Menus represent a queue that an agent may be assigned to, and options that an end user may select when reaching out to an agent. Each object represents a single menu.
There are seven menu endpoints:
/menu- pulls a list of menus./menu/tree- pulls menus in a tree structure, which mimics the path an end user would use to get in touch with an agent./menu/{:id}- pulls a single menu resource./menu/current\_status- Returns current queue status for menus with consumers waiting in queue./menu/sla- Returns an SLA for all menu paths from now through the previous specified number of minutes./menu/sla\_by\_queue\_group- Returns an SLA for all queue groups from now through the previous specified number of minutes./menus/operation_hours- Returns the hours of operation of the menu.
Refer to the following model to determine which fields might contain PII:
{
"id": 0,
"name": "string",
"parent_id": 0,
"position": 0,
"deleted": true,
"hidden": "string",
"menu_type": "ivr_menu",
"output_msg": "string",
"agent_assignments": [
{
"lang": "en",
"queue_level": "primary",
"channel_type": "chat",
"assignee": {
"id": 0,
"name": "string", // This may be considered PII
"last_name": "string", // This may be considered PII
"first_name": "string", // This may be considered PII
"agent_number": "string",
"avatar_url": "string"
}
}
],
"team_assignments": [
{
"lang": "en",
"queue_level": "primary",
"channel_type": "chat",
"team": {
"id": 0,
"name": "string",
"parent_id": 0,
"position": 0,
"deleted": true,
"agents_count": 0,
"assignees": {
"id": 0,
"name": "string", // This may be considered PII
"last_name": "string", // This may be considered PII
"first_name": "string", // This may be considered PII
"agent_number": "string",
"avatar_url": "string"
}
}
}
]
}
Menu list
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| sort_column | FALSE | String | Sorts response based on any field in the response object. |
| sort_direction | FALSE | ASC or DESC | Notes the direction of the sort, whether ascending or descending |
| page | FALSE | String | Pairs with per to note what page of records. For example if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200. |
| per | FALSE | String | Pairs with page to note how many records would be included in a page of records. For example if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200. |
| id[] | FALSE | Array[String] | Array[Strings]. Id of records to search and return |
| name[] | FALSE | Array[String] | Returns records based on name of resource. |
| parent_id[] | FALSE | Array[String] | Returns records based on the parent id of the given records |
| position[] | FALSE | Array[String] | Returns records based on what position a menu is in |
| menu_type[] | FALSE | Array[String] | Returns records based on the type of menu. Possible values: ivr_menu, mobile_menu, web_menu |
| hidden[] | FALSE | Boolean | Returns records that have been hidden (True) or not including records that have been hidden (False) |
| with_deleted | FALSE | Boolean | Returns records that have been deleted (True) or not including records that have been deleted (False) |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus
More example Requests/Responses:
Example request: Menu list
Body: None
Example response: Menu list
[
{
"id": 1693,
"name": "Death Star",
"parent_id": null,
"position": 0,
"deleted": false,
"menu_type": "ivr_menu",
"output_msg": "You have reached the Death Star",
"hidden": false,
"agent_assignments": [
{
"lang": "en",
"queue_level": "primary",
"channel_type": "voice_call",
"assignee": {
"id": 97,
"agent_number": 97,
"name": "Darth Vader",
"last_name": "Darth",
"first_name": "Vader"
}
},
{
"lang": "it",
"queue_level": "primary",
"channel_type": "voice_call",
"assignee": {
"id": 1407,
"agent_number": 123,
"name": "Moff Tarkin",
"last_name": "Moff",
"first_name": "Tarkin"
}
}
],
"team_assignments": [
{
"lang": "en",
"queue_level": "primary",
"channel_type": "voice_call",
"team": {
"id": 10,
"name": "Storm Troopers",
"parent_id": null,
"position": 1,
"agents_count": 48,
"deleted": false,
"assignees": [
{
"id": 1,
"agent_number": null,
"name": "Storm Troooper 1",
"last_name": "Storm ",
