Aggregated overview of queues, including a summary
GET {{httptype}}://{{IP}}/mot/{{miralixAccount}}/queues/aggregated?filter=ids&values={{callsQueueId}},{{taskQueueId}}
Get an overview of several queues selected based on a filter, as well as a summary of these queues.
HTTP GET: /queues/aggregated or /queues/aggregated?filter={filter}&values={comma separated list of values}
| Parameter | Value | Description |
|---|---|---|
| filter | tagsOr, tagsAnd, ids | Filter based on tags or ID's. tagsOr – At least one tag on the queue must be in filter tagsAnd – All tags on the queue must be in filter ids – Comma separate list of queue ID's It is possible to omit the Filter parameter. Then no filter will be applied and all queues will be included. |
| values | {String} | Comma separate list of values. Must match the selected filter. So, if ID's are selected as the filter, then values must be a list of integers. It is only possible to omit the Values parameter when the Filter parameter has been omitted. |
Example
https://192.168.1.10/mot/greenbox/queues/aggregated?filter=tagsAnd&values=support,sales - Get an overview of queues with the tag “support” and “sales”
https://192.168.1.10/mot/greenbox/queues/aggregated?filter=tagsOr&values=support,sales,marketing - Get an overview of queues with the tag “support”, “sales” or “marketing”
https://192.168.1.10/mot/greenbox/queues/aggregated?filter=ids&values=12,301,56 - Get an overview of queues with ID 12, 56 and 301.
https://192.168.1.10/mot/greenbox/queues/aggregated - Get an overview of all queues.
Result
- 200 OK - Overview of the queues that meet the filter requirements, as well as summary of these queues.
- 400 Bad Request - One or more parameters are not valid.
- 403 Forbidden - Missing required License to access this request.
- 500 Internal Server Error - Internal processing error.
JSON result
| Parameter | Value | Description |
|---|---|---|
| QueueCount | {Integer} | Number of queues matching the used filter |
| Queues | {array} | Array of queues |
| ↳ ReadyAgents | {Integer} | Number of agents ready |
| ↳ PausedAgents | {Integer} | Number of paused agents in queue |
| ↳ BusyAgents | {Integer} | Number of busy agents in queue |
| ↳ CurrentAvgQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time for inquiries currently in the queue. |
| ↳ CurrentLongestQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Longest waiting time for inquiries currently in the queue. |
| ↳ TotalCallsDay | {Integer} | Number of inquiries today, so far |
| ↳ TotalCallsWeek | {Integer} | Number of inquiries this week, so far |
| ↳ TotalCallsMonth | {Integer} | Number of inquiries this month, so far |
| ↳ HandledCallsDay | {Integer} | Number of inquiries handled by an agent today, so far |
| ↳ HandledCallsWeek | {Integer} | Number of inquiries handled by an agent this week, so far |
| ↳ HandledCallsMonth | {Integer} | Number of inquiries handled by an agent this month, so far |
| ↳ UnhandledCallsDay | {Integer} | Number of inquiries that left the queue, before they were handled by an agent today, so far |
| ↳ UnhandledCallsWeek | {Integer} | Number of inquiries that left the queue, before they were handled by an agent this week, so far |
| ↳ UnhandledCallsMonth | {Integer} | Number of inquiries that left the queue, before they were handled by an agent this month, so far |
| ↳ ServiceLevelDay | {Integer} | Service level in % today, so far |
| ↳ ServiceLevelWeek | {Integer} | Service level in % this week, so far |
| ↳ ServiceLevelMonth | {Integer} | Service level in % this month, so far |
| ↳ WithinServiceLevelDay | true, false | Has the service level for today been complied with, so far |
| ↳ WithinServiceLevelWeek | true, false | Has the service level for this week been complied with, so far |
| ↳ WithinServiceLevelMonth | true, false | Has the service level for this month been complied with, so far |
| ↳ AvgQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time so far today, for inquiries that is no longer in the queue |
| ↳ AvgQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time so far this week, for inquiries that is no longer in the queue |
| ↳ AvgQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time so far this month, for inquiries that is no longer in the queue |
