"""
Customer Experience Essentials Wrap Up Reasons API
"""
import builtins
from typing import Optional
from pydantic import TypeAdapter
from wxc_sdk.api_child import ApiChild
from wxc_sdk.base import ApiModel
__all__ = [
'WrapupReasonApi',
'QueueWrapupReasonSettings',
'WrapUpReasonDetails',
'WrapupReasonQueue',
'AvailableQueue',
'WrapUpReason',
]
[docs]
class WrapUpReason(ApiModel):
#: Unique wrap-up identifier.
id: Optional[str] = None
#: Name of the wrap-up reason.
name: Optional[str] = None
#: Description of the wrap-up reason.
description: Optional[str] = None
#: Number of queues assigned to the wrap-up reason.
number_of_queues_assigned: Optional[int] = None
class QueueSettingsReason(ApiModel):
#: Unique wrap-up identifier.
id: Optional[str] = None
#: Name of the wrap-up reason.
name: Optional[str] = None
#: Description of the wrap-up reason.
description: Optional[str] = None
#: Denotes whether the wrap-up reason is the default for the queue.
default_enabled: Optional[bool] = None
[docs]
class QueueWrapupReasonSettings(ApiModel):
#: Denotes whether the wrap-up timer is enabled.
wrapup_timer_enabled: Optional[bool] = None
#: Wrap up timer value in seconds.
wrapup_timer: Optional[int] = None
#: List of wrap-up reasons.
wrapup_reasons: Optional[list[QueueSettingsReason]] = None
[docs]
class WrapupReasonQueue(ApiModel):
#: Unique queue identifier.
id: Optional[str] = None
#: Name of the queue.
name: Optional[str] = None
#: Name of the location.
location_name: Optional[str] = None
#: Unique location identifier.
location_id: Optional[str] = None
#: Phone number of the queue.
phone_number: Optional[str] = None
#: Extension of the queue.
extension: Optional[int] = None
#: Denotes whether the default wrap-up is enabled for the queue.
default_wrapup_enabled: Optional[bool] = None
[docs]
class WrapUpReasonDetails(ApiModel):
#: Name of the wrap-up reason.
name: Optional[str] = None
#: Description of the wrap-up reason.
description: Optional[str] = None
#: Number of queues assigned to the wrap-up reason.
default_wrapup_queues_count: Optional[int] = None
#: List of queues assigned to the wrap-up reason.
queues: Optional[list[WrapupReasonQueue]] = None
[docs]
class AvailableQueue(ApiModel):
#: Unique queue identifier.
id: Optional[str] = None
#: Name of the queue.
name: Optional[str] = None
#: Name of the location.
location_name: Optional[str] = None
#: Unique location identifier.
location_id: Optional[str] = None
#: Phone number of the queue.
phone_number: Optional[str] = None
#: Extension of the queue.
extension: Optional[int] = None
[docs]
class WrapupReasonApi(ApiChild, base='telephony/config'):
"""
Wrap up reasons API
"""
[docs]
def read_queue_settings(self, location_id: str, queue_id: str) -> QueueWrapupReasonSettings:
"""
Read Wrap Up Reason Settings
Return a wrap-up reason by location ID and queue ID.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Retrieving the wrap-up reason by location ID and queue ID requires a full or read-only administrator auth token
with a scope of `spark-admin:telephony_config_read`.
:param location_id: The location ID.
:type location_id: str
:param queue_id: The queue ID.
:type queue_id: str
:rtype: list[QueueWrapupReasonSettings]
"""
url = self.ep(f'cxEssentials/locations/{location_id}/queues/{queue_id}/wrapup/settings')
data = super().get(url)
return QueueWrapupReasonSettings.model_validate(data)
[docs]
def update_queue_settings(
self,
location_id: str,
queue_id: str,
wrapup_reasons: list[str] = None,
default_wrapup_reason_id: str = None,
wrapup_timer_enabled: bool = None,
wrapup_timer: int = None,
):
"""
Update Wrap Up Reason Settings
Modify a wrap-up reason by location ID and queue ID.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Modifying a wrap-up reason by location ID and queue ID requires a full or device administrator auth token with
a scope of `spark-admin:telephony_config_write`.
