Most of the information within an iService tenant is in the form of customer interactions (questions, answers, etc.). The My Work Queue API form includes the majority of the actions used when handling customer questions. These are used within the Action Mode and Answer Mode for every interaction and are the most common actions used when building work flow or custom applications.
The life of an interaction typically follows a simple pattern. When a question arrives, it will be assigned (queued) to an agent that will compose an answer. After the question is assigned, the agent may provide a response, add notes to the case, or change various aspects of the question (change topic, forward to another agent, etc.). These various actions are contained within the mq-myqueue endponts.
Endpoints
The endpoints within the mq-myqueue form include the following:
To assign questions
getnext - Agents can assign a message to themselves using the GetNext action. This will select the appropriate question based on the agent's access and skills.
getapprove - Similar to GetNext, but this assigns QA messages waiting for approval.
assign - used to assign a specific interaction to another agent
unqueue - Used to remove an agent assignment and leave the question unassigned
To take actions on a selected question
These endpoints are used to construct the action panel buttons (Send, Resolve, Forward, Save, Change Topic, and SPAM).
send - Used to send/reply to an interaction and resolve
sendleaveopen - Used to send a reply to an interaction but do not close.
saveresolve - Used to resolve an interaction
changesegment: Used to change segment of an interaction
forwardexternal: Used to forward/assign an interaction to an anonymous/external agent/user
forwardmailboxes: Used to get mailboxes list for Forwarding Action
savedraft: Used to save interaction as draft
savenote: Used to save interaction as public/private no
changetopic: Used to change topic of an interaction
markspam: Used to mark interaction as spam
autosave: Used to autosave message/interaction data after 5 sec of inactivity
qareject: Used to reject the answers solved by agents through managers
getthis: used by managers to assign a particular question to themselves.
To build the My Message Inbox for an agent
stock - used to get a single stock response data
allstock - Used to get all stock responses
inboxes: Used to get logged in user's assigned messages, pending messages, and messages to approve
details: Used to get all details of message/interaction data
agents: Used to get agents with skills for a particular topic