| ↳ AvgConversationTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time so far today, for inquiries accepted by agents |
| ↳ AvgConversationTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time so far this week, for inquiries accepted by agents |
| ↳ AvgConversationTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time so far this month, for inquiries accepted by agents |
| ↳ LongestQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | The longest waiting time so far today, for the inquiries that is no longer in the queue |
| ↳ LongestQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | The longest waiting time so far this week, for the inquiries that is no longer in the queue |
| ↳ LongestQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | The longest waiting time so far this month, for the inquiries that is no longer in the queue |
| ↳ ConfiguredServiceLevel | {Integer} | The service level in % used to determine whether the queue has been within the service level |
| ↳ Tags | {array} | Array of selected tags on the queue |
| ↳↳ Queue tag | {String} | |
| ↳ CurrentAvgQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average queue waiting time so far today, for all inquiries currently in the queue and inquiries that is no longer in the queue |
| ↳ Id | {Integer} | ID of the queue in the database |
| ↳ Name | {String} | The name of the queue |
| ↳ Type | None, Distribution, Pickup | Queue type |
| ↳ BehaviourType | Normal, CampOnBusy, Parking, Personal | Queue behavior type |
| ↳ ContentType | Audio, Task, WebChat | Queue content type, whether calls, tasks or WebChats are handled in the queue |
| ↳ CurrentCalls | {Integer} | Number of current inquiries in the queue |
| ↳ CurrentCallbackCalls | {Integer} | Numbers of inquiries waiting for callback in the queue |
| ↳ LoggedInAgents | {Integer} | Number of agents currently logged into the queue |
| ↳ LastArrivedCallTimeUtc | {date-time: yyyy-MM-dd'T'HH:mm:ss.SSSSSS'Z'} | Time of the last inquiry, that arrived in the queue. |
| ↳ CallCenterTimeUtc | {date-time: yyyy-MM-dd'T'HH:mm:ss.SSSSSS'Z'} | Current time on the server (UTC) |
| ↳ Description | {String: varchar(512)} | The description on the queue |
| CurrentCalls | {Interger} | Total number of current inquiries in the selected queues |
| CurrentCallbackCalls | {Integer} | Total numbers of inquiries waiting for callback in the selected queues |
| AvgCurrentCalls | {String} | Average number of current inquiries in the selected queues |
| AvgCurrentCallbackCalls | {String} | Average number of inquiries waiting for callback in the selected queues |
| AvgLoggedInAgents | {String} | Average number of currently logged in agents in the selected queues |
| LastArrivedCallTimeUtc | {date-time: yyyy-MM-dd'T'HH:mm:ss.SSSSSSS'Z'} | Time of the last inquiry, that arrived in one of the selected queues |
| CallCenterTimeUtc | {date-time: yyyy-MM-dd'T'HH:mm:ss.SSSSSSS'Z'} | Current time on the server (UTC) |
| AvgReadyAgents | {Sting} | Average number of agents currently ready in the selected queues |
| AvgPausedAgents | {String} | Average number of agents currently paused in the selected queues |
| AvgBusyAgents | {String} | Average number of agents currently busy in the selected queues |
| CurrentAvgQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time for inquiries currently in the selected queues |
| CurrentLongestQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Waiting time for the current inquiry, in the selected queues, that has been waiting for the longest time |
| AvgCurrentLongestQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time for the current inquiries, that has waited for the longest time, in each of the selected queues |
| TotalCallsDay | {Integer} | Number of inquiries that have been in the selected queues so far today |
| TotalCallsWeek | {Integer} | Number of inquiries that have been in the selected queues so far this week |
| TotalCallsMonth | {Integer} | Number of inquiries that have been in the selected queues so far this month |
| HandledCallsDay | {Integer} | Number of inquiries so far today, that has been handled by an agent, in the selected queues |
| HandledCallsWeek | {Integer} | Number of inquiries so far this week, that has been handled by an agent, in the selected queues |
