> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue Performance API

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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.

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

| **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](/ai-for-service/apis/automation/api-introduction#generating-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

```bash theme={null}
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 |

<Note> 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.</Note>

## 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

```json expandable=true theme={null}
{
  "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. |