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.
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