Queue Metrics

Query for queue metrics by a single or multiple queue IDs

Roles

At least one of the following roles is required to use this endpoint:

1. org.admin
2. org.user
3. org.permission.queue.read

Rate limit

This is an internal endpoint and will be rate limited as such.

Metrics

1. Latest Wait Time: The time that the latest customer waited on a queue.
   note: If a requested queue has no activity for a day, it will return a null latest wait time.
2. Latest Wait Time Since Queue Entry or Last Unpause: The time that the latest customer waited on a queue, calculated as the shorter of the following two time spans:
   • Seconds from queue entry to queue exit
   • Seconds from last unpause to queue exit
3. Latest Wait Time Before or After Last Pause: The time that the latest customer waited on a queue, calculated in the following order:
   • If the conversation was not snoozed, then return total queue time
   • If item was snoozed and then un-snoozed, return time from unpause to queue exit
   • If item was snoozed, but exited the queue before being un-snoozed, then return time from queue entry to snooze.