openapi: 3.0.2
x-explorer-enabled: false
x-samples-languages:
- curl
- node
- java
- javascript
- python
- go
info:
  title: Routing - Queue Metrics
  description: 'Queue Metrics are statistical measures related to the operation of a contact center match queue, such as the
    number of agents that are ready, the number of agents that are busy, and the expected wait time. A match queue is used
    to identify a pool of contact center agents for which Customer engagements can be matched and routed.

    '
  contact:
    name: Avaya API Team
    url: https://developers.avayacloud.com/onecloud-ccaas
    email: apiteam@avaya.com
  license:
    name: Avaya Software Development Kit (SDK) Software License Terms
    url: http://support.avaya.com/css/P8/documents/101038288
  version: 1.0.1
tags:
- name: Queue Metrics
  description: 'Metrics associated with a routing queue.

    '
servers:
- url: '{protocol}://{server}{basePath}'
  description: Open API
  variables:
    protocol:
      enum:
      - https
      default: https
    server:
      default: HOST-REGION.api.avayacloud.com
    basePath:
      default: /api/queue-metrics/v1
- url: '{protocol}://{server}:{port}'
  description: Internal API
  variables:
    protocol:
      enum:
      - http
      - https
      default: http
    server:
      default: vrc-metrics-aggregator-service
    port:
      enum:
      - '80'
      - '443'
      default: '80'
paths:
  /accounts/{accountId}/queues/{queueId}/channels/{channelId}/metrics:
    get:
      tags:
      - Queue Metrics
      summary: Request Metrics
      description: "Request to obtain metrics for a match queue. \n\nThe client will send a request for metrics for the specified\
        \ queue, channel, attributes and priority, upon successful calculation of the metrics the server will respond back\
        \ with a list of the calculated queue metrics. \n\nQueue metrics are statistical measures related to the operation\
        \ of a contact center queue. These metrics include measures related to engagements that are queued, and to the agents\
        \ that staff the queue.\n"
      operationId: getMetricsRequestPriorityAttributesOptional
      parameters:
      - $ref: '#/components/parameters/accountId'
      - $ref: '#/components/parameters/queueId'
      - $ref: '#/components/parameters/channelId'
      - $ref: '#/components/parameters/attributes'
      - $ref: '#/components/parameters/priority'
      responses:
        '200':
          description: Returned Metrics.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SynchronousMetricsResponse'
              examples:
                MetricsResponse:
                  $ref: '#/components/examples/MetricsResponse'
                MetricsQueueResponse:
                  $ref: '#/components/examples/MetricsQueueResponse'
                MetricsDefaultResponse:
                  $ref: '#/components/examples/MetricsDefaultResponse'
        '400':
          description: 'Constraint violation in the request.


            Reasons such as Queue can''t be null, Attributes can''t be empty in a queue, Attributes must contain 10 or less
            attributes.

