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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Headers
Header parameters in Requests (Insights Stats API) apply to this endpoint.
Authorization scopes supported:
Scope | Access granted |
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stats | Entire endpoint |
Parameters
The endpoint accepts the following query string parameters:
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Type | Required | Example |
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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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- All. Returns queues of any queue type.
- ACD. Only returns ACDs.
- Virtual. Only returns virtual queues.
The default value is All.
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The default value is All.
Pagination
Paging parameters in Requests (Insights Stats API) apply to this endpoint.
Pagination
Paging parameters in Requests (Insights Stats API) apply to this endpoint.
Requests
Request queue metrics including processed
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curl -L -X GET "https://***.api.newvoicemedia.com/stats/wfm/queue-metrics?start=2021-12-01T14:18:23.857Z&end=2021-12-11T14:18:23.857Z&include=Processed" \
-H "Authorization: bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v3+json" |
Request page 2 of queue metrics
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curl -L -X GET "https://***.api.newvoicemedia.com/stats/wfm/queue-metrics?start=2021-12-01T14:18:23.857Z&end=2021-12-11T14:18:23.857Z&page=2" \
-H "Authorization: bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v3+json" |
Request queue metrics for QueueA and QueueB
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curl -L -X GET "https://***.api.newvoicemedia.com/stats/wfm/queue-metrics?start=2021-12-01T14:18:23.857Z&end=2021-12-11T14:18:23.857Z&queues=QueueA,QueueB" \
-H "Authorization: bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v3+json" |
Request queue metrics for Virtual queues only
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curl -L -X GET "https://***.api.newvoicemedia.com/stats/wfm/queue-metrics?start=2021-12-01T14:18:23.857Z&end=2021-12-11T14:18:23.857Z&queueType=Virtual" \
-H "Authorization: bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v3+json" |
Responses
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:
queueName
. The name of the queue, as configured in the Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet in the Vonage Contact Center (VCC) Admin Portal.queueType
. The type of queue. Possible values are: ACD or Virtual.interactionGuid
. The unique identifier for the interaction.medium
. The type of communication method.enteredQueue
. The time when the interaction entered the queue.enteredQueue
is a UTC date in ISO 8601 format.exitedQueue
. The time when the interaction exited the queue.exitedQueue
is a UTC date in ISO 8601 format.queueExitCategory
. The category of reason for the interaction leaving the queue. Possible values are:- Answered. The interaction was connected to an agent.
- Abandoned. The party who was queuing hung up while in the queue.
- Breakout. Queuing was ended by the interaction triggering a breakout, either voluntarily by the queuing party, or through configured settings within the queue itself.
- Cancelled. An agent consulting to a different queue chose to stop queuing, either by ending the consult and recalling the caller from hold, or by transferring the caller into the queue.
queueExitReason
. The reason the interaction left the queue. Possible values are dependent onqueueExitCategory
:- Delivered. If
queueExitCategory
is Answered,queueExitReason
is always Delivered. - HangUp. If
queueExitCategory
is Abandoned,queueExitReason
is always HangUp. - VoluntaryBreakout. The party who was queuing chose to leave the queue when offered to do so.
- QueueCapacityBreakout. The queue was at the configured maximum capacity so VCC routed the interaction out of the queue.
- QueueTimeBreakout. The interaction had queued for the maximum amount of allowed time so VCC routed the interaction out of the queue.
- NoAgentsBreakout. No agents were available to serve the queue so VCC routed the interaction out of the queue.
- MaxEstimatedWaitTimeBreakout. The estimated wait time for an agent to handle the interaction exceeded the configured maximum so VCC routed the interaction out of the queue.
- AgentDeclineBreakout. The agent declined the interaction.
- AgentTransfer. The queuing agent transferred the party on hold into the queue and left the interaction,
queueExitCategory
is Cancelled. - AgentRecall. The queuing agent canceled the queue event and recalled the customer,
queueExitCategory
is Cancelled.
- Delivered. If
targetTimeToAnswer
. Target time to answer (TTA)—in milliseconds—associated with the queue.mediumManager
. The origin application of the interaction, e.g. VCC (Vonage Call Centre) or VBC (Vonage Business Cloud).interactionPlan
. The name or number of the interaction plan.presentedSkills
. A comma-delimited list of presented skills.queuedPartyTimes
.queuedPartyTimes
contains information about how long the queuing party was in the queue:queuedDuration
. A length of time, measured in milliseconds which indicates exactly how long the interaction spent in the queue.
agentHandleTimes
.agentHandleTimes
contains information about the time spent by agents handling the interaction after it left the queue:total
. A length of time, measured in milliseconds which indicates the total connected and wrap time of agents handling this interaction after it left the queue. IfqueueExitReason
is not Delivered, HangUp, or AgentRecall,total
will be null.connected
. A length of time, measured in milliseconds which indicates the total connected time of agents handling this interaction after it left the queue. IfqueueExitReason
is not Delivered,connected
will be null.wrap
. A length of time, measured in milliseconds which indicates the total wrap time of agents handling this interaction after it left the queue. IfqueueExitReason
is not Delivered, HangUp, or AgentRecall,wrap
will be null.
party
.party
contains information about which party role entered the queue:role
. The role of the party. Possible values are:- External. Most commonly indicates the customer’s channel, but any call to a number not linked to an agent will show as External.
- Agent. Indicates the VCC agent’s channel.
- Null. Reserved for future use.
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