlow": {
"type": "object",
"description": "Email In Queue Flow"
},
"messageInQueueFlow": {
"type": "object",
"description": "Message In Queue Flow"
},
"whisperPrompt": {
"type": "object",
"description": "Whisper Prompt"
},
"onHoldPrompt": {
"type": "object",
"description": "On Hold Prompt"
},
"cannedResponseLibraries": {
"type": "object",
"description": "Canned Response Libraries"
},
"enableTranscription": {
"type": "boolean",
"description": "Indicates whether voice transcription is enabled for this queue."
},
"enableAudioMonitoring": {
"type": "boolean",
"description": "Indicates whether audio monitoring is enabled for this queue."
},
"enableManualAssignment": {
"type": "boolean",
"description": "Indicates whether manual assignment is enabled for this queue."
},
"agentOwnedRouting": {
"type": "object",
"description": "Agent Owned Routing"
},
"directRouting": {
"type": "object",
"description": "Direct Routing"
},
"callingPartyName": {
"type": "string",
"description": "The name to use for caller identification for outbound calls from this queue."
},
"callingPartyNumber": {
"type": "string",
"description": "The phone number to use for caller identification for outbound calls from this queue."
},
"defaultScripts": {
"type": "object",
"description": "The default script Ids for the communication types."
},
"outboundMessagingAddresses": {
"type": "object",
"description": "Outbound Messaging Addresses"
},
"outboundEmailAddress": {
"type": "object",
"description": "Outbound Email Address"
},
"peerId": {
"type": "string",
"description": "The ID of an associated external queue."
},
"suppressInQueueCallRecording": {
"type": "boolean",
"description": "Indicates whether recording in-queue calls is suppressed for this queue."
},
"joined": {
"type": "boolean",
"description": "The joined value"
},
"selfUri": {
"type": "string",
"format": "uri",
"description": "The URI for this object"
}
}
},
"description": "User Queues"
}
},
"required": [
"PCID",
"userId",
"body"
]
}
genesys_routing_patch_user_routinglanguage
Update an assigned routing language’s proficiency Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
languageId | string | Yes | — | Language Id |
id | string | No | — | The globally unique identifier for the object. |
languageUri | string | No | — | URI to the organization language used by this user language. |
name | string | No | — | The name value |
proficiency | number | No | — | A rating from 0.0 to 5.0 that indicates how fluent an agent is in a particular language. ACD interactions are routed to agents with higher proficiency ratings. |
selfUri | string | No | — | The URI for this object |
state | string | No | — | Activate or deactivate this routing language. |
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Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"languageId": {
"type": "string",
"description": "Language Id"
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"languageUri": {
"type": "string",
"description": "URI to the organization language used by this user language."
},
"name": {
"type": "string",
"description": "The name value"
},
"proficiency": {
"type": "number",
"description": "A rating from 0.0 to 5.0 that indicates how fluent an agent is in a particular language. ACD interactions are routed to agents with higher proficiency ratings."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"state": {
"type": "string",
"description": "Activate or deactivate this routing language.",
"enum": [
"active",
"inactive",
"deleted"
]
}
},
"required": [
"PCID",
"userId",
"languageId"
]
}
genesys_routing_post_analytics_queues_observations_query
Query for queue observations Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
detailMetrics | any[] | No | — | Metrics for which to include additional detailed observations |
filter | object | Yes | — | filter |
metrics | any[] | Yes | — | Behaves like a SQL SELECT clause. Only named metrics will be retrieved. |
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Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"detailMetrics": {
"type": "array",
"description": "Metrics for which to include additional detailed observations"
},
"filter": {
"type": "object",
"description": "filter"
},
"metrics": {
"type": "array",
"description": "Behaves like a SQL SELECT clause. Only named metrics will be retrieved."
}
},
"required": [
"PCID",
"filter",
"metrics"
]
}
genesys_routing_post_languages
Create Language Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
dateModified | string | No | — | Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
id | string | No | — | The globally unique identifier for the object. |
name | string | Yes | — | The language name. |
selfUri | string | No | — | The URI for this object |
state | string | No | — | The state value |
version | string | No | — | The version value |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"dateModified": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The language name."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"state": {
"type": "string",
"description": "The state value",
"enum": [
"active",
"inactive",
"deleted"
]
},
"version": {
"type": "string",
"description": "The version value"
}
},
"required": [
"PCID",
"name"
]
}
genesys_routing_post_queue_members
Bulk add or delete up to 100 queue members Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
delete | boolean | No | — | True to delete queue members |
body | object[] | Yes | — | Queue Members |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"delete": {
"type": "boolean",
"description": "True to delete queue members"
},
"body": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
}
}
},
"description": "Queue Members"
}
},
"required": [
"PCID",
"queueId",
"body"
]
}
genesys_routing_post_queue_wrapupcodes
Add up to 100 wrap-up codes to a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
body | object[] | Yes | — | List of wrapup codes |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"body": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
}
}
},
"description": "List of wrapup codes"
}
},
"required": [
"PCID",
"queueId",
"body"
]
}
genesys_routing_post_queues
Create a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
acwSettings | object | No | — | Acw Settings |
