{ "info": { "name": "WxCC API", "description": null, "schema": "https://schema.getpostman.com/json/collection/v2.1.0/collection.json" }, "item": [ { "name": "List Entry Points", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/organization/{{org_id}}/v2/entry-point", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "organization", "{{org_id}}", "v2", "entry-point" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "List Work Types", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/organization/{{org_id}}/work-type", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "organization", "{{org_id}}", "work-type" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "Create Wrap-up Code", "request": { "method": "POST", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/organization/{{org_id}}/auxiliary-code", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "organization", "{{org_id}}", "auxiliary-code" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"name\": \"badExperience\",\n \"description\": \"API Lab Recovery Test\",\n \"defaultCode\": false,\n \"active\": true,\n \"workTypeId\": \"{{workTypeId}}\",\n \"workTypeCode\": \"WRAP_UP_CODE\"\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "Generated Summaries - Search", "request": { "method": "POST", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/generated-summaries/search", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "generated-summaries", "search" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"interactionId\": \"{{transId}}\",\n \"orgId\": \"{{org_id}}\",\n \"searchType\": \"INTERACTION\"\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "Scheduled Callback - Create Callback", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v1/callbacks/organization/{{org_id}}/scheduled-callback", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v1", "callbacks", "organization", "{{org_id}}", "scheduled-callback" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"customerName\": \"Jane Smith\",\n \"callbackNumber\": \"{{callbackNumber}}\",\n \"timezone\": \"America/Los_Angeles\",\n \"scheduleDate\": \"REPLACE_WITH_YYYY_MM_DD\",\n \"startTime\": \"15:30:00\",\n \"endTime\": \"16:00:00\",\n \"queueId\": \"{{queueId}}\",\n \"callbackReason\": \"We noticed your recent experience did not go as expected. We want to make this right — what can we do for you?\",\n \"sourceInteraction\": \"{{transId}}\",\n \"assigneeAgent\": \"\"\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "Scheduled Callbacks - Get Callback Number", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v1/callbacks/organization/{{org_id}}/scheduled-callback?callbackNumber={{callbackNumber}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v1", "callbacks", "organization", "{{org_id}}", "scheduled-callback?callbackNumber={{callbackNumber}}" ], "query": [ { "key": "callbackNumber", "value": "{{callbackNumber}}" } ], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "Scheduled Callbacks - Get by id", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v1/callbacks/organization/{{org_id}}/scheduled-callback/{{callbackId}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v1", "callbacks", "organization", "{{org_id}}", "scheduled-callback", "{{callbackId}}" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "Campaign Contact-List Active By API", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v3/campaign-management/campaigns/{{campaignId}}/contact-lists?status=Active&source=API", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v3", "campaign-management", "campaigns", "{{campaignId}}", "contact-lists?status=Active&source=API" ], "query": [ { "key": "status", "value": "Active" }, { "key": "source", "value": "API" } ], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "WxCC - Event List Types", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v2/event-types", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v2", "event-types" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "WxCC - Event Subscribe", "request": { "method": "POST", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v2/subscriptions", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v2", "subscriptions" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"name\": \"task:ended\",\n \"eventTypes\": [\n \"task:ended\"\n ],\n \"destinationUrl\": \"{{webexConnectWebhookUrl}}\",\n \"orgId\": \"{{org_id}}\",\n \"resourceVersion\": \"task:1.0.0\"\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "WxCC - Event List Subscriptions", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v2/subscriptions", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v2", "subscriptions" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "WxCC - Event Get Subscription by ID", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v2/subscriptions/{{subscriptionId}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v2", "subscriptions", "{{subscriptionId}}" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "WxCC - Event Delete Subscription", "request": { "method": "DELETE", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v2/subscriptions/{{subscriptionId}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v2", "subscriptions", "{{subscriptionId}}" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "Search