Get WFM queue activity

The GET /wfm/queue-activity endpoint gets information about activity in queues within an account. This includes how long the interactions were in the queues, why they left those queues, and the total connected and wrap times for agents that handled the interactions after they left the queue.

Headers

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

Authorization scopes supported:

Parameters

The endpoint accepts the following query string parameters:

start

The start date and time of the search window. Use ISO 8601 format.

end

The end date and time of the search window. Use ISO 8601 format. Default is now.

queues

A comma-delimited list of queue names. Default behavior is to return all queues.

queueType

Possible values are:

• All. Returns queue activities for any queue type.
• ACD. Only returns queue activities for ACDs.
• Virtual. Only returns queue activities for virtual queues.

The default value is All.

Pagination

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

Requests

Request queue activities including processed

Request page 2 of queue activities

Request queue activity for queues QueueA and QueueB

Request queues for virtual queues only

Responses

Responses to the GET /wfm/queue-activity return a collection of queue activity items for the specified time period. 

A queue activity item will be returned if any of the following times fall within the search window defined by the start and end parameters:

• Queue entry. The time at which the queue was entered (value of enteredQueue in response).
• Queue exit. The time at which the queue was exited (enteredQueue + queueDuration values in response.
• Queue activity completion. The time at which the queue activity item was finalized (value of completedAt in response). This includes work done by agents who are handling the queue entry. No further updates relating to the queue activity are expected.
• Queue activity update. The time at which the record was updated and a new version of the queue activity became available over this endpoint. (This value does not appear in the response.)

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

Successful response

Success response code and parameters in Responses (Insights Stats API) apply to a successful response.

Example response

{
  "meta": {
    "page": 1,
    "count": 5,
    "pageCount": 1,
    "totalCount": 5
  },
  "items": [
    {
      "queueName": "sales queue",
      "queueType": "ACD",
      "enteredQueue": "2022-07-19T13:06:18.817Z",
      "queueDuration": 8861,
      "queueExitCategory": "Answered",
      "queueExitReason": "Delivered",
      "completedAt": "2022-07-19T13:06:50.060Z",
      "interactionGuid": "199e0eae-07de-557f-a34d-084661ccc0a0",
      "interactionPlan": "01905953611",
      "medium": "Phone",
      "mediumManager": "VCC",
      "presentedSkills": [
        "Sales"
      ],
      "party": {
        "role": "External"
      },
      "agentHandleTimes": {
        "total": 22382,
        "connected": 5868,
        "wrap": 16514
      },
      "targetTimeToAnswer": null,
      "status": "Completed"
    },
    {
      "queueName": "Sales V Queue",
      "queueType": "Virtual",
      "enteredQueue": "2022-07-19T13:06:18.817Z",
      "queueDuration": 8861,
      "queueExitCategory": "Answered",
      "queueExitReason": "Delivered",
      "completedAt": "2022-07-19T13:06:50.060Z",
      "interactionGuid": "199e0eae-07de-557f-a34d-084661ccc0a0",
      "interactionPlan": "01905953611",
      "medium": "Phone",
      "mediumManager": "VCC",
      "presentedSkills": [
        "Sales"
      ],
      "party": {
        "role": "External"
      },
      "agentHandleTimes": {
        "total": 22382,
        "connected": 5868,
        "wrap": 16514
      },
      "targetTimeToAnswer": 60000,
      "status": "Completed"
    },
    {
      "queueName": "APIRouting UCD",
      "queueType": "ACD",
      "enteredQueue": "2022-07-19T13:06:26.672Z",
      "queueDuration": null,
      "queueExitCategory": null,
      "queueExitReason": null,
      "completedAt": null,
      "interactionGuid": "ceebcea6-55ff-540f-a596-6efd82f8f3b1",
      "interactionPlan": "01905953611",
      "medium": "LiveAgent",
      "mediumManager": null,
      "presentedSkills": [],
      "party": {
        "role": "External"
      },
      "agentHandleTimes": {
        "total": null,
        "connected": null,
        "wrap": null
      },
      "targetTimeToAnswer": null,
      "status": "Ongoing"
    },
    {
      "queueName": "Credit ACD",
      "queueType": "ACD",
      "enteredQueue": "2022-07-19T13:06:57.065Z",
      "queueDuration": 9405,
      "queueExitCategory": "Answered",
      "queueExitReason": "Delivered",
      "completedAt": "2022-07-19T13:07:19.548Z",
      "interactionGuid": "c793d222-dd61-5aec-81de-d7bc8861429d",
      "interactionPlan": "01905953611",
      "medium": "Phone",
      "mediumManager": "VCC",
      "presentedSkills": [
        "Gold"
      ],
      "party": {
        "role": "Agent"
      },
      "agentHandleTimes": {
        "total": 13078,
        "connected": 4326,
        "wrap": 8752
      },
      "targetTimeToAnswer": null,
      "status": "Completed"
    },
    {
      "queueName": "ACDLongest",
      "queueType": "ACD",
      "enteredQueue": "2022-07-19T13:07:35.478Z",
      "queueDuration": null,
      "queueExitCategory": null,
      "queueExitReason": null,
      "completedAt": null,
      "interactionGuid": "59dd36eb-2b2e-5c1a-b5cf-37cd6033ef93",
      "interactionPlan": "012345",
      "medium": "Phone",
      "mediumManager": "VCC",
      "presentedSkills": [],
      "party": {
        "role": "External"
      },
      "agentHandleTimes": {
        "total": null,
        "connected": null,
        "wrap": null
      },
      "targetTimeToAnswer": null,
      "status": "Ongoing"
    }
  ],
  "upTo": "2022-07-19T13:07:45.197Z"
} 

Each queue activity 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.

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

• queueDuration. The length of time that the queueing party remained in the queue. Measured in millisecond (ms). This will be null if the party is still queueing.

• 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.
  • If the queue is ongoing, queueExitCategory will be null.

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

  • 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.
  • If the queue is ongoing, queueExitReason will be null.
• completedAt. The time at which the queue activity completed. This means there will be no further updates to the queue activity. completedAt is a UTC date in ISO 8601 format. Whilst the queue activity is ongoing, completedAt will be null.

• interactionGuid. The unique identifier for the interaction.

• interactionPlan. The name or number of the interaction plan.

• medium. The type of communication method.

• mediumManager. The origin application of the interaction, for example, VCC (Vonage Call Centre) or VBC (Vonage Business Cloud).
• presentedSkills. A comma-delimited list of presented skills.

• 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.

• 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. If queueExitReason 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. If queueExitReason 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. If queueExitReason is not Delivered, HangUp, or AgentRecall, wrap will be null.
• targetTimeToAnswer. Target time to answer (TTA)—in milliseconds—associated with the queue. 
• status. Reports on the status of the queue activity. Possible values are:
  • Ongoing. The queue activity is still ongoing and will receive further updates.
  • Completed. The queue activity has completed and will no longer receive further updates.
  • InternalError. There has been an error whilst processing the queue activity which may prevent further updates.