The GET /wfm/queue-metrics endpoint gets Queue Metrics gets queue metrics for an account. Queue Metrics metrics include information for all interactions entering and leaving queues in an account. Information includes how long the interactions were in the queues, why they left those queues, and the total connected and wrap time for agents that handled the interactions after they left the queue.
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Authorization scopes supported:
| Scope | Access granted |
|---|---|
stats | Entire endpoint |
Parameters
The endpoint accepts the following query string parameters:
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| Type | Required | Example |
|---|---|---|
| String | False | Started |
Determines which Queue Metrics which queue metrics to include in the response.
The value dictates which values are searched for within the specified time. Possible values are:
- Started. Searches for only Queue Metrics only queue metrics representing interactions that entered a queue within the specified time period.
- StartedOrEnded. Searches for Queue Metrics for queue metrics that started or ended within the specified time period.
- Processed. Searches for Queue Metrics for queue metrics representing interactions that entered the queue, started or ended, or were processed within the specified time period. Including processed time means that Queue Metrics that queue metrics representing interactions that left the queue before the specified time period may be returned.
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Responses to the GET /wfm/queue-metrics return a collection of Queue Metrics of queue metrics items for the specified time period. Results are sorted by the time that interactions entered queues and then queue name in ascending order.
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{
"meta": {
"page": 1,
"count": 4,
"pageCount": 1,
"totalCount": 4
},
"items": [
{
"queueName": "ACD Sales",
"queueType": "ACD",
"interactionGuid": "d466f3f9-906e-4ebf-a0b3-9a11befc96f0",
"medium": "Phone",
"enteredQueue": "2021-10-08T08:11:26.518Z",
"exitedQueue": "2021-10-08T08:11:33.596Z",
"queueExitCategory": "Abandoned",
"queueExitReason": "HangUp",
"targetTimeToAnswer": null,
"mediumManager": "VCC",
"interactionPlan": "01999953611",
"presentedSkills": [
"Gold"
],
"queuedPartyTimes": {
"queuedDuration": 7078
},
"agentHandleTimes": {
"total": 16253,
"connected": null,
"wrap": 16253
},
"party": {
"role": "External"
}
},
{
"queueName": "Gold Customer VQ",
"queueType": "Virtual",
"interactionGuid": "d466f3f9-906e-4ebf-a0b3-9a11befc96f0",
"medium": "Phone",
"enteredQueue": "2021-10-08T08:11:26.518Z",
"exitedQueue": "2021-10-08T08:11:33.596Z",
"queueExitCategory": "Abandoned",
"queueExitReason": "HangUp",
"targetTimeToAnswer": 10000,
"mediumManager": "VCC",
"interactionPlan": "01999953611",
"presentedSkills": [
"Gold"
],
"queuedPartyTimes": {
"queuedDuration": 7078
},
"agentHandleTimes": {
"total": 16253,
"connected": null,
"wrap": 16253
},
"party": {
"role": "External"
}
},
{
"queueName": "ACD Transfer Line",
"queueType": "ACD",
"interactionGuid": "5a5e59a9-fd04-43d7-97a9-59a512bde481",
"medium": "Phone",
"enteredQueue": "2021-10-08T08:11:29.785Z",
"exitedQueue": "2021-10-08T08:11:33.930Z",
"queueExitCategory": "Answered",
"queueExitReason": "Delivered",
"targetTimeToAnswer": null,
"mediumManager": "VCC",
"interactionPlan": "01999953611",
"presentedSkills": [],
"queuedPartyTimes": {
"queuedDuration": 4145
},
"agentHandleTimes": {
"total": 34435,
"connected": 17894,
"wrap": 16541
},
"party": {
"role": "External"
}
},
{
"queueName": "ACD Support Internal",
"queueType": "ACD",
"interactionGuid": "152a1a89-72ff-4ca4-aa6e-d1d547e657be",
"medium": "Phone",
"enteredQueue": "2021-10-08T08:11:30.258Z",
"exitedQueue": "2021-10-08T08:11:43.686Z",
"queueExitCategory": "Answered",
"queueExitReason": "Delivered",
"targetTimeToAnswer": null,
"mediumManager": "VCC",
"interactionPlan": "01999953611",
"presentedSkills": [],
"queuedPartyTimes": {
"queuedDuration": 13428
},
"agentHandleTimes": {
"total": 57669,
"connected": 26944,
"wrap": 30725
},
"party": {
"role": "Agent"
}
}
],
"upTo": "2021-10-13T15:13:54.143Z"
} |
Each Queue Metrics Each queue metrics item in the collection contains the following parameters:
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