Get queue (API)

[KandyOtero]

Hi,

I'm trying to use the api (Get queue),

but when I call the URI I get the response -1

The USER logged and subscribed on the queue have two roles Agent and Supervisor,

What is the problem?

- <Queue>

  <name>NAME</name>

<statistics>

  <agentsNotReady>-1</agentsNotReady>

  <agentsReady>-1</agentsReady>

  <agentsTalkingInbound>-1</agentsTalkingInbound>

  <agentsTalkingInternal>-1</agentsTalkingInternal>

  <agentsTalkingOutbound>-1</agentsTalkingOutbound>

  <agentsWrapUpNotReady>-1</agentsWrapUpNotReady>

  <agentsWrapUpReady>-1</agentsWrapUpReady>

  <callsInQueue>-1</callsInQueue>

  <startTimeOfLongestCallInQueue />

  </statistics>

  <uri>/finesse/api/Queue/14</uri>

  </Queue>

Best Regards Kandy

[dlender]

Are you able to see valid Queue results in the Queue statistics gadget?

Probably you are getting the default queue. Did you try getting all the Queues with

http://

[KandyOtero]

Hi

I calling by this URI:

http://XX.XX.XX.XX:8082/finesse/api/Queue/14

Where 14 is the queue I need to get statics

Best Regards

[dlender]

Do you see that queue 14 in the Queue Stats gadget in the Finesse desktop?

[dlender]

Per the description of the GetQueue API in the Finesse WebServices Developer Guide

Use this API to access statistics for a queue that is assigned to agents or supervisors.

If you use this API on a queue that is not assigned to any agents or supervisors,

the response contains a value of -1 for numeric statistics and is empty for string statistics

[KandyOtero]

Hi Dlender

yes, on the documentation says that a -1 means that queue not assigned to agent or supervisor, but the queue really is assigned to this user.

The user has two roles supervisor and agent, is assigned to a team and assigned to this queue, in fact is receiving call to this queue.

I don't found in UCCX configuration any option to revise, for me is all right all the configuration but the -1 is present.

Any idea?

Best Regards

[dlender]

If the Queue is assigned to the Supervisor then you should see the Queue in the Queue stats gadget in the Supervisor Desktop.

Do you see the Queue there? If not, then this is a configuration issue and the TAC should be able to assist you (if entitled).

[KandyOtero]

Hi Dlender

On the supervisor Desktop, the stats works fine, but on the api still appears  -1 on all data

Any Ideas?

[dlender]

Can you post a screen shot of the Supervisor queue statistics showing the Queue number as well as the results of the REST API call.  This does not make sense to me.  The Supervisor desktop uses the REST API just as you are doing.  Also can you look at the console in the debugger for the GET on the Queue and see if it is formed the same way as you are requesting via the REST API?

[dlender]

Also, are you specifying credentials for the Supervisor on the REST request?   If so, did you sign in the Supervisor before making the request?

[dlender]

attached is image of the console output for the Supervisor desktop obtaining the Queue.  Here is the output from my REST request:

[dlender]

Also try http://XX.XX.XX.XX:8082/finesse/api/User/<id>/Queues  where <id> is the Supervisor's id.

[dlender · Accepted solution]

I just realized you said you were using UCCX (not UCCE)

Per the Finesse WebServices Developer Guide section Queue - Get queue

In a coresident Finesse deployment with Unified CCX, these fields are not updated and the value for each field is -1.

[KandyOtero]

Hi Dlender

Thanks for your help

I attached the screens shots

1. The poster request and response to the get User Queue
2. The finesse get information for the user (Supervisor)
3. The finesse desktop, here the queue supervision works fine

I don't understand because in the finesse getQueue shows -1.

Best Regards Kandy

[dlender]

See my previous response.  Get Queues always returns -1 for UCCX.  The Voice CSQ Summary Report is a LiveDataGadget so Finesse is pulling the info from CUIC.  This is not available to REST API.