Query queue metrics

Returns real-time metrics for a specific queue and communication channel, including agent counts, engagement wait counts, queue occupancy, and the timestamp of the oldest waiting engagement.

Both commType and queueId are required. Optionally include tags to filter metrics to a specific tag subset within the queue.

Finding Your Customer Subdomain

Your subdomain is found in your Avaya Infinity portal URL and is required for all API calls.

Example: If your portal URL is:

https://core.avaya1234.ec.avayacloud.com/app/core-config-ui/

Your subdomain is: avaya1234

To use this API:

1. Find your subdomain from your Infinity portal URL (as shown above)
2. Get your Bearer token using the QUEUE_METRICS client credential (see Authentication below)
3. In the API explorer on the right:
   • Click on {customerId} in the URL field and replace it with your actual subdomain
   • Paste your Bearer token in the Credentials section
   • Fill out the Body Parameters with your commType and queueId

Authentication

This endpoint requires a valid OAuth 2.0 Bearer token. To get started, contact Avaya Support to request a client_id and client_secret provisioned with the QUEUE_METRICS scope.

Once you have your credentials, generate an access token and include it in the Authorization: Bearer <token> header of each request.

Working with Queue IDs and Tags

The queueId field accepts the unique identifier of the queue — not its display name. Queue IDs can be found in the Avaya Infinity portal or retrieved via the Queue Management API.

Optionally, filter metrics further by providing one or more tag IDs in the tags field. When provided, metrics are scoped to only engagements and agents matching both the queue and the specified tags.

Supported tag formats:

Single tag:       "006d0110160d0bea955297d80e"
Comma-separated:  "006d0110160d0bea955297d80e, 006d01101602a2f055c1a03dcb"
Array notation:   "[006d0110160d0bea955297d80e, 006d01101602a2f055c1a03dcb]"

Important Notes

• Metrics are real-time — each request returns the current state of the queue at the time of the call.
• If no engagements are currently waiting, oldestEngagementWaiting returns an empty string and queueOccupancy returns 0.
• If an unrecognized or non-existent queueId is provided, the API returns a 200 with all metrics zeroed out rather than a 404.
• The commType field must match an active channel configured on the queue.
• The account/tenant is automatically derived from your Bearer token — no separate account identifier is required in the request.

DOS Protection & Rate Limiting

• This endpoint is rate limited to 600 requests per minute per client credential.

Security Implementation Guidelines

• Never expose your client_secret or Bearer token to client-side applications.
• Implement proper error handling — avoid surfacing internal error details to end users.