Retrieves information about the state of the queue (with all related metrics) for up to the last 24 hours at the account or skill level.

Note:

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

  2. This method is subject to Rate Limiting. This means that the maximum number of concurrent requests is limited on the server side. As most requests are in milliseconds, the likelihood of your requests actually encountering an issue is rare but should that happen, you can expect to receive a 429 Status Code from the server.

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

Request

Method URL
GET https://<domain>/operations/api/account/{accountID}/msgqueuehealth?timeframe=<timeframe in minutes>&skillIds=<skillIDs>&interval=<interval size in minutes>&v=<version>

URL Parameters

Name Description Type / Value Required
timeframe The time range (in minutes) in which the data can be filtered. Where end time = current time, and start time = end time - timeframe. The maximum timeframe value is 1440 minutes (24 hours). numeric required
v Version of API, for example, v=1. numeric required
skillIds When provided, metrics on the response will be grouped by the requested skills. When not provided, metrics on the response will be calculated for 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
interval Interval size in minutes (the minimum value is five minutes). When provided, the returned data will be aggregated by intervals of the requested size. The interval has to be smaller or equal to the time frame and also a divisor of the time frame.
Example:
timeframe=60&interval=30 (correct)
timeframe=60&interval=61 (bad request)
timeframe=60&interval=31 (bad request)
numeric optional

Response

JSON Example

Request by skillIds=12,13 (no interval), timeframe=180

    {
        "skillsMetrics": {
            "12": {
                "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

            },
            "13": {
                "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

            }
        },
        "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


        }
    }

Request by skillIds=12,13 interval=60, timeframe=180

    {
        "metricsByIntervals": [
            {
                "timestamp": 1516261915679,

                       "skillsMetrics": {
                           "12": {
                               "unassignedConversations": 50,
                               "actionableConversations": 25,
                               "notActionableConversations": 25,
                               "actionableAndManualSla": 22,
                               "actionableAndDuringTransfer": 23,
                               "actionableAndConsumerLastMessage": 7,
                               "notActionableDuringTransfer": 0,
                               "notActionableAndManualSla": 0,
                               "unassignedConversationsAndFirstTimeConsumer": 30,
                               "avgWaitTimeForAgentAssignment_NewConversation": 33,
                               "avgWaitTimeForAgentAssignment_AfterTransfer": 483,
                               "maxWaitTimeForAgentAssignment": 999,
                               "waitTimeForAgentAssignment_50thPercentile": 340,
                               "waitTimeForAgentAssignment_90thPercentile": 420                       
                           },
                           "13": {
                               "unassignedConversations": 4,
                               "actionableConversations": 4,
                               "notActionableConversations": 0,
                               "actionableAndManualSla": 4,
                               "actionableAndDuringTransfer": 2,
                               "actionableAndConsumerLastMessage": 0,
                               "notActionableDuringTransfer": 0,
                               "notActionableAndManualSla": 0,
                               "unassignedConversationsAndFirstTimeConsumer": 4,
                               "avgWaitTimeForAgentAssignment_NewConversation": 234,
                               "avgWaitTimeForAgentAssignment_AfterTransfer": 765,
                               "maxWaitTimeForAgentAssignment": 1011,
                               "waitTimeForAgentAssignment_50thPercentile": 520,
                               "waitTimeForAgentAssignment_90thPercentile": 670                                 
                           }
                       },
                       "metricsTotal": {
                           "unassignedConversations": 54,
                           "actionableConversations": 29,
                           "notActionableConversations": 25,
                           "actionableAndManualSla": 26,
                           "actionableAndDuringTransfer": 25,
                           "actionableAndConsumerLastMessage": 7,
                           "notActionableDuringTransfer": 0,
                           "notActionableAndManualSla": 0,
                           "unassignedConversationsAndFirstTimeConsumer": 34,
                           "avgWaitTimeForAgentAssignment_NewConversation": 62,
                           "avgWaitTimeForAgentAssignment_AfterTransfer": 320,
                           "maxWaitTimeForAgentAssignment": 1011,
                           "waitTimeForAgentAssignment_50thPercentile": 420,
                           "waitTimeForAgentAssignment_90thPercentile": 550                             
                       }
                },
            {
                "timestamp": 1516258315679,
                       "skillsMetrics": {
                           "12": {
                               "unassignedConversations": 0,
                               "actionableConversations": 0,
                               "notActionableConversations": 0,
                               "actionableAndManualSla": 0,
                               "actionableAndDuringTransfer": 0,
                               "actionableAndConsumerLastMessage": 0,
                               "notActionableDuringTransfer": 0,
                               "notActionableAndManualSla": 0,
                               "unassignedConversationsAndFirstTimeConsumer": 0,
                               "avgWaitTimeForAgentAssignment_NewConversation":123,
                               "avgWaitTimeForAgentAssignment_AfterTransfer": 344 ,
                               "maxWaitTimeForAgentAssignment": 555,
                               "waitTimeForAgentAssignment_50thPercentile":  160,
                               "waitTimeForAgentAssignment_90thPercentile": 220                       

