Contact Center AI Platform (CCAI Platform) provides the Wait time endpoint to get the current wait times for queues of different channel types.
Wait time
| Parameter | Required | Data Type | Definition |
|---|---|---|---|
| lang | TRUE | String | Language code of the queue. (e.g. 'en') |
| menu_id | FALSE | Integer | Response will filter all menus in that menu's subtree, including that menu. |
| menu_type | FALSE | String | Returns menus of specific types. Possible values: ivr_menu, mobile_menu, web_menu). |
| channel_type | FALSE | String | Returns menus of a specific channel. Possible values: voice_call, chat). |
| wait[from] | FALSE | Integer | Returns records if they have a wait greater than the value. |
| wait[to] | FALSE | Integer | Returns records if they have a wait less than the value. |
Endpoint:
Method: GET
Type:
URL: https://{{subdomain}}.{{domain}}/apps/api/v1/wait_times
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Example request and responses
The following sections provide example requests to the endpoint.
Wait times for mobile queues
This example demonstrates how to retrieve the wait times for the mobile queues.
Request
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Query:
| Key | Value | Description |
|---|---|---|
| lang | en | |
| menu_type | mobile_menu |
Body: None
Response: Wait times for Mobile queues
[
{
"menu_id": 29,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Laptop"
},
{
"menu_id": 42,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Desktop"
},
{
"menu_id": 43,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Smart Phone"
}
]
Status Code: 200
Wait times between wait[from] to wait[to]
This example demonstrates how to retrieve the calls that have wait times between the wait from and wait to values.
Request
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Query:
| Key | Value | Description |
|---|---|---|
| lang | en | |
| wait[from] | 5 | |
| wait[to] | 15 |
Body: None
Response: Wait times between wait[from] to wait[to]
[
{
"menu_id": 3,
"menu_type": "web_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Web App"
},
{
"menu_id": 29,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Laptop"
},
{
"menu_id": 42,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Desktop"
},
{
"menu_id": 44,
"menu_type": "web_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Mobile App"
},
{
"menu_id": 43,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Smart Phone"
}
]
Status Code: 200
Wait times of the voice call for mobile queues greater than 5 seconds
This example demonstrates how to retrieve the mobile voice calls that have a wait time greater than 5 seconds.
Request
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Query:
| Key | Value | Description |
|---|---|---|
| lang | en | |
| menu_type | mobile_menu | |
| channel_type | voice_call | |
| wait[from] | 5 |
Body: None
Response: Wait times of the voice call for Mobile queues greater than 5 seconds
[
{
"menu_id": 29,
"menu_type": "mobile_menu",
"voice_call": 10,
"materialized_path": "Laptop"
},
{
"menu_id": 42,
"menu_type": "mobile_menu",
"voice_call": 10,
"materialized_path": "Desktop"
},
{
"menu_id": 43,
"menu_type": "mobile_menu",
"voice_call": 10,
"materialized_path": "Smart Phone"
}
]
Status Code: 200
Wait times for a specific menu
This example demonstrates how to retrieve the wait times for a specific menu ID.
Request
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Query:
| Key | Value | Description |
|---|---|---|
| lang | en | |
| menu_id | 9 |
Body: None
Response: Wait times for a specific menu
[
{
"menu_id": 9,
"menu_type": "ivr_menu",
"voice_call": 10,
"materