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
