Queue Agent Activity

The Queue Agent Activity report breaks agent interaction handling down per call queue — the same agent-level metrics as Agent Activity, but grouped under each queue and attributed to that queue, so you can see how an agent performs in one queue versus another and whether they are a primary or overflow agent.

It is served by a single endpoint:

• GET /v2/pbxes/{pbxId}/queue-agent-activity — Agent Activity per Queue 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 queues (comma-separated). All queues if omitted.	q1,q2
queueStatuses		Filter by queue status (comma-separated). Valid values: AVAILABLE_IDLE, HANDLING, ALERTING, PAUSE, WRAP_UP, BUSY_OTHER, DND, LOGGED_OUT, OFFLINE. (Primary vs overflow is the agent's role, surfaced via overflowAgent/queueStatus, not a filter value.)	HANDLING,ALERTING
userIds		Restrict to specific agents (comma-separated).	u1
userStatuses		Filter by current user status (comma-separated).	AVAILABLE,BUSY
siteIds		Restrict to specific sites (comma-separated).	site1
startDate / endDate		Historical window in ISO 8601. The interval cannot exceed 1 day. 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).	acceptedInteractions,averageTalkingInteractionsTime
includeSummary		Defaults to true; pass false to omit the per-queue aggregated summary of the metrics.	false

Metrics

Full descriptions are on the reference page. They fall into these groups:

• Volume — enteredInteractions, acceptedInteractions, acceptedInteractionsPercentage, missedInteractions, missedInteractionsPercentage, rejectedInteractions, rejectedInteractionsPercentage
• Timing (seconds) — agentAverageTimeToAnswer, agentTotalTalkTime, averageTalkingInteractionsTime, averageOnHoldInteractionsTime, averageWrapUpTime, totalInteractionTime
• Status — userStatusTime, queueStatusTime
• Live (ongoing) — ongoingHandlingInteractions, ongoingTalkingInteractions, ongoingOnHoldInteractions, ongoingWrapUpInteractions, ongoingTalkingInteractionsTime, ongoingOnHoldInteractionsTime, ongoingWrapUpInteractionsTime, ongoingTotalHandlingInteractionsTime, ongoingAvgHandlingInteractionsTime, ongoingAvgTalkingInteractionsTime

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}/queue-agent-activity?queueIds={queueId}&startDate=2026-07-01T00:00:00Z&endDate=2026-07-01T23:59:59Z&metrics=acceptedInteractions,missedInteractions,averageTalkingInteractionsTime' \
--header 'Authorization: Bearer {access_token here}' \
--header '8x8-apikey: {8x8-apikey input here}'

Response

The response groups agents by queue. Each entry in queuesAgentActivity identifies the queue (pbx, site, queueId, queueExtension, queueName, autoLogin) and holds a queueAgentActivity array of the agents working that queue. Each agent entry carries its queueStatus / userStatus, whether it is an overflowAgent, any current interaction, and the requested metrics.

📘 Durations are in seconds. Timing and percentage values may be decimals (percentages are 0–100); only counts are integers.

{
  "queuesAgentActivity": [
    {
      "pbx": "acmecorp",
      "site": "SanJose",
      "queueId": "tqteLkZOScyi0Mai9ewUlA",
      "queueExtension": "1000",
      "queueName": "Support CQ",
      "autoLogin": true,
      "queueAgentActivity": [
        {
          "userId": "5f2c1a90-1b23-4d56-8e90-abcdef012345",
          "agentExtension": "1014",
          "agentName": "Chandler Hollow",
          "queueStatus": "PRIMARY",
          "userStatus": "AVAILABLE",
          "overflowAgent": false,
          "interaction": {
            "caller": "Chay Hoss",
            "address": "1006"
          },
          "metrics": {
            "acceptedInteractions": 30,
            "missedInteractions": 2,
            "averageTalkingInteractionsTime": 138.6,
            "queueStatusTime": 3600.0
          }
        }
      ],
      "summary": {
        "acceptedInteractions": 30,
        "missedInteractions": 2
      }
    }
  ]
}

Response fields

Field	Description
queuesAgentActivity[]	One entry per queue matching the filters
queuesAgentActivity[].queueId / queueName / queueExtension	Queue identifier, display name and extension
queuesAgentActivity[].autoLogin	Whether the queue uses auto-login
queuesAgentActivity[].queueAgentActivity[]	Agents working that queue
...queueAgentActivity[].queueStatus / overflowAgent	The agent's role in this queue (primary vs overflow)
...queueAgentActivity[].interaction	The interaction the agent is currently handling, if any
...queueAgentActivity[].metrics	Object holding each requested metric and its value
queuesAgentActivity[].summary	Aggregated metrics for the queue (present by default; omitted when includeSummary=false)