| HandledCallsMonth | {Integer} | Number of inquiries so far this month, that has been handled by an agent, in the selected queues |
| UnhandledCallsDay | {Integer} | Number of inquiries that left the queue without being processed by an agent so far today, in the selected queues |
| UnhandledCallsWeek | {Integer} | Number of inquiries that left the queue without being processed by an agent so far this week, in the selected queues |
| UnhandledCallsMonth | {Integer} | Number of inquiries that left the queue without being processed by an agent so far this month, in the selected queues |
| AvgTotalCallsDay | {String} | Average number of inquiries that have been in the selected queues this day so far |
| AvgTotalCallsWeek | {String} | Average number of inquiries that have been in the selected queues this week so far |
| AvgTotalCallsMonth | {String} | Average number of inquiries that have been in the selected queues this month so far |
| AvgHandledCallsDay | {String} | Average number of inquiries processed by an agent so far today, in the selected queues |
| AvgHandledCallsWeek | {String} | Average number of inquiries processed by an agent so far this week, in the selected queues |
| AvgHandledCallsMonth | {String} | Average number of inquiries processed by an agent so far this month, in the selected queues |
| AvgUnhandledCallsDay | {String} | Average number of inquiries that left the queue without being processed by an agent so far today, in the selected queues |
| AvgUnhandledCallsWeek | {String} | Average number of inquiries that left the queue without being processed by an agent so far this week, in the selected queues |
| AvgUnhandledCallsMonth | {String} | Average number of inquiries that left the queue without being processed by an agent so far this month, in the selected queues |
| AvgServiceLevelDay | {String} | Average service level for the day on the selected queues |
| AvgServiceLevelWeek | {String} | Average service level for the week on the selected queues |
| AvgServiceLevelMonth | {String} | Average service level for the month on the selected queues |
| QueuesWithinServiceLevelDay | {Integer} | Number of queues that has complied with the service level so far today, for the selected queues |
| QueuesWithinServiceLevelWeek | {Integer} | Number of queues that has complied with the service level so far this week, for the selected queues |
| QueuesWithinServiceLevelMonth | {Integer} | Number of queues that has complied with the service level so far this month, for the selected queues |
| AvgQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time so far today, for inquiries that has left the selected queues |
| AvgQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time so far this week, for inquiries that has left the selected queues |
| AvgQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time so far this month, for inquiries that has left the selected queues |
| AvgConversationTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time so far today, for inquiries accepted by agents, from the selected queues |
| AvgConversationTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time so far this week, for inquiries accepted by agents, from the selected queues |
| AvgConversationTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time so far this month, for inquiries accepted by agents, from the selected queues |
| LongestQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | The longest waiting time so far today, for the inquiries that has left the selected queues |
| LongestQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | The longest waiting time so far this week, for the inquiries that has left the selected queues |
| LongestQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | The longest waiting time so far this month, for the inquiries that has left the selected queues |
| AvgLongestQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average longest waiting time so far today, for the selected queues |
| AvgLongestQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average longest waiting time so far this week, for the selected queues |
| AvgLongestQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average longest waiting time so far this month, for the selected queues |
| Tags | {array} | Array of all tags on the selected queues |
| ↳ Queue tag | {String} | |
| CurrentAvgQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average queue waiting time so far today, for all inquiries currently in or has left the selected queues |
Request Params
| Key | Datatype | Required | Description |
|---|---|---|---|
filter | string | Filter queue based on tags or ID's. Example: ids | |
values | string | Comma separate list of values. Example: {{callsQueueId}},{{taskQueueId}} |
RESPONSES
status: OK
{"QueueCount":2,"Queues":[{"ReadyAgents":0,"PausedAgents":1,"BusyAgents":0,"CurrentAvgQueueTime":"03:26:00.3690000","CurrentLongestQueueTime":"03:30:37.9280000","TotalCallsDay":0,"TotalCallsWeek":0,"TotalCallsMonth":0,"HandledCallsDay":0,"HandledCallsWeek":0,"HandledCallsMonth":0,"UnhandledCallsDay":0,"UnhandledCallsWeek":0,"UnhandledCallsMonth":0,"ServiceLevelDay":100,"ServiceLevelWeek":100,"ServiceLevelMonth":100,"WithinServiceLevelDay":true,"WithinServiceLevelWeek":true,"WithinServiceLevelMonth":true,"AvgQueueTimeDay":"00:00:00","AvgQueueTimeWeek":"00:00:00","AvgQueueTimeMonth":"00:00:00","AvgConversationTimeDay":"00:00:00","AvgConversationTimeWeek":"00:00:00","AvgConversationTimeMonth":"00:00:00","LongestQueueTimeDay":"00:00:00","LongestQueueTimeWeek":"00:00:00","LongestQueueTimeMonth":"00:00:00","ConfiguredServiceLevel":80,"Tags":["Sales","Tasks"],"CurrentAvgQueueTimeDay":"03:26:00.3690000","Id":2083,"Name":"Sales Queue 1","Type":"None","BehaviourType":"Normal","ContentType":"Task","CurrentCalls":2,"LoggedInAgents":1,"LastArrivedCallTimeUtc":"2022-12-20T05:11:09.16373Z","CallCenterTimeUtc":"2022-12-20T08:32:31.9726036Z","Description":""},{"ReadyAgents":1,"PausedAgents":1,"BusyAgents":0,"CurrentAvgQueueTime":"00:00:00","CurrentLongestQueueTime":"00:00:00","TotalCallsDay":1,"TotalCallsWeek":14,"TotalCallsMonth":228,"HandledCallsDay":0,"HandledCallsWeek":2,"HandledCallsMonth":151,"UnhandledCallsDay":1,"UnhandledCallsWeek":12,"UnhandledCallsMonth":77,"ServiceLevelDay":0,"ServiceLevelWeek":0,"ServiceLevelMonth":58,"WithinServiceLevelDay":false,"WithinServiceLevelWeek":false,"WithinServiceLevelMonth":false,"AvgQueueTimeDay":"00:00:07.5160000","AvgQueueTimeWeek":"00:01:06.1370000","AvgQueueTimeMonth":"00:00:14.9610000","AvgConversationTimeDay":"00:00:00","AvgConversationTimeWeek":"00:00:00","AvgConversationTimeMonth":"00:02:02","LongestQueueTimeDay":"00:00:07.5167919","LongestQueueTimeWeek":"00:03:44","LongestQueueTimeMonth":"00:03:44","ConfiguredServiceLevel":60,"Tags":["Support","IT"],"CurrentAvgQueueTimeDay":"00:00:07.5160000","Id":19,"Name":"Support Queue 1","Type":"None","BehaviourType":"Normal","ContentType":"Audio","CurrentCalls":0,"LoggedInAgents":2,"LastArrivedCallTimeUtc":"2022-12-20T06:25:46.8400023Z","CallCenterTimeUtc":"2022-12-20T08:32:31.9726452Z","Description":"Opkald til lokal 100/ 78788840"}],"CurrentCalls":2,"AvgCurrentCalls":"1,00","AvgLoggedInAgents":"1,50","LastArrivedCallTimeUtc":"2022-12-20T06:25:46.8400023Z","CallCenterTimeUtc":"2022-12-20T08:32:31.9726912Z","AvgReadyAgents":"0,50","AvgPausedAgents":"1,00","AvgBusyAgents":"0,00","CurrentAvgQueueTime":"03:26:00","CurrentLongestQueueTime":"03:30:37.9280000","AvgCurrentLongestQueueTime":"03:30:37.9280000","TotalCallsDay":1,"TotalCallsWeek":14,"TotalCallsMonth":228,"HandledCallsDay":0,"HandledCallsWeek":2,"HandledCallsMonth":151,"UnhandledCallsDay":1,"UnhandledCallsWeek":12,"UnhandledCallsMonth":77,"AvgTotalCallsDay":"0,50","AvgTotalCallsWeek":"7,00","AvgTotalCallsMonth":"114,00","AvgHandledCallsDay":"0,00","AvgHandledCallsWeek":"1,00","AvgHandledCallsMonth":"75,50","AvgUnhandledCallsDay":"0,50","AvgUnhandledCallsWeek":"6,00","AvgUnhandledCallsMonth":"38,50","AvgServiceLevelDay":"50,00","AvgServiceLevelWeek":"50,00","AvgServiceLevelMonth":"79,00","QueuesWithinServiceLevelDay":1,"QueuesWithinServiceLevelWeek":1,"QueuesWithinServiceLevelMonth":1,"AvgQueueTimeDay":"00:00:07","AvgQueueTimeWeek":"00:01:06","AvgQueueTimeMonth":"00:00:14","AvgConversationTimeDay":"00:00:00","AvgConversationTimeWeek":"00:00:00","AvgConversationTimeMonth":"00:02:02","LongestQueueTimeDay":"00:00:07.5167919","LongestQueueTimeWeek":"00:03:44","LongestQueueTimeMonth":"00:03:44","AvgLongestQueueTimeDay":"00:00:07.5167919","AvgLongestQueueTimeWeek":"00:03:44","AvgLongestQueueTimeMonth":"00:03:44","Tags":["Sales","Tasks","Support","IT"],"CurrentAvgQueueTimeDay":"02:17:22"}