8x8

8x8 Queues API

This API retrieves real-time metrics related to queues

GitHub OpenAPI

Operations 2

GET /queues Queue Statistics #
GET /queues/{id} Individual Queue Metrics #

Documentation

📖
Documentation
https://developer.8x8.com/actions-events
📖
APIReference
https://developer.8x8.com/actions-events
📖
Documentation
https://developer.8x8.com/administration
📖
APIReference
https://developer.8x8.com/administration
📖
Documentation
https://developer.8x8.com/analytics
📖
APIReference
https://developer.8x8.com/analytics
📖
Documentation
https://developer.8x8.com/connect
📖
APIReference
https://developer.8x8.com/connect/reference
📖
Documentation
https://developer.8x8.com/contactcenter
📖
APIReference
https://developer.8x8.com/contactcenter

Specifications

⚙
OpenAPI
https://raw.githubusercontent.com/api-evangelist/8x8/refs/heads/main/openapi/8x8-queues-api-openapi.yml

Other Resources

🔗
OAuthScopes
https://raw.githubusercontent.com/api-evangelist/8x8/refs/heads/main/scopes/8x8-scopes.yml

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OpenAPI Specification

8x8-queues-api-openapi.yml Raw ↑ 
openapi: 3.2.0
info:
  version: 2.0.0
  title: 8x8 Analytics for Contact Center Real-time Metrics Queues API
  contact:
    name: Analytics Team
    url: https://www.8x8.com/
    email: vcc-analytics@8x8.com
  termsOfService: https://www.8x8.com/terms-and-conditions
  x-logo:
    url: https://www.8x8.com/wp-content/uploads/2016/06/8x8-Logo-Tagline-bottom.png
  description: 'The 8x8 Analytics for Contact Center Real-time Metrics API enables you to obtain the latest, real-time statistical data on queues and agents queue interactions. In addition to real-time data (which is refreshed every 5 seconds) you can also obtain data for select 15 or 30-minute intervals.


    The Real-time API supports both JSON and XML file response formats. You can switch between both formats using the `Accept` header.


    **Note**: the Real-time metrics endpoint is available on the following URLs:

    ```

    https://api.8x8.com/analytics/cc/v1/realtime-metrics/

    https://api.8x8.com/analytics/cc/v2/realtime-metrics/

    https://api.8x8.com/analytics/cc/v3/realtime-metrics/

    https://api.8x8.com/analytics/cc/v4/realtime-metrics/

    https://api.8x8.com/analytics/cc/v5/realtime-metrics/

    ```


    _**This page is in the Beta stage. For step-by-step instructions on using the Real-time API refer to the [Real-time Metrics Use Case](https://8x8gateway-8x8apis.apigee.io/real-time-metrics-use-case)**_.

    ## **Authentication**

    You can try out this API through request authentication using your client credentials. Refer to [How to get API credentials](doc:how-to-get-api-keys) and [how to authenitcate](doc:oauth-authentication-for-8x8-xcaas-apis).


    All requests must be made over HTTPS - calls made over HTTP will fail.



    **Note**: The Real Time Metrics API uses either the **v1**, **v2**, **v3**, **v4** or **v5** path for the following URLs:

    - Access token: **`https://api.8x8.com/oauth/v2/token`**


    - **`GET`** request: **`https://api.8x8.com/analytics/cc/{version}/realtime-metrics/`**



