For a comprehensive walkthrough — including authentication, finding queue and tag IDs, response field definitions, integration patterns, and error handling — see the Queue Metrics Developer Guide →
Query real-time operational metrics for queues in Avaya Infinity. Use this API to check agent availability, engagement wait counts, and queue occupancy for a specific queue and communication channel — enabling dynamic routing decisions and context-aware customer experiences.
Endpoints
Query Queue Metrics
POST /queue-metrics
Retrieve a real-time metrics snapshot for a specific queue and communication channel.
Getting Started
Find Your Customer Subdomain
Your subdomain is found in your 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
All API requests use this format:
https://core.{customerId}.ec.avayacloud.com/api/matching-extensions/v1/queue-metricsAuthentication
This endpoint requires a valid OAuth 2.0 Bearer token. Create a client credential of type QUEUE_METRICS in the Avaya Infinity portal, then use the client credentials flow to obtain a token and include it in the Authorization: Bearer <token> header of each request.
See How to Authenticate with Avaya Infinity™ APIs for full details.
Quick Example
curl -X POST \
https://core.avaya1234.ec.avayacloud.com/api/matching-extensions/v1/queue-metrics \
-H "Authorization: Bearer <your_access_token>" \
-H "Content-Type: application/json" \
-d '{
"commType": "chat",
"queueId": "003d010227ce56f0fe85da8098"
}'Common Integration Patterns
Agent Availability Check — Query agentReadyCount before presenting a chat or voice option to a website visitor. Surface the contact channel only when agents are available; show a fallback (callback, contact form) when they are not.
Workflow-Based Overflow Routing — Call this API from within an Avaya Infinity workflow to make real-time routing decisions. Route to an overflow queue or trigger an alternative action when no agents are ready on the primary queue.
Queue Occupancy Monitoring — Use queueOccupancy and waitingEngagementCount to feed dashboards or trigger operational alerts when queues reach defined thresholds.
Rate Limiting
This endpoint is rate limited to 600 requests per minute per client credential. For single-queue availability checks the limit is unlikely to be reached. If querying multiple queues in a loop, allow a minimum interval of number of queues ÷ 10 seconds between full cycles.