:param location_id: The location ID.
:type location_id: str
:param queue_id: The queue ID.
:type queue_id: str
:param wrapup_reasons: List of wrap-up reason IDs.
:type wrapup_reasons: list[str]
:param default_wrapup_reason_id: Unique wrap-up identifier. To clear the default wrap-up reason, set this to ''.
:type default_wrapup_reason_id: str
:param wrapup_timer_enabled: Denotes whether the wrap-up timer is enabled.
:type wrapup_timer_enabled: bool
:param wrapup_timer: Wrap up timer value in seconds.
:type wrapup_timer: int
:rtype: None
"""
body = dict()
if wrapup_reasons is not None:
body['wrapupReasons'] = wrapup_reasons
if default_wrapup_reason_id is not None:
body['defaultWrapupReasonId'] = default_wrapup_reason_id or None
if wrapup_timer_enabled is not None:
body['wrapupTimerEnabled'] = wrapup_timer_enabled
if wrapup_timer is not None:
body['wrapupTimer'] = wrapup_timer
url = self.ep(f'cxEssentials/locations/{location_id}/queues/{queue_id}/wrapup/settings')
super().put(url, json=body)
[docs]
def list(self) -> list[WrapUpReason]:
"""
List Wrap Up Reasons
Return the list of wrap-up reasons configured for a customer.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues. Upon call completion, agents select a
wrap-up reason from the queue's assigned list. Each wrap-up reason includes a name and description, and can be
set as the default for a queue. Admins can also configure a timer, which dictates the time agents have to
select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.
Retrieving the list of wrap-up reasons requires a full or read-only administrator auth token with a scope of
`spark-admin:telephony_config_read`.
:rtype: list[WrapUpReason]
"""
url = self.ep('cxEssentials/wrapup/reasons')
data = super().get(url)
r = TypeAdapter(list[WrapUpReason]).validate_python(data['wrapupReasons'])
return r
[docs]
def create(
self,
name: str,
description: str = None,
queues: builtins.list[str] = None,
assign_all_queues_enabled: bool = None,
) -> str:
"""
Create Wrap Up Reason
Create a wrap-up reason.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Creating a wrap-up reason requires a full or device administrator auth token with a scope of
`spark-admin:telephony_config_write`.
:param name: Name of the wrap-up reason.
:type name: str
:param description: Description of the wrap-up reason.
:type description: str
:param queues: List of queue IDs assigned to the wrap-up reason.
:type queues: list[str]
:param assign_all_queues_enabled: Denotes whether all queues are assigned to the wrap-up reason.
:type assign_all_queues_enabled: bool
:return: Wrap-up reason ID.
:rtype: str
"""
body = dict()
body['name'] = name
if description is not None:
body['description'] = description
if queues is not None:
body['queues'] = queues
if assign_all_queues_enabled is not None:
body['assignAllQueuesEnabled'] = assign_all_queues_enabled
url = self.ep('cxEssentials/wrapup/reasons')
data = super().post(url, json=body)
return data['id']
[docs]
def validate(self, name: str):
"""
Validate Wrap Up Reason
Validate the wrap-up reason name.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Validating the wrap-up reason name requires a full or device administrator auth token with a scope of
`spark-admin:telephony_config_write`.
:param name: Name of the wrap-up reason.
:type name: str
:rtype: None
"""
body = dict()
body['name'] = name
url = self.ep('cxEssentials/wrapup/reasons/actions/validateName/invoke')
super().post(url, json=body)
[docs]
def delete(self, wrapup_reason_id: str):
"""
Delete Wrap Up Reason
Delete a wrap-up reason.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Deleting the wrap-up reason requires a full or device administrator auth token with a scope of
`spark-admin:telephony_config_write`.
