Overview of a specific queue
GET {{httptype}}://{{IP}}/mot/{{miralixAccount}}/queues/{{callsQueueId}}
Get an overview of a specific queue, including statistics for the queue.
HTTP GET: /queues/{queueId}
| Parameter | Value | Description |
|---|---|---|
| queueId | Integer | ID for a queue |
Example
https://192.168.1.10/mot/greenbox/queues/301 - Get overview and statistics for the queue with ID 301.
Result
- 200 OK - Overview of a specific queue.
- 403 Forbidden - Missing required License to access this request.
- 404 Not Found - The queue could not be found.
- 500 Internal Server Error - Internal processing error.
JSON result
| Parameter | Value | Description |
|---|---|---|
| Parameter | Value | Description |
| ReadyAgents | {Integer} | Number of agents ready for inquiries |
| PausedAgents | {Integer} | Number of paused agents |
| BusyAgents | {Integer} | Number of busy agents in queue |
| CurrentAvgQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time for the current inquiries in the queue |
| CurrentLongestQueueTime | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Longest waiting time for inquiries currently in the queue. |
| TotalCallsDay | {Integer} | Number of inquiries completed today, so far |
| TotalCallsWeek | {Integer} | Number of inquiries completed this week, so far |
| TotalCallsMonth | {Integer} | Number of inquiries completed 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 unhandled by an agent today, so far |
| UnhandledCallsWeek | {Integer} | Number of inquiries that left the queue unhandled by an agent this week, so far |
| UnhandledCallsMonth | {Integer} | Number of inquiries leaving the queue unhandled 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 for inquiries that have left the queue for the day, so far. |
| AvgQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time for inquiries that have left the queue for the week, so far. |
| AvgQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average waiting time for inquiries that have left the queue for the month, so far. |
| AvgConversationTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time for inquiries accepted by agent for the day, until now. |
| AvgConversationTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time for inquiries accepted by agent for the week, until now. |
| AvgConversationTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Average handling time for inquiries accepted by agent for the month, until now. |
| LongestQueueTimeDay | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Waiting time for the longest-awaited inquiry for the inquiries that have left the queue today, so far. |
| LongestQueueTimeWeek | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Waiting time for the longest-awaited inquiry for the inquiries that have left the queue this week, so far. |
| LongestQueueTimeMonth | {TimeStamp: d.HH:mm:ss.SSSSSSS} | Waiting time for the longest-awaited inquiry for the inquiries that have left the queue this month, so far. |
| 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 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 on 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 inquiries in the queue |
| CurrentCallbackCalls | {Integer} | Numbers of inquiries waiting for callback in the queue |
| LoggedInAgents | {Integer} | Number of agents logged into the queue |
| LastArrivedCallTimeUtc | {date-time: yyyy-MM-dd'T'HH:mm:ss.SSSSSS'Z'} | Time of last rrived inquiry, in 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 |
RESPONSES
status: OK
"{\n \"ReadyAgents\": 1, // Number of agents ready for inquiries\n \"PausedAgents\": 0, // Number of paused agents\n \"BusyAgents\": 0, // Number of busy agents in queue\n \"CurrentAvgQueueTime\": \"00:00:00\", // Average waiting time for the current inquiries in the queue\n \"CurrentLongestQueueTime\": \"00:00:00\", // Longest waiting time for inquiries currently in the queue.\n \"TotalCallsDay\": 3, // Number of inquiries completed today, so far\n \"TotalCallsWeek\": 10, // Number of inquiries completed this week, so far\n \"TotalCallsMonth\": 172, // Number of inquiries completed this month, so far\n \"HandledCallsDay\": 2, // Number of inquiries handled by an agent today, so far\n \"HandledCallsWeek\": 8, // Number of inquiries handled by an agent this week, so far\n \"HandledCallsMonth\": 144, // Number of inquiries handled by an agent this month, so far\n \"UnhandledCallsDay\": 1, // Number of inquiries that left the queue unhandled by an agent today, so far\n \"UnhandledCallsWeek\": 2, // Number of inquiries that left the queue unhandled by an agent this week, so far\n \"UnhandledCallsMonth\": 28, // Number of inquiries leaving the queue unhandled by an agent this month, so far\n \"ServiceLevelDay\": 66, // Service level in % today, so far\n \"ServiceLevelWeek\": 88, // Service level in % this week, so far\n \"ServiceLevelMonth\": 72, // Service level in % this month, so far\n \"WithinServiceLevelDay\": false, // Has the service level for today been complied with, so far\n \"WithinServiceLevelWeek\": true, // Has the service level for this week been complied with, so far\n \"WithinServiceLevelMonth\": false, // Has the service level for this month been complied with, so far\n \"AvgQueueTimeDay\": \"00:00:29.6970000\", // Average waiting time for inquiries that have left the queue for the day, so far.\n \"AvgQueueTimeWeek\": \"00:00:13.7090000\", // Average waiting time for inquiries that have left the queue for the week, so far.\n \"AvgQueueTimeMonth\": \"00:00:16.9650000\", // Average waiting time for inquiries that have left the queue for the month, so far.\n \"AvgConversationTimeDay\": \"00:00:02.0310000\", // Average handling time for inquiries accepted by agent for the day, until now.\n \"AvgConversationTimeWeek\": \"00:00:02.8820000\", // Average handling time for inquiries accepted by agent for the week, until now.\n \"AvgConversationTimeMonth\": \"00:00:20.8680000\", // Average handling time for inquiries accepted by agent for the month, until now.\n \"LongestQueueTimeDay\": \"00:01:13\", // Waiting time for the longest-awaited inquiry for the inquiries that have left the queue today, so far.\n \"LongestQueueTimeWeek\": \"00:01:13\", // Waiting time for the longest-awaited inquiry for the inquiries that have left the queue this week, so far.\n \"LongestQueueTimeMonth\": \"00:03:58\", // Waiting time for the longest-awaited inquiry for the inquiries that have left the queue this month, so far.\n \"ConfiguredServiceLevel\": 80, // The service level in % used to determine whether the queue has been within the service level\n \"Tags\": [ // Array of selected tags on queue\n \"Main Number\",\n \"Sales\",\n \"Support\"\n ],\n \"CurrentAvgQueueTimeDay\": \"00:03:37.0870000\", // Average queue waiting time so far today, for all inquiries currently in the queue and inquiries that is no longer in the queue\n \"Id\": 16, // ID on the queue in the database\n \"Name\": \"Support\", // The name of the queue\n \"Type\": \"None\", // Queue type - None, Distribution, Pickup\n \"BehaviourType\": \"Normal\", // Queue behavior type - Normal, CampOnBusy, Parking, Personal\n \"ContentType\": \"Audio\", // Queue content type, whether calls, tasks or WebChats are handled in the queue - Audio, Task, WebChat\n \"CurrentCalls\": 0, // Number of inquiries in the queue\n \"LoggedInAgents\": 1, // Number of agents logged into the queue\n \"LastArrivedCallTimeUtc\": \"2019-11-08T07:53:10.9041679Z\", // Time of last arrived inquiry, in queue.\n \"CallCenterTimeUtc\": \"2019-11-08T08:44:22.003536Z\", // Current time on the server (UTC)\n \"Description\": \"En kø til support\" // The description on the queue\n}"