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A TV display's wallboard (Authorization: Display <token>)

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Authorizations

Section titled “Authorizations”

Responses

Section titled “Responses”

200

Section titled “200”

Successful Response

Media typeapplication/json
CcDisplayWallboard

What a TV-mode display reads: the view’s layout and the scoped snapshot.

object
view
required
CcWallboardViewSettings
object
name
required
Name
string
>= 1 characters <= 80 characters
shared
Shared
boolean
queue_ids
Queue Ids
Array<string>
<= 50 items
team_ids
Team Ids
Array<string>
<= 50 items
tiles
Tiles
Array<string>
<= 12 items
Allowed values: out_of_adherence waiting longest_wait service_level service_level_interval asa aht abandon_rate answered offered agents_by_state ewt callbacks
thresholds
Thresholds
object
key
additional properties
object
key
additional properties
number
rotate_seconds
Any of:
integer
>= 15 <= 120
channel
Channel
string
default: all
Allowed values: voice sms all
wallboard
required
CcWallboard

The real-time read model, ≤ 5 s old (computed once per company per 2 s, cached).

object
computed_at
required
Computed At
string format: date-time
poll_seconds
required
Poll Seconds
integer
timezone
required
Timezone
string
sl_policy
required
CcSlPolicy
object
version
required
Version
integer
include_abandons
Include Abandons
boolean
default: true
include_short_abandons
Include Short Abandons
boolean
flowouts_as_misses
Flowouts As Misses
boolean
default: true
callback_clock
Callback Clock
string
default: request
Allowed values: request connect
ai_counts_as_answered
Ai Counts As Answered
boolean
default: true
moves_as_flowouts
Moves As Flowouts
boolean
queues
required
Queues
Array<object>
CcQueueTile
object
key
required
Key
string
name
required
Name
string
team_id
required
Any of:
string
is_line
required
Is Line
boolean
sla_percent
required
Sla Percent
integer
sla_seconds
required
Sla Seconds
integer
waiting
required
Waiting
integer
callbacks_waiting
required
Callbacks Waiting
integer
longest_wait_seconds
required
Any of:
integer
ewt_seconds
required
Any of:
integer
agents
required
CcAgentsByState
object
available
Available
integer
0
reserved
Reserved
integer
0
on_call
On Call
integer
0
after_call_work
After Call Work
integer
0
not_ready
Not Ready
integer
0
offline
Offline
integer
0
dialer
Dialer
integer
0
today
required
CcKpis

The §8 contact metrics for one set of contacts.

object
offered
required
Offered
integer
answered
required
Answered
integer
answered_human
required
Answered Human
integer
answered_ai
required
Answered Ai
integer
abandoned
required
Abandoned
integer
short_abandoned
required
Short Abandoned
integer
flowouts
required
Flowouts
integer
callbacks
required
Callbacks
integer
handled
required
Handled
integer
service_level
required
Any of:
number
abandon_rate
required
Any of:
number
abandon_rate_raw
required
Any of:
number
asa_seconds
required
Any of:
number
aht_seconds
required
Any of:
number
talk_seconds_avg
required
Any of:
number
hold_seconds_avg
required
Any of:
number
acw_seconds_avg
required
Any of:
number
max_wait_seconds
required
Max Wait Seconds
integer
transfer_rate
required
Any of:
number
hold_rate
required
Any of:
number
sl_met
required
Sl Met
integer
sl_counted
required
Sl Counted
integer
last_interval
required
CcKpis

The §8 contact metrics for one set of contacts.

object
offered
required
Offered
integer
answered
required
Answered
integer
answered_human
required
Answered Human
integer
answered_ai
required
Answered Ai
integer
abandoned
required
Abandoned
integer
short_abandoned
required
Short Abandoned
integer
flowouts
required
Flowouts
integer
callbacks
required
Callbacks
integer
handled
required
Handled
integer
service_level
required
Any of:
number
abandon_rate
required
Any of:
number
abandon_rate_raw
required
Any of:
number
asa_seconds
required
Any of:
number
aht_seconds
required
Any of:
number
talk_seconds_avg
required
Any of:
number
hold_seconds_avg
required
Any of:
number
acw_seconds_avg
required
Any of:
number
max_wait_seconds
required
Max Wait Seconds
integer
transfer_rate
required
Any of:
number
hold_rate
required
Any of:
number
sl_met
required
Sl Met
integer
sl_counted
required
Sl Counted
integer
last_interval_start
required
Last Interval Start
string format: date-time
current_interval
required
CcKpis

The §8 contact metrics for one set of contacts.

