openapi: 3.2.0 info: version: 2.0.0 title: 8x8 Analytics for Contact Center Real-time Metrics Queues API contact: name: Analytics Team url: https://www.8x8.com/ email: vcc-analytics@8x8.com termsOfService: https://www.8x8.com/terms-and-conditions x-logo: url: https://www.8x8.com/wp-content/uploads/2016/06/8x8-Logo-Tagline-bottom.png description: 'The 8x8 Analytics for Contact Center Real-time Metrics API enables you to obtain the latest, real-time statistical data on queues and agents queue interactions. In addition to real-time data (which is refreshed every 5 seconds) you can also obtain data for select 15 or 30-minute intervals. The Real-time API supports both JSON and XML file response formats. You can switch between both formats using the `Accept` header. **Note**: the Real-time metrics endpoint is available on the following URLs: ``` https://api.8x8.com/analytics/cc/v1/realtime-metrics/ https://api.8x8.com/analytics/cc/v2/realtime-metrics/ https://api.8x8.com/analytics/cc/v3/realtime-metrics/ https://api.8x8.com/analytics/cc/v4/realtime-metrics/ https://api.8x8.com/analytics/cc/v5/realtime-metrics/ ``` _**This page is in the Beta stage. For step-by-step instructions on using the Real-time API refer to the [Real-time Metrics Use Case](https://8x8gateway-8x8apis.apigee.io/real-time-metrics-use-case)**_. ## **Authentication** You can try out this API through request authentication using your client credentials. Refer to [How to get API credentials](doc:how-to-get-api-keys) and [how to authenitcate](doc:oauth-authentication-for-8x8-xcaas-apis). All requests must be made over HTTPS - calls made over HTTP will fail. **Note**: The Real Time Metrics API uses either the **v1**, **v2**, **v3**, **v4** or **v5** path for the following URLs: - Access token: **`https://api.8x8.com/oauth/v2/token`** - **`GET`** request: **`https://api.8x8.com/analytics/cc/{version}/realtime-metrics/`** ' servers: - description: Europe Realtime Metrics API Production url: https://api.8x8.com/eu/analytics/cc/v5/realtime-metrics - description: APAC Realtime Metrics API Production url: https://api.8x8.com/au/analytics/cc/v5/realtime-metrics - description: Canada Realtime Metrics API Production url: https://api.8x8.com/ca/analytics/cc/v5/realtime-metrics - description: USA Realtime Metrics API Production url: https://api.8x8.com/analytics/cc/v5/realtime-metrics tags: - name: Queues description: This API retrieves real-time metrics related to queues paths: /queues: get: security: - bearerAuth: [] tags: - Queues summary: Queue Statistics description: This method retrieves real-time metrics for a list of queues. By default, the metrics for all queues are returned. The result can be filtered and paginated. operationId: cc-real-time-get-queues-metrics parameters: - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - abandoned.int-15m - abandoned.int-30m - abandoned.today - abandonedPercentage.int-15m - abandonedPercentage.int-30m - abandonedPercentage.today - accepted.int-15m - accepted.int-30m - accepted.today - acceptedPercentage.int-15m - acceptedPercentage.int-30m - acceptedPercentage.today - availableIdle.rt - avgDivertedTime.int-15m - avgDivertedTime.int-30m - avgDivertedTime.today - avgHandlingTime.int-15m - avgHandlingTime.int-30m - avgHandlingTime.today - avgOfferingTime.int-15m - avgOfferingTime.int-30m - avgOfferingTime.today - avgProcessingTime.int-15m - avgProcessingTime.int-30m - avgProcessingTime.today - avgWorkTime.int-15m - avgWorkTime.int-30m - avgWorkTime.today - avgWrapUpTime.int-15m - avgWrapUpTime.int-30m - avgWrapUpTime.today - busy.rt - busyExternal.rt - busyOther.rt - diverted.int-15m - diverted.int-30m - diverted.today - divertedPercentage.int-15m - divertedPercentage.int-30m - divertedPercentage.today - eligibl.rt - enabled.rt - entered.int-15m - entered.int-30m - entered.today - handling.rt - interactionsAvgWaitTime.int-15m - interactionsAvgWaitTime.int-30m - interactionsAvgWaitTime.today - interactionsHandling.rt - interactionsLongestWaitInQueue.int-15m - interactionsLongestWaitInQueue.int-30m - interactionsLongestWaitInQueue.rt - interactionsLongestWaitInQueue.today - interactionsWaitInQueue.rt - interactionsWrapUp.rt - longestOfferingTimeInQueue.int-15m - longestOfferingTimeInQueue.int-30m - longestOfferingTimeInQueue.today - offering.rt - onBreak.rt - shortAbandoned.int-15m - shortAbandoned.int-30m - shortAbandoned.today - shortAbandonedPercentage.int-15m - shortAbandonedPercentage.int-30m - shortAbandonedPercentage.today - slaPercentage.int-12h - slaPercentage.int-15m - slaPercentage.int-1h - slaPercentage.int-30m - slaPercentage.int-4h - slaPercentage.int-8h - slaPercentage.today - slaPercentageTarget.today - slaTimeThreshold.today - totalAbandoned.int-15m - totalAbandoned.int-30m - totalAbandoned.today - totalAbandonedPercentage.int-15m - totalAbandonedPercentage.int-30m - totalAbandonedPercentage.today - workingOffline.rt - wrapUp.rt - name: page in: query description: The page number required: false schema: type: integer format: int32 default: 0 - name: queue-ids in: query description: The optional set of queue identifiers. You only receive returned metrics for identified queues. required: false allowEmptyValue: false explode: true schema: type: array items: type: string - name: size in: query description: The number of individual elements to be returned per page. required: false schema: type: integer format: int32 default: 100 - name: summary in: query description: This parameter returns the queue summary (id, name). If this parameter is set to TRUE, queue-ids and metrics parameters are ignored. required: false allowEmptyValue: false schema: type: boolean - name: timezone in: query description: The specified timezone (applicable for TODAY metrics only). required: false schema: type: string example: Europe/Helsinki - name: includeTotals in: query description: Add totals for time, percentage, average and count metric. required: false allowEmptyValue: false schema: type: boolean responses: '200': description: Success/OK content: application/xml: schema: $ref: '#/components/schemas/SingleQueueResponseXML' application/json: schema: $ref: '#/components/schemas/SingleQueueResponse' '400': description: Bad request '401': description: Unauthorized '403': description: Forbidden '404': description: Not found '405': description: Method not allowed deprecated: false /queues/{id}: get: security: - bearerAuth: [] tags: - Queues summary: Individual Queue Metrics description: This method retrieves real-time metrics for a specific queue. The response returns an object which contains the queue ID, queue name and a list of metric objects. The metric contains a key field with a label or description as well as a value field. operationId: cc-real-time-get-queue-metrics-by-id parameters: - name: id in: path description: The queue identifier required: true schema: type: string example: '118' - name: metrics in: query description: The set of metric identifiers to be returned. required: false explode: true schema: type: array items: type: string example: - abandoned.int-15m - abandoned.int-30m - abandoned.today - abandonedPercentage.int-15m - abandonedPercentage.int-30m - abandonedPercentage.today - accepted.int-15m - accepted.int-30m - accepted.today - acceptedPercentage.int-15m - acceptedPercentage.int-30m - acceptedPercentage.today - availableIdle.rt - avgDivertedTime.int-15m - avgDivertedTime.int-30m - avgDivertedTime.today - avgHandlingTime.int-15m - avgHandlingTime.int-30m - avgHandlingTime.today - avgOfferingTime.int-15m - avgOfferingTime.int-30m - avgOfferingTime.today - avgProcessingTime.int-15m - avgProcessingTime.int-30m - avgProcessingTime.today - avgWorkTime.int-15m - avgWorkTime.int-30m - avgWorkTime.today - avgWrapUpTime.int-15m - avgWrapUpTime.int-30m - avgWrapUpTime.today - busy.rt - busyExternal.rt - busyOther.rt - diverted.int-15m - diverted.int-30m - diverted.today - divertedPercentage.int-15m - divertedPercentage.int-30m - divertedPercentage.today - eligibl.rt - enabled.rt - entered.int-15m - entered.int-30m - entered.today - handling.rt - interactionsAvgWaitTime.int-15m - interactionsAvgWaitTime.int-30m - interactionsAvgWaitTime.today - interactionsHandling.rt - interactionsLongestWaitInQueue.int-15m - interactionsLongestWaitInQueue.int-30m - interactionsLongestWaitInQueue.rt - interactionsLongestWaitInQueue.today - interactionsWaitInQueue.rt - interactionsWrapUp.rt - longestOfferingTimeInQueue.int-15m - longestOfferingTimeInQueue.int-30m - longestOfferingTimeInQueue.today - offering.rt - onBreak.rt - shortAbandoned.int-15m - shortAbandoned.int-30m - shortAbandoned.today - shortAbandonedPercentage.int-15m - shortAbandonedPercentage.int-30m - shortAbandonedPercentage.today - slaPercentage.int-12h - slaPercentage.int-15m - slaPercentage.int-1h - slaPercentage.int-30m - slaPercentage.int-4h - slaPercentage.int-8h - slaPercentage.today - slaPercentageTarget.today - slaTimeThreshold.today - totalAbandoned.int-15m - totalAbandoned.int-30m - totalAbandoned.today - totalAbandonedPercentage.int-15m - totalAbandonedPercentage.int-30m - totalAbandonedPercentage.today - workingOffline.rt - wrapUp.rt - name: timezone in: query description: The specified timezone (applicable for TODAY metrics only). required: false schema: type: string example: Europe/Helsinki responses: '200': description: Success/OK content: application/xml: schema: $ref: '#/components/schemas/SingleQueueResponseXML' application/json: schema: $ref: '#/components/schemas/SingleQueueResponse' '400': description: Bad request '401': description: Unauthorized '403': description: Forbidden '404': description: Not found '405': description: Method not allowed deprecated: false components: schemas: SingleQueueResponseXML: type: object properties: id: type: string example: '123' name: type: string example: Demo Sales Queue metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleQueueResponseXML xml: name: MetricsResponse attribute: true SingleQueueResponse: type: object properties: id: type: string example: '123' name: type: string example: Demo Sales Queue metrics: type: array items: $ref: '#/components/schemas/MetricItem' title: SingleQueueResponse xml: name: item attribute: true MetricItem: type: object title: MetricItem properties: key: type: string example: abandoned.int-15m value: type: number example: 5 securitySchemes: ApiKeyAuth: type: oauth2 description: This API uses OAuth 2 with the client credentials grant flow. flows: clientCredentials: tokenUrl: https://api.8x8.com/oauth/v2/token scopes: read: Grants read access write: Grants write access admin: Grants access to admin operations bearerAuth: type: http scheme: bearer bearerFormat: access_token x-readme: explorer-enabled: true proxy-enabled: true