Webex Queues API

openapi: 3.2.0
info:
  title: Webex Queues API
  version: 1.0.0
  description: 'Operations tagged Queues across 2 of this provider''s published API definitions: webex-contact-center-openapi.json,
    webex-queues-api-openapi.yml. Each path carries the servers of the definition it was published in.'
  x-provenance:
    method: harvested
    authored_by: Cisco Webex
    harvested_by: API Evangelist
    harvested_on: '2026-08-19'
    first_party: true
    note: Published by Cisco. Retrieved unmodified except for this x-provenance block.
    provider_published: true
    derived_view: Per-tag view of webex-contact-center-openapi.json, the provider's source document. Operations and schemas
      are the provider's, unmodified; only the partition is ours.
    derived_from: webex-contact-center-openapi.json
    operation_coverage: 1/1
  x-evidence:
  - type: source
    url: https://github.com/webex/webex-openapi-specs/blob/main/public-spec/webex-contact-center.json
  - type: raw
    url: https://raw.githubusercontent.com/webex/webex-openapi-specs/main/public-spec/webex-contact-center.json
tags:
- name: Queues
paths:
  /v1/queues/statistics:
    get:
      tags:
      - Queues
      summary: Get Queue Statistics
      description: "Retrieve Queue statistics for a given interval of time. \nAn important thing to note is that each stat\
        \ produced is for a specified time window (last 15, 30, or 60 minutes etc) and is not cumulative. \nContacts that\
        \ span across intervals will also have stats broken down across intervals. For example: A contact that starts at 12:05\
        \ and ends at 12:25 will have stats for Interval A (12:00-12:15) and Interval B (12:15-12:30) assuming the interval\
        \ window is for 15 minutes. \nStats that only require the start time of the contact like 'totalOfferedTasks' and 'totalAcceptedTasks'\
        \ will be counted only once and it will be present in the interval where the contact started i.e. Interval A. \nWhereas,\
        \ stats that require the end time as well for calculations like 'averageHandledTime', will be present in the interval\
        \ where the contact ended i.e. interval B. \n\nFor this API, response compression using gzip can be enabled by including\
        \ 'Accept-Encoding' header  in the request with its value as 'gzip'. \nThe response will be compressed only if its\
        \ size exceeds 1 MB.\nIf the header is not present in the request or if gzip is not listed as one of the encodings\
        \ in the header's value (comma separated encodings), then API response will not be compressed and this can impact\
        \ the latency as observed from clients. \n"
      operationId: getDocumentByQueryParam_1
      parameters:
      - name: from
        in: query
        description: Start time for the query (in epoch milliseconds). Any epoch time can be passed in the input, from date
          will be rounded down to nearest 15 minute window. For example, epoch time of 12:05 will be rounded down to 12:00.
        required: true
        schema:
          type: integer
          format: int64
        example: 1651395600000
      - name: to
        in: query
        description: "End time for the query (in epoch milliseconds). Any epoch time can be passed in the input, from date\
          \ will be rounded down to nearest 15 minute window. For example, epoch time of 12:55 will be rounded down to 12:45.\n\
          \ The difference between to and from time must be less than 24 hours (86400000 milliseconds)."
        required: true
        schema:
          type: integer
          format: int64
        example: 1651438800000
      - name: interval
        in: query
        description: Time interval (in minutes) to chunk statistics by i.e. break up the entire from-to timeframe by this
          interval amount so that statistics can be viewed incrementally. Supported values are 15, 30, or 60.
        required: false
        schema:
          type: integer
          format: int32
        example: 15
      - name: queueIds
        in: query
        description: Comma-separated list of queue IDs. A maximum of 100 values is permitted. If values are not provided,
          all queues for an organization are returned.
        required: false
        schema:
          type: array
          items:
            type: string
        example: 89cf3b93-f020-42c6-84dc-87db6a92eae7, 89cf3b93-f020-42c6-84dc-87db6a92fae7, 89cf3b93-f020-42c6-84dc-87db4a92eae7
      - name: orgId
        in: query
        description: Organization ID to use for this operation. If unspecified, inferred from token. Token must have permission
          to interact with this organization.
        required: false
        schema:
          type: string
        example: 97cdbf45-ebe2-4687-8341-44d5c7abf101
      - name: TrackingId
        in: header
        description: 'Tracking ID to use for this operation, for traceability, debugging, and error reporting purposes. '
        required: false
        schema:
          type: string
        example: INTEGRATION-9bcdc696-57fa-4e91-b5aa-57a66a347c23
      responses:
        '200':
          description: OK
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/QueueApiResponse'
        '400':
          description: Validation Error
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ApiErrorResponse'
        '401':
          description: Unauthorized Operation
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ApiErrorResponse'
        '403':
          description: Forbidden
          content:
            '*/*':
              schema:
                $ref: '#/components/schemas/ApiErrorResponse'
        '422':
          description: Unprocessable Entity
          content:
            application/json: {}
        '500':
          description: An Unexpected Error Occurred
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ApiErrorResponse'
        '503':
          description: The service is currently unavailable to serve the requests
          content:
            application/json: {}
components:
  schemas:
    OperationError:
      description: An error message providing details about the operation failure.
      type: object
      properties:
        description:
          type: string
          description: A human readable explanation for the occurrence of an error.
          example: Incorrect Credentials.
    ApiErrorResponse:
      description: Response body for an API error.
      type: object
      properties:
        trackingId:
          type: string
          description: "An opaque identifier for mapping protocol failures to service internal codes. \n\nWhen specified in\
            \ a request, it can be used for co-relating events across services"
          example: c1a4fcef-aee2-4dea-8977-29f594760552
        error:
          description: An object containing details about the error.
          $ref: '#/components/schemas/ErrorDetails'
    ErrorDetails:
      description: Details of an error.
      type: object
      properties:
        key:
          type: string
          description: An application defined error code.
          example: '401'
        message:
          type: array
          description: A message providing details about the error.
          items:
            $ref: '#/components/schemas/OperationError'
    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.

            i.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.

            i.e total time the call was connected / number of calls that were handled.

            Note :- 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

            the 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.
    Meta:
      type: object
      properties:
        orgId:
          type: string
          description: Organization ID to which resources belong.
          example: 3dae8fdd-06e2-411a-9035-51f3719f5b65
      description: Response metadata.
    QueueApiResponse:
      required:
      - data
      - meta
      type: object
      properties:
        meta:
          $ref: '#/components/schemas/Meta'
        data:
          type: array
          description: List of Queue statistics records retrieved according to query parameters.
          items:
            $ref: '#/components/schemas/OutQueueStatistics'
  securitySchemes:
    oauth2:
      flows:
        authorizationCode:
          authorizationUrl: /
          scopes: {}
          tokenUrl: /
      type: oauth2
    bearer-key:
      type: http
      description: e.g. Bearer YOUR_AUTHORIZATION_TOKEN
      scheme: bearer
      bearerFormat: JWT
    BEARER_TOKEN_FROM_CI:
      type: http
      in: header
      scheme: bearer
    Bearer:
      type: http
      description: e.g. Bearer YOUR_AUTHORIZATION_TOKEN
      scheme: bearer
      bearerFormat: JWT
    bearerAuth:
      type: http
      scheme: bearer
      bearerFormat: JWT
      description: JWT bearer token authentication. Obtain your token from the Webex Developer Portal.
x-refined-from:
- webex-contact-center-openapi.json
- webex-queues-api-openapi.yml