Call Queues

The Call Queues report shows how each call queue is performing — how many interactions entered, were accepted, abandoned or diverted, the timing of those interactions, and the current live state of the queue (waiting, on-hold and talking calls, and agent availability).

It is served by a single endpoint:

• GET /v2/pbxes/{pbxId}/call-queue-metrics — Get Call Queue Metrics reference

Request

Method: GET

Headers

Name	Required	Description	Example
8x8-apikey	✓	The 8x8-apikey provided	test_key_kjdfidj238jf9123df221
Authorization	✓	The access_token as a Bearer token	Bearer eyJhbGciOiJSUzI1NiJ9.yyyyyyyy.zzzzzzzzzz

Path

Name	Required	Description	Example
pbxId	✓	The opaque id of the PBX (not the PBX name).	P2DlDO1HSKe0uPdZlClziw

Query

Name	Required	Description	Example
queueIds		Restrict to specific call queues (comma-separated). All queues if omitted.	q1,q2
siteIds		Restrict to specific sites (comma-separated). All sites if omitted.	site1
startDate / endDate		Historical window in ISO 8601. Omit both for the current live state.	2026-07-01T00:00:00Z
intraDayStart / intraDayEnd		Optional intra-day window; only valid together with startDate/endDate.	2026-07-01T09:00:00Z
metrics		Comma-separated metrics to return (see below).	enteredCalls,acceptedCalls,divertedCalls
includeSummary		Defaults to true; pass false to omit the aggregated summary across the selected queues.	false

Metrics

The full list and per-metric descriptions are on the reference page. They fall into these groups:

• Volume — enteredCalls, acceptedCalls, acceptedCallsPercentage, completedCalls, missedCalls, missedCallsPercentage, abandonedInWaitingCalls, abandonedInWaitingCallsPercentage, abandonedInHandlingCalls, abandonedInHandlingCallsPercentage, divertedCalls, divertedCallsPercentage, forwardedToVoiceMail, activeCalls
• Timing (seconds) — averageTimeToAnswer, averageHandlingTime, averageWaitingTime, averageOnHoldTime, averageTalkTime, longestWaitingTime, longestHandlingTime, longestOnHoldTime, longestTalkTime, totalHandlingTime, totalWaitingTime, totalTalkTime, totalOnHoldTime
• Transfers — transferredToCallQueue, transferredToCallQueuePercentage, transferredToRingGroup, transferredToRingGroupPercentage, transferredToExternalNumber
• Live (ongoing) — ongoingWaitingCalls, ongoingOnHoldCalls, ongoingTalkingCalls, ongoingTotalCalls, ongoingHandlingCalls, ongoingAvailableAgents, ongoingEligibleAgents, ongoingTotalAgents, ongoingEnabledPrimaryAgents, ongoingEnabledOverflowAgents, ongoingEligiblePrimaryAgents, ongoingEligibleOverflowAgents, ongoingOverflowAgents, ongoingPrimaryWrappingUpAgents, ongoingOverflowWrappingUpAgents, ongoingWrappingUpAgents, ongoingLoggedOutAndDndAgents, ongoingLoggedOutAndDndOverflowAgents, ongoingAvgHandlingTime, ongoingAvgTalkingTime, ongoingAvgWaitingTime, ongoingTotalHandlingTime, ongoingTalkingTime, ongoingOnHoldTime, ongoingWaitingTime, ongoingLongestHandlingTime, ongoingLongestOnHoldTime, ongoingLongestTalkingTime, ongoingAvgOnHoldTime, ongoingLongestWaitingTime

📘 How the volume buckets relate

Every completed queue entry falls into exactly one outcome: enteredCalls = acceptedCalls + abandonedInWaitingCalls + divertedCalls + missedCalls + abandonedInHandlingCalls. forwardedToVoiceMail is a sub-case of divertedCalls — the system routed the caller to voicemail (or another queue, ring group or external number) before any agent was offered the call. transferredTo* are agent-initiated and can happen after answer, so they are counted within acceptedCalls, not as a separate bucket.

Example request

📘 Try it out

You can try this endpoint from the reference.

curl --location --request GET 'https://api.8x8.com/analytics/work/v2/pbxes/{pbxId}/call-queue-metrics?startDate=2026-07-01T00:00:00Z&endDate=2026-07-15T23:59:59Z&metrics=enteredCalls,acceptedCalls,divertedCalls,averageTimeToAnswer&includeSummary=true' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Response

Each entry in callQueues identifies the queue (pbx, site, id, name, extension, and a deleted flag) and carries the requested metrics in a metrics object. Unless includeSummary=false, a top-level metricsSummary object aggregates the same metrics across all returned queues.

📘 Durations are in seconds.

{
  "callQueues": [
    {
      "pbx": "acmecorp",
      "site": "SanJose",
      "id": "tqteLkZOScyi0Mai9ewUlA",
      "name": "Support CQ",
      "deleted": false,
      "extension": "1000",
      "metrics": {
        "enteredCalls": 128,
        "acceptedCalls": 111,
        "acceptedCallsPercentage": 86.7,
        "abandonedInWaitingCalls": 12,
        "divertedCalls": 5,
        "divertedCallsPercentage": 3.9,
        "averageTimeToAnswer": 8.2,
        "averageHandlingTime": 254,
        "ongoingWaitingCalls": 2,
        "ongoingTalkingCalls": 6,
        "ongoingAvailableAgents": 4,
        "ongoingAvgOnHoldTime": 15
      }
    }
  ],
  "metricsSummary": {
    "enteredCalls": 128,
    "acceptedCalls": 111,
    "divertedCalls": 5,
    "completedTotalsSum": 116
  }
}

Response fields

Field	Description
callQueues[]	One entry per call queue matching the filters
callQueues[].id / name / extension	Queue identifier, display name and extension (a string)
callQueues[].deleted	true if the queue has since been deleted
callQueues[].pbx / site	PBX and site the queue belongs to
callQueues[].metrics	Object holding each requested metric and its value
metricsSummary	Aggregated metrics across all returned queues (present by default; omitted when includeSummary=false). Includes completedTotalsSum.