Queue

Queue

Queue struct

{
    "id": "<string>",
    "name": "<string>",
    "detail": "<string>",
    "routing_method": "<string>",
    "tag_ids": [
        "<string>",
        ...
    ],
    "wait_actions": [
        {
            action...
        }
    ],
    "wait_timeout": <number>,
    "service_timeout": <number>,
    "wait_queue_call_ids": [
        "<string>",
        ...
    ],
    "service_queue_call_ids": [
        "<string>",
        ...
    ],
    "total_incoming_count": <number>,
    "total_serviced_count": <number>,
    "total_abandoned_count": <number>,
    "total_waittime": <number>,
    "total_service_duration": <number>,
    "tm_create": "<string>",
    "tm_update": "<string>",
    "tm_delete": "<string>",
}

• id (UUID): The queue’s unique identifier. Returned when creating a queue via POST /queues or when listing queues via GET /queues.

• name (String): Human-readable name for the queue.

• detail (String): Detailed description of the queue’s purpose.

• routing_method (enum string): The queue’s call routing method for selecting agents. See Routing Method.

• tag_ids (Array of UUID): List of tag IDs that agents must match to receive calls from this queue. Each ID is obtained from GET /tags. Agents must have all listed tags (AND logic).

• wait_actions (Array of Object): List of flow actions executed while callers wait in the queue. Each action follows the Action structure. These loop until an agent is found or the wait timeout is reached.

• wait_timeout (Integer): Maximum time in milliseconds a caller can wait in the queue before being removed. Set to 0 for no timeout (wait indefinitely).

• service_timeout (Integer): Maximum time in milliseconds a caller and agent can talk before the call is ended. Set to 0 for no timeout (talk indefinitely).

• wait_queue_call_ids (Array of UUID): List of queuecall IDs currently in the waiting state. Each ID can be used with GET /queuecalls/{id} to retrieve details. Read-only, managed by the system.

• service_queue_call_ids (Array of UUID): List of queuecall IDs currently in the service state (connected to an agent). Each ID can be used with GET /queuecalls/{id}. Read-only, managed by the system.

• total_incoming_count (Integer): Total number of calls that have entered this queue. Read-only.

• total_serviced_count (Integer): Total number of calls that were successfully connected to an agent. Read-only.

• total_abandoned_count (Integer): Total number of calls that left the queue without being serviced. Read-only.

• total_waittime (Integer): Sum of all calls’ waiting time in milliseconds. Read-only.

• total_service_duration (Integer): Sum of all calls’ service (agent conversation) time in milliseconds. Read-only.

• tm_create (string, ISO 8601): Timestamp when the queue was created.

• tm_update (string, ISO 8601): Timestamp of the last update to any queue property.

• tm_delete (string, ISO 8601): Timestamp when the queue was deleted. Set to 9999-01-01 00:00:00.000000 if not deleted.

Note

AI Implementation Hint

The wait_timeout and service_timeout fields are in milliseconds. A 5-minute wait timeout should be 300000, not 300. Setting either to 0 disables that timeout entirely.

Routing Method

Defines how the queue selects an agent when multiple matching agents are available.

Type	Description
random	Selects a random agent from the pool of available agents that match all required tags.