API reference
Queues and routing
Queues, queue rules, routing statuses, team routing settings, work sessions, work items and live metrics.
Server https://api.kustomerapp.com/v1 · 37 operations
This category describes endpoints related to Kustomer Queues and Routing.
Queues and routing provide a way for you to organize and collect conversations and route them to your agents in Kustomer.
To learn more, see Queues and Routing in the Kustomer Help Center.
Metrics
Queue metrics report how long the most recent customer waited in each queue before an agent took the conversation. Use them to show customers an expected wait or to watch queue health from your own tools.
Queue Rules
Queue rules decide which queue a new conversation goes to. They are an ordered list of conditions on the conversation, its customer and its latest message; the first enabled rule that matches picks the queue.
/v1/routing/queue-rulespostCreate queue rule/v1/routing/queue-rulesgetGet queue rule/v1/routing/queue-rules/{id}putUpdate queue rule/v1/routing/queue-rules/{id}DELDelete queue rule/v1/routing/queue-rules/{id}getGet queue criteria/v1/routing/queue-rules-criteriaputUpdate queue rule order/v1/routing/queue-rules/orderQueues
A queue is a named line of waiting work, such as "Billing" or "VIP Support", that routing uses to decide which agents can take a conversation and in what order. Each queue sets the priority and size of the work that enters it.
Routing User Statuses
A routing user status is one of the states an agent can be in for routing, such as "Available", "Lunch" or "Training". Admins define the list; each status has a type that decides whether routing sends the agent new work.
Team Routing Settings
Team routing settings decide how routing treats the agents on one team. They set which queues the team works, how much work each agent can hold at once, and whether routing is turned on for the team.
Work Items
A work item is routing's record of one conversation that needs an agent. It tracks which queue the conversation waits in, which agent it was offered to and accepted by, and how long each stage took.
/v1/routing/work-itemspostCreate work item/v1/routing/work-itemsgetGet next work item in a queue/v1/routing/queues/{id}/work-items/nextgetGet work item/v1/routing/work-items/{id}putUpdate work item/v1/routing/work-items/{id}getGet work items by conversation/v1/routing/conversations/{id}/work-itemsgetGet work items in a queue/v1/routing/queues/{id}/work-itemsWork Sessions
A work session is one agent's shift in routing, from the moment they first set a routing status until they go offline. It tracks their status, how much capacity they have left, the work items they hold, and how long they spent in each status.
Work Sessions (by Session ID)
A work session is one agent's shift in routing, from the moment they first set a routing status until they go offline. It tracks their status, how much capacity they have left, the work items they hold, and how long they spent in each status.
Work Sessions (Current)
A work session is one agent's shift in routing, from the moment they first set a routing status until they go offline. It tracks their status, how much capacity they have left, the work items they hold, and how long they spent in each status.