Detailed Description

Pull Activities

Overview

This API can be used by the logged in users to pull activities from queues. Unlike the Pick operation (where the user chooses specific activities to pick for work), the Pull operation pulls and assigns activities to the user according to the "Pull Options" configured in the Agent Console.

Calltrackand Chat type of activities cannot be pulled using this API.

For this API to execute successfully:

User must have configured at least one queue in the "Pull Options".

As part of completing this request:

User load is not considered, i.e., activities will be assigned to the logged in user regardless of the user's existing work load.
Number of activities pulled depends upon the value configured in user setting "Maximum activities to pull". If the configured queues do not have sufficient activities , the actual number of activities pulled may be less than the configured value.
Email activities will be pulled only if logged in user has ECE Mail license.

Since: 11.6

APIs

Method	URL	Description
PUT	`/ws/v12/interaction/activity/pull`	Pull activities in status "in queue waiting to be assigned".

Authentication

Authentication is required. The client must be logged in to call this API. Each API request must contain X-egain-session request header returned by Login API.

Permissions

User must have 'Pull Activities' action.
User must have 'Pull Activities' permission on at least one of the queues configured in the "Pull Options".

Licenses

The logged in user must have the following licenses:

Any User Licenses

Request

Request headers

Name	Description	Allowed values	Default value
X-egain-session	Session ID obtained from Login API response header	N/A	N/A
Accept	Content type accepted by the client. Used for success and error response both.	`application/xml` or `application/json`	N/A
Accept-Language	Language locale accepted by client (used for locale specific fields in resource representation and in error responses)	Supported 'Accept-Language' header codes	`default system language`

Request Body

Request body is not allowed.

Supported API specific query parameters

None

Supported common query parameters

None

Response

Response headers

Name	Description	Possible values
X-egain-session	ID of the current user session	N/A
Content-Type	Media type of response body	`application/xml` or `application/json`

Response Body

Response body will be present if the request is successful and at least one activity is pulled. The response body can be in either XML or JSON format.

Elements sent in the response body

'activities' element will be present in the response body. At least one 'activity' element will be present in the 'activities' element. Each 'activity' element will contain the following elements:

Name	Description
id	ID of the activity pulled.
link	Self link of the activity pulled.

Response body XML schemas:

schema-interaction-activity-Activity
schema-kb-WSError - used in case of error

HTTP status codes

Success Status codes

200 - OK

Successfully pulled the activities.

204 - No Content

Successfully executed the request, but there were no activities available to pull.

Failure Status codes

400 - Bad Request

Any query parameter is sent in the request.
Any criteria for successful execution mentioned in the Overview section is violated.
A request body is sent as part of the request

401 - Unauthorized

X-egain-session request header is missing.
Session is invalid or expired.

403 - Forbidden

If the user does not have the appropriate permissions for this operation. Refer the Permissions section.

406 - Not Acceptable

Invalid 'Accept-Language' header value.

500 - Internal server error

Examples:

Example 1 - Pull activities when activities are available to pull
Example 2 - Pull activities when no activities are available to pull