    '
servers:
- description: Europe Realtime Metrics API Production
  url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics
- description: APAC Realtime Metrics API Production
  url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics
- description: Canada Realtime Metrics API Production
  url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics
- description: USA Realtime Metrics API Production
  url: https://api.8x8.com/analytics/cc/v5/realtime-metrics
tags:
- name: Queues
  description: This API retrieves real-time metrics related to queues
paths:
  /queues:
    get:
      security:
      - bearerAuth: []
      tags:
      - Queues
      summary: Queue Statistics
      description: This method retrieves real-time metrics for a list of queues. By default, the metrics for all queues are returned. The result can be filtered and paginated.
      operationId: cc-real-time-get-queues-metrics
      parameters:
      - name: metrics
        in: query
        description: The set of metric identifiers to be returned.
        required: false
        explode: true
        schema:
          type: array
          items:
            type: string
        example:
        - abandoned.int-15m
        - abandoned.int-30m
        - abandoned.today
        - abandonedPercentage.int-15m
        - abandonedPercentage.int-30m
        - abandonedPercentage.today
        - accepted.int-15m
        - accepted.int-30m
        - accepted.today
        - acceptedPercentage.int-15m
        - acceptedPercentage.int-30m
        - acceptedPercentage.today
        - availableIdle.rt
        - avgDivertedTime.int-15m
        - avgDivertedTime.int-30m
        - avgDivertedTime.today
        - avgHandlingTime.int-15m
        - avgHandlingTime.int-30m
        - avgHandlingTime.today
        - avgOfferingTime.int-15m
        - avgOfferingTime.int-30m
        - avgOfferingTime.today
        - avgProcessingTime.int-15m
        - avgProcessingTime.int-30m
        - avgProcessingTime.today
        - avgWorkTime.int-15m
        - avgWorkTime.int-30m
        - avgWorkTime.today
        - avgWrapUpTime.int-15m
        - avgWrapUpTime.int-30m
        - avgWrapUpTime.today
        - busy.rt
        - busyExternal.rt
        - busyOther.rt
        - diverted.int-15m
        - diverted.int-30m
        - diverted.today
        - divertedPercentage.int-15m
        - divertedPercentage.int-30m
        - divertedPercentage.today
        - eligibl.rt
        - enabled.rt
        - entered.int-15m
        - entered.int-30m
        - entered.today
        - handling.rt
        - interactionsAvgWaitTime.int-15m
        - interactionsAvgWaitTime.int-30m
        - interactionsAvgWaitTime.today
        - interactionsHandling.rt
        - interactionsLongestWaitInQueue.int-15m
        - interactionsLongestWaitInQueue.int-30m
        - interactionsLongestWaitInQueue.rt
        - interactionsLongestWaitInQueue.today
        - interactionsWaitInQueue.rt
        - interactionsWrapUp.rt
        - longestOfferingTimeInQueue.int-15m
        - longestOfferingTimeInQueue.int-30m
        - longestOfferingTimeInQueue.today
        - offering.rt
        - onBreak.rt
        - shortAbandoned.int-15m
        - shortAbandoned.int-30m
        - shortAbandoned.today
        - shortAbandonedPercentage.int-15m
        - shortAbandonedPercentage.int-30m
        - shortAbandonedPercentage.today
        - slaPercentage.int-12h
        - slaPercentage.int-15m
        - slaPercentage.int-1h
        - slaPercentage.int-30m
        - slaPercentage.int-4h
        - slaPercentage.int-8h
        - slaPercentage.today
        - slaPercentageTarget.today
        - slaTimeThreshold.today
        - totalAbandoned.int-15m
        - totalAbandoned.int-30m
        - totalAbandoned.today
        - totalAbandonedPercentage.int-15m
        - totalAbandonedPercentage.int-30m
        - totalAbandonedPercentage.today
        - workingOffline.rt
        - wrapUp.rt
      - name: page
        in: query
        description: The page number
        required: false
        schema:
          type: integer
          format: int32
          default: 0
      - name: queue-ids
        in: query
        description: The optional set of queue identifiers. You only receive returned metrics for identified queues.
        required: false
        allowEmptyValue: false
        explode: true
        schema:
          type: array
          items:
            type: string
      - name: size
        in: query
        description: The number of individual elements to be returned per page.
        required: false
        schema:
          type: integer
          format: int32
          default: 100
      - name: summary
        in: query
        description: This parameter returns the queue summary (id, name). If this parameter is set to TRUE, queue-ids and metrics parameters are ignored.
        required: false
        allowEmptyValue: false
        schema:
          type: boolean
      - name: timezone
        in: query
        description: The specified timezone (applicable for TODAY metrics only).
        required: false
        schema:
          type: string
        example: Europe/Helsinki
      - name: includeTotals
        in: query
        description: Add totals for time, percentage, average and count metric.
        required: false
        allowEmptyValue: false
        schema:
          type: boolean
      responses:
        '200':
          description: Success/OK
          content:
            application/xml:
              schema:
                $ref: '#/components/schemas/SingleQueueResponseXML'
            application/json:
              schema:
                $ref: '#/components/schemas/SingleQueueResponse'
        '400':
          description: Bad request
        '401':
          description: Unauthorized
        '403':
          description: Forbidden
        '404':
          description: Not found
        '405':
          description: Method not allowed
      deprecated: false
