Queue Performance API - Kore.ai Docs

Back to API List Returns queue performance metrics for contact-center monitoring and analytics applications. A result row is scoped to one queue, one channel/source, and one direction. Historical queue metrics and live queue statistics are returned by one request so the client does not need to query each source independently.

The maximum requested time range allowed is 24 hours. Agent-roster details are not included; this API returns queue-level agent status counts only.

Method	POST
Endpoint	`https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/queue-performance?sortBy=queueName:asc`
Content-Type	`application/json`
Authorization	`auth: {{JWT_TOKEN}}` See How to generate the JWT Token
API Scope	Configuration

Path Parameters

Parameter	Description	Type
`host`	Environment URL, for example, `https://platform.kore.ai`	String, required
`accountId`	The Account identifier. It must match the account in the public credential.	String, required

Query Parameters

Parameter	Description	Type
`sortBy`	Sorts result rows using `field:direction`, for example `queueName:asc` or `queueName:desc`. The body value is used when this query parameter is omitted.	String, optional

Header Parameters

Header	Description	Optional/Required
`iId`	Instance bot/stream identifier used to scope the analytics request.	Required

Sample Request

curl --location 'https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}/queue-performance?sortBy=queueName:asc' \
--header 'accountId: {{accountId}}' \
--header 'auth: {{JWT_TOKEN}}' \
--header 'iId: {{streamId}}' \
--data '{
  "startDate": "2026-09-08T00:00:00.000Z",
  "endDate": "2026-09-08T23:59:59.999Z",
  "queues": [],
  "channels": ["Voice", "rtm", "emailInst-support"],
  "direction": ["Inbound", "Outbound"],
  "limit": 100,
  "offset": 0,
  "projection": []
}'

Request Body Parameters

Parameter	Description	Type
`startDate`	Start time of the session in ISO 8601 format.	String, required
`endDate`	End time of the session in ISO 8601 format. Must be greater than or equal to `startDate`; the range must not exceed 24 hours.	String, required
`queues`	Queue IDs to include. An empty array includes all active queues visible to the authenticated tenant.	Array, optional
`channels`	Channel aliases (`Voice`, `Chat`, `Digital`, `WhatsApp`, `Email`), call-details display labels such as `Web/Mobile Client`, or exact configured source IDs such as `rtm` or `emailInst-support`. An empty array includes all supported sources.	Array, optional
`direction`	Direction filter. Valid values are `Inbound`, `Outbound`, and `Both`. An empty array applies no direction filter. `Both` is expanded to inbound and outbound rows.	Array, optional
`limit`	Number of result rows to return. Defaults to `100`; maximum `1000`. A row represents a queue/channel/direction combination.	Integer, optional
`offset`	Number of result rows to skip. Defaults to `0`.	Integer, optional
`projection`	Row metrics to compute and return. If omitted or empty, all public row metrics are computed. When supplied, only the selected metrics are computed; dimension fields are always returned.	Array, optional

An empty projection requests all public row metrics. To reduce computation and response size, provide one or more projection values from the table below; only the selected metrics are computed.

Projection Values

Value	Returned field
`agentStatusCount`	Available, away, busy, and offline agent counts.
`totalConversation`	Incoming plus outgoing conversations for the row.
`waiting`	Current live queue waiting count.
`ongoing`	Current ongoing/engaged interaction count.
`idle`	Current idle interaction count.
`expired`	Current expired interaction count.
`completed`	Completed/closed conversations.
`transferred`	Conversations transferred to another agent or queue.
`abandonedInQueue`	Conversations abandoned in queue.
`overdue`	Current interactions beyond the queue wait threshold.
`systemTermination`	System-termination counts, broken down by termination reason.
`ASA`	Average speed of answer, in milliseconds (the native analytics duration unit).
`AHT`	Average handle time, in milliseconds (the native analytics duration unit).
`accepted`	Conversations with a queue-start/acceptance timestamp.
`answered`	Conversations answered by an agent (using the analytics metadata answer rule).
`queueLoad`	Current queue load for this queue/channel/direction dimension.
`resolved`	Resolved conversation percentage: resolved conversations divided by completed conversations, rounded to the nearest whole percent.
`skillsInQueue`	Skills configured for the queue.
`topSkills`	Skills for the row, ordered by conversation count, with conversation counts and percentages.
`SLA`	Service-level percentage for inbound non-email rows; `N/A` for outbound or email rows.

