Documentation:HTCC:API:WorkbinPullInteractionFromWorkbin:8.5.2DRAFT

PullInteractionFromWorkbin

This operation is part of the Workbins API section of the Web Services API.

Overview

Agent can grab an interaction from a workbin. Removes the association between an interaction and a workbin and restores the user's ownership of the Interaction.

Parameters

Request URL	/api/v2/workbins/{id}
HTTP Method	POST
Required Features	api-multimedia

Parameter	Value
nickname	The agent nickname as displayed to the customer. Used for PullChat only.

enableNotificationOnPullChat

Default Value: false
Valid Values: true, false
Mandatory: No
Description:Enables sending of a notification with interaction properties while pulling chat interaction from a workbin. By default, the same notification is sent to other media types.

Add the following notification to the application.yaml file:

...
serverSettings:
  ...
  enableNotificationOnPullChat: true

enableJoinOnPullChat

Default Value: false
Valid Values: true, false
Mandatory: No
Description: Enables joining to the chat session of the chat interaction that is being pulled from a workbin. Following notification is a chat transcript similar to the one which is sent for the Accept operation.

Add the following notification to the application.yaml file:

...
serverSettings:
  ...
  enableJoinOnPullChat: true

Sample

The request involves sending a JSON body as well as adhering to the url path listed above.

Request

POST api/v2/workbins/3434543fafwe987

Listed below are possible valid JSON for requests:

{
  "operationName": "PullInteraction|PullChat|PullEmail|PullWorkitem",
  "id": "FE7978FEWFE"
}

Response

The response consists of an HTTP response, and several cometd responses. For details on the JSON body result, please refer to the Workbin Resource reference.

HTTP response

{
   "statusCode": 0,
   "referenceId": 17
}

CometD Responses

{
   u'workitem': {
       u'userData': {
           u'SubmittedAt': u'2014-04-17T04: 03: 21Z',
           u'RTargetTypeSelected': u'2',
           u'RTargetObjectSelected': u'?: 2>1',
           u'RVQID': u,
           u'InteractionId': u'02F0ASAK8EAFA00W',
           u'AssignedAt': u'2014-04-17T04: 03: 25Z',
           u'RTargetObjSelDBID': u,
           u'CBR-IT-path_DBIDs': u,
           u'Workbin': u'testWorkbin',
           u'RTargetAgentSelected': u'MaratTest',
           u'CBR-Interaction_cost': u,
           u'CBR-contract_DBIDs': u,
           u'PlacedInQueueAt': u'2014-04-17T04: 03: 56Z',
           u'DeliveredAt': u'2014-04-17T04: 03: 25Z',
           u'SubmittedBy': u'es_inx_wscp',
           u'SubmitSeq': u'71051572',
           u'IsHeld': 0,
           u'RTargetPlaceSelected': u,
           u'CBR-actual_volume': u,
           u'RTenant': u'Environment',
           u'RRequestedSkills': None,
           u'AssignedTo': u'MaratTest',
           u'IsLocked': 0,
           u'RRequestedSkillCombination': u,
           u'RVQDBID': u,
           u'RStrategyDBID': u'197',
           u'CustomerSegment': u'default',
           u'PlaceInQueueSeq': u'71051592',
           u'PegAG?: 2>1': 1,
           u'IsOnline': 0,
           u'ServiceType': u'default',
           u'RTargetRuleSelected': u,
           u'WorkbinAgentId': u'MaratTest',
           u'MovedToQueueAt': u'2014-04-17T04: 03: 56Z',
           u'ReceivedAt': u'2014-04-17T04: 03: 21Z',
           u'RTargetRequested': u'?: 2>1',
           u'RTargetAgentGroup': u'?: 2>1',
           u'RStrategyName': u'RouteWorkitemToAgent',
           u'ServiceObjective': 0
       },
       u'state': u'Processing',
       u'id': u'02F0ASAK8EAFA00W',
       u'capabilities': [
           u'Transfer',
           u'AttachUserData',
           u'UpdateUserData',
           u'DeleteUserData',
           u'SetInFocus',
           u'Complete'
       ]
   },
   u'referenceId': 17,
   u'notificationType': u'StatusChange',
   u'messageType': u'WorkitemStateChangeMessage'
}messageType[
   WorkitemStateChangeMessage
]

Nickname

  "operationName": "PullChat",
  "id": "FE7978FEWFE",
  "nickname": "agent-nickname-to-be-displayed-in-chat"