object
offered
required
Offered
integer
answered
required
Answered
integer
answered_human
required
Answered Human
integer
answered_ai
required
Answered Ai
integer
abandoned
required
Abandoned
integer
short_abandoned
required
Short Abandoned
integer
flowouts
required
Flowouts
integer
callbacks
required
Callbacks
integer
handled
required
Handled
integer
service_level
required
Any of:
number
abandon_rate
required
Any of:
number
abandon_rate_raw
required
Any of:
number
asa_seconds
required
Any of:
number
aht_seconds
required
Any of:
number
talk_seconds_avg
required
Any of:
number
hold_seconds_avg
required
Any of:
number
acw_seconds_avg
required
Any of:
number
max_wait_seconds
required
Max Wait Seconds
integer
transfer_rate
required
Any of:
number
hold_rate
required
Any of:
number
sl_met
required
Sl Met
integer
sl_counted
required
Sl Counted
integer
levels
required
Levels
object
key
additional properties
string
Allowed values: ok warn alarm none
totals
required
CcQueueTile
object
key
required
Key
string
name
required
Name
string
team_id
required
Any of:
string
is_line
required
Is Line
boolean
sla_percent
required
Sla Percent
integer
sla_seconds
required
Sla Seconds
integer
waiting
required
Waiting
integer
callbacks_waiting
required
Callbacks Waiting
integer
longest_wait_seconds
required
Any of:
integer
ewt_seconds
required
Any of:
integer
agents
required
CcAgentsByState
object
available
Available
integer
0
reserved
Reserved
integer
0
on_call
On Call
integer
0
after_call_work
After Call Work
integer
0
not_ready
Not Ready
integer
0
offline
Offline
integer
0
dialer
Dialer
integer
0
today
required
CcKpis

The §8 contact metrics for one set of contacts.

object
offered
required
Offered
integer
answered
required
Answered
integer
answered_human
required
Answered Human
integer
answered_ai
required
Answered Ai
integer
abandoned
required
Abandoned
integer
short_abandoned
required
Short Abandoned
integer
flowouts
required
Flowouts
integer
callbacks
required
Callbacks
integer
handled
required
Handled
integer
service_level
required
Any of:
number
abandon_rate
required
Any of:
number
abandon_rate_raw
required
Any of:
number
asa_seconds
required
Any of:
number
aht_seconds
required
Any of:
number
talk_seconds_avg
required
Any of:
number
hold_seconds_avg
required
Any of:
number
acw_seconds_avg
required
Any of:
number
max_wait_seconds
required
Max Wait Seconds
integer
transfer_rate
required
Any of:
number
hold_rate
required
Any of:
number
sl_met
required
Sl Met
integer
sl_counted
required
Sl Counted
integer
last_interval
required
CcKpis

The §8 contact metrics for one set of contacts.

object
offered
required
Offered
integer
answered
required
Answered
integer
answered_human
required
Answered Human
integer
answered_ai
required
Answered Ai
integer
abandoned
required
Abandoned
integer
short_abandoned
required
Short Abandoned
integer
flowouts
required
Flowouts
integer
callbacks
required
Callbacks
integer
handled
required
Handled
integer
service_level
required
Any of:
number
abandon_rate
required
Any of:
number
abandon_rate_raw
required
Any of:
number
asa_seconds
required
Any of:
number
aht_seconds
required
Any of:
number
talk_seconds_avg
required
Any of:
number
hold_seconds_avg
required
Any of:
number
acw_seconds_avg
required
Any of:
number
max_wait_seconds
required
Max Wait Seconds
integer
transfer_rate
required
Any of:
number
hold_rate
required
Any of:
number
sl_met
required
Sl Met
integer
sl_counted
required
Sl Counted
integer
last_interval_start
required
Last Interval Start
string format: date-time
current_interval
required
CcKpis

The §8 contact metrics for one set of contacts.

