ContactServiceQueueDTO

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "#/components/schemas/ContactServiceQueueDTO",
  "title": "ContactServiceQueueDTO",
  "type": "object",
  "properties": {
    "organizationId": {
      "type": "string",
      "format": "uuid",
      "description": "ID of the contact center organization. This field is required for all bulk save operations.",
      "example": "f53c8b54-46ca-43f6-ba05-08426a46e23d",
      "maxLength": 36,
      "minLength": 32,
      "pattern": "^[0-9a-fA-F]{8}-?[0-9a-fA-F]{4}-?[0-9a-fA-F]{4}-?[0-9a-fA-F]{4}-?[0-9a-fA-F]{12}$"
    },
    "id": {
      "type": "string",
      "description": "ID of this contact center resource. It should not be specified when creating a new resource. However, it is mandatory when updating a resource.",
      "example": "93912f11-6017-404b-bf14-5331890b1797"
    },
    "version": {
      "type": "integer",
      "format": "int32",
      "description": "The version of this resource. For a newly created resource, it will be 0 unless specified otherwise.",
      "example": 1
    },
    "name": {
      "type": "string",
      "description": "Name of the Contact Service Queue",
      "example": "Queue-1"
    },
    "description": {
      "type": "string",
      "description": "(Optional) A short description of the queue.",
      "example": "Queue created by system"
    },
    "queueType": {
      "type": "string",
      "description": "This can be the following\n\nINBOUND\n\nOUTBOUND",
      "enum": [
        "INBOUND",
        "OUTBOUND"
      ],
      "example": "INBOUND"
    },
    "checkAgentAvailability": {
      "type": "boolean",
      "description": "This setting specifies whether the system can exclude teams with no logged in agents for the relevant routing strategies. It does not support Social Channel Type.",
      "example": true
    },
    "channelType": {
      "type": "string",
      "description": "Setting to indicate the channel type. Use uppercase. Supported channel types are: \n\n TELEPHONY, EMAIL, SOCIAL_CHANNEL, and CHAT. \n\nFor TELEPHONY channelType, the following fields are mandatory - recordingPermitted, ivrRequeueUrl, recordingAllCallsPermitted, monitoringPermitted, parkingPermitted, pauseRecordingPermitted, controlFlowScriptUrl, defaultMusicInQueueMediaFileId.",
      "enum": [
        "TELEPHONY",
        "EMAIL",
        "FAX",
        "CHAT",
        "VIDEO",
        "OTHERS",
        "SOCIAL_CHANNEL",
        "WORK_ITEM"
      ],
      "example": "TELEPHONY"
    },
    "socialChannelType": {
      "type": "string",
      "description": "This can be the following\n\nMESSAGEBIRD\n\nMESSENGER",
      "enum": [
        "MESSAGEBIRD",
        "MESSENGER",
        "WHATSAPP",
        "APPLE_BUSINESS_CHAT",
        "GOOGLE_BUSINESS_MESSAGES"
      ],
      "example": "MESSENGER"
    },
    "serviceLevelThreshold": {
      "type": "integer",
      "format": "int32",
      "description": "The time in seconds that a customer request can be in a queue before the system flags it as outside the service level. It does not support Social Channel Type.",
      "example": 0
    },
    "maxActiveContacts": {
      "type": "integer",
      "format": "int32",
      "description": "The maximum number of simultaneous contacts allowed for this queue. It does not support Social Channel Type.",
      "example": 5
    },
    "maxTimeInQueue": {
      "type": "integer",
      "format": "int32",
      "description": "The time in seconds after which the system distributes the queued customer request to the overflow number that you provision for this queue. ",
      "example": 2
    },
    "defaultMusicInQueueMediaFileId": {
      "type": "string",
      "description": "Identifies the default audio file which will be played for calls when they arrive or are waiting in queue. \nThis setting is available only for the Telephony channel type.",
      "example": "defaultmusic_on_hold.wav"
    },
    "timezone": {
      "type": "string",
      "description": "(Optional) Any routing strategy for this queue uses the time zone that you select here.",
      "example": "America/New_York"
    },
    "active": {
      "type": "boolean",
      "description": "Specify whether the queue is active or not active",
      "example": true
    },
    "outdialCampaignEnabled": {
      "type": "boolean",
      "description": "Should be specified only for outdial queues; if enabled, then Call Distribution and Queue Routing Type can be specified.",
      "example": true
    },
    "monitoringPermitted": {
      "type": "boolean",
      "description": "Indicates whether or not monitoring is permitted. \nThis setting is available only for the Telephony channel type.",
      "example": true
    },
    "parkingPermitted": {
      "type": "boolean",