Task Details", "request": { "method": "POST", "header": [ { "key": "Content-Type", "value": "application/json", "disabled": false, "type": "default" } ], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/search?orgId={{org_id}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "search?orgId={{org_id}}" ], "query": [ { "key": "orgId", "value": "{{org_id}}" } ], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"query\": \"query TaskDetails($fromDate: Long!, $toDate: Long!, $transId: String!, $globalFeedbackSurveyVariableName: String!) { taskDetails( from: $fromDate, to: $toDate, timeComparator: createdTime, filter: { and: [ { id: { equals: $transId } } ] }, pagination: {} ) { tasks { abandonedType agentToAgentTransferCount autoCsat blindTransferCount conferenceCount connectedDuration consultToQueueCount csatScore GV_SurveyResponse: stringGlobalVariables(name: $globalFeedbackSurveyVariableName) { name value } holdDuration id isContactEscalatedToQueue lastQueue { name id } lastWrapupCodeName overflowCount owner { name id } sentiment terminatingEnd terminationType totalDuration } pageInfo { endCursor hasNextPage } intervalInfo { interval timezone } } }\",\n \"variables\": {\n \"fromDate\": \"{{fromDate}}\",\n \"toDate\": \"{{toDate}}\",\n \"transId\": \"{{transId}}\",\n \"globalFeedbackSurveyVariableName\": \"SurveyResult\"\n }\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "Campaign - Management - Create Contact List", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v3/campaign-management/campaigns/{{campaignId}}/contact-list", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v3", "campaign-management", "campaigns", "{{campaignId}}", "contact-list" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"supportedChannels\": [ \"Voice\"],\n \"activationTimeLagMinutes\": 0\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "Campaign - Management - Add Contact To Contact List", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v3/campaign-management/campaigns/{{campaignId}}/contact-list/{{contactListId}}/contacts", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v3", "campaign-management", "campaigns", "{{campaignId}}", "contact-list", "{{contactListId}}", "contacts" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"contacts\": [\n {\n \"contactAttributes\": [\n {\"fieldName\": \"firstName\", \"value\": \"John\"},\n {\"fieldName\": \"lastName\", \"value\": \"Smith\"},\n {\"fieldName\": \"phoneNumber\", \"value\": \"{{phoneNumber}}\"},\n {\"fieldName\": \"Reason\", \"value\": \"We noticed your recent experience did not go as expected\"},\n {\"fieldName\": \"Status\", \"value\": \"Frustrated\"},\n {\"fieldName\": \"ID\", \"value\": \"e64a72db-a97c-4fdb-9edc-5299883dbc0f\"},\n {\"fieldName\": \"Comments\", \"value\": \"Customer waited over 5 minutes and disconnected\"}\n ]\n }\n ]\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "Campaign - Management - Update Contact List to mark status as closed", "request": { "method": "PATCH", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v3/campaign-management/campaigns/{{campaignId}}/contact-list/{{contactListId}}/contacts/{{phoneNumber}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v3", "campaign-management", "campaigns", "{{campaignId}}", "contact-list", "{{contactListId}}", "contacts", "{{phoneNumber}}" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{ \"contactStatus\": \"CLOSED\" }", "options": { "raw": { "language": "json" } } } } }, { "name": "JDS - Create Identity", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/admin/v1/api/person/workspace-id/{{workspaceId}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "admin", "v1", "api", "person", "workspace-id", "{{workspaceId}}" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"firstName\": \"Barry\",\n \"lastName\": \"McLellan\",\n \"phone\": [\n \"+12263762555\",\n \"12263762555\"\n ],\n \"email\": [\n \"bmclella@cisco.com\"\n ],\n \"customerId\": [\n \"4689557617731186\"\n ]\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "JDS - Search JDS For User", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/admin/v1/api/person/workspace-id/{{workspaceId}}/aliases/search", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "admin", "v1", "api", "person", "workspace-id", "{{workspaceId}}", "aliases", "search" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"identities\": [\"12146326080\"]\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "JDS - Caller - Bad Experience - Create Progressive Profile", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/admin/v1/api/profile-view-template/workspace-id/{{workspaceId}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "admin", "v1", "api", "profile-view-template", "workspace-id", "{{workspaceId}}" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"name\": \"bad-experience-profile\",\n \"attributes\": [\n {\n \"displayName\": \"Bad Experience Count\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"double\",\n \"metaData\": \"badExperienceCount\",\n \"limit\": 