Pull activities

Overview

Use this API to pull activities from queues. Unlike the Pick operation (where the user chooses specific activities to pick for work), the Pull operation pulls and assigns activities to the user according to the "Pull Options" configured in the Agent Console. Calltrack, Chat, and Web type of activities cannot be pulled using this API.

For this API to execute successfully:

  • User must have configured at least one queue in the "Pull Options" configured in agent console.

As part of completing this API request:

  • User load is not considered, i.e., activities are assigned to the logged in user regardless of the user's existing work load.
  • Number of activities pulled depends upon the value configured in user setting "Maximum activities to pull". If the configured queues do not have sufficient activities , the actual number of activities pulled may be less than the configured value.

Permissions

All of the following are required:

  • Must have 'Pull Activities' action.
  • Must have 'Pull Activities' permission on at least one of the queues configured in the "Pull Options".

Licenses

The logged in user must have the following licenses:

  • eGain Advisor Desktop or eGain MailPlus: To pull email activities.
  • eGain Advisor Desktop: To pull social activities.
  • Any User License: To pull task and generic activities. Refer Licenses section for more information.
SecurityoAuthUser
Request
header Parameters
Accept
required
string
Default: application/json

Content type accepted by client.

Enum: "application/json" "application/xml"
Accept-Language
required
string
Default: en-US

Language locale accepted by client (used for locale specific fields in resource representation and in error responses).

Enum: "en-US" "es-ES" "fr-FR" "it-IT" "de-DE" "nl-NL" "pt-BR" "pt-PT" "da-DK" "ru-RU" "fr-CA" "zh-CN" "ja-JP" "ko-KR" "sv-SE"
Responses
200

OK

  • Successfully pulled the activities.
204

No Content

  • Successfully executed the request, but there were no activities available to pull.
400

Bad Request message

  • Any query parameter is sent in the request.
  • Any criteria for successful execution mentioned in the Overview and Request Body sections are violated.
  • A request body is sent as part of the request.
401

Unauthorized

403

Forbidden

406

Not Acceptable

500

Internal server error

patch/activity/pull
Request samples
Response samples
application/json
    

  • PATCH /core/casemgr/v3/activity/pull
    • 

  • This example demonstrates the following:
      

    • Successfully pulling one or more activities.
      • 

    

    • 



{
  • "activity": [
    ]
}