/icws/{sessionId}/agent-quality/search

POST

/icws/{sessionId}/agent-quality/search

Creates a quality data search using the provided filters. Only completed scorecards visible to the session user will be returned. The user must have the View Scorecards policy right as well as Questionnaire Directory read access for the scorecard.

Each result contains data about a scorecard and optionally a survey for a given recording. Note that each recording can have at most one survey but may have multiple scorecards, so a recording may appear multiple times.

Feature Version
quality-management 3

Request

Parameters
Type
Name
Comments
Header
ININ-ICWS-CSRF-Token

Required

The ININ session token necessary for all calls that require a security or user context.

    Header
    Cookie

    Required

    The session cookie. With the exception of the connection request, all requests must provide a session cookie.

      Template
      sessionId

      Required

      The ININ session ID necessary for all calls that require a security or user context.

        Representations
        createSearchRequest
        Property
        Value
        Comments
        scoredUsers
        List [Unbounded]: String
        Filter by scored users. By default, only the current session user is included.
        questionnaireIds
        List [Unbounded]: String
        Filter by questionnaire IDs. By default, results for all questionnaires are returned.
        workgroups
        List [Unbounded]: String
        Filter by workgroups. By default, results for all workgroups are returned.
        unknown
        0
        call
        1
        chat
        2
        chatTranscript
        3
        email
        4
        screen
        5
        socialConversation
        6
        socialDirectMessage
        7
        recordingTimeStart
        DateTime
        Filter used to indicate the earliest recording time in UTC that should be included in the results.
        recordingTimeEnd
        DateTime
        Filter used to indicate the latest recording time in UTC that should be included in the results.
        scoringTimeStart
        DateTime
        Filter used to indicate the earliest scoring time in UTC that should be included in the results.
        scoringTimeEnd
        DateTime
        Filter used to indicate the latest scoring time in UTC that should be included in the results.
        notRequired
        0
        inProgress
        1
        complete
        2
        maxResults
        Int
        The maximum number of results to return. By default this is 100.

        Response

        202 - Accepted
        The search has been submitted for processing. The client should wait for the completion of the search via a createSearchCompletedMessage and the returned requestId.
        asyncOperationAcceptedResponse
        Represents the successful initiation of an asynchronous operation.
        Property
        Value
        Comments
        requestId
        String

        Required

        The ID associated with the asynchronous operation request. This can be used to correlate future events and operations.
        Associated Message
        The search results are ready. This message will contain all results up to the maximum result count specified.
        createSearchCompletedMessage
        Property
        Value
        Comments
        __type
        "urn:inin.com:qualityManagement:createSearchCompletedMessage"

        Required

        The JSON type representing this option.
        isDelta
        Boolean

        Required

        When true, this property indicates that some optional properties that have not changed may be omitted (all required properties will be included). In this case, the client side cache should be updated with the values for the properties provided and no change should be made for the properties not included as part of the message. This allows the API to deliver smaller messages that only represent the properties that have changed.

        When this property is false, the client side cache for this subscription should be cleared and replaced with the data provided in the message. For the initial message in response to a subscription, this property will be false to indicate the cache should be initialized with the data provided.

        requestId
        String

        Required

        errorId
        String
        The error identifier that describes the current error.
        message
        String

        Required

        A message that describes the current error.
        moreResults
        Boolean

        Required

        True if the result count exceeds the maximum number of results specified.
        recordingId
        String

        Required

        The ID of the recording.
        unknown
        0
        call
        1
        chat
        2
        chatTranscript
        3
        email
        4
        screen
        5
        socialConversation
        6
        socialDirectMessage
        7
        interactionId
        String

        Required

        Interaction ID of the recording.
        recordingDuration
        Int
        The recording duration in milliseconds.

        This property can be null.

        recordingTime
        DateTime

        Required

        The recording time in UTC.
        recordingInitiationPolicy
        String
        The name of the recording initiation policy.

        This property can be null.

        recordingVersion
        Int

        Required

        The version of the recording.
        recordingFileSize
        Int
        The size of the recording in bytes.

        This property can be null.

        workgroup
        String
        The IC Workgroup associated with this recording.