Sample Response

{
  "finalResult": [
    {
      "queueId": "qu-577416d-3745-40e7-904c-85ba1a04xxxx",
      "queueName": "Support Queue",
      "channel": "Voice",
      "direction": "Inbound",
      "agentStatusCount": {
        "available": 3,
        "away": 1,
        "busy": 2,
        "offline": 0
      },
      "totalConversation": 42,
      "waiting": 2,
      "ongoing": 4,
      "idle": 1,
      "expired": 0,
      "completed": 36,
      "transferred": 5,
      "abandonedInQueue": 1,
      "overdue": 0,
      "systemTermination": {
        "outOfBusinessHours": 0,
        "noAgentsAvailable": 1,
        "networkFailure": 0,
        "voiceGatewayError": 0,
        "Others": 0
      },
      "ASA": 14,
      "AHT": 321,
      "accepted": 36,
      "answered": 36,
      "queueLoad": 4,
      "resolved": 78,
      "skillsInQueue": [
        { "skillId": "sk-billing", "skillName": "Billing" },
        { "skillId": "sk-medical", "skillName": "Medical" }
      ],
      "topSkills": [
        { "skillName": "Medical", "conversationCount": 18, "conversationPercent": "43%" },
        { "skillName": "Billing", "conversationCount": 12, "conversationPercent": "29%" }
      ],
      "SLA": 92
    },
    {
      "queueId": "qu-577416d-3745-40e7-904c-85ba1a04xxxx",
      "queueName": "Support Queue",
      "channel": "emailInst-support",
      "direction": "Outbound",
      "agentStatusCount": {
        "available": 3,
        "away": 1,
        "busy": 2,
        "offline": 0
      },
      "totalConversation": 3,
      "waiting": 0,
      "ongoing": 0,
      "idle": 0,
      "expired": 0,
      "completed": 3,
      "transferred": 0,
      "abandonedInQueue": 0,
      "overdue": 0,
      "systemTermination": {
        "outOfBusinessHours": 0,
        "noAgentsAvailable": 0,
        "networkFailure": 0,
        "voiceGatewayError": 0,
        "Others": 0
      },
      "ASA": 0,
      "AHT": 0,
      "accepted": 3,
      "answered": 3,
      "queueLoad": 0,
      "resolved": 100,
      "skillsInQueue": [],
      "topSkills": [],
      "SLA": "N/A"
    }
  ],
  "hasMore": false,
  "offset": 0,
  "limit": 100,
  "totalResults": 2
}

Response Body Parameters

Field	Type	Description
`finalResult`	Array	Paginated rows. Each row is one `queueId` + `channel` + `direction` combination.
`finalResult.queueId`	String	Queue identifier.
`finalResult.queueName`	String	Queue display name.
`finalResult.channel`	String	`Voice` for voice sources (including `campaign`), otherwise the exact value stored in the conversation `source` field (for example `rtm` or `emailInst-support`).
`finalResult.direction`	String	`Inbound` or `Outbound`, derived from the conversation subtype/metadata used by analytics.
`finalResult.agentStatusCount`	Object	Queue-level counts for `available`, `away`, `busy`, and `offline` agents. These counts are not split by channel/direction and may repeat on multiple dimension rows for the same queue.
`finalResult.totalConversation`	Integer	`incoming + outgoing` for the row.
`finalResult.waiting`	Integer	Current waiting interactions from live queue statistics.
`finalResult.ongoing`	Integer	Current ongoing/engaged interactions.
`finalResult.idle`	Integer	Current idle interactions.
`finalResult.expired`	Integer	Current expired interactions.
`finalResult.completed`	Integer	Historical completed/closed conversations.
`finalResult.transferred`	Integer	Historical transferred conversations.
`finalResult.abandonedInQueue`	Integer	Historical conversations abandoned in queue.
`finalResult.overdue`	Integer	Current interactions whose wait is overdue.
`finalResult.systemTermination`	Object	Counts by `outOfBusinessHours`, `noAgentsAvailable`, `networkFailure`, `voiceGatewayError`, and `Others`.
`finalResult.ASA`	Number	Average speed of answer in milliseconds.
`finalResult.AHT`	Number	Average handle time in milliseconds.
`finalResult.accepted`	Integer	Conversations with a queue-start/acceptance timestamp.
`finalResult.answered`	Integer	Conversations answered by an agent using the analytics metadata answer rule.
`finalResult.queueLoad`	Number	Live queue load for the row’s queue/channel/direction dimension.
`finalResult.resolved`	Number	Resolved conversation percentage, calculated as resolved conversations divided by completed conversations and rounded to the nearest whole percent. Returns `0` when there are no completed conversations.
`finalResult.skillsInQueue`	Array	Skills configured for the queue.
`finalResult.topSkills`	Array	Skills for the row, ordered by conversation count. Each item contains `skillName`, `conversationCount`, and `conversationPercent`.
`finalResult.SLA`	String	SLA percentage for inbound non-email rows. It is the string `N/A` for outbound rows and all email rows.
`hasMore`	Boolean	Indicates whether more rows are available after this page.
`offset`	Integer	Offset used for this page.
`limit`	Integer	Requested page size.
`totalResults`	Integer	Total queue/channel/direction rows before pagination.

​Path Parameters

​Query Parameters

​Header Parameters

​Sample Request

​Request Body Parameters

​Projection Values

​Sample Response

​Response Body Parameters

Path Parameters

Query Parameters

Header Parameters

Sample Request

Request Body Parameters

Projection Values

Sample Response

Response Body Parameters