Webex · Schema

OutQueueStatistics

List of Queue statistics records retrieved according to query parameters.

CallingCollaborationCommunicationEnterpriseMessagingVideo Conferencing

Properties

Name	Type	Description
intervalStartTime	integer	Time in GMT (milliseconds)
queueId	string	The ID of the Queue.
queueName	string	Name of the queue.
channelType	string	The type of channel associated with this operation.
totalOfferedTasks	integer	Number of times tasks were offered to the agents in the queue during the interval. This count includes the ones that are accepted or rejected by the agent.
totalEnqueuedTasks	integer	Number of times tasks were parked in the queue during the interval. Tasks are not parked in queue if they are offered to an agent immediately since one is available.
totalAssignedTasks	integer	DEPRECATED FIELD, This field always returns 0
totalAcceptedTasks	integer	Number of assigned tasks that were accepted in the queue.
totalRejectedTasks	integer	Number of times tasks were rejected by the agents when they were offered during the interval.
totalAbandonedTasks	integer	Number of assigned tasks that were abandoned in the queue.
averageEnqueuedTime	number	The Queue's average enqueue time in milli seconds. i.e total time in queue / number of calls that were queued
averageHandledTime	number	The Queue's average handle time in milli seconds. i.e total time the call was connected / number of calls that were handled. Note :- This does not include wrap-up time
serviceLevelThresholdPercentage	number	The Service Level threshold % is an aggregate percentage based on how many contacts out of the total handled have met the service level value and gives an indication of the timely pick-up of contacts

View JSON Schema on GitHub

JSON Schema

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "#/components/schemas/OutQueueStatistics",
  "title": "OutQueueStatistics",
  "type": "object",
  "properties": {
    "intervalStartTime": {
      "type": "integer",
      "description": "Time in GMT (milliseconds)",
      "format": "int64",
      "example": 1591702200000
    },
    "queueId": {
      "type": "string",
      "description": "The ID of the Queue.",
      "example": "06ce7234-dd3e-49e2-8763-d93766739d"
    },
    "queueName": {
      "type": "string",
      "description": "Name of the queue.",
      "example": "main-queue"
    },
    "channelType": {
      "type": "string",
      "description": "The type of channel associated with this operation.",
      "example": "telephony"
    },
    "totalOfferedTasks": {
      "type": "integer",
      "description": "Number of times tasks were offered to the agents in the queue during the interval. This count includes the ones that are accepted or rejected by the agent.",
      "format": "int32",
      "example": 7
    },
    "totalEnqueuedTasks": {
      "type": "integer",
      "description": "Number of times tasks were parked in the queue during the interval. Tasks are not parked in queue if they are offered to an agent immediately since one is available.",
      "format": "int32",
      "example": 7
    },
    "totalAssignedTasks": {
      "type": "integer",
      "description": "DEPRECATED FIELD, This field always returns 0",
      "format": "int32",
      "example": 1,
      "deprecated": true
    },
    "totalAcceptedTasks": {
      "type": "integer",
      "description": "Number of assigned tasks that were accepted in the queue.",
      "format": "int32",
      "example": 7
    },
    "totalRejectedTasks": {
      "type": "integer",
      "description": "Number of times tasks were rejected by the agents when they were offered during the interval.",
      "format": "int32",
      "example": 2
    },
    "totalAbandonedTasks": {
      "type": "integer",
      "description": "Number of assigned tasks that were abandoned in the queue.",
      "format": "int32",
      "example": 1
    },
    "averageEnqueuedTime": {
      "type": "number",
      "description": "The Queue's average enqueue time in milli seconds.\ni.e total time in queue / number of calls that were queued",
      "format": "double",
      "example": 20349.12
    },
    "averageHandledTime": {
      "type": "number",
      "description": "The Queue's average handle time in milli seconds.\ni.e total time the call was connected / number of calls that were handled.\nNote :- This does not include wrap-up time",
      "format": "double",
      "example": 93729.01
    },
    "serviceLevelThresholdPercentage": {
      "type": "number",
      "description": "The Service Level threshold % is an aggregate percentage based on how many contacts out of\nthe total handled have met the service level value and gives an indication of the timely pick-up of contacts by agents.",
      "format": "double",
      "example": 25.34
    }
  },
  "description": "List of Queue statistics records retrieved according to query parameters."
}