"first_name": "Admin1",
"avatar_url": "https://subdomain.somedomain.com/data_uri_upload20171201-21853-1ijzccm.png"
},
{
"id": 2,
"agent_number": null,
"name": "Storm Troooper 2",
"last_name": "Storm ",
"first_name": "Admin1",
"avatar_url": "https://subdomain.somedomain.com/data_uri_upload20171201-21853-1ijzccm.png"
},
{
"id": 3,
"agent_number": null,
"name": "Storm Troooper 3",
"last_name": "Storm ",
"first_name": "Admin1",
"avatar_url": "https://subdomain.somedomain.com/data_uri_upload20171201-21853-1ijzccm.png"
}
]
}
}
]
}]
Status Code: 200
Menu tree
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| menu_type | FALSE | Array[String] | Returns records based on the type of menu. Possible values: ivr_menu, mobile_menu, web_menu |
| lang | FALSE | String | Returns records that have a specific language property. Possible Values: en, es, fr, de |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus/tree
More example Requests/Responses:
Example request: Menu tree
Body: None
Example response: Menu tree
[
{
"id": 2029,
"name": "Mobile 1",
"parent_id": null,
"position": 0,
"deleted": false,
"menu_type": "mobile_menu",
"output_msg": null,
"hidden": false,
"children": []
},
{
"id": 2024,
"name": "Death Star Venting System",
"parent_id": null,
"position": 1,
"deleted": false,
"menu_type": "mobile_menu",
"output_msg": null,
"hidden": false,
"children": []
},
{
"id": 2025,
"name": "Droid Repair",
"parent_id": null,
"position": 2,
"deleted": false,
"menu_type": "mobile_menu",
"output_msg": null,
"hidden": false,
"children": []
},
{
"id": 2049,
"name": "Emperor's Hotline",
"parent_id": null,
"position": 3,
"deleted": false,
"menu_type": "mobile_menu",
"output_msg": null,
"hidden": false,
"children": []
},
{
"id": 2026,
"name": "Storm Trooper Armor",
"parent_id": null,
"position": 4,
"deleted": false,
"menu_type": "mobile_menu",
"output_msg": null,
"hidden": false,
"children": [
{
"id": 2036,
"name": "Armor Polishing Team",
"parent_id": 2026,
"position": 0,
"deleted": false,
"menu_type": "mobile_menu",
"output_msg": null,
"hidden": false,
"children": []
}
]
}]
Status Code: 200
Single menu
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| record_id | FALSE | String | Returns specific record based on id |
| with_deleted | FALSE | Boolean | Returns records that have been deleted (True) or not including records that have been deleted (False) |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus/{{menu_id}}
More example Requests/Responses:
Example request: Single menu
Body: None
Example response: Single menu
[
{
"id": 1693,
"name": "Death Star",
"parent_id": null,
"position": 0,
"deleted": false,
"menu_type": "ivr_menu",
"output_msg": "You have reached the Death Star",
"hidden": false,
"agent_assignments": [
{
"lang": "en",
"queue_level": "primary",
"channel_type": "voice_call",
"assignee": {
"id": 97,
"agent_number": 97,
"name": "Darth Vader",
"last_name": "Darth",
"first_name": "Vader"
}
},
{
"lang": "it",
"queue_level": "primary",
"channel_type": "voice_call",
"assignee": {
"id": 1407,
"agent_number": 123,
"name": "Moff Tarkin",
"last_name": "Moff",
"first_name": "Tarkin"
}
}
],
"team_assignments": [
{
"lang": "en",
"queue_level": "primary",
"channel_type": "voice_call",
"team": {
"id": 10,
"name": "Storm Troopers",
"parent_id": null,
"position": 1,
"agents_count": 48,
"deleted": false,
"assignees": [
{
"id": 1,
"agent_number": null,
"name": "Storm Troooper 1",
"last_name": "Storm ",
"first_name": "Admin1",
"avatar_url": "https://subdomain.somedomain.com/data_uri_upload20171201-21853-1ijzccm.png"
},
{
"id": 2,
"agent_number": null,
"name": "Storm Troooper 2",
"last_name": "Storm ",
"first_name": "Admin1",
"avatar_url": "https://subdomain.somedomain.com/data_uri_upload20171201-21853-1ijzccm.png"
},
{
"id": 3,
"agent_number": null,
"name": "Storm Troooper 3",
"last_name": "Storm ",
"first_name": "Admin1",
"avatar_url": "https://subdomain.somedomain.com/data_uri_upload20171201-21853-1ijzccm.png"
}
]
}
}
]
}]
Status Code: 200
Menus current status
Menus Current Status returns all menus with queued calls or chats with additional data on durations of those queued items.
