Call Queue Realtime API

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This API is deprecated

This API is deprecated in favor of the new Call Queue Metric API that can return both realtime metrics and historical metrics, in case a date range is submitted in the request

This API provides information about Realtime Ongoing Interactions.

The call queue realtime metrics can be obtained for a particular pbx, and can be filtered by sites and queues.

Customer Data API provides the current configuration of active pbxes, sites and queues, and most importantly, the ids of these entities, that will be used for fetching and filtering of desired realtime metrics.

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You will need a working API key to begin

You can generate API credentials from How to get API Keys

The 8x8-api-key will be the Key generated. For Work Analytics the Secret from Admin Console is not required.

Use the following base URL during this process:

• https://api.8x8.com/analytics/work

1. Authenticate to retrieve access token

You will use your API key combined with the user credentials of a user with permission and access to Work Analytics to authenticate, this user does not need to be the one who generated the API credentials

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User must access Analytics at least once via browser

The users credentials will not be able to leverage the API until they have used Work Analytics via browser at least once

Parameters

Method: POST

Headers

Body

Authentication Request:

curl --location --request POST 'https://api.8x8.com/analytics/work/v1/oauth/token' \
--header '8x8-apikey: {8x8-apikey input here}' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'username={8x8 username of user input here}' \
--data-urlencode 'password={8x8 password of user input here}'

Authentication Response:

Response

{
    "access_token": "eyJhbGciOiJSUzI1NiJ9.yyyyyyy.zzzzzzzzzzz",
    "token_type": "bearer",
    "expires_in": 1800
}

Outputs For Next Step:

• access_token
• expires_in

The token will expire in the number of seconds specified in expires_in.

The following steps will use the access_token as a Bearer Token form of authentication. This takes the form of the
Authorization header being set to Bearer access_token (Space between Bearer and the access_token)

Call Queue Realtime Metrics Request

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Real time metrics properties

All metrics are real time; the call related metrics are calculated based on the on-going calls. Totals and averages only include in progress transactions.

Method: GET

Headers

Parameters

Path /{version}/call-queues/real-time/pbxes/{pbxId}

Query

The list of available realtime metrics for a call queue can be found below:

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Real time metrics properties

The time related metrics are measured in milliseconds.

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Try out the Call Queue Realtime Metrics Request

curl --location --request GET 'https://api.8x8.com/analytics/work/v2/call-queues/real-time/pbxes/{pbxId here}?metrics=totalHandlingTime,avgHandlingTime,avgTalkingTime,waitingTime,talkingTime,avgWaitingTime&includeSummary=true&sort=name,asc' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Call Queue Realtime Metrics Response

This sample response is for getting a subset of call queue metrics (namely totalHandlingTime, avgHandlingTime, avgTalkingTime, waitingTime, talkingTime, avgWaitingTime), including metrics summary, for a particular pbx.

{
    "callQueues": [
        {
            "name": "Alerie Hightower",
            "extension": "189751",
            "pbx": "coreanalyticsprod",
            "site": "SanJose-Onel",
            "metrics": {
                "totalHandlingTime": 0,
                "avgHandlingTime": 0.0,
                "avgTalkingTime": 0.0,
                "waitingTime": 85276,
                "talkingTime": 0,
                "avgWaitingTime": 28425.0
            }
        },
        {
            "name": "Narbo",
            "extension": "153964",
            "pbx": "coreanalyticsprod",
            "site": "SanJose-Onel",
            "metrics": {
                "totalHandlingTime": 24069,
                "avgHandlingTime": 12034.0,
                "avgTalkingTime": 14069.0,
                "waitingTime": 14069,
                "talkingTime": 14069,
                "avgWaitingTime": 14069.0
            }
        }
    ],
    "metricsSummary": {
        "totalHandlingTime": 24069,
        "avgHandlingTime": 12034.0,
        "avgTalkingTime": 14069.0,
        "waitingTime": 99345,
        "talkingTime": 14069,
        "avgWaitingTime": 24836.0
    }
}