agentOwnedRouting | object | No | — | Agent Owned Routing |
autoAnswerOnly | boolean | No | — | Specifies whether the configured whisper should play for all ACD calls, or only for those which are auto-answered. |
bullseye | object | No | — | The bullseye value |
callingPartyName | string | No | — | The name to use for caller identification for outbound calls from this queue. |
callingPartyNumber | string | No | — | The phone number to use for caller identification for outbound calls from this queue. |
cannedResponseLibraries | object | No | — | Canned Response Libraries |
conditionalGroupActivation | object | No | — | Conditional Group Activation |
conditionalGroupRouting | object | No | — | Conditional Group Routing |
createdBy | string | No | — | The ID of the user that created the queue. |
dateCreated | string | No | — | The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
defaultScripts | object | No | — | The default script Ids for the communication types. |
description | string | No | — | The queue description. |
directRouting | object | No | — | Direct Routing |
division | object | No | — | The division value |
emailInQueueFlow | object | No | — | Email In Queue Flow |
enableAudioMonitoring | boolean | No | — | Indicates whether audio monitoring is enabled for this queue. |
enableManualAssignment | boolean | No | — | Indicates whether manual assignment is enabled for this queue. |
enableTranscription | boolean | No | — | Indicates whether voice transcription is enabled for this queue. |
id | string | No | — | The globally unique identifier for the object. |
joinedMemberCount | integer | No | — | The number of joined members in the queue. |
lastAgentRoutingMode | string | No | — | The Last Agent Routing Mode for the queue. |
mediaSettings | object | No | — | Media Settings |
memberCount | integer | No | — | The total number of members in the queue. |
memberGroups | object[] | No | — | The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes. |
messageInQueueFlow | object | No | — | Message In Queue Flow |
modifiedBy | string | No | — | The ID of the user that last modified the queue. |
name | string | Yes | — | The queue name |
onHoldPrompt | object | No | — | On Hold Prompt |
outboundEmailAddress | object | No | — | Outbound Email Address |
outboundMessagingAddresses | object | No | — | Outbound Messaging Addresses |
peerId | string | No | — | The ID of an associated external queue. |
queueFlow | object | No | — | Queue Flow |
routingRules | object[] | No | — | The routing rules for the queue, used for Preferred Agent Routing. |
scoringMethod | string | No | — | The Scoring Method for the queue. |
selfUri | string | No | — | The URI for this object |
skillEvaluationMethod | string | No | — | The skill evaluation method to use when routing conversations. |
sourceQueueId | string | No | — | The id of an existing queue to copy the settings (does not include GPR settings) from when creating a new queue. |
suppressInQueueCallRecording | boolean | No | — | Indicates whether recording in-queue calls is suppressed for this queue. |
userMemberCount | integer | No | — | The number of user members (i.e., non-group members) in the queue. |
whisperPrompt | object | No | — | Whisper Prompt |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"acwSettings": {
"type": "object",
"description": "Acw Settings",
"properties": {
"wrapupPrompt": {
"type": "string",
"description": "This field controls how the UI prompts the agent for a wrapup.",
"enum": [
"MANDATORY",
"OPTIONAL",
"MANDATORY_TIMEOUT",
"MANDATORY_FORCED_TIMEOUT",
"AGENT_REQUESTED"
]
},
"timeoutMs": {
"type": "integer",
"description": "The amount of time the agent can stay in ACW (Min: 1 sec, Max: 60 min). Can only be used when ACW is AGENT_REQUESTED, MANDATORY_TIMEOUT or MANDATORY_FORCED_TIMEOUT."
}
}
},
"agentOwnedRouting": {
"type": "object",
"description": "Agent Owned Routing",
"properties": {
"enableAgentOwnedCallbacks": {
"type": "boolean",
"description": "Indicates if Agent Owned Callbacks are enabled for the queue"
},
"maxOwnedCallbackHours": {
"type": "integer",
"description": "The max amount of time a callback can be owned (in hours); Allowable range 1 - 168 hour(s) (inclusive)"
},
"maxOwnedCallbackDelayHours": {
"type": "integer",
"description": "The max amount of time a callback can be scheduled out into the future (in hours); Allowable range 1 - 720 hour(s) (inclusive)"
}
}
},
"autoAnswerOnly": {
"type": "boolean",
"description": "Specifies whether the configured whisper should play for all ACD calls, or only for those which are auto-answered."
},
"bullseye": {
"type": "object",
"description": "The bullseye value",
"properties": {
"rings": {
"type": "array",
"items": {
"type": "object"
},
"description": "The bullseye rings configured for this queue."
}
}
},
"callingPartyName": {
"type": "string",
"description": "The name to use for caller identification for outbound calls from this queue."
},
"callingPartyNumber": {
"type": "string",
"description": "The phone number to use for caller identification for outbound calls from this queue."
},
"cannedResponseLibraries": {
"type": "object",
"description": "Canned Response Libraries",
"properties": {
"libraryIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Set of canned response library IDs associated with the queue only when mode is SelectedOnly."
},
"mode": {
"type": "string",
"description": "The association mode of canned response libraries to queue",
"enum": [
"All",
"SelectedOnly",
"None"
]
}
}
},
"conditionalGroupActivation": {
"type": "object",
"description": "Conditional Group Activation",
"properties": {
"pilotRule": {
"type": "object",
"description": "Pilot Rule"
},
"rules": {
"type": "array",
"items": {
"type": "object"
},
"description": "The set of rules to be periodically executed on the queue (if the pilot rule evaluates as true or there is no pilot rule)"
}
}
},
"conditionalGroupRouting": {
"type": "object",
"description": "Conditional Group Routing",
"properties": {
"rules": {
"type": "array",
"items": {
"type": "object"
},
"description": "The set of rules to be executed for each conversation"
}
}
},
"createdBy": {
"type": "string",
"description": "The ID of the user that created the queue."
