Queue Metrics

Overview

What are Queue Metrics?

A queue is used to identify a pool of contact center agents for which Customer engagements can be matched and routed. Queue Metrics are a collection of metrics associated with this queue, such as the number of agents that are ready, the number of agents that are busy, and the expected wait time.

A Match Queue is made up of:

• Queue Id - The unique queue identifier generated when the Queue is created.
• Channel Id - The unique Contact Center Channel identifier, see Channels for a list of supported channels.
• Attributes - A list of attributes used to describe the skills of the agent. Engagements are typically routed to a suitable agent that matches the attribute combination of the queue. Queue metrics for queues with attributes may be less favorable than queue metrics without attributes, as only a subset of the agent pool may be configured to handle requests with the additional attributes.
• Priority - When Priority is specified the Engagement metrics returned will be for engagements with the specified Priority in that Queue, if not specified then the Engagement metrics returned will be an aggregate of all the Engagements across all priorities currently in Queue. Metrics for higher priority requests against a queue will have more favourable queue metrics (e.g. lower queue wait times). Match requests made with a higher priority will be handled before lower priority requests. The smaller the number meaning the higher the priority.

Types of Queue Metrics

Querying Metrics

The request to get metrics must contain an accountId, queueId and channelId path parameters, it may optionally supply attribute and priority query parameters. It does not have a payload.

If a request is sent in with only a QueueID + Channel combination (queue based metrics) the metricType field in the response will always be set to QUEUE. Meaning that the metrics returned are queue based as requested.

Sample response when metrics are getting calculated for the requested QueueID + Channel + Attributes combination. Note the field metricType is set to SPECIALIZED_QUEUE in the following response. This indicates that the metrics returned are calculated based on the QueueID + Channel + Attributes combination (attribute based metrics).

{
  "accountId": "ABCDEF",
  "correlationId": "d0d75f4f-4634-46d0-bc30-7b781f92e4c0",
  "matchQueue": {
    "queueId": "bea76b16-5aff-4cd6-8db0-5d8d649dd865",
    "channelId": "Voice",
    "attributes": [
      "Language.English"
    ],
    "priority": 3
  },
  "metricType": "SPECIALIZED_QUEUE",  
  "metrics": [
    {
      "metricName": "AgentStaffedCount",
      "metricValue": "10"
    },
    {
      "metricName": "AgentReadyCount",
      "metricValue": "5"
    },
    {
      "metricName": "AgentBusyCount",
      "metricValue": "5"
    },
    {
      "metricName": "WaitingEngagementCount",
      "metricValue": "2"
    },
    {
      "metricName": "ProcessingEngagementCount",
      "metricValue": "3"
    },
    {
      "metricName": "OldestEngagementWaiting",
      "metricValue": "30"
    },
    {
      "metricName": "RollingAverageSpeedOfAnswer",
      "metricValue": "10"
    },
    {
      "metricName": "QueueOccupancy",
      "metricValue": "100"
    },
    {
      "metricName": "ExpectedWaitTime",
      "metricValue": "10"
    }
  ]
}

The metrics service cannot calculate all combinations of QueueID + Channel + Attributes ahead of time. When a combination is requested that metrics are not yet calculated for the metricType field will be set to QUEUE in the response. This means that the metrics returned are calculated based of only the QueueID + Channel combination. It also indicates that the requested attribute based metrics are in the process of getting calculated and to try again in the near future until the metricType field has the value SPECIALIZED_QUEUE. It will take 2-4 seconds for the attribute based metrics to become available.

NOTE: The onus is on the client if they so wish to have logic to handle the case where queue based metrics are returned when attribute based metrics were requested.

Sample response when metrics are not yet calculated for the requested QueueID + Channel + Attributes combination. Note the field metricType set to QUEUE in the following response indicates that the metrics are not yet getting calculated for this QueueID + Channel + Attribute combination.

{
  "accountId": "ABCDEF",
  "correlationId": "d0d75f4f-4634-46d0-bc30-7b781f92e4c0",
  "matchQueue": {
    "queueId": "bea76b16-5aff-4cd6-8db0-5d8d649dd865",
    "channelId": "Voice",
    "attributes": [
      "Language.English"
    ],
    "priority": 3
  },
  "metricType": "QUEUE",  
  "metrics": [
    {
      "metricName": "agentStaffedCount",
      "metricValue": "0"
    },
    {
      "metricName": "agentReadyCount",
      "metricValue": "0"
    },
    {
      "metricName": "agentBusyCount",
      "metricValue": "0"
    },
    {
      "metricName": "waitingEngagementCount",
      "metricValue": "0"
    },
    {
      "metricName": "processingEngagementCount",
      "metricValue": "0"
    },
    {
      "metricName": "oldestEngagementWaiting",
      "metricValue": "0"
    },
    {
      "metricName": "rollingASA",
      "metricValue": "0"
    },
    {
      "metricName": "queueOccupancy",
      "metricValue": "0"
    },
    {
      "metricName": "expectedWaitTime",
      "metricValue": "9999"
    }
  ]
}

Sample response when metrics cannot be found. This will be the response format for any request type of request.

{
  "accountId": "ABCDEF",
  "correlationId": "d0d75f4f-4634-46d0-bc30-7b781f92e4c0",
  "matchQueue": {
    "queueId": "bea76b16-5aff-4cd6-8db0-5d8d649dd865",
    "channelId": "Voice",
    "attributes": [
      "Language.English"
    ],
    "priority": 3
  },
  "metricType": "DEFAULT",  
  "metrics": [
    {
      "metricName": "agentStaffedCount",
      "metricValue": "0"
    },
    {
      "metricName": "agentReadyCount",
      "metricValue": "0"
    },
    {
      "metricName": "agentBusyCount",
      "metricValue": "0"
    },
    {
      "metricName": "waitingEngagementCount",
      "metricValue": "0"
    },
    {
      "metricName": "processingEngagementCount",
      "metricValue": "0"
    },
    {
      "metricName": "oldestEngagementWaiting",
      "metricValue": "0"
    },
    {
      "metricName": "rollingASA",
      "metricValue": "0"
    },
    {
      "metricName": "queueOccupancy",
      "metricValue": "0"
    },
    {
      "metricName": "expectedWaitTime",
      "metricValue": "9999"
    }
  ]
}