Support Team Fields

These fields apply to the support_team_added, support_team_changed, and support_team_removed events.

Field Value Explanation

code_name

string

The code name of this support team.

comments

string

Any comments associated with this support team.

id

string

The unique identifier of the support team.

is_persistent

1 or 0

1: This queue is persistent; sessions will stay in this team's queue even if no team members are logged in.
0: This queue is not persistent.

name

string

The name of the support team.

routing:alert:timeout

integer

The number of seconds to wait for a representative to accept an assigned session before reassigning it to the next available representative.

routing:algorithm

none
least_busy
skills+least_busy

The method to use for automatic session assignment.

routing:overdue:action

none
mark
transfer

The action to take if a session remains in this queue for longer than the designated time.

routing:overdue:destination

string

The name of the team to which to transfer an overdue session in this queue.

routing:overdue:timeout

integer

The number of seconds to wait for a session in this queue to be accepted before it is marked as overdue or transferred to an overflow queue.

support_full_reserved_slots

integer

The number of licenses reserved for full support.