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus/current_status
More example Requests/Responses:
Example request: Menus current status
Body: None
Example response: Menus current status
[
{
"menu_id": 10,
"lang": "en",
"menu_path_id": 5,
"menu_path": "zdco IVR Support/1 Day Shipping",
"comm_type": "Call",
"in_queue_count": 2,
"oldest_in_queue": "2021-05-10T22:17:21.000Z",
"oldest_duration_in_queue": 300,
"total_queue_duration": 400,
"average_queue_duration": 200
}
]
Status Code: 0
Menu SLA
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| channel | TRUE | String | String. Values accepted: call, chat |
| minutes | TRUE | String | String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus/sla
Query params:
| Key | Value | Description |
|---|---|---|
| channel | {channel} | String. Values accepted: call, chat |
| minutes | {minutes} | String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path |
More example Requests/Responses:
Example request: Menu SLA
Query:
| Key | Value | Description |
|---|---|---|
| channel | {channel} | String. Values accepted: call, chat |
| minutes | {minutes} | String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path |
Body: None
Example response: Menu SLA
[
{
"menu_path_id": 100,
"lang": "en",
"menu_path": "Support/1 Day Shipping",
"sla": 96.5
},
{
"menu_path_id": 100,
"lang": "es",
"menu_path": "Support/1 Day Shipping Spanish",
"sla": 99.0
},
{
"menu_path_id": 101,
"lang": "en",
"menu_path": "Support/3 Day Shipping",
"sla": 0.0
}
]
Status Code: 200
Queue groups SLA
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| channel | TRUE | String | String. Values accepted: call, chat |
| minutes | TRUE | String | String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus/sla_by_queue_groups
Query params:
| Key | Value | Description |
|---|---|---|
| channel | {channel} | String. Values accepted: call, chat |
| minutes | {minutes} | String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path |
More example Requests/Responses:
Example request: Queue groups SLA
Query:
| Key | Value | Description |
|---|---|---|
| channel | \{channel\} | String. Values accepted: call, chat |
| minutes | \{lminutes\} | String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path |
Body: None
Example response: Queue groups SLA
[
{
"queue_group_id": 20,
"queue_group_name": "Shipping",
"sla": null
},
{
"queue_group_id": 24,
"queue_group_name": "Customer Support",
"sla": 99.2
},
{
"queue_group_id": 29,
"queue_group_name": "Escalations",
"sla": 98.3
}
]
Status Code: 200
Menu operation hours
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/manager/api/v1/menus/operation_hours
Query params: None
More example Requests/Responses:
Example request: Menu operation hours
Query: None
Body: None
Example response: Menu operation hours
[
{
"created_at": "2020-07-31T03:08:29.000Z",
"fri_end_time": 86400,
"fri_start_time": 0,
"holidays": [],
"id": 1,
"mon_end_time": 86400,
"mon_start_time": 0,
"sat_end_time": 86400,
"sat_start_time": 0,
"sun_end_time": 86400,
"sun_start_time": 0,
"thu_end_time": 86400,
"thu_start_time": 0,
"time_zone": "Africa/Cairo",
"tue_end_time": 86400,
"tue_start_time": 0,
"updated_at": "2021-03-24T13:23:43.000Z",
"wed_end_time": 86400,
"wed_start_time": 0
},
{
"created_at": "2022-08-01T11:33:21.000Z",
"fri_end_time": 28800,
"fri_start_time": 21600,
"holidays": [],
"id": 2,
"mon_end_time": 28800,
"mon_start_time": 21600,
"sat_end_time": 0,
"sat_start_time": 0,
"sun_end_time": 0,
"sun_start_time": 0,
"thu_end_time": 28800,
"thu_start_time": 21600,
"time_zone": "Europe/Helsinki",
"tue_end_time": 28800,
"tue_start_time": 21600,
"updated_at": "2022-11-09T10:47:20.000Z",
"wed_end_time": 28800,
"wed_start_time": 21600
}
]
Status Code: 200