                           },
                           "13": {
                               "unassignedConversations": 12,
                               "actionableConversations": 2,
                               "notActionableConversations": 10,
                               "actionableAndManualSla": 2,
                               "actionableAndDuringTransfer": 2,
                               "actionableAndConsumerLastMessage": 0,
                               "notActionableDuringTransfer": 0,
                               "notActionableAndManualSla": 0,
                               "unassignedConversationsAndFirstTimeConsumer": 0,
                               "avgWaitTimeForAgentAssignment_NewConversation":12,
                               "avgWaitTimeForAgentAssignment_AfterTransfer": 34 ,
                               "maxWaitTimeForAgentAssignment": 55,
                               "waitTimeForAgentAssignment_50thPercentile":  16,
                               "waitTimeForAgentAssignment_90thPercentile": 22                                  
                           }
                       },
                       "metricsTotal": {
                           "unassignedConversations": 12,
                           "actionableConversations": 2,
                           "notActionableConversations": 10,
                           "actionableAndManualSla": 2,
                           "actionableAndDuringTransfer": 2,
                           "actionableAndConsumerLastMessage": 0,
                           "notActionableDuringTransfer": 0,
                           "notActionableAndManualSla": 0,
                           "unassignedConversationsAndFirstTimeConsumer": 0,
                           "avgWaitTimeForAgentAssignment_NewConversation":70,
                           "avgWaitTimeForAgentAssignment_AfterTransfer": 160 ,
                           "maxWaitTimeForAgentAssignment": 555,
                           "waitTimeForAgentAssignment_50thPercentile":  99,
                           "waitTimeForAgentAssignment_90thPercentile": 130                              
                       }
                },
            {
                "timestamp": 1516254715679,
                "metricsData": {
                "skillsMetrics": {
                    "12": {
                        "unassignedConversations": 1,
                        "actionableConversations": 1,
                        "notActionableConversations": 0,
                        "actionableAndManualSla": 1,
                        "actionableAndDuringTransfer": 0,
                        "actionableAndConsumerLastMessage": 0,
                        "notActionableDuringTransfer": 0,
                        "notActionableAndManualSla": 0,
                        "unassignedConversationsAndFirstTimeConsumer": 0,
                        "avgWaitTimeForAgentAssignment_NewConversation":700,
                        "avgWaitTimeForAgentAssignment_AfterTransfer": 1600,
                        "maxWaitTimeForAgentAssignment": 5550,
                        "waitTimeForAgentAssignment_50thPercentile":  990,
                        "waitTimeForAgentAssignment_90thPercentile": 870                           

                    },
                    "13": {
                        "unassignedConversations": 0,
                        "actionableConversations": 0,
                        "notActionableConversations": 0,
                        "actionableAndManualSla": 0,
                        "actionableAndDuringTransfer": 0,
                        "actionableAndConsumerLastMessage": 0,
                        "notActionableDuringTransfer": 0,
                        "notActionableAndManualSla": 0,
                        "unassignedConversationsAndFirstTimeConsumer": 0,
                        "avgWaitTimeForAgentAssignment_NewConversation":333,
                        "avgWaitTimeForAgentAssignment_AfterTransfer": 444,
                        "maxWaitTimeForAgentAssignment": 555,
                        "waitTimeForAgentAssignment_50thPercentile":  333,
                        "waitTimeForAgentAssignment_90thPercentile": 384                         
                    }
                },
                "metricsTotal": {
                    "unassignedConversations": 1,
                    "actionableConversations": 1,
                    "notActionableConversations": 0,
                    "actionableAndManualSla": 1,
                    "actionableAndDuringTransfer": 0,
                    "actionableAndConsumerLastMessage": 0,
                    "notActionableDuringTransfer": 0,
                    "notActionableAndManualSla": 0,
                    "unassignedConversationsAndFirstTimeConsumer": 0,
                    "avgWaitTimeForAgentAssignment_NewConversation":520,
                    "avgWaitTimeForAgentAssignment_AfterTransfer": 490,
                    "maxWaitTimeForAgentAssignment": 5550,
                    "waitTimeForAgentAssignment_50thPercentile":  500,
                    "waitTimeForAgentAssignment_90thPercentile": 600                      
                }
                }
            }
        ],
        "timeframeSummary":
        {
               "skillsMetrics": {
                   "12": {
                       "unassignedConversations": 34,
                       "actionableConversations": 10,
                       "notActionableConversations": 14,
                       "actionableAndManualSla": 7,
                       "actionableAndDuringTransfer": 6,
                       "actionableAndConsumerLastMessage": 3,
                       "notActionableDuringTransfer": 0,
                       "notActionableAndManualSla": 0,
                       "unassignedConversationsAndFirstTimeConsumer": 4,
                       "avgWaitTimeForAgentAssignment_NewConversation":622,
                       "avgWaitTimeForAgentAssignment_AfterTransfer": 576,
                       "maxWaitTimeForAgentAssignment": 5550,
                       "waitTimeForAgentAssignment_50thPercentile":  655,
                       "waitTimeForAgentAssignment_90thPercentile": 734                            

