Get WFM queue metrics

The GET /wfm/queue-metrics endpoint gets queue metrics for an account. Queue 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.

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.

include

Determines 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 representing interactions that entered a queue within the specified time period.
• StartedOrEnded. Searches for queue metrics that started or ended within the specified time period.
• Processed. Searches 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 representing interactions that left the queue before the specified time period may be returned.

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

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

queueType

Possible values are:

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

The default value is All.

Pagination

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

Requests

Request queue metrics including processed

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

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

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

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 items for the specified time period. Results are sorted by the time that interactions entered queues and then 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": 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 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 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.

• 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. 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.

• 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.