},
"dateCreated": {
"type": "string",
"description": "The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"defaultScripts": {
"type": "object",
"description": "The default script Ids for the communication types."
},
"description": {
"type": "string",
"description": "The queue description."
},
"directRouting": {
"type": "object",
"description": "Direct Routing",
"properties": {
"callMediaSettings": {
"type": "object",
"description": "Call Media Settings"
},
"emailMediaSettings": {
"type": "object",
"description": "Email Media Settings"
},
"messageMediaSettings": {
"type": "object",
"description": "Message Media Settings"
},
"backupQueueId": {
"type": "string",
"description": "ID of another queue to be used as the default backup if an agent does not have their Backup Settings configured. If not set, the current queue will be used as backup, but with Direct Routing criteria removed from the conversation."
},
"waitForAgent": {
"type": "boolean",
"description": "Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup."
},
"agentWaitSeconds": {
"type": "integer",
"description": "Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]."
}
}
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"emailInQueueFlow": {
"type": "object",
"description": "Email In Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"enableAudioMonitoring": {
"type": "boolean",
"description": "Indicates whether audio monitoring is enabled for this queue."
},
"enableManualAssignment": {
"type": "boolean",
"description": "Indicates whether manual assignment is enabled for this queue."
},
"enableTranscription": {
"type": "boolean",
"description": "Indicates whether voice transcription is enabled for this queue."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"joinedMemberCount": {
"type": "integer",
"description": "The number of joined members in the queue."
},
"lastAgentRoutingMode": {
"type": "string",
"description": "The Last Agent Routing Mode for the queue.",
"enum": [
"Disabled",
"QueueMembersOnly",
"AnyAgent"
]
},
"mediaSettings": {
"type": "object",
"description": "Media Settings",
"properties": {
"call": {
"type": "object",
"description": "The call value"
},
"callback": {
"type": "object",
"description": "The callback value"
},
"chat": {
"type": "object",
"description": "The chat value"
},
"email": {
"type": "object",
"description": "The email value"
},
"message": {
"type": "object",
"description": "The message value"
}
}
},
"memberCount": {
"type": "integer",
"description": "The total number of members in the queue."
},
"memberGroups": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"division": {
"type": "object",
"description": "The division value"
},
"type": {
"type": "string",
"enum": [
"TEAM",
"GROUP",
"SKILLGROUP"
],
"description": "The group type"
},
"memberCount": {
"type": "integer",
"format": "int32",
"description": "The number of members in this group"
},
"selfUri": {
"type": "string",
"format": "uri",
"description": "The URI for this object"
}
}
},
"description": "The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes."
},
"messageInQueueFlow": {
"type": "object",
"description": "Message In Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"modifiedBy": {
"type": "string",
"description": "The ID of the user that last modified the queue."
},
"name": {
"type": "string",
"description": "The queue name"
},
"onHoldPrompt": {
"type": "object",
"description": "On Hold Prompt",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"outboundEmailAddress": {
"type": "object",
"description": "Outbound Email Address",
"properties": {
"domain": {
"type": "object",
"description": "The domain value"
},
"route": {
"type": "object",
"description": "The route value"
}
}
},
"outboundMessagingAddresses": {
"type": "object",
"description": "Outbound Messaging Addresses",
"properties": {
"smsAddress": {
"type": "object",
"description": "Sms Address"
},
"openMessagingRecipient": {
"type": "object",
"description": "Open Messaging Recipient"
},
"whatsAppRecipient": {
"type": "object",
"description": "Whats App Recipient"
}
}
},
"peerId": {
"type": "string",
"description": "The ID of an associated external queue."
},
"queueFlow": {
"type": "object",
"description": "Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"routingRules": {
"type": "array",
"items": {
"type": "object",
"properties": {
"operator": {
"type": "string",
"enum": [
"MEETS_THRESHOLD",
"ANY"
],
"description": "matching operator. MEETS_THRESHOLD matches any agent with a score at or above the rule's threshold. ANY matches all specified agents, regardless of score."
},
"threshold": {
"type": "integer",
"format": "int32",
"description": "threshold required for routing attempt (generally an agent score). may be null for operator ANY."
},
"waitSeconds": {
"type": "number",
"format": "double",
"description": "seconds to wait in this rule before moving to the next"
}
}
},
"description": "The routing rules for the queue, used for Preferred Agent Routing."
},
"scoringMethod": {
"type": "string",
"description": "The Scoring Method for the queue.",
"enum": [
"TimestampAndPriority",
"PriorityOnly"
]
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillEvaluationMethod": {
"type": "string",
"description": "The skill evaluation method to use when routing conversations.",
"enum": [
"NONE",
"BEST",
"ALL"
]
},
"sourceQueueId": {
"type": "string",
"description": "The id of an existing queue to copy the settings (does not include GPR settings) from when creating a new queue."
},
"suppressInQueueCallRecording": {
"type": "boolean",
"description": "Indicates whether recording in-queue calls is suppressed for this queue."
},
"userMemberCount": {
"type": "integer",
"description": "The number of user members (i.e., non-group members) in the queue."
