Historical Statistics

GET /Queues/FIFO/{queueId}/Statistics

Purpose: Retrieve historical statistics for a specified QME FIFO queue.

Path Parameters & Query Parameters:

• queueId (integer): Queue identifier.

• interval (string, ISO 8601 duration): Backward time interval for which statistics are calculated.
  Example: PT5M (maximum allowed is PT24H; default is PT1M).

Response:

• 200 OK: Returns a Statistics object with the following properties:

  • avgWaitingTime (ISO 8601 duration): Average waiting time.
    Example: PT3M13S

  • maxWaitingTime (ISO 8601 duration): Maximum waiting time.
    Example: PT2M35S

  • avgConversationTime (ISO 8601 duration): Average conversation time per agent.
    Example: PT4H1M13S

  • maxConversationTime (ISO 8601 duration): Maximum conversation time.
    Example: PT5H30M10S

  • totalConversationTime (ISO 8601 duration): Total conversation time.
    Example: PT36H25M12S

  • servedCalls (integer): Total number of served calls.

  • servedVipCalls (integer): Total number of served VIP calls.

  • abandonedCalls (integer): Total number of abandoned calls.

  • abandonedVipCalls (integer): Total number of abandoned VIP calls.

  • exceedingWaitingTimeCalls (integer): Calls terminated due to waiting time limits.

  • exceedingWaitingTimeVipCalls (integer): VIP calls terminated due to waiting time limits.

  • overflowedCalls (integer): Calls terminated due to full queue.

  • overflowedVipCalls (integer): VIP calls terminated due to full queue.

Error Responses:

• 400 – Invalid queue id or if the interval exceeds 24 hours

• 401 – Unauthorized

• 403 – Forbidden (if the user is not authorized to view the queue’s statistics)

• 404 – Not found

• 429 – Too many requests (includes Retry-After header)

• 500 – Internal Server Error