      "description": "Indicates whether or not parking is permitted. \nThis setting is available only for the Telephony channel type.",
      "example": true
    },
    "recordingPermitted": {
      "type": "boolean",
      "description": "Indicates whether or not recording is permitted. \nThis setting is available only for the Telephony channel type.",
      "example": true
    },
    "recordingAllCallsPermitted": {
      "type": "boolean",
      "description": "Indicates whether or not recording all calls is permitted. \nThis setting is available only for the Telephony channel type.",
      "example": true
    },
    "pauseRecordingPermitted": {
      "type": "boolean",
      "description": "Indicates whether or not pausing the recording is permitted. \nThis setting is available only for the Telephony channel type.",
      "example": true
    },
    "recordingPauseDuration": {
      "type": "integer",
      "format": "int32",
      "description": "The duration in seconds of pause in recording. \nThis setting is available only for the Telephony channel type.",
      "example": 2
    },
    "controlFlowScriptUrl": {
      "type": "string",
      "description": "The URL for the queue or the default control script of the queue. If you do not use the routing strategy module to configure the control script, the system automatically populates the URL.\nThis setting is available only for the Telephony channel type.",
      "example": "https://flow-control.produs1.ciscoccservice.com/31f1c57f-4fa1-417b-b5c5-6feb6abea062/royal-enfield"
    },
    "ivrRequeueUrl": {
      "type": "string",
      "description": "This setting is available only for the Telephony channel type.",
      "example": "https://www.youtube.com"
    },
    "overflowNumber": {
      "type": "string",
      "description": "The destination phone number to which the system distributes the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.\nThis setting is applicable only for the Telephony channel type and it is optional.",
      "example": 1245677
    },
    "vendorId": {
      "type": "string",
      "description": "The unique alphanumeric string that maps this queue to the vendor.\nThis setting is available only for the Telephony channel type and it is optional.",
      "example": "AB123CSDR"
    },
    "routingType": {
      "type": "string",
      "description": "This can be one of the following\n\nLONGEST_AVAILABLE_AGENT\n\nSKILLS_BASED(skillBasedRoutingType is mandatory to define)",
      "enum": [
        "LONGEST_AVAILABLE_AGENT",
        "SKILLS_BASED",
        "CIRCULAR",
        "LINEAR"
      ],
      "example": "SKILLS_BASED"
    },
    "skillBasedRoutingType": {
      "type": "string",
      "description": "This can be the following\n\nLONGEST_AVAILABLE_AGENT\n\nBEST_AVAILABLE_AGENT",
      "enum": [
        "LONGEST_AVAILABLE_AGENT",
        "BEST_AVAILABLE_AGENT"
      ],
      "example": "BEST_AVAILABLE_AGENT"
    },
    "queueRoutingType": {
      "type": "string",
      "description": "This can be the following\n\nTEAM_BASED\n\nQUEUE_BASED",
      "enum": [
        "TEAM_BASED",
        "SKILL_BASED",
        "AGENT_BASED"
      ],
      "example": "TEAM_BASED"
    },
    "queueSkillRequirements": {
      "type": "array",
      "items": {
        "$ref": "#/components/schemas/QueueSkillRequirementDTO"
      },
      "uniqueItems": true
    },
    "agents": {
      "type": "array",
      "description": "The list of agents for AgentBased queue",
      "example": [
        {
          "id": "16c93b13-f1e9-4a4f-bc47-957b9075a56f",
          "ciUserId": "660e0a5a-8230-47d7-ae98-047fb180e1ff"
        }
      ],
      "items": {
        "$ref": "#/components/schemas/QueueAgentsDTO"
      }
    },
    "callDistributionGroups": {
      "type": "array",
      "items": {
        "$ref": "#/components/schemas/CallDistributionGroupDTO"
      },
      "uniqueItems": true
    },
    "xspVersion": {
      "type": "string",
      "description": "(Optional) Used to subscribe for recording events.",
      "example": "xsp-24.0",
      "maxLength": 80,
      "minLength": 0
    },
    "subscriptionId": {
      "type": "string",
      "description": "(Optional) Used to subscribe for recording events.",
      "example": "04d0bdf6-6d6a-4aae-8a8a-71c9152e6478",
      "maxLength": 80,
      "minLength": 0
    },
    "assistantSkill": {
      "$ref": "#/components/schemas/AssistantSkillMappingDTO"
    },
    "systemDefault": {
      "type": "boolean",
      "description": "Indicates whether the created resource is system created or not",
      "example": false
    },
    "manuallyAssignable": {
      "type": "boolean",
      "description": "If `true`, the queue can be manually assigned.",
      "example": false
    },
    "agentsLastUpdatedByUserName": {
      "type": "string",
      "description": "The name of the user who last modified the agents list."