90,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Sum\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Callback Attempted\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"double\",\n \"metaData\": \"callbackAttempted\",\n \"limit\": 90,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Sum\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Experience\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"Experience\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Churn Risk\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"churnRisk\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 90,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Icon\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"iconName\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Survey Pain\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"surveyPain\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Sentiment Pain\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"sentimentPain\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Agent Declared Pain\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"wrapCodePain\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n },\n {\n \"displayName\": \"Behavioral Pain\",\n \"version\": \"1.0\",\n \"event\": \"BadExperience\",\n \"metaDataType\": \"string\",\n \"metaData\": \"behavioralPain\",\n \"limit\": 1,\n \"lookBackDurationType\": \"minutes\",\n \"lookBackPeriod\": 30,\n \"aggregationMode\": \"Value\",\n \"verbose\": true,\n \"widgetAttributes\": {\n \"type\": \"table\"\n }\n }\n ]\n}", "options": { "raw": { "language": "json" } } } } }, { "name": "JDS - Caller - Bad Experience - Get Progressive Template Values", "protocolProfileBehavior": { "disableBodyPruning": true }, "request": { "method": "GET", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/v1/api/progressive-profile-view/workspace-id/{{workspaceId}}/person-id/65cc2ba6ed2a7b3b2ee1fba2/template-id/6994b63c659a6d6d6cc430e9", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "v1", "api", "progressive-profile-view", "workspace-id", "{{workspaceId}}", "person-id", "65cc2ba6ed2a7b3b2ee1fba2", "template-id", "6994b63c659a6d6d6cc430e9" ], "query": [], "variable": [] }, "body": { "mode": "raw", "raw": "", "options": { "raw": { "language": "json" } } } } }, { "name": "JDS - Caller - Bad Experience - Post Event", "request": { "method": "POST", "header": [], "auth": { "type": "noauth" }, "description": "", "url": { "raw": "{{baseUrl}}/publish/v1/api/event?workspaceId={{workspaceId}}", "protocol": "", "host": [ "{{baseUrl}}" ], "path": [ "publish", "v1", "api", "event?workspaceId={{workspaceId}}" ], "query": [ { "key": "workspaceId", "value": "{{workspaceId}}" } ], "variable": [] }, "body": { "mode": "raw", "raw": "{\n \"datacontenttype\": \"application/json\",\n \"identitytype\": \"phone\",\n \"identity\": \"+18505598991\",\n \"specversion\": \"1.0\",\n \"id\": \"{{$guid}}\",\n \"source\": \"taskDetails\",\n \"type\": \"BadExperience\",\n \"data\": {\n \"badExperienceCount\": \"1.0\",\n \"callbackAttempted\": \"0.0\",\n \"Experience\": \"One prior bad experience\",\n \"churnRisk\": \"Moderate churn risk (65% retention)\",\n \"iconName\": \"survey-neutral\",\n \"surveyPain\": \"\",\n \"sentimentPain\": \"\",\n \"wrapCodePain\": \"Agent disposition: Complaint\",\n \"behavioralPain\": \"Escalations: 2, Hold abandon (agent hold)\",\n \"uiData\": {\n \"title\": \"Bad Experience Recovery\",\n \"iconType\": \"survey-neutral\",\n \"subTitle\": \"One prior bad experience\"\n }\n }\n}", "options": { "raw": { "language": "json" } } } } } ], "variable": [ { "key": "client_id", "value": "C8781e97a83f29d17a86f9b4eb7d9a612e8fa8e4cadf3e828ad6dedc788ab192a", "type": "default" }, { "key": "client_secret", "value": "9a4b86d70be97723658171ae353add6e036208a1474d27986a5d1d084c55a582", "type": "default" }, { "key": "org_id", "value": "d8181bb6-b5a8-4a5a-990d-4bdc67eae571", "type": "default" }, { "key": "workspaceId", "value": "REPLACE_WITH_WORKSPACE_ID", "type": "default" }, { "key": "baseUrl", "value": "https://api.wxcc-us1.cisco.com", "type": "default" }, { "key": "campaignId", "value": "REPLACE_WITH_CAMPAIGN_ID", "type": "default" }, { "key": "contactListId", "value": "REPLACE_WITH_CONTACT_LIST_ID", "type": "default" }, { "key": "subscriptionId", "value": "REPLACE_WITH_SUBSCRIPTION_ID", "type": "default" }, { "key": "webexConnectWebhookUrl", "value": "https://hooks.us.webexconnect.io/events/L9CB5QBY0", "type": "default" }, { "key": "callbackNumber", "value": "REPLACE_WITH_CALLBACK_NUMBER", "type": "default" }, { "key": "queueId", "value": "REPLACE_WITH_QUEUE_ID", "type": "default" }, { "key": "callbackId", "value": "REPLACE_WITH_CALLBACK_ID", "type": "default" }, { "key": "fromDate", "value": "REPLACE_WITH_EPOCH_MINUS_24H", "type": "default" }, { "key": "toDate", "value": "REPLACE_WITH_EPOCH_NOW", "type": "default" }, { "key": "transId", "value": "REPLACE_WITH_INTERACTION_ID", "type": "default" }, { "key": "phoneNumber", "value": "REPLACE_WITH_E164_PHONE_NUMBER", "type": "default" }, { "key": "workTypeId", "value": "1331555e-6489-4945-915f-32b3c866dce7", "type": "default" }, { "key": "$guid", "value": "", "type": "default" } ] }