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The WFM Agent States returned by this endpoint can change during processing by Vonage Contact Center (VCC). If you are polling the endpoint with a search window that is close to the current time, the returned Agent States should replace any previously fetched WFM Agent States that cover the same time period. WFM Agent States returned by a previous request to the endpoint may no longer be valid. You should delete these from your data store before inserting the new states.

WFM Queue Activity

WFM Queue Activity items represent interactions that are in a queue or have left a queue, and include agent handle time metrics for use in WFM integrations. When an interaction enters a queue, Vonage Contact Center (VCC) records the time of entry. When the interaction leaves the queue, VCC records how long the interaction spent in the queue and what happened to the interaction next. After leaving the queue, the connected and wrap times of any agents that handle the interaction will be added to the Queue Activity item until the interaction completes or enters another queue.

Agent handle time metrics for queued callbacks are not available. This is because the interaction that enters and leaves the queue, with media type Phone Callback, is a different interaction to the call that is delivered to the agent.

The GET /wfm/queue-activity endpoint gets information about queue activity and resulting agent handle times. You can poll this endpoint at regular intervals.

Results are sorted by the time that interactions entered queues and then queue name, in ascending order.

WFM Queue Metrics

WFM Queue Metrics represent an interaction interactions that has have left a queue and include agent handle time metrics for use in WFM integrations. When the an interaction enters a queue, Vonage Contact Center (VCC) records the time of entry. When the interaction leaves the queue, VCC records how long the interaction spent in the queue and what happened to the interaction next. After leaving the queue, the connected and wrap times of any agents that handle the interaction will be added to the Queue Metrics entity until the interaction completes or enters another queue.

Agent handle time metrics for queued callbacks are not available. This is because the interaction that enters and leaves the queue, with media type Phone Callback, is a different interaction to the call that is delivered to the agent.

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Results are sorted by the time that interactions entered queues and then queue name, in ascending order.