  /queues/{id}:
    get:
      security:
      - bearerAuth: []
      tags:
      - Queues
      summary: Individual Queue Metrics
      description: This method retrieves real-time metrics for a specific queue. The response returns an object which contains the queue ID, queue name and a list of metric objects. The metric contains a key field with a label or description as well as a value field.
      operationId: cc-real-time-get-queue-metrics-by-id
      parameters:
      - name: id
        in: path
        description: The queue identifier
        required: true
        schema:
          type: string
        example: '118'
      - name: metrics
        in: query
        description: The set of metric identifiers to be returned.
        required: false
        explode: true
        schema:
          type: array
          items:
            type: string
        example:
        - abandoned.int-15m
        - abandoned.int-30m
        - abandoned.today
        - abandonedPercentage.int-15m
        - abandonedPercentage.int-30m
        - abandonedPercentage.today
        - accepted.int-15m
        - accepted.int-30m
        - accepted.today
        - acceptedPercentage.int-15m
        - acceptedPercentage.int-30m
        - acceptedPercentage.today
        - availableIdle.rt
        - avgDivertedTime.int-15m
        - avgDivertedTime.int-30m
        - avgDivertedTime.today
        - avgHandlingTime.int-15m
        - avgHandlingTime.int-30m
        - avgHandlingTime.today
        - avgOfferingTime.int-15m
        - avgOfferingTime.int-30m
        - avgOfferingTime.today
        - avgProcessingTime.int-15m
        - avgProcessingTime.int-30m
        - avgProcessingTime.today
        - avgWorkTime.int-15m
        - avgWorkTime.int-30m
        - avgWorkTime.today
        - avgWrapUpTime.int-15m
        - avgWrapUpTime.int-30m
        - avgWrapUpTime.today
        - busy.rt
        - busyExternal.rt
        - busyOther.rt
        - diverted.int-15m
        - diverted.int-30m
        - diverted.today
        - divertedPercentage.int-15m
        - divertedPercentage.int-30m
        - divertedPercentage.today
        - eligibl.rt
        - enabled.rt
        - entered.int-15m
        - entered.int-30m
        - entered.today
        - handling.rt
        - interactionsAvgWaitTime.int-15m
        - interactionsAvgWaitTime.int-30m
        - interactionsAvgWaitTime.today
        - interactionsHandling.rt
        - interactionsLongestWaitInQueue.int-15m
        - interactionsLongestWaitInQueue.int-30m
        - interactionsLongestWaitInQueue.rt
        - interactionsLongestWaitInQueue.today
        - interactionsWaitInQueue.rt
        - interactionsWrapUp.rt
        - longestOfferingTimeInQueue.int-15m
        - longestOfferingTimeInQueue.int-30m
        - longestOfferingTimeInQueue.today
        - offering.rt
        - onBreak.rt
        - shortAbandoned.int-15m
        - shortAbandoned.int-30m
        - shortAbandoned.today
        - shortAbandonedPercentage.int-15m
        - shortAbandonedPercentage.int-30m
        - shortAbandonedPercentage.today
        - slaPercentage.int-12h
        - slaPercentage.int-15m
        - slaPercentage.int-1h
        - slaPercentage.int-30m
        - slaPercentage.int-4h
        - slaPercentage.int-8h
        - slaPercentage.today
        - slaPercentageTarget.today
        - slaTimeThreshold.today
        - totalAbandoned.int-15m
        - totalAbandoned.int-30m
        - totalAbandoned.today
        - totalAbandonedPercentage.int-15m
        - totalAbandonedPercentage.int-30m
        - totalAbandonedPercentage.today
        - workingOffline.rt
        - wrapUp.rt
      - name: timezone
        in: query
        description: The specified timezone (applicable for TODAY metrics only).
        required: false
        schema:
          type: string
        example: Europe/Helsinki
      responses:
        '200':
          description: Success/OK
          content:
            application/xml:
              schema:
                $ref: '#/components/schemas/SingleQueueResponseXML'
            application/json:
              schema:
                $ref: '#/components/schemas/SingleQueueResponse'
        '400':
          description: Bad request
        '401':
          description: Unauthorized
        '403':
          description: Forbidden
        '404':
          description: Not found
        '405':
          description: Method not allowed
      deprecated: false
components:
  schemas:
    SingleQueueResponseXML:
      type: object
      properties:
        id:
          type: string
          example: '123'
        name:
          type: string
          example: Demo Sales Queue
        metrics:
          type: array
          items:
            $ref: '#/components/schemas/MetricItem'
      title: SingleQueueResponseXML
      xml:
        name: MetricsResponse
        attribute: true
    SingleQueueResponse:
      type: object
      properties:
        id:
          type: string
          example: '123'
        name:
          type: string
          example: Demo Sales Queue
        metrics:
          type: array
          items:
            $ref: '#/components/schemas/MetricItem'
      title: SingleQueueResponse
      xml:
        name: item
        attribute: true
    MetricItem:
      type: object
      title: MetricItem
      properties:
        key:
          type: string
          example: abandoned.int-15m
        value:
          type: number
          example: 5
  securitySchemes:
    ApiKeyAuth:
      type: oauth2
      description: This API uses OAuth 2 with the client credentials grant flow.
      flows:
        clientCredentials:
          tokenUrl: https://api.8x8.com/oauth/v2/token
          scopes:
            read: Grants read access
            write: Grants write access
            admin: Grants access to admin operations
    bearerAuth:
      type: http
      scheme: bearer
      bearerFormat: access_token
x-readme:
  explorer-enabled: true
  proxy-enabled: true