About Queue Group Skills

Last updated: 2020-05-28 Contributors Craig Chan
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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.

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,
  }
]

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.

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

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.

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
  }
]

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.

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}

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.

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
}
]

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.

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}