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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,
  "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

​
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