:param wrapup_reason_id: Wrap-up reason ID.
:type wrapup_reason_id: str
:rtype: None
"""
url = self.ep(f'cxEssentials/wrapup/reasons/{wrapup_reason_id}')
super().delete(url)
[docs]
def details(self, wrapup_reason_id: str) -> WrapUpReasonDetails:
"""
Read Wrap Up Reason
Return the wrap-up reason by ID.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Retrieving the wrap-up reason by ID requires a full or read-only administrator auth token with a scope of
`spark-admin:telephony_config_read`.
:param wrapup_reason_id: Wrap-up reason ID.
:type wrapup_reason_id: str
:rtype: WrapUpReasonDetails
"""
url = self.ep(f'cxEssentials/wrapup/reasons/{wrapup_reason_id}')
data = super().get(url)
r = WrapUpReasonDetails.model_validate(data)
return r
[docs]
def update(
self,
wrapup_reason_id: str,
name: str = None,
description: str = None,
queues_to_assign: builtins.list[str] = None,
queues_to_unassign: builtins.list[str] = None,
assign_all_queues_enabled: bool = None,
unassign_all_queues_enabled: bool = None,
):
"""
Update Wrap Up Reason
Modify a wrap-up reason.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Modifying a wrap-up reason requires a full or device administrator auth token with a scope of
`spark-admin:telephony_config_write`.
:param wrapup_reason_id: Wrap-up reason ID.
:type wrapup_reason_id: str
:param name: Name of the wrap-up reason.
:type name: str
:param description: Description of the wrap-up reason.
:type description: str
:param queues_to_assign: List of queue IDs to assign to the wrap-up reason.
:type queues_to_assign: list[str]
:param queues_to_unassign: List of queue IDs to unassign from the wrap-up reason.
:type queues_to_unassign: list[str]
:param assign_all_queues_enabled: Denotes whether all queues are assigned to the wrap-up reason.
:type assign_all_queues_enabled: bool
:param unassign_all_queues_enabled: Denotes whether all queues are unassigned from the wrap-up reason.
:type unassign_all_queues_enabled: bool
:rtype: None
"""
body = dict()
if name is not None:
body['name'] = name
if description is not None:
body['description'] = description
if queues_to_assign is not None:
body['queuesToAssign'] = queues_to_assign
if queues_to_unassign is not None:
body['queuesToUnassign'] = queues_to_unassign
if assign_all_queues_enabled is not None:
body['assignAllQueuesEnabled'] = assign_all_queues_enabled
if unassign_all_queues_enabled is not None:
body['unassignAllQueuesEnabled'] = unassign_all_queues_enabled
url = self.ep(f'cxEssentials/wrapup/reasons/{wrapup_reason_id}')
super().put(url, json=body)
[docs]
def available_queues(self, wrapup_reason_id: str) -> builtins.list[AvailableQueue]:
"""
Read Available Queues
Return the available queues for a wrap-up reason.
Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin
can configure these reasons for customers and assign them to queues.
Upon call completion, agents select a wrap-up reason from the queue's assigned list. Each wrap-up reason
includes a name and description, and can be set as the default for a queue.
Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a
default of 60 seconds. This timer can be disabled if necessary.
Retrieving the available queues for a wrap-up reason requires a full or read-only administrator auth token with
a scope of `spark-admin:telephony_config_read`.
:param wrapup_reason_id: Wrap-up reason ID.
:type wrapup_reason_id: str
:rtype: list[AvailableQueue]
"""
url = self.ep(f'cxEssentials/wrapup/reasons/{wrapup_reason_id}/availableQueues')
data = super().get(url)
if 'queues' not in data:
return []
r = TypeAdapter(list[AvailableQueue]).validate_python(data['queues'])
return r