},
"whisperPrompt": {
"type": "object",
"description": "Whisper Prompt",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
}
},
"required": [
"PCID",
"name"
]
}
genesys_routing_post_skillgroup_members_divisions
Add or remove member divisions for this skill group. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
skillGroupId | string | Yes | — | Skill Group ID |
addDivisionIds | string[] | No | — | Add Division Ids |
removeDivisionIds | string[] | No | — | Remove Division Ids |
Show inputSchema
Show inputSchema
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"skillGroupId": {
"type": "string",
"description": "Skill Group ID"
},
"addDivisionIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Add Division Ids"
},
"removeDivisionIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Remove Division Ids"
}
},
"required": [
"PCID",
"skillGroupId"
]
}
genesys_routing_post_skillgroups
Create a skill group Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
dateCreated | string | No | — | Created date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | Last modified date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
description | string | No | — | Group description |
division | object | No | — | The division value |
id | string | No | — | The globally unique identifier for the object. |
memberCount | integer | No | — | Estimated number of members in this group. It can take some time for the count to be updated after expressions are changed. |
memberDivisions | string[] | No | — | Member divisions for this skill group |
name | string | Yes | — | The group name. |
selfUri | string | No | — | The URI for this object |
skillConditions | object[] | Yes | — | Conditions for this group |
status | string | No | — | Group’s filling status |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"dateCreated": {
"type": "string",
"description": "Created date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "Last modified date/time of the skill group. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"description": {
"type": "string",
"description": "Group description"
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"memberCount": {
"type": "integer",
"description": "Estimated number of members in this group. It can take some time for the count to be updated after expressions are changed."
},
"memberDivisions": {
"type": "array",
"items": {
"type": "string"
},
"description": "Member divisions for this skill group"
},
"name": {
"type": "string",
"description": "The group name."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillConditions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"routingSkillConditions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"routingSkill": {
"type": "string",
"description": "The routing skill to be used in the skill condition query"
},
"comparator": {
"type": "string",
"description": "Comparator that will be applied to the proficiency"
},
"proficiency": {
"type": "integer",
"description": "The skill proficiency that will be used for the routing skill. Integer range 0-5"
},
"childConditions": {
"type": "array",
"description": "Nested conditions to be applied to this skill condition"
}
}
},
"description": "Routing skill conditions that will be used for building the query"
},
"languageSkillConditions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"languageSkill": {
"type": "string",
"description": "The language skill to be used in the skill condition query"
},
"comparator": {
"type": "string",
"description": "Comparator that will be applied to the proficiency"
},
"proficiency": {
"type": "integer",
"description": "The skill proficiency that will be used for the language skill. Integer range 0-5"
},
"childConditions": {
"type": "array",
"description": "Nested conditions to be applied to this skill condition"
}
}
},
"description": "Routing skill conditions that will be used for building the query"
},
"operation": {
"type": "string",
"enum": [
"And",
"Not",
"Or"
],
"description": "Operator that will be applied to the conditions"
}
},
"required": [
"languageSkillConditions",
"operation",
"routingSkillConditions"
]
},
"description": "Conditions for this group"
},
"status": {
"type": "string",
"description": "Group's filling status",
"enum": [
"InProgress",
"Complete"
]
}
},
"required": [
"PCID",
"name",
"skillConditions"
]
}
genesys_routing_post_skills
Create Skill Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
name | string | Yes | — | The name of the skill. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"name": {
"type": "string",
"description": "The name of the skill."
}
},
"required": [
"PCID",
"name"
]
}
genesys_routing_post_user_routinglanguages
Assign a routing language to a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
id | string | Yes | — | The id of the existing routing language to add to the user |
languageUri | string | No | — | URI to the organization language used by this user language. |
proficiency | number | Yes | — | Proficiency is a rating from 0.0 to 5.0 on how competent an agent is for a particular language. It is used when a queue is set to “Best available language” mode to allow acd interactions to target agents with higher proficiency ratings. |
selfUri | string | No | — | The URI for this object |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"id": {
"type": "string",
"description": "The id of the existing routing language to add to the user"
},
"languageUri": {
"type": "string",
"description": "URI to the organization language used by this user language."
},
"proficiency": {
"type": "number",
"description": "Proficiency is a rating from 0.0 to 5.0 on how competent an agent is for a particular language. It is used when a queue is set to \"Best available language\" mode to allow acd interactions to target agents with higher proficiency ratings."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
},
"required": [
"PCID",
"userId",
"id",
"proficiency"
]
}
genesys_routing_post_user_routingskills
Assign a routing skill to a user Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
id | string | Yes | — | The id of the existing routing skill to add to the user |
proficiency | number | Yes | — | Proficiency is a rating from 0.0 to 5.0 on how competent an agent is for a particular skill. It is used when a queue is set to “Best available skills” mode to allow acd interactions to target agents with higher proficiency ratings. |
selfUri | string | No | — | The URI for this object |
skillUri | string | No | — | URI to the organization skill used by this user skill. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"id": {
"type": "string",
"description": "The id of the existing routing skill to add to the user"
},
"proficiency": {
"type": "number",
"description": "Proficiency is a rating from 0.0 to 5.0 on how competent an agent is for a particular skill. It is used when a queue is set to \"Best available skills\" mode to allow acd interactions to target agents with higher proficiency ratings."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillUri": {
"type": "string",
"description": "URI to the organization skill used by this user skill."
}
},
"required": [
"PCID",
"userId",
"id",
"proficiency"
]
}
genesys_routing_post_utilization_labels
Create a utilization label Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
name | string | Yes | — | The utilization label name. |
utilization | object | No | — | The utilization value |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"name": {
"type": "string",
"description": "The utilization label name."
