Page Comparison

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Headers

Header parameters in Requests (Insights Stats API) apply to this endpoint.

Authorization scopes supported:

Parameters

The endpoint accepts the following query string parameters:

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Paging parameters in Requests (Insights Stats API) apply to this endpoint.

Requests

Request queue times including processed

curl -L -X GET "https://***.api.newvoicemedia.com/stats/queue-times?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 times

curl -L -X GET "https://***.api.newvoicemedia.com/stats/queue-times?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"

Responses

Responses to the GET /queue-times contain a collection of Queue Time 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": [
    {
      "start": "2019-12-23T09:55:21.791Z",
      "interactionGuid": "016f3105-0854-43e2-9d2a-33ef02aff410",
      "medium": "Phone",
      "mediumManager": "VCC",
      "interactionPlan": "0123456789",
      "queue": "ACD1",
      "type": "ACD",
      "presentedSkills": [
        "Billing"
      ],
      "category": "Answered",
      "reason": "Delivered",
      "duration": 5189,
      "targets": null,
      "party": {
            "role": "External",
      }
    },
    {
      "start": "2019-12-23T09:55:21.791Z",
      "interactionGuid": "016f3105-0854-43e2-9d2a-33ef02aff410",
      "medium": "Phone",
      "mediumManager": "CC",
      "interactionPlan": " 0123456789",
      "queue": "VirtualQueue1",
      "type": "Virtual",
      "presentedSkills": [
        "Billing"
      ],
      "category": "Answered",
      "reason": "Delivered",
      "duration": 5189,
      "targets": {
        "targetTimeToAnswer": 5000
      },
      "party": {
            "role": "Agent",
      }
    },
    {
      "start": "2019-12-23T10:32:05.133Z",
      "interactionGuid": "016f3105-085f-4db1-be2e-b1ec61d0c6f5",
      "medium": "Phone",
      "mediumManager": "VCC",
      "interactionPlan": "0123456789",
      "queue": "ACD1",
      "type": "ACD",
      "presentedSkills": [
        "Billing"
      ],
      "category": "Breakout",
      "reason": "NoAgentsBreakout",
      "duration": 982,
      "targets": null,
      "party": {
            "role": "External",
      }
    },
    {
      "start": "2019-12-23T10:54:57.920Z",
      "interactionGuid": "016f3105-0866-463a-a9b3-16211aba205a",
      "medium": "Phone",
      "mediumManager": "VCC",
      "interactionPlan": "0123456789",
      "queue": "ACD1",
      "type": "ACD",
      "presentedSkills": [
        "Billing"
      ],
      "category": "Abandoned",
      "reason": "HangUp",
      "duration": 7044,
      "targets": null,
      "party": {
            "role": "Agent",
      }
    }
  ],
  "upTo": "2019-12-23T10:56:38.831Z",
  "latestUpdate": "2019-12-23T10:56:30.831Z"
}

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Each

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Queue

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Time

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item

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in

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the

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collection

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contains

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the

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following

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parameters:

• start. The time when the interaction entered the queue. start is a UTC date in ISO 8601 format.

• interactionGuid. The unique identifier for the interaction.

• medium. The type of communication method.

• 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.

• queue. 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.

• type. The type of queue. Possible values are: “ACD” or “Virtual”.

• presentedSkills. A comma-delimited list of presented skills.

• category. 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.

• reason. The reason the interaction left the queue. Possible values are dependent on category:

  • Delivered. If category is Answered, reason is always Delivered.
  • HangUp. If category is Abandoned, reason 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, category is Cancelled.
  • AgentRecall. The queuing agent canceled the queue event and recalled the customer, category is Cancelled.

• duration. A length of time, measured in milliseconds which indicates exactly how long the interaction spent in the queue.

• targets. A container for queue targets. Only applicable to queues with type of ‘Virtual’; for queues with type of ‘ACD’, targets is null.

  • targetTimeToAnswer. Target time to answer (TTA)—in milliseconds—associated with the queue.

• 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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We aim to minimise the delay so that the Insights Stats API data is as up-to-date as possible, but the delay may increase during busy periods or service disruption. If you require near real-time statistics, the latestUpdate value may be useful so you can respond appropriately to any delay.