Retrieves the information about the current messaging queue state (and all its related metrics) in the account and skill level

Notes:

  1. The messaging queue data is currently not available by default, in order to enable the data flow please contact your account manager.

  2. These methods are subject to Rate-Limiting policies. This means that the maximum number of concurrent requests is limited on the server side. As most incoming requests are measured in seconds, the likelihood of your requests actually encountering an issue is rare; however, if you do encounter a limit, you can expect to receive a 429 status code in an error response from the server.

If your request is throttled in this manner, it is recommended that you provide a window of at least 1 second in between subsequent request retries. Clients who submit "bursty" traffic patterns to UMS may face rate-limiting issues, so it is recommended to smoothen traffic to a more distributed pattern whenever possible.

  1. Limitation: in order for the queue data to appear, there must be at least one agent logged in to LE.

  2. Overdue metrics (like overdueConversationsInQueue for example) will be calculated only for conversations that have started in the last four days.

Request

Method URL
GET https://{domain}/operations/api/account/{accountID}/msgqueuehealth/current/?skillIds=&v=

URL Parameters

Name Description Type / Value Required
v Version of API, for example, v=1. numeric required
fromMillis The start time in epoch time (in milliseconds ), which data can be filtered by. The maximum value is 72 hours before the current time. numeric required only if the version is 2
toMillis The end time in epoch time (in milliseconds ), which data can be filtered by. The maximum value is the current time. numeric required only if the version is 2
skillIds When provided, metrics on the response will be grouped by the requested skills. When not provided, defaults to 'all' skills. You can provide one or more skillIDs.
Example: skillIds=4,153. To retrieve all skills active for the time period, use skillIds=all or do not specify this parameter at all.		 numeric, comma separated optional
overdueConversations When set to true, metrics in the response will also contain overdue conversations metrics. Defaults to false. For example: overdueConversations=true boolean optional
breakdown When set to false, metrics in the response will not contain skills breakdown, only total values. Defaults to true. For example: breakdown=false boolean optional
metrics When provided, response metrics will be filtered only by the requested metric. Possible values: queue, waittimes, overdue, all. example: metrics=queue,overdue. Default if not specified will return only queue and waittimes metrics. string, comma separated optional
groupIds When provided, the overdueConversationsAssigned metric on the response will be filtered by the list provided. You can provide one or more agent group IDs.
Example: groupIds=123,124. To filter by all group IDs (which are allowed depending on the requesting user's permission), use groupIds=all. Default value is null and no filtering will occur.		 numeric, comma separated optional

Response

JSON Example

Request by skillIds=12,13 and overdueConversations=true

    {
        "skillsMetrics": {
            "12": {
                "time": 1516277646515,
                "unassignedConversations": 34,
                "actionableConversations": 10,
                "notActionableConversations": 14,
                "actionableAndManualSla": 7,
                "actionableAndDuringTransfer": 6,
                "actionableAndConsumerLastMessage": 3,
                "notActionableDuringTransfer": 0,
                "notActionableAndManualSla": 0,
                "unassignedConversationsAndFirstTimeConsumer": 4,
                "avgWaitTimeForAgentAssignment_NewConversation": 159,
                "avgWaitTimeForAgentAssignment_AfterTransfer": 171,
                "maxWaitTimeForAgentAssignment": 274,
                "waitTimeForAgentAssignment_50thPercentile": 160,
                "waitTimeForAgentAssignment_90thPercentile": 150,
                "overdueConversationsInQueue": 0,
                "overdueConversationsAssigned": 2,
                "overdueConversationsTotal": 2
            },
            "13": {
                "time": 1516277646515,
                "unassignedConversations": 2,
                "actionableConversations": 2,
                "notActionableConversations": 0,
                "actionableAndManualSla": 2,
                "actionableAndDuringTransfer": 2,
                "actionableAndConsumerLastMessage": 0,
                "notActionableDuringTransfer": 0,
                "notActionableAndManualSla": 0,
                "unassignedConversationsAndFirstTimeConsumer": 0,
                "avgWaitTimeForAgentAssignment_NewConversation": 300,
                "avgWaitTimeForAgentAssignment_AfterTransfer": 245,
                "maxWaitTimeForAgentAssignment": 370,
                "waitTimeForAgentAssignment_50thPercentile": 220,
                "waitTimeForAgentAssignment_90thPercentile": 240,
                "overdueConversationsInQueue": 1,
                "overdueConversationsAssigned": 0,
                "overdueConversationsTotal": 1
            }
        },
        "metricsTotal": {
            "unassignedConversations": 36,
            "actionableConversations": 12,
            "notActionableConversations": 14,
            "actionableAndManualSla": 9,
            "actionableAndDuringTransfer": 2,
            "actionableAndConsumerLastMessage": 3,
            "notActionableDuringTransfer": 0,
            "notActionableAndManualSla": 0,
            "unassignedConversationsAndFirstTimeConsumer": 4,
            "avgWaitTimeForAgentAssignment_NewConversation":272,
            "avgWaitTimeForAgentAssignment_AfterTransfer": 233,
            "maxWaitTimeForAgentAssignment": 370,
            "waitTimeForAgentAssignment_50thPercentile":  170,
            "waitTimeForAgentAssignment_90thPercentile": 224,
            "overdueConversationsInQueue": 1,
            "overdueConversationsAssigned": 2,
            "overdueConversationsTotal": 3
        }
    }