},
"utilization": {
"type": "object",
"description": "The utilization value",
"properties": {
"maximumCapacity": {
"type": "integer",
"description": "Defines the maximum number of interactions with this label that an agent can handle at one time."
},
"interruptingLabelIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Defines other labels that can interrupt an interaction with this label."
}
}
}
},
"required": [
"PCID",
"name"
]
}
genesys_routing_post_wrapupcodes
Create a wrap-up code Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
createdBy | string | No | — | The ID of the user that created the wrap-up code. |
dateCreated | string | No | — | Date when the wrap-up code was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | Date when the wrap-up code was last modified. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
description | string | No | — | The wrap-up code description. |
division | object | No | — | The division value |
id | string | No | — | The globally unique identifier for the object. |
modifiedBy | string | No | — | The ID of the user that modified the wrap-up code. |
name | string | Yes | — | The wrap-up code name. |
selfUri | string | No | — | The URI for this object |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"createdBy": {
"type": "string",
"description": "The ID of the user that created the wrap-up code."
},
"dateCreated": {
"type": "string",
"description": "Date when the wrap-up code was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "Date when the wrap-up code was last modified. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"description": {
"type": "string",
"description": "The wrap-up code description."
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"modifiedBy": {
"type": "string",
"description": "The ID of the user that modified the wrap-up code."
},
"name": {
"type": "string",
"description": "The wrap-up code name."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
},
"required": [
"PCID",
"name"
]
}
genesys_routing_put_directroutingbackup_settings_me
Update the user’s Direct Routing Backup settings. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
agentWaitSeconds | integer | No | — | Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]. |
backedUpUsers | string[] | No | — | Set of users that this user is a backup for. |
queueId | string | No | — | ID of queue to be used as backup. If queueId and userId are both specified, queue behaves as secondary backup. |
userId | string | No | — | ID of user to be used as backup. If queueId and userId are both specified, user behaves as primary backup. |
waitForAgent | boolean | No | — | Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"agentWaitSeconds": {
"type": "integer",
"description": "Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]."
},
"backedUpUsers": {
"type": "array",
"items": {
"type": "string"
},
"description": "Set of users that this user is a backup for."
},
"queueId": {
"type": "string",
"description": "ID of queue to be used as backup. If queueId and userId are both specified, queue behaves as secondary backup."
},
"userId": {
"type": "string",
"description": "ID of user to be used as backup. If queueId and userId are both specified, user behaves as primary backup."
},
"waitForAgent": {
"type": "boolean",
"description": "Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup."
}
},
"required": [
"PCID"
]
}
genesys_routing_put_message_recipient
Update a recipient Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
recipientId | string | Yes | — | Recipient ID |
flow | object | No | — | The flow value |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"recipientId": {
"type": "string",
"description": "Recipient ID"
},
"flow": {
"type": "object",
"description": "The flow value",
"properties": {
"id": {
"type": "string",
"description": "The flow identifier"
}
}
}
},
"required": [
"PCID",
"recipientId"
]
}
genesys_routing_put_queue
Update a queue Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
queueId | string | Yes | — | Queue ID |
acwSettings | object | No | — | Acw Settings |
agentOwnedRouting | object | No | — | Agent Owned Routing |
autoAnswerOnly | boolean | No | — | Specifies whether the configured whisper should play for all ACD calls, or only for those which are auto-answered. |
bullseye | object | No | — | The bullseye value |
callingPartyName | string | No | — | The name to use for caller identification for outbound calls from this queue. |
callingPartyNumber | string | No | — | The phone number to use for caller identification for outbound calls from this queue. |
cannedResponseLibraries | object | No | — | Canned Response Libraries |
conditionalGroupActivation | object | No | — | Conditional Group Activation |
conditionalGroupRouting | object | No | — | Conditional Group Routing |
createdBy | string | No | — | The ID of the user that created the queue. |
dateCreated | string | No | — | The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
defaultScripts | object | No | — | The default script Ids for the communication types. |
description | string | No | — | The queue description. |
directRouting | object | No | — | Direct Routing |
division | object | No | — | The division value |
emailInQueueFlow | object | No | — | Email In Queue Flow |
enableAudioMonitoring | boolean | No | — | Indicates whether audio monitoring is enabled for this queue. |
enableManualAssignment | boolean | No | — | Indicates whether manual assignment is enabled for this queue. |
enableTranscription | boolean | No | — | Indicates whether voice transcription is enabled for this queue. |
id | string | No | — | The globally unique identifier for the object. |
joinedMemberCount | integer | No | — | The number of joined members in the queue. |
lastAgentRoutingMode | string | No | — | The Last Agent Routing Mode for the queue. |
mediaSettings | object | No | — | Media Settings |
memberCount | integer | No | — | The total number of members in the queue. |
memberGroups | object[] | No | — | The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes. |
messageInQueueFlow | object | No | — | Message In Queue Flow |
modifiedBy | string | No | — | The ID of the user that last modified the queue. |
name | string | Yes | — | The queue name |
onHoldPrompt | object | No | — | On Hold Prompt |
outboundEmailAddress | object | No | — | Outbound Email Address |
outboundMessagingAddresses | object | No | — | Outbound Messaging Addresses |
peerId | string | No | — | The ID of an associated external queue. |
queueFlow | object | No | — | Queue Flow |
routingRules | object[] | No | — | The routing rules for the queue, used for Preferred Agent Routing. |
scoringMethod | string | No | — | The Scoring Method for the queue. |
selfUri | string | No | — | The URI for this object |
skillEvaluationMethod | string | No | — | The skill evaluation method to use when routing conversations. |
suppressInQueueCallRecording | boolean | No | — | Indicates whether recording in-queue calls is suppressed for this queue. |
userMemberCount | integer | No | — | The number of user members (i.e., non-group members) in the queue. |
whisperPrompt | object | No | — | Whisper Prompt |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"queueId": {
"type": "string",
"description": "Queue ID"
},
"acwSettings": {
"type": "object",
"description": "Acw Settings",
"properties": {
"wrapupPrompt": {
"type": "string",
"description": "This field controls how the UI prompts the agent for a wrapup.",
"enum": [
"MANDATORY",
"OPTIONAL",
"MANDATORY_TIMEOUT",
"MANDATORY_FORCED_TIMEOUT",
"AGENT_REQUESTED"
]
},
"timeoutMs": {
"type": "integer",
"description": "The amount of time the agent can stay in ACW (Min: 1 sec, Max: 60 min). Can only be used when ACW is AGENT_REQUESTED, MANDATORY_TIMEOUT or MANDATORY_FORCED_TIMEOUT."
