Create a queue

Overview

Use this API to create a queue. This API allows the logged in user to create only one queue at a time.

Permissions

All of the following are required:

  • If logged in user is a department user:
    • User must have 'Create' action on 'Queue' resource.
    • Queue must be created in the home department of the logged in user, or in the department in which the logged in user is a foreign user.
  • If logged in user is a global user:
    • User must have 'Administer' permission on the department in which the queue is being created.
    • User must have 'Manage partition resources' privilege.
SecurityoAuthUser or oAuthClient
Request
header Parameters
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"
Request Body schema: application/json

Elements required in request body

The request body is mandatory. Request body can be in either XML or JSON format.

Name Description
name Name of the queue to be created. Queue name must be unique in the department.
department.name Name of the department in which the queue should be created.

Optional elements allowed in request body

Name Description
description Description of the queue. Must be at least 1 character.
active Attribute to indicate whether the queue is active or not. A queue is created as active if this is not provided.
bookmarks List of articles to be bookmarked for the queue. The number of bookmark articles must not be more than 75. Each of the article must belong to the same department as the queue. None of the articles must be a personalized article. None of the articles must be global bookmarks.
channels Channel specific configuration attributes. Please refer to the below section for individual channel specific attributes. These attributes are available for the following channels: chat, email, social
externalId A unique external ID for the queue. Must be at least 1 character.
customAttributes Custom attributes for the queue. Name must match one of the custom attributes configured in application. If the custom attribute is configured as an enumeration, the value must be one of the predefined values.

Channel specific attributes

Chat attributes

Name Description
routing.type.value Value indicating how routing happens. Must be "load_balanced" or "none". One of routing.condition.users or routing.condition.groups must be provided if the value provided for routing.type.value is "load_balanced".
routing.condition.value The condition in which routing should happen. This must be "when_available". This must be provided when the value provided for routing.type.value is "load_balanced". This must not be provided when the value provided for routing.type.value is "none"
routing.condition.users Users to whom the chat activities have to be routed to. The users must belong to the department of the queue. This can be provided only when the value provided for routing.type.value is "load_balanced". This must not be provided when the value provided for routing.type.value is "none".
routing.condition.groups Groups to which the chat activities have to be routed to. This can be provided only when the value provided for routing.type.value is "load_balanced". This must not be provided when the value provided for routing.type.value is "none".
default Indicates whether this is the default chat queue for the department.
priority.value Priority of the queue. If this is not provided, the queue is created with medium priority.
maxQueueDepth Maximum chat queue depth.
quickLinks Quick link articles for the queue. The number of quick link articles must not be more than 75. All these articles must be quick link articles in the department of the queue. None of them must be a personalized article.
quickResponses Quick response articles for the queue. The number of quick response articles must not be more than 150. All these articles must be quick responses in the department of the queue. None of them must be a personalized article.
alternativeEngagement.enabled Attribute to indicate whether alternative engagement is enabled. If not provided, the queue is created with alternative engagement disabled.
alternativeEngagement.waitTime Time to wait before alternative engagement can be displayed. This must be provided when alternativeEngagement is enabled. This must not be provided when alternativeEngagement is disabled.
attachments.enabledForAgent Attribute to indicate whether attachments can be used by agents. If not provided, attachments are disabled for the agents.
attachments.enabledForCustomer Attribute to indicate whether attachments can be used by customers. If not provided, attachments are disabled for the customers.
extendedCustomerSessionTimeoutValue Timeout value in minutes, for customers who have initated chat on this queue.

Email attributes

Name Description
routing.type.value Value indicating how routing happens. Must be "load_balanced", "round_robin" or "none". One of routing.condition.users or routing.condition.groups must be provided if the value provided for routing.type.value is "load_balanced" or "round_robin".
routing.condition.value The condition in which routing should happen. This can be "when_available" or "always". This must be provided when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none".
routing.condition.users Users to whom the email activities have to be routed to. The users must belong to the department of the queue. This can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none".
routing.condition.groups Groups to which the email activities have to be routed to.\tThis can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none".
articles.header Article to be used as header for emails in this queue. Must be a header article in the department of the queue. Must not be a personalized article.
articles.footer Article to be used as footer for emails in this queue. Must be a footer article in the department of the queue. Must not be a personalized article.
articles.greeting Article to be used as greeting for emails in this queue. Must be a greeting article in the department of the queue. Must not be a personalized article.
articles.signature Article to be used as signature for emails in this queue. Must be a signature article in the department of the queue. Must not be a personalized article.
includeOriginalMessageInReply Attribute to indicate whether to include original message in reponses or not. If not provided, original message is included in the response.

Social attributes

Name Description
routing.type.value Value indicating how routing happens. Must be "load_balanced", "round_robin" or "none". One of routing.condition.users or routing.condition.groups must be provided if the value provided for routing.type.value is "load_balanced" or "round_robin".
routing.condition.value The condition in which routing should happen. This can be "when_available" or "always". This must be provided when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none".
routing.condition.users Users to whom the social activities have to be routed to. The users must belong to the department of the queue. This can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none".
routing.condition.groups Groups to which the social activities have to be routed to. This can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none".
name
required
string (name) [ 1 .. 124 ] characters

Name of queue

description
string (description) [ 1 .. 255 ] characters

Queue description

required
object (department)

Department details of the queue

active
boolean (active)

Indicates whether the queue is active

exceptionQueue
boolean (exceptionQueue)

Indicates whether the queue is the exception queue

object (bookmarks)

Bookmarks of the queue.

object (channels)

Has channel specific information.

externalId
string (externalId) [ 1 .. 255 ] characters

A unique external ID for the queue. This can be used to integrate with external systems.

object (customAttributes)

This contains the custom attributes of the queue.

deleted
boolean (deleted)
Responses
201

When created successfully

400

Bad Request

401

Unauthorized

403

Forbidden

406

Not Acceptable

500

Internal server error

post/queue
Request samples
application/json
  • This example is for creating a queue by providing only the required attributes.
  • /core/workassignmentmgr/v3/queue
{
  • "name": "Auto Loans",
  • "department": {
    }
}
Response samples
application/json
{
  • "code": "400-101",
  • "developerMessage": "Unsupported query parameter(s) supplied: '<query_parameter>'."
}