Elements in the Response

All metrics under the hierarchy of 'skillsMetrics' represent the most recent values for each skill. Metrics under the 'metricsTotal' entity will contain the summation of all skills listed. In case there is no relevant data on metrics the default value is -1.

Name Description Type / Value
skillsMetrics An array of skills with their metrics. element
metricsTotals The total metrics for all requested skills.
When interval is provided: Total metrics for all requested skills per each interval.		 element
skill id When skillIDs value(/s) provided: The skill ID. long
The following metrics present the most recent queue metrics.    
time The timestamp representing the 'freshness' of the returned data.
Will return the timestamp associated with the most recent data.		 long
unassignedConversations The number of unassigned conversations.
Equal to the number of actionable conversation + not actionable conversation.		 long
actionableConversations The number of actionable conversations. long
notActionableConversations The number of not actionable conversations. long
actionableAndManualSla The number of actionable conversations that have a manual SLA on them. long
actionableAndDuringTransfer The number of actionable conversations that were transferred. long
actionableAndConsumerLastMessage The number of actionable conversations in which the consumer wrote the last message. long
notActionableDuringTransfer The number of not actionable conversations that were transferred. long
notActionableAndManualSla The number of not actionable conversations that have a manual SLA on them. long
The following metrics present current wait times statistics per skill for conversations that have been opened in the last 24 hours and are also currently in queue (have not been assigned). Conversation that are in queue and have been opened prior to 24 hours ago will be ignored.    
avgWaitTimeForAgentAssignment_NewConversation The average number of milliseconds a new conversation waiting in the queue (unassigned) for the first agent to be assigned to it. long
avgWaitTimeForAgentAssignment_AfterTransfer The average number of milliseconds a transferred conversation waited in queue (unassigned) for the next agent to be assigned to it. This metrics measures for transfers back-to-queue and skill-to-skill. long
maxWaitTimeForAgentAssignment The maximum number of milliseconds a conversation waiting in queue (unassigned) for an agent to be assigned to it. long
waitTimeForAgentAssignment_50thPercentile 50% of the conversations in the queue (unassigned) waited to be assigned for less time than this value, i.e. the median wait time in queue. long
waitTimeForAgentAssignment_90thPercentile 90% of the conversations in the queue (unassigned) waited to be assigned for less time than this value. long
avgWaitTimeForAgentAssignment_AfterTransferFromAgent The average number of milliseconds a transferred conversation waiting in queue (unassigned) for the next agent to be assigned to it after it was sent back-to-queue, transferred to another skill or transferred to specific agent. long
maxWaitTimeForAgentAssignment_AfterTransferFromAgent The maximum number of milliseconds a conversation waiting in queue (unassigned) for the next agent to be assigned to it, after it was transferred to a specific agent. This includes cases when destination agent is not available and the conversation is picked up by a fallback agent. long
The following metrics present the overdue conversation. It includes conversations that have been created in the last 5 daysConversation.    
overdueConversationsInQueue The number of overdue conversations that are in the queue. long
overdueConversationsAssigned The number of overdue conversations that are assigned to an agent. long
overdueConversationsTotal The total number of conversations that are overdue (sum of inQueue + assigned). long