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.
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. |
Most URLs in the example code use the following values:
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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 | 2021-09-20T15:42:39.825Z |
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 start to the value returned in the upTo parameter in the previous request’s response. For more details, see the FAQ (Insights Stats API). |
end
Type | Required | Example |
---|---|---|
Date | False | 2021-09-20T15:47:39.825Z |
The end date and time of the search window. Use ISO 8601 format. Default is now.
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 All.
Paging parameters in Requests (Insights Stats API) apply to this endpoint.
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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:
enteredQueue
in response).enteredQueue
+ queueDuration
values in response.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.Results are sorted by the time that interactions entered queues and then by queue name in ascending order.
Success response code and parameters in Responses (Insights Stats API) apply to a successful 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:
queueExitCategory
will be null.queueExitReason
. The reason the interaction left the queue. Possible values are dependent on queueExitCategory
:
queueExitCategory
is Answered, queueExitReason
is always Delivered.queueExitCategory
is Abandoned, queueExitReason
is always HangUp.queueExitCategory
is Cancelled.queueExitCategory
is Cancelled.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: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.