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

Parameter	Mandatory	Default Value	Valid Value	Description
enableNotificationOnPullChat	no	false	true, false	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.

Following should be added to application.yaml file:

...
serverSettings:
  ...
  enableNotificationOnPullChat: 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"