object
offered
required
Offered
integer
answered
required
Answered
integer
answered_human
required
Answered Human
integer
answered_ai
required
Answered Ai
integer
abandoned
required
Abandoned
integer
short_abandoned
required
Short Abandoned
integer
flowouts
required
Flowouts
integer
callbacks
required
Callbacks
integer
handled
required
Handled
integer
service_level
required
Any of:
number
abandon_rate
required
Any of:
number
abandon_rate_raw
required
Any of:
number
asa_seconds
required
Any of:
number
aht_seconds
required
Any of:
number
talk_seconds_avg
required
Any of:
number
hold_seconds_avg
required
Any of:
number
acw_seconds_avg
required
Any of:
number
max_wait_seconds
required
Max Wait Seconds
integer
transfer_rate
required
Any of:
number
hold_rate
required
Any of:
number
sl_met
required
Sl Met
integer
sl_counted
required
Sl Counted
integer
levels
required
Levels
object
key
additional properties
string
Allowed values: ok warn alarm none
agents
required
Agents
Array<object>
CcAgentRow
object
user_id
required
User Id
string
name
required
Name
string
state
required
State
string
Allowed values: available reserved on_call after_call_work not_ready offline dialer
reason_code
required
Any of:
string
reason_label
required
Any of:
string
state_since
required
Any of:
string format: date-time
state_seconds
required
Any of:
integer
live_call_id
required
Any of:
string
call_seconds
required
Any of:
integer
on_hold
required
On Hold
boolean
queue_keys
required
Queue Keys
Array<string>
team_ids
required
Team Ids
Array<string>
handled_today
required
Handled Today
integer
level
required
Level
string
Allowed values: ok warn alarm none
dialer_campaign_name
Any of:
string
conversations
Any of:
integer
conversation_capacity
Any of:
integer
agents_by_state
required
CcAgentsByState
object
available
Available
integer
0
reserved
Reserved
integer
0
on_call
On Call
integer
0
after_call_work
After Call Work
integer
0
not_ready
Not Ready
integer
0
offline
Offline
integer
0
dialer
Dialer
integer
0
alerts
required
Alerts
Array<object>
CcActiveAlert
object
id
required
Id
string
rule_id
required
Rule Id
string
kind
required
Kind
string
Allowed values: service_level longest_wait calls_waiting available_agents abandon_rate agent_state_duration adherence
queue_key
required
Any of:
string
queue_name
required
Any of:
string
subject_user_id
required
Any of:
string
subject_name
required
Any of:
string
value
required
Any of:
number
threshold
required
Threshold
number
fired_at
required
Fired At
string format: date-time
cleared_at
required
Any of:
string format: date-time
message
required
Message
string
can_act
required
Can Act
boolean
can_supervise
required
Can Supervise
boolean
metrics
required
Metrics
Array<object>
CcMetricDefinition

What one number means (hover text on every wallboard tile and report column).

object
key
required
Key
string
label
required
Label
string
unit
required
Unit
string
Allowed values: count percent seconds
formula
required
Formula
string
realtime_only
required
Realtime Only
boolean
agent_time
required
Agent Time
boolean
source
Source
string
default: contact
Allowed values: contact agent_time dialer sample
thresholds
required
Thresholds
object
key
additional properties
object
key
additional properties
Any of:
number
channel
Channel
string
default: all
Allowed values: voice sms all
channels
Channels
Array<string>
Allowed values: voice sms
adherence
Any of:
CcAdherenceTile

CC6-R3: how many of the board’s people are out of adherence right now (opt-in: the out_of_adherence tile of a view, or adherence=true on the live board). Grace already applied; excused exceptions do not count.

object
out_of_adherence
required
Out Of Adherence
integer
longest_seconds
required
Any of:
integer
user_ids
User Ids
Array<string>
Example
{
  "view": {
    "shared": false,
    "tiles": [
      "out_of_adherence"
    ],
    "channel": "voice"
  },
  "wallboard": {
    "sl_policy": {
      "include_abandons": true,
      "include_short_abandons": false,
      "flowouts_as_misses": true,
      "callback_clock": "request",
      "ai_counts_as_answered": true,
      "moves_as_flowouts": false
    },
    "queues": [
      {
        "agents": {
          "available": 0,
          "reserved": 0,
          "on_call": 0,
          "after_call_work": 0,
          "not_ready": 0,
          "offline": 0,
          "dialer": 0
        },
        "levels": {
          "additionalProperty": "ok"
        }
      }
    ],
    "totals": {
      "agents": {
        "available": 0,
        "reserved": 0,
        "on_call": 0,
        "after_call_work": 0,
        "not_ready": 0,
        "offline": 0,
        "dialer": 0
      },
      "levels": {
        "additionalProperty": "ok"
      }
    },
    "agents": [
      {
        "state": "available",
        "level": "ok"
      }
    ],
    "agents_by_state": {
      "available": 0,
      "reserved": 0,
      "on_call": 0,
      "after_call_work": 0,
      "not_ready": 0,
      "offline": 0,
      "dialer": 0
    },
    "alerts": [
      {
        "kind": "service_level"
      }
    ],
    "metrics": [
      {
        "unit": "count",
        "source": "contact"
      }
    ],
    "channel": "voice",
    "channels": [
      "voice"
    ]
  }
}

304

Section titled “304”

Not modified