}
}
},
"agentOwnedRouting": {
"type": "object",
"description": "Agent Owned Routing",
"properties": {
"enableAgentOwnedCallbacks": {
"type": "boolean",
"description": "Indicates if Agent Owned Callbacks are enabled for the queue"
},
"maxOwnedCallbackHours": {
"type": "integer",
"description": "The max amount of time a callback can be owned (in hours); Allowable range 1 - 168 hour(s) (inclusive)"
},
"maxOwnedCallbackDelayHours": {
"type": "integer",
"description": "The max amount of time a callback can be scheduled out into the future (in hours); Allowable range 1 - 720 hour(s) (inclusive)"
}
}
},
"autoAnswerOnly": {
"type": "boolean",
"description": "Specifies whether the configured whisper should play for all ACD calls, or only for those which are auto-answered."
},
"bullseye": {
"type": "object",
"description": "The bullseye value",
"properties": {
"rings": {
"type": "array",
"items": {
"type": "object"
},
"description": "The bullseye rings configured for this queue."
}
}
},
"callingPartyName": {
"type": "string",
"description": "The name to use for caller identification for outbound calls from this queue."
},
"callingPartyNumber": {
"type": "string",
"description": "The phone number to use for caller identification for outbound calls from this queue."
},
"cannedResponseLibraries": {
"type": "object",
"description": "Canned Response Libraries",
"properties": {
"libraryIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "Set of canned response library IDs associated with the queue only when mode is SelectedOnly."
},
"mode": {
"type": "string",
"description": "The association mode of canned response libraries to queue",
"enum": [
"All",
"SelectedOnly",
"None"
]
}
}
},
"conditionalGroupActivation": {
"type": "object",
"description": "Conditional Group Activation",
"properties": {
"pilotRule": {
"type": "object",
"description": "Pilot Rule"
},
"rules": {
"type": "array",
"items": {
"type": "object"
},
"description": "The set of rules to be periodically executed on the queue (if the pilot rule evaluates as true or there is no pilot rule)"
}
}
},
"conditionalGroupRouting": {
"type": "object",
"description": "Conditional Group Routing",
"properties": {
"rules": {
"type": "array",
"items": {
"type": "object"
},
"description": "The set of rules to be executed for each conversation"
}
}
},
"createdBy": {
"type": "string",
"description": "The ID of the user that created the queue."
},
"dateCreated": {
"type": "string",
"description": "The date the queue was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "The date of the last modification to the queue. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"defaultScripts": {
"type": "object",
"description": "The default script Ids for the communication types."
},
"description": {
"type": "string",
"description": "The queue description."
},
"directRouting": {
"type": "object",
"description": "Direct Routing",
"properties": {
"callMediaSettings": {
"type": "object",
"description": "Call Media Settings"
},
"emailMediaSettings": {
"type": "object",
"description": "Email Media Settings"
},
"messageMediaSettings": {
"type": "object",
"description": "Message Media Settings"
},
"backupQueueId": {
"type": "string",
"description": "ID of another queue to be used as the default backup if an agent does not have their Backup Settings configured. If not set, the current queue will be used as backup, but with Direct Routing criteria removed from the conversation."
},
"waitForAgent": {
"type": "boolean",
"description": "Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup."
},
"agentWaitSeconds": {
"type": "integer",
"description": "Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]."
}
}
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"emailInQueueFlow": {
"type": "object",
"description": "Email In Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"enableAudioMonitoring": {
"type": "boolean",
"description": "Indicates whether audio monitoring is enabled for this queue."
},
"enableManualAssignment": {
"type": "boolean",
"description": "Indicates whether manual assignment is enabled for this queue."
},
"enableTranscription": {
"type": "boolean",
"description": "Indicates whether voice transcription is enabled for this queue."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"joinedMemberCount": {
"type": "integer",
"description": "The number of joined members in the queue."
},
"lastAgentRoutingMode": {
"type": "string",
"description": "The Last Agent Routing Mode for the queue.",
"enum": [
"Disabled",
"QueueMembersOnly",
"AnyAgent"
]
},
"mediaSettings": {
"type": "object",
"description": "Media Settings",
"properties": {
"call": {
"type": "object",
"description": "The call value"
},
"callback": {
"type": "object",
"description": "The callback value"
},
"chat": {
"type": "object",
"description": "The chat value"
},
"email": {
"type": "object",
"description": "The email value"
},
"message": {
"type": "object",
"description": "The message value"
}
}
},
"memberCount": {
"type": "integer",
"description": "The total number of members in the queue."
