3. LineGroups

VirtualQ.LineGroups

Line Groups can contain many Lines and updates to Line Groups will affect all associated Lines.

Update line information

Information about the service lines should be send to virtualQ in regular intervals (for example 1 / minute). This information is used to calculate the waiting time for callers. Waiting times are calculated on a per Line Group basis. Therefore the Line Group ID is needed to call this method. All properties in the parameter attributes are optional.

Method Call

    public async Task<Result> UpdateLineGroup(long lineGroupId, UpdateLineGroupParameters attributes)

UpdateLineGroupParameters

NOTE: All integer fields for time are in seconds

Property	Type	Description
ServiceEwt	Nullable<int>	Estimated Waiting Time
ServiceCallersCount	Nullable<int>	Number of callers in waiting field
ServiceAverageTalkTime	Nullable<int>	Average Talk or Handling Time
ServiceAgentsCount	Nullable<int>	Agents on Duty. Number of Agents that could potentially answer the call, but may currently be handling other calls.
ServiceAgentsIdleCount	Nullable<int>	Free Agents. Number of Agents that are currently waiting for calls. They are logged in, but have nothing to do and are waiting for the next call.
ServiceAgentList	IEnumerable<string>	List of agent IDs that could answer the call
ServiceOpen	Nullable<bool>	Service currently open

API Request

http://docs.virtualq.io/#update-a-line-group

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Update a List of LineGroups

Update Line Information for a List of Line Groups.

Method Call

    public async Task<Result> UpdateLineGroupCollection(UpdateLineGroupCollectionParameters attributes)

UpdateLineGroupCollectionParameters

Property	Type	Description
CallCenterId	long	Call Center ID
LineGroups	IEnumerable<UpdateLineGroupParameters>	A collection of UpdateLineGroupParameters, e.g.: { { Id = 1234, ServiceOpen = true, ... }, { Id: 5678, ServiceOpen = false, ... } }

Example

    var lineGroupsToupdate = new List<UpdateLineGroupParameters>();
    lineGroupsToupdate.Add(new UpdateLineGroupParameters
    {
        Id  = 191,
        ServiceAgentsCount = 60,
        ServiceEwt = 70
        
    });
    lineGroupsToupdate.Add(new UpdateLineGroupParameters
    {
        Id = 185,
        ServiceAgentsCount = 12,
        ServiceEwt = 45
    });
    var attributes = new UpdateLineGroupCollectionParameters
    {
        CallCenterId = 1,
        LineGroups = lineGroupsToupdate
    };
  
    Result result = client.LineGroups.UpdateLineGroupCollection(attributes).Result;

API Request

http://docs.virtualq.io/#update-a-list-of-line-groups

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List Line Groups

This method can be used to query all line groups from a given Call Center ID.

Method Call

    public async Task<Result<IEnumerable<LineGroupResult>>> ListLineGroups(ListLineGroupsParameters attributes)

ListLineGroupsParameters

Parameter	Type	Description
CallCenterId	long	(required) Call Center ID

Response

Value	Description
{ ... }	Array of LineGroupResult objects

LineGroupResult

Only relevant parameters are listed.

Property	Type	Description
Id	Nullable<long>	Line Group ID
Name	string	Line Group Name
VirtualQMinWaitingTime	Nullable<int>	Minimum EWT in waiting field for virtualQ to be active
VirtualQMinAgentCount	Nullable<int>	Minimum number of agents for virtualQ to be active
VirtualQTimeoutTime	Nullable<int>	Number of seconds to call after being notified
VirtualQWaitersCount	Nullable<int>	Number of callers in line with virtualQ

API Request

http://docs.virtualq.io/#list-line-groups

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