Core Case Manager APIs (3.0.0)

Authentication is required. Refer below table, as authentication varies based on actor.

Actor	Authentication
Global / Department User	The user must be logged in to call this API.
Client Application	Only authenticated client applications of type 'API' are allowed to access this API.
Customer	The customer must be logged in to call this API.

Licenses

• Any license that can be assigned to a user in the application is a user license. Following user licenses are available in the product:

  • eGain Platform
  • eGain Knowledge + AI
  • eGain MailPlus
  • eGain ChatPlus
  • eGain Advisor Desktop
  • eGain CallTrackPlus
  • eGain CobrowsePlus

  Refer below table, as licenses varies based on actor.

  Actor	Licenses
  Global User	Any of the user licenses must be installed in the application.
  Department User	The logged in user must have any of the user licenses.
  Client Application / Customer	Licenses are not required.

If actor is customer then following types of activities are visible to customer:

• Email
  • All emails sent by the customer.
  • All emails sent to the customer. These emails is visible to the customer only after they have been sent out by the application.
• Chat
  • Chat transcript is shown.
• Calltrack
  • Activity content and attachments are not shown.
• Social
  • All social interactions with the customer.

Following out of the box activity status and substatus values are supported in eGain application:

Status Value	Substatus Value	Description
open		Activities that are not in "completed" status.
in_workflow		Activities picked up for processing by a workflow.
	ready_for_inbound_workflow	Activities ready to be processed by an inbound workflow.
	ready_for_outbound_workflow	Activities ready to be processed by an outbound workflow.
	ready_for_general_workflow	Activities ready to be processed by a general workflow.
	ready_for_transfer_workflow	Activities ready to be processed by a transfer workflow.
	error	Activities that could not be processed by a workflow and are in error state.
awaiting_assignment		Activities in a queue that are awaiting assignment to user.
	ready_for_assignment	Activities ready for assignment.
	ucce_awaiting_assignment	Activities awaiting assignment by Cisco Unified Contact Center Enterprise.
assigned		Activities assigned to a user.
	new	Activities that are assigned to the user but the user has not started to work on them.
	in_progress	Activities being worked on by the user.
in_precompletion		Activities being dispatched by the system.
completed		Completed activities.
	done	Activities completed successfully.
	abandoned_chat	Chat activities abandoned by a customer.

Range query parameters allow to specify a start and end value between which the parameter value lies.
For date query parameter values, following range format is supported:[start,end]

• "start" and "end" represent range start date and range end date respectively.

• The range values have to be specified within square brackets.

• The values specified in the range are inclusive.
  For example [2015-12-23T08:39:16.000Z,2015-12-28T08:39:16.000Z] will fetch all records starting from 2015-12-23T08:39:16.000Z to 2015-12-28T08:39:16.000Z date.

• At least one of "start" or "end" must be provided.

• If only "start" is provided, the application gets all matching records "on-or-after" start date.
  For example [2015-12-23T08:39:16.000Z,] will fetch all records on or after 2015-12-23T08:39:16.000Z date. Note that comma is required after start date.

• If only "end" is provided, the application gets all matching records "on-or-before" end date.
  For example [,2015-12-28T08:39:16.000Z] will fetch all records on or before 2015-12-28T08:39:16.000Z date. Note that comma is required before end date.