        This property can be null.

        NoRights
        0
        The user has no rights to the object.
        ReadAccess
        1
        The user has read access to the object.
        WriteAccess
        2
        The user has write access to the object.
        CanPlay
        4
        The user can play the recording.
        CanExportOrArchive
        8
        The user can export or archive the recording.
        CanEmail
        16
        The user can email the recording.
        CanScore
        32
        The user can score the recording.
        CanViewParticipant
        64
        The user can view participants of the recording.
        CanDeleteRecording
        128
        The user can delete the recording.
        CanViewAuditTrail
        4096
        The user can view the recording's audit trail.
        CanViewScorecards
        8192
        The user can view scorecards.
        CanViewCustomAttributes
        16384
        The user can view recording custom attributes.
        CanModifyCustomAttributes
        32768
        The user can modify recording custom attributes.
        CanViewTags
        65536
        The user can view recording tags.
        CanModifyTags
        131072
        The user can modify recording tags.
        CanAddBookmarks
        262144
        The user can add recording bookmarks.
        CanViewSignatureComments
        524288
        The user can view scorecard signature comments.
        CanDeleteScorecards
        1048576
        The user can delete scorecards.
        CanAssignQuestionnaires
        2097152
        The user can assign questionnaires.
        EncumberedRecording
        1073741824
        The recording is encumbered.
        recordingMediaStatus
        String
        The status of the recording media.

        This property can be null.

        scorecardId
        String

        Required

        The scorecard ID.
        questionnaireId
        String

        Required

        The scorecard's questionnaire ID.
        scoredUser
        String
        The IC User ID of the scored user.

        This property can be null.

        scoringUser
        String
        The IC User ID of the scoring user.

        This property can be null.

        isFailed
        Boolean
        True if the scorecard is considered failed.

        This property can be null.

        scoringTime
        DateTime

        Required

        The UTC time this scorecard was last modified.
        invalid
        0
        assigned
        1
        inProgress
        2
        complete
        3
        rank
        String
        The scorecard's current rank.

        This property can be null.

        scorePct
        Double

        Required

        The scorecard's current score percentage.
        notRequired
        0
        inProgress
        1
        complete
        2
        none
        0
        marked
        1
        required
        2
        avgWorkgroupScorePct
        Double
        The average score percentage for this scorecard within the workgroup.

        This property can be null.

        avgWorkgroupRank
        String
        The average rank for this scorecard within the workgroup.

        This property can be null.

        surveyFormId
        String

        Required

        The unique ID for the completed survey.
        surveyId
        String

        Required

        The ID of the survey.
        scorePct
        Double
        The survey score percentage.

        This property can be null.

        rank
        String
        The survey rank.

        This property can be null.

        400 - Bad Request
        The request was invalid. This can occur when the message body is malformed or missing required items. This will also occur if a required header or query string parameter is missing or invalid.
        error
        Provides additional detail for an error.
        Property
        Value
        Comments
        errorId
        String
        The error identifier that describes the current error.
        message
        String

        Required

        A message that describes the current error.
        401 - Unauthorized
        The specified session token is missing, invalid, or has expired.
        Parameters
        Type
        Name
        Comments
        Header
        WWW-Authenticate

        Required

        Indicates that the client needs to authenticate using a custom ICWS scheme, which supports a realm of type ICWS and a location which is the URL at which the client can authenticate. A typical example would be the following.

        WWW-Authenticate: ICWS realm="ICWS" location="/ICWS/connection"

          error
          Provides additional detail for an error.
          Property
          Value
          Comments
          errorId
          String
          The error identifier that describes the current error.
          message
          String

          Required

          A message that describes the current error.
          410 - Gone
          This resource has been deprecated and removed from the API.
          error
          Provides additional detail for an error.
          Property
          Value
          Comments
          errorId
          String
          The error identifier that describes the current error.
          message
          String

          Required

          A message that describes the current error.
          500 - Internal Server Error
          An unexpected error occurred while processing the request.
          error
          Provides additional detail for an error.
          Property
          Value
          Comments
          errorId
          String
          The error identifier that describes the current error.
          message
          String

          Required

          A message that describes the current error.