About Queue Group Skills
Creating group skills is the first step in the process of assigning skills to your agents. After you create group skills, you’ll also need to add these skills (via Queue Events) to any queue that you assign these agents to. First create the Queue Group and then define the Group Skill. Later, you will assign this Group Skill to the desired Agent.
Create Groups Skills
Create a set of new Group Skills using the skills endpoint. Only the Queue Group name is required. You can create multiple Group Skills with this command. To create only a single Group Skill, create an array with only a single entry.
Primary Parameters
Only gateName is a required parameter to create a Queue. All other parameters are optional.
| API Property | UI Display | UI Default | Description | |
|---|---|---|---|---|
skillId |
Optional | ID | 0  | A Group Skill unique ID. If not provided an available skill ID will be created for you. |
skillName |
Required | Name | empty  | Give this skill a name that will be assigned to this Queue Group. |
skillDesc |
Optional | Description | empty  | Provide a short description of the skill. |
active |
Optional | Active | Yes  | Set this skill to Active by setting it to true. |
whisperAudio |
Optional | None | empty  | A link to the short audio file that plays a message to the agent as they connect with a customer. The audio may inform the agent about the incoming call, or prompt the agent to accept the call. |
createOn |
Optional | Created | current date  | A date in Simple Date Format. |
agentSkillProfiles |
Optional | None | empty  | Custom skills defined and bound to an Agent to redirect these queues to. |
requeueShortcut |
Optional | None | empty  | Allow agents to manually send their current call to a specific inbound queue, or to another agent with a special skill. |
Sample request
Be sure to set the proper BASE_URL and authorization header for your deployment.
POST {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills
Content-Type: application/json
[
{
"skillName":"Spanish Language",
"skillDesc":"A test skill for Spanish",
"active":true,
},
{
"skillName":"French Language",
"skillDesc":"A test skill for French",
"active":true,
}
]
Sample response
[
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A test skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
},
{
"skillId":1456,
"skillName":"French Language",
"skillDesc":"A test skill for French",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T17:25:13.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
]
Retrieve Group Skills
Retrieve a list of Group Skills using the skills endpoint.
Sample request
Be sure to set the proper BASE_URL and authorization header for your deployment.
GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills
Sample response
[
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A test skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
},
{
"skillId":1456,
"skillName":"French Language",
"skillDesc":"A test skill for French",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T17:25:13.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
]
Update a list of Group Skills
Update a list of Group Skills using the skills endpoint. This PUT allows you to update muliple skills for the Queue Group in a single call.
Sample request
Be sure to set the proper BASE_URL and authorization header for your deployment.
Retrieve the list of current skills as JSON
GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills
[
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A test skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
},
{
"skillId":1456,
"skillName":"French Language",
"skillDesc":"A test skill for French",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T17:25:13.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
]
Modify a field like skillDesc and send back the entire JSON skill object
PUT {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills
[
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A *new* skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
},
{
"skillId":1456,
"skillName":"French Language",
"skillDesc":"A *new* skill for French",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T17:25:13.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
]
Sample response
[
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A *new* skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
},
{
"skillId":1456,
"skillName":"French Language",
"skillDesc":"A *new* skill for French",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T17:25:13.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
]
Retrieve a Single Group Skill
Retrieve details of a single Group Skill using the skills endpoint.
Sample request
Be sure to set the proper BASE_URL and authorization header for your deployment.
GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills/{skillId}
Sample response
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A test skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
Update a Single Group Skill
Update a single Group Skill using the skills endpoint. This PUT focuses on just a single skill for the Queue Group.
Sample request
Be sure to set the proper BASE_URL and authorization header for your deployment.
Retrieve the list of current skills as JSON
GET {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A test skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
Modify a field like skillDesc and send back the entire JSON skill object
PUT {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A *new* skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
Sample response
{
"skillId":1455,
"skillName":"Spanish Language",
"skillDesc":"A *new* skill for Spanish",
"active":true,
"whisperAudio":null,
"createdOn":"2020-05-19T16:53:17.000+0000",
"agentSkillProfiles":null,
"requeueShortcut":null
}
Delete a Single Skill
Delete a single Skill using the skills endpoint. You can only delete a single skill at a time.
Sample request
Be sure to set the proper BASE_URL and authorization header for your deployment.
DELETE {BASE_URL}/api/v1/admin/accounts/{accountId}/gateGroups/{gateGroupId}/skills/{skillId}