    },
    "agentsLastUpdatedByUserEmailPrefix": {
      "type": "string",
      "description": "The email of the user who last modified the agents list."
    },
    "agentsLastUpdatedTime": {
      "type": "integer",
      "format": "int64",
      "description": "The date when the agents list was last modified.",
      "example": "2025-03-21T10:30:00Z"
    },
    "queueLevelSummariesInclusion": {
      "type": "string",
      "description": "Queue level summaries inclusion type. Used only when Queue inclusion for summaries is set to 'Specific Queues' at the org level AI Assistant->Summaries configuration.\nDuring entity creation(single or bulk), if this parameter is not provided or null, default will be set to 'EXCLUDED'\nDuring entity update(single or bulk), if this parameter is not provided or null, the previous value will be retained.",
      "example": "INCLUDED"
    },
    "queueLevelSentimentAnalysisInclusion": {
      "type": "string",
      "description": "Queue level sentiment analysis inclusion type. Used only when Queue inclusion for sentiment analysis is set to 'Specific Queues' at the org level AI Assistant->Quality Management configuration.\nDuring entity creation(single or bulk), if this parameter is not provided or null, default will be set to 'EXCLUDED'\nDuring entity update(single or bulk), if this parameter is not provided or null, the previous value will be retained.",
      "example": "INCLUDED"
    },
    "queueLevelPredictedWaitTimeInclusion": {
      "type": "string",
      "description": "Queue level predicted wait time inclusion type. Used only when Queue inclusion for predicted wait time is set to 'Specific Queues' at the org level AI Assistant->Predicted Wait Time configuration.\nDuring entity creation(single or bulk), if this parameter is not provided or null, default will be set to 'EXCLUDED'\nDuring entity update(single or bulk), if this parameter is not provided or null, the previous value will be retained.",
      "example": "INCLUDED"
    },
    "queueLevelAutoCsatInclusion": {
      "type": "string",
      "description": "Queue level auto CSAT inclusion type. Used only when Queue inclusion for auto CSAT is set to 'Specific Queues' at the org level AI Assistant->Auto CSAT configuration.\nDuring entity creation(single or bulk), if this parameter is not provided or null, default will be set to 'EXCLUDED'\nDuring entity update(single or bulk), if this parameter is not provided or null, the previous value will be retained.",
      "example": "INCLUDED"
    },
    "queueLevelRealTimeTranscriptionsInclusion": {
      "type": "string",
      "description": "Queue level real time transcriptions inclusion type. Used only when Queue inclusion for real time transcriptions is set to 'Specific Queues' at the org level AI Assistant->Real Time Transcriptions configuration.\nDuring entity creation(single or bulk), if this parameter is not provided or null, default will be set to 'EXCLUDED'\nDuring entity update(single or bulk), if this parameter is not provided or null, the previous value will be retained.",
      "example": "INCLUDED"
    },
    "personalizedAIRouting": {
      "$ref": "#/components/schemas/QueuePersonalizedAIRoutingDTO",
      "description": "Personalized AI Routing configuration for this queue. Controls AI-based intelligent routing to optimize agent selection based on ML predictions. When enabled, contacts are routed to agents predicted to have the best outcome based on configured KPIs. Requires 'personalized-ai-routing' permission and feature flag enablement. See QueuePersonalizedAIRoutingDTO for state transition requirements."
    },
    "createdTime": {
      "type": "integer",
      "format": "int64",
      "description": "This is the created time of the entity."
    },
    "lastUpdatedTime": {
      "type": "integer",
      "format": "int64",
      "description": "This is the updated time of the entity."
    }
  },
  "required": [
    "active",
    "callDistributionGroups",
    "channelType",
    "checkAgentAvailability",
    "maxActiveContacts",
    "maxTimeInQueue",
    "name",
    "queueRoutingType",
    "queueType",
    "routingType",
    "serviceLevelThreshold"
  ]
}