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GET
/
telephony
/
getRouting
Get routing status
curl --request GET \
  --url https://demo.enneo.ai/api/mind/telephony/getRouting \
  --header 'Authorization: Bearer <token>'
{
  "id": 789,
  "ticketId": 12345,
  "status": "waitingForAgent",
  "declineReasonCode": null,
  "declineReasonMessage": null,
  "declineReasonDebugInfos": null,
  "primaryTagId": 46,
  "channel": "phone",
  "subchannelId": null,
  "assignedUserId": null,
  "assignedUserRawData": null,
  "createdAt": "2025-04-08 19:38:03",
  "routedAt": null,
  "completedAt": null,
  "updatedAt": "2025-04-08 19:38:11",
  "positionDetails": {
    "position": 0,
    "agentsOnlineWithMatchingSkills": [
      20
    ],
    "estimatedWaitingTimeInSeconds": 60
  }
}

Authorizations

​
Authorization
string
header
required

JWT-based authentication

Query Parameters

​
ticketId
integer
required

ID of the ticket to get routing status for

​
cleanState
boolean

When true, resets routing state for all user-type agents before evaluating the ticket

​
forceReEvaluation
boolean

If set, force re-evaluation of the routing status

​
testQueueStatusResponse
enum<string>

Testing helper that forces the endpoint to return the provided queue status without executing routing logic. When set to declined, a random decline reason is included.

Available options:
preProcessing,
waitingForAgent,
assigned,
currentlyProcessed,
completed,
declined,
unknown

Response

Successful operation

​
id
integer

ID of the queue entry

Example:

789

​
ticketId
integer

ID of the associated ticket

Example:

12345

​
status
enum<string>

Current routing status

Available options:
preProcessing,
waitingForAgent,
assigned,
currentlyProcessed,
completed,
declined,
unknown
Example:

"waitingForAgent"

​
declineReasonCode
string | null

Code indicating why the call was declined, if applicable

Example:

null

​
declineReasonMessage
string | null

Human-readable message explaining why the call was declined

Example:

null

​
declineReasonDebugInfos
string | null

Debug string (newline-separated) listing all online agents and why each was excluded or eligible for routing. Populated when status is declined (e.g. no agents with matching skills). Also included in ticketRouted event data.routingExplanation for decline cases.

Example:

null

​
primaryTagId
integer | null

ID of the primary tag associated with this queue entry

Example:

46

​
channel
string

Communication channel for this ticket

Example:

"phone"

​
subchannelId
integer | null

ID of the subchannel, if applicable

Example:

null

​
assignedUserId
integer | null

ID of the assigned user, if any

Example:

null

​
assignedUserRawData
object

Raw data of the assigned user, may include external IDs

Example:

null

​
createdAt
string<date-time>

Timestamp when the queue entry was created

Example:

"2025-04-08 19:38:03"

​
routedAt
string<date-time> | null

Timestamp when the queue entry was routed to an agent

Example:

null

​
completedAt
string<date-time> | null

Timestamp when processing of the queue entry was completed

Example:

null

​
updatedAt
string<date-time>

Timestamp when the queue entry was last updated

Example:

"2025-04-08 19:38:11"

​
positionDetails
object

Details about the queue position and waiting time