The GET /queue-times
endpoint gets Queue Times for an account. Queue Times include information for all interactions entering queues in an account. This information includes how long the interactions were in the queues, and why they left those queues.
Header parameters in Requests (Insights Stats API) apply to this endpoint.
Authorization scopes supported:
Scope | Access granted |
---|---|
stats | Entire endpoint |
The endpoint accepts the following query string parameters:
start
Type | Required | Example |
---|---|---|
Date | True | 2019-12-20T15:42:39.825Z |
The start date and time of the search window. Use ISO 8601 format.
If you plan to poll this endpoint, we recommend that you set |
end
Type | Required | Example |
---|---|---|
Date | False | 2019-12-20T15:47:39.825Z |
The end date and time of the search window. Use ISO 8601 format. Default is now.
include
Type | Required | Example |
---|---|---|
String | False | Started |
Determines which Queue Times to include in the response.
The value dictates which values are searched for within the specified time. Possible values are:
If you plan to poll this endpoint then we recommend specifying Processed. Using Processed removes the need for any offset and ensures that you receive all data. Note, using the StartedOrEnded or Processed values can result in duplicate items being returned across search windows.
The default value is Started.
queues
Type | Required | Example |
---|---|---|
String | False | QueueA, QueueB, QueueC |
A comma-delimited list of queue names. Default behavior is to return all queues.
queueType
Type | Required | Example |
---|---|---|
String | False | Virtual |
Possible values are:
The default value is ACD.
Paging parameters in Requests (Insights Stats API) apply to this endpoint.
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" |
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 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.
Success response code and parameters in Responses (Insights Stats API) apply to a successful response.
{ "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" } |
Each Queue Time item in the collection contains the following 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:
reason
. The reason the interaction left the queue. Possible values are dependent on category
:
category
is Answered, reason
is always Delivered.category
is Abandoned, reason
is always HangUp.category
is Cancelled.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:latestUpdate
After the list of Queue Time items, the response returns a latestUpdate
parameter. The value of latestUpdate
is the time of the most recent event that is available using the Insights Stats API.
The difference between the current time and the latestUpdate
represents the delay between an event, and the corresponding statistic being available.
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.