},
"memberGroups": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"division": {
"type": "object",
"description": "The division value"
},
"type": {
"type": "string",
"enum": [
"TEAM",
"GROUP",
"SKILLGROUP"
],
"description": "The group type"
},
"memberCount": {
"type": "integer",
"format": "int32",
"description": "The number of members in this group"
},
"selfUri": {
"type": "string",
"format": "uri",
"description": "The URI for this object"
}
}
},
"description": "The groups of agents associated with the queue, if any. Queue membership will update to match group membership changes."
},
"messageInQueueFlow": {
"type": "object",
"description": "Message In Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"modifiedBy": {
"type": "string",
"description": "The ID of the user that last modified the queue."
},
"name": {
"type": "string",
"description": "The queue name"
},
"onHoldPrompt": {
"type": "object",
"description": "On Hold Prompt",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"outboundEmailAddress": {
"type": "object",
"description": "Outbound Email Address",
"properties": {
"domain": {
"type": "object",
"description": "The domain value"
},
"route": {
"type": "object",
"description": "The route value"
}
}
},
"outboundMessagingAddresses": {
"type": "object",
"description": "Outbound Messaging Addresses",
"properties": {
"smsAddress": {
"type": "object",
"description": "Sms Address"
},
"openMessagingRecipient": {
"type": "object",
"description": "Open Messaging Recipient"
},
"whatsAppRecipient": {
"type": "object",
"description": "Whats App Recipient"
}
}
},
"peerId": {
"type": "string",
"description": "The ID of an associated external queue."
},
"queueFlow": {
"type": "object",
"description": "Queue Flow",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
},
"routingRules": {
"type": "array",
"items": {
"type": "object",
"properties": {
"operator": {
"type": "string",
"enum": [
"MEETS_THRESHOLD",
"ANY"
],
"description": "matching operator. MEETS_THRESHOLD matches any agent with a score at or above the rule's threshold. ANY matches all specified agents, regardless of score."
},
"threshold": {
"type": "integer",
"format": "int32",
"description": "threshold required for routing attempt (generally an agent score). may be null for operator ANY."
},
"waitSeconds": {
"type": "number",
"format": "double",
"description": "seconds to wait in this rule before moving to the next"
}
}
},
"description": "The routing rules for the queue, used for Preferred Agent Routing."
},
"scoringMethod": {
"type": "string",
"description": "The Scoring Method for the queue.",
"enum": [
"TimestampAndPriority",
"PriorityOnly"
]
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillEvaluationMethod": {
"type": "string",
"description": "The skill evaluation method to use when routing conversations.",
"enum": [
"NONE",
"BEST",
"ALL"
]
},
"suppressInQueueCallRecording": {
"type": "boolean",
"description": "Indicates whether recording in-queue calls is suppressed for this queue."
},
"userMemberCount": {
"type": "integer",
"description": "The number of user members (i.e., non-group members) in the queue."
},
"whisperPrompt": {
"type": "object",
"description": "Whisper Prompt",
"properties": {
"id": {
"type": "string",
"description": "The id value"
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "Self Uri"
}
}
}
},
"required": [
"PCID",
"queueId",
"name"
]
}
genesys_routing_put_settings
Update an organization’s routing settings Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
resetAgentScoreOnPresenceChange | boolean | No | — | Reset agent score when agent presence changes from off-queue to on-queue |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"resetAgentScoreOnPresenceChange": {
"type": "boolean",
"description": "Reset agent score when agent presence changes from off-queue to on-queue"
}
},
"required": [
"PCID"
]
}
genesys_routing_put_settings_transcription
Update Transcription Settings Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
contentSearchEnabled | boolean | No | — | Setting to enable/disable content search |
lowLatencyTranscriptionEnabled | boolean | No | — | Boolean flag indicating whether low latency transcription via Notification API is enabled |
pciDssRedactionEnabled | boolean | No | — | Setting to enable/disable PCI DSS Redaction |
piiRedactionEnabled | boolean | No | — | Setting to enable/disable PII Redaction |
transcription | string | Yes | — | Setting to enable/disable transcription capability |
transcriptionConfidenceThreshold | integer | Yes | — | Configure confidence threshold. The possible values are from 1 to 100. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"contentSearchEnabled": {
"type": "boolean",
"description": "Setting to enable/disable content search"
},
"lowLatencyTranscriptionEnabled": {
"type": "boolean",
"description": "Boolean flag indicating whether low latency transcription via Notification API is enabled"
},
"pciDssRedactionEnabled": {
"type": "boolean",
"description": "Setting to enable/disable PCI DSS Redaction"
},
"piiRedactionEnabled": {
"type": "boolean",
"description": "Setting to enable/disable PII Redaction"
},
"transcription": {
"type": "string",
"description": "Setting to enable/disable transcription capability",
"enum": [
"Disabled",
"EnabledGlobally",
"EnabledQueueFlow"
]
},
"transcriptionConfidenceThreshold": {
"type": "integer",
"description": "Configure confidence threshold. The possible values are from 1 to 100."