            '
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorConstraintViolation'
        '401':
          description: Unauthorized.
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorUnauthorized'
        '403':
          description: Forbidden.
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorForbidden'
        '404':
          description: Not Found.
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorNotFound'
        '500':
          description: Internal Server Error.
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorInternalServerError'
security:
- {}
- BearerAuth: []
  AppKey: []
components:
  securitySchemes:
    BearerAuth:
      type: http
      scheme: bearer
      description: This API uses Bearer Token Authorization Flow
      bearerFormat: JWT
    AppKey:
      type: apiKey
      in: header
      name: appkey
      description: This API needs an appKey as header
  parameters:
    accountId:
      name: accountId
      in: path
      description: The unique 6 character internal id that represents the customer account
      required: true
      schema:
        type: string
        minLength: 6
        maxLength: 6
        pattern: ^[a-zA-Z]{6}$
        example: ABCDEF
    queueId:
      name: queueId
      in: path
      description: The unique uuid of the queue. Only valid Contact Center Queue Id's are accepted
      required: true
      schema:
        type: string
        minLength: 36
        maxLength: 36
        pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        example: bea76b16-5aff-4cd6-8db0-5d8d649dd865
    channelId:
      name: channelId
      in: path
      description: The id representing the Contact Center Channel. Only valid Contact Center Channel Id's are accepted. See
        Channel page in CCaaS Fundamentals section of Developer Guides for a list of supported Channel Id's.
      required: true
      schema:
        type: string
        minLength: 3
        maxLength: 256
        example: Voice
    attributes:
      name: attributes
      in: query
      description: Attributes are used to describe the skills of the agents. A max of 10 attributes per queue are allowed,
        and the Attribute format must follow the 'X.X' style, for example 'CategoryName.AttributeName'. Engagements are typically
        routed to a suitable agent that shares the same attribute combination that make up a queue. Queue metrics results
        for queues with attributes may be less favorable than queue metrics without attributes, as only a subset of the agent
        pool may be configured to handle requests with the additional attributes.
      required: false
      schema:
        type: array
        items:
          type: string
          maxLength: 256
        minItems: 0
        maxItems: 10
        example:
        - Language.English
        - Product.Landline
    priority:
      name: priority
      in: query
      description: The priority of this queue request. The smaller the number meaning the higher the priority.
      required: false
      schema:
        type: integer
        format: int32
        minimum: 1
        maximum: 10
        example: 3
  schemas:
    SynchronousMetricsResponse:
      description: The synchronous metrics response.
      type: object
      required:
      - accountId
      - matchQueue
      properties:
        accountId:
          description: The unique 6 character internal id that represents the customer account
          type: string
        matchQueue:
          $ref: '#/components/schemas/MatchQueue'
        metricType:
          description: The type of metrics returned, default or calculated based on attributes
          type: string
          enum:
          - QUEUE
          - SPECIALIZED_QUEUE
          - DEFAULT
        metrics:
          description: The queue metrics that were requested.
          type: array
          items:
            $ref: '#/components/schemas/Metrics'
    MatchQueue:
      description: The Match Queue defines the properties that are used in the matching of engagements against a pool of contact
        center agents.
      type: object
      required:
      - queueId
      - channelId
      properties:
        queueId:
          description: The unique uuid of the queue. Only valid Contact Center Queue Id's are accepted.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        channelId:
          description: The id representing the Contact Center Channel. Only valid Contact Center Channel Id's are accepted.
            See Channel page in CCaaS Fundamentals section of Developer Guides for a list of supported Channel Id's.
          type: string
          minLength: 3
          maxLength: 256
        attributes:
          description: 'Attributes are used to describe the skills of the agents. A max of 10 attributes per queue are allowed,
            and the Attribute format must follow the ''X.X'' style, for example ''CategoryName.AttributeName''. Engagements
            are typically routed to a suitable agent that shares the same attribute combination that make up a queue. Queue
            metrics results for queues with attributes may be less favorable than queue metrics without attributes, as only
            a subset of the agent pool may be configured to handle requests with the additional attributes.

            '
          type: array
          minItems: 0
          maxItems: 10
          items:
            type: string
            minLength: 3
            maxLength: 101
            pattern: ^[^\s|\[\*`/?=;,.\]]([^\[\*`/?=;,.\]]{0,48}[^\s|\[\*`/?=;,.\]])?\.[^\s|\[\*`/?=;,.\]]([^\[\*`/?=;,.\]]{0,48}[^\s|\[\*`/?=;,.\]])?$
        priority:
          description: 'Represents the priority of the Engagements for the requested queue, channel and attributes. If ''Priority''
            is not specified then the Engagement metrics returned will be an aggregate of all the Engagements across all priorities
            currently in Queue.  If ''Priority'' is specified then the Engagement metrics returned are for engagements with
            the specified Priority in that Queue. Metrics for higher priority requests against a queue will have more favorable
            queue metrics (e.g. lower queue wait times). Match requests made with a higher priority will be handled before
            lower priority requests. The smaller the number meaning the higher the priority.

            '
          type: integer
          format: int32
          minimum: 1
          maximum: 10
    Metrics:
      description: The metrics relating to the queue.
      type: object
      required:
      - metricName
      - metricValue
      properties:
        metricName:
          description: The name of the metric eg. AgentStaffedCount, ExpectedWaitTime. See Queue Metrics table in Developer
            Guides for list of available metrics.
          type: string
        metricValue:
          description: The corresponding value of the metric e.g. value of 10 for AgentStaffedCount. See Queue Metrics table
            in Developer Guides for possible values for each metric.
          type: string
    Problem:
      type: object
      description: '<b>Problem Detail</b> as a way to carry machine-readable details of errors in a HTTP response to avoid
        the need to define new error response formats for HTTP APIs <a href="https://tools.ietf.org/html/rfc7807">RFC 7807</a>

        '
      properties:
        type:
          type: string
          format: uri
          description: 'An absolute URI that identifies the problem type. When dereferenced, it SHOULD provide human-readable
            documentation for the problem type (e.g., using HTML).

            '
          default: about:blank
          example: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#constraint-violation
        title:
          type: string
          description: 'A short, summary of the problem type. Written in english and readable for engineers (usually not suited
            for non technical stakeholders and not localized).

            '
          example: Service Unavailable
          nullable: true
        status:
          type: integer
          format: int32
          description: 'The HTTP status code generated by the origin server for this occurrence of the problem.

            '
          minimum: 100
          maximum: 600
          exclusiveMaximum: true
          example: 503
          nullable: true
        detail:
          type: string
          description: 'A human readable explanation specific to this occurrence of the problem.

            '
          example: Connection to database timed out
          nullable: true
        instance:
          type: string
          format: uri
          description: 'An absolute URI that identifies the specific occurrence of the problem. It may or may not yield further
            information if dereferenced.