                   },
                   "13": {
                       "unassignedConversations": 2,
                       "actionableConversations": 2,
                       "notActionableConversations": 0,
                       "actionableAndManualSla": 2,
                       "actionableAndDuringTransfer": 2,
                       "actionableAndConsumerLastMessage": 0,
                       "notActionableDuringTransfer": 0,
                       "notActionableAndManualSla": 0,
                       "unassignedConversationsAndFirstTimeConsumer": 0,
                       "avgWaitTimeForAgentAssignment_NewConversation":700,
                       "avgWaitTimeForAgentAssignment_AfterTransfer": 676,
                       "maxWaitTimeForAgentAssignment": 1011,
                       "waitTimeForAgentAssignment_50thPercentile":  588,
                       "waitTimeForAgentAssignment_90thPercentile": 797                        
                   }
               },
               "metricsTotal": {
                   "unassignedConversations": 36,
                   "actionableConversations": 12,
                   "notActionableConversations": 14,
                   "actionableAndManualSla": 9,
                   "actionableAndDuringTransfer": 2,
                   "actionableAndConsumerLastMessage": 3,
                   "notActionableDuringTransfer": 0,
                   "notActionableAndManualSla": 0,
                   "unassignedConversationsAndFirstTimeConsumer": 4,
                   "avgWaitTimeForAgentAssignment_NewConversation":723,
                   "avgWaitTimeForAgentAssignment_AfterTransfer": 721,
                   "maxWaitTimeForAgentAssignment": 5550,
                   "waitTimeForAgentAssignment_50thPercentile":  600,
                   "waitTimeForAgentAssignment_90thPercentile": 785                      
               }
        }
    }

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 When skillIDs are provided: An array of skills with their metrics.
When interval size is provided: The response will have the skillsMetrics element in each interval representing the data for the related interval.
There will also be a skillsMetrics element at the end of the response, representing the data of the whole requested time frame.
If there is no data for a specific skill, it will not be included in the array.
If there is no data for any of the skills, this member will have an empty element as value.
element
metricsTotals The total metrics for all requested skills.
When interval is provided: Total metrics for all requested intervals.
If skill/sID/s are requested and there is no data for any of them, this element will still include all of the metrics with value zero.
Note: Totals may not add up due to rounding differences.
element
skill id When skillIDs value(/s) provided: The skill ID. long
timeframeSummary When interval is provided in the request, this entity will contain data for the entire timeframe, similar to the response when requesting with no intervals.
Note that the averages values for the entire timeframe will NOT be equal to the summation of totals under each interval.
element
timestamp When interval size is provided in the request, the response will be partitioned by intervals. The timestamp is the UTC timestamp in milliseconds representing the start time of the interval.
Example : Interval size: 10 min. Interval start and end time: 18/01/2018 08:25:32 - 18/01/2018 08:35:32. Timestamp: 1516263932000.
Intervals are not rounded, and will be determined by the time the request was made.
Example: Request was made at current time (now): 8:51:55, with interval=60 and timeframe=120 parameters specified.
The response will contain two intervals, latest representing data from 7:51:55-8:51:55 (timestamp of 7:51:55), and the earliest representing data from 6:51:55-7:51:55 (timestamp of 6:51:55).
long
unassignedConversations The number of unassigned conversations.
Equal to the number of actionable conversation + not actionable conversation
double
actionableConversations The number of actionable conversations. double
notActionableConversations The number of not actionable conversations. double
actionableAndManualSla The number of actionable conversations that have a manual SLA on them. double
actionableAndDuringTransfer The number of actionable conversations that were transferred. double
actionableAndConsumerLastMessage The number of actionable conversations in which the consumer wrote the last message. double
notActionableDuringTransfer The number of not actionable conversations that were transferred. double
notActionableAndManualSla The number of not actionable conversations that have a manual SLA on them. double
avgWaitTimeForAgentAssignment_NewConversation The average number of milliseconds a new conversation is 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 is waiting in the 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 is waiting in the 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