}
},
"required": [
"PCID",
"transcription",
"transcriptionConfidenceThreshold"
]
}
genesys_routing_put_user_directroutingbackup_settings
Update the user’s Direct Routing Backup settings. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
agentWaitSeconds | integer | No | — | Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]. |
backedUpUsers | string[] | No | — | Set of users that this user is a backup for. |
queueId | string | No | — | ID of queue to be used as backup. If queueId and userId are both specified, queue behaves as secondary backup. |
waitForAgent | boolean | No | — | Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"agentWaitSeconds": {
"type": "integer",
"description": "Time (in seconds) that a Direct Routing interaction will wait for Direct Routing agent before going to selected backup. Valid range [60, 864000]."
},
"backedUpUsers": {
"type": "array",
"items": {
"type": "string"
},
"description": "Set of users that this user is a backup for."
},
"queueId": {
"type": "string",
"description": "ID of queue to be used as backup. If queueId and userId are both specified, queue behaves as secondary backup."
},
"waitForAgent": {
"type": "boolean",
"description": "Flag indicating if Direct Routing interactions should wait for Direct Routing agent or go immediately to selected backup."
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_put_user_routingskill
Update an assigned routing skill’s proficiency Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
skillId | string | Yes | — | Skill Id |
id | string | No | — | The globally unique identifier for the object. |
name | string | No | — | The name value |
proficiency | number | No | — | A rating from 0.0 to 5.0 that indicates how adept an agent is at a particular skill. When “Best available skills” is enabled for a queue in Genesys Cloud, ACD interactions in that queue are routed to agents with higher proficiency ratings. |
selfUri | string | No | — | The URI for this object |
skillUri | string | No | — | URI to the organization skill used by this user skill. |
state | string | No | — | Activate or deactivate this routing skill. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"skillId": {
"type": "string",
"description": "Skill Id"
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"proficiency": {
"type": "number",
"description": "A rating from 0.0 to 5.0 that indicates how adept an agent is at a particular skill. When \"Best available skills\" is enabled for a queue in Genesys Cloud, ACD interactions in that queue are routed to agents with higher proficiency ratings."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"skillUri": {
"type": "string",
"description": "URI to the organization skill used by this user skill."
},
"state": {
"type": "string",
"description": "Activate or deactivate this routing skill.",
"enum": [
"active",
"inactive",
"deleted"
]
}
},
"required": [
"PCID",
"userId",
"skillId"
]
}
genesys_routing_put_user_utilization
Update the user’s max utilization settings. Include only those media types requiring custom configuration. Any omitted media types will be set to the organization’s default values. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
userId | string | Yes | — | User ID |
labelUtilizations | object | No | — | Map of label ids to utilization settings. |
maxInboundCalls | integer | No | — | Max number of inbound voice calls. |
utilization | object | No | — | Map of media type to utilization settings. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User ID"
},
"labelUtilizations": {
"type": "object",
"description": "Map of label ids to utilization settings."
},
"maxInboundCalls": {
"type": "integer",
"description": "Max number of inbound voice calls."
},
"utilization": {
"type": "object",
"description": "Map of media type to utilization settings."
}
},
"required": [
"PCID",
"userId"
]
}
genesys_routing_put_utilization
Update the organization-wide max utilization settings. Include only those media types requiring custom configuration. Any omitted media types will be set to the system default values. Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
labelUtilizations | object | No | — | Map of label ids to utilization settings. |
maxInboundCalls | integer | No | — | Max number of inbound voice calls. |
utilization | object | No | — | Map of media type to utilization settings. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"labelUtilizations": {
"type": "object",
"description": "Map of label ids to utilization settings."
},
"maxInboundCalls": {
"type": "integer",
"description": "Max number of inbound voice calls."
},
"utilization": {
"type": "object",
"description": "Map of media type to utilization settings."
}
},
"required": [
"PCID"
]
}
genesys_routing_put_utilization_label
Update a utilization label Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
labelId | string | Yes | — | Utilization Label ID |
name | string | Yes | — | The utilization label name. |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"labelId": {
"type": "string",
"description": "Utilization Label ID"
},
"name": {
"type": "string",
"description": "The utilization label name."
}
},
"required": [
"PCID",
"labelId",
"name"
]
}
genesys_routing_put_wrapupcode
Update wrap-up code Parameters:| Parameter | Type | Required | Default | Description |
|---|---|---|---|---|
codeId | string | Yes | — | Wrapup Code ID |
createdBy | string | No | — | The ID of the user that created the wrap-up code. |
dateCreated | string | No | — | Date when the wrap-up code was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
dateModified | string | No | — | Date when the wrap-up code was last modified. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z |
description | string | No | — | The wrap-up code description. |
division | object | No | — | The division value |
id | string | No | — | The globally unique identifier for the object. |
modifiedBy | string | No | — | The ID of the user that modified the wrap-up code. |
name | string | Yes | — | The wrap-up code name. |
selfUri | string | No | — | The URI for this object |
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{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"codeId": {
"type": "string",
"description": "Wrapup Code ID"
},
"createdBy": {
"type": "string",
"description": "The ID of the user that created the wrap-up code."
},
"dateCreated": {
"type": "string",
"description": "Date when the wrap-up code was created. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dateModified": {
"type": "string",
"description": "Date when the wrap-up code was last modified. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"description": {
"type": "string",
"description": "The wrap-up code description."
},
"division": {
"type": "object",
"description": "The division value",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string",
"description": "The name value"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"modifiedBy": {
"type": "string",
"description": "The ID of the user that modified the wrap-up code."
},
"name": {
"type": "string",
"description": "The wrap-up code name."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
},
"required": [
"PCID",
"codeId",
"name"
]
}