            '
          nullable: true
        violations:
          type: array
          description: 'A list of violations that occurred as a result of invalid data provided as part of a request.

            '
          nullable: true
          items:
            type: object
            properties:
              field:
                type: string
                description: 'The name of the field in the request that caused the violation. This can be the name of a path
                  parameter, query parameter, or a field within the request body.

                  '
                example: accountId
              message:
                type: string
                description: 'A human readable explanation specific to this occurrence of the violation.

                  '
                example: must match "^[a-zA-Z]{6}$"
              code:
                type: integer
                format: int32
                description: 'The violation code generated by the server for this occurrence of the violation. Use this code
                  when implementing any error handling logic instead of the message, as the message can change.

                  '
                example: 20006
          example:
          - field: emailAddress
            message: must not be null
            code: 20002
          - field: accountId
            message: must match "^[a-zA-Z]{6}$"
            code: 20006
  examples:
    MetricsResponse:
      description: Metrics response example.
      value:
        accountId: ABCDEF
        matchQueue:
          queueId: bea76b16-5aff-4cd6-8db0-5d8d649dd865
          channelId: Voice
          attributes:
          - Language.English
          - Product.Landline
          priority: 3
        metricType: SPECIALIZED_QUEUE
        metrics:
        - metricName: agentStaffedCount
          metricValue: '10'
        - metricName: agentReadyCount
          metricValue: '5'
        - metricName: agentBusyCount
          metricValue: '5'
        - metricName: waitingEngagementCount
          metricValue: '2'
        - metricName: processingEngagementCount
          metricValue: '3'
        - metricName: oldestEngagementWaiting
          metricValue: '30'
        - metricName: rollingASA
          metricValue: '10'
        - metricName: queueOccupancy
          metricValue: '100'
        - metricName: expectedWaitTime
          metricValue: '10'
    MetricsQueueResponse:
      description: Queue based metrics response, calculated metrics will be available soon.
      value:
        accountId: ABCDEF
        matchQueue:
          queueId: bea76b16-5aff-4cd6-8db0-5d8d649dd865
          channelId: Voice
          attributes:
          - Language.English
          - Product.Landline
          priority: 3
        metricType: QUEUE
        metrics:
        - metricName: agentStaffedCount
          metricValue: '0'
        - metricName: agentReadyCount
          metricValue: '0'
        - metricName: agentBusyCount
          metricValue: '0'
        - metricName: waitingEngagementCount
          metricValue: '0'
        - metricName: processingEngagementCount
          metricValue: '0'
        - metricName: oldestEngagementWaiting
          metricValue: '0'
        - metricName: rollingASA
          metricValue: '0'
        - metricName: queueOccupancy
          metricValue: '0'
        - metricName: expectedWaitTime
          metricValue: '9999'
    MetricsDefaultResponse:
      description: Default metrics response.
      value:
        accountId: ABCDEF
        matchQueue:
          queueId: bea76b16-5aff-4cd6-8db0-5d8d649dd865
          channelId: Voice
          attributes:
          - Language.English
          - Product.Landline
          priority: 3
        metricType: DEFAULT
        metrics:
        - metricName: agentStaffedCount
          metricValue: '0'
        - metricName: agentReadyCount
          metricValue: '0'
        - metricName: agentBusyCount
          metricValue: '0'
        - metricName: waitingEngagementCount
          metricValue: '0'
        - metricName: processingEngagementCount
          metricValue: '0'
        - metricName: oldestEngagementWaiting
          metricValue: '0'
        - metricName: rollingASA
          metricValue: '0'
        - metricName: queueOccupancy
          metricValue: '0'
        - metricName: expectedWaitTime
          metricValue: '9999'
    ErrorConstraintViolation:
      description: Constraint Violation
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#constraint-violation
        title: Constraint Violation
        status: 400
        detail: A problem that indicates a syntactically correct, yet semantically illegal request. The Server can not process
          this request until the client resolves the semantic errors described in the violations section.
        violations:
        - field: channelId
          message: size must be between 3 and 256
          code: 20003
    ErrorUnauthorized:
      description: Unauthorized
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#unauthorized
        title: Unauthorized
        status: 401
        detail: This operation requires authentication. See https://developers.avayacloud.com/onecloud-ccaas/docs/how-to-authenticate-with-ccaas-apis
    ErrorForbidden:
      description: Forbidden
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#forbidden
        title: Forbidden
        status: 403
        detail: According to the access control policy the current user and/or accountId does not have permission to access
          this resource.
    ErrorNotFound:
      description: Not Found
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#not-found
        title: Not Found
        status: 404
        detail: Either there is no API method associated with the URL path of the request, or the request refers to one or
          more resources that were not found.
    ErrorInternalServerError:
      description: Server Error
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#server-error
        title: Server Error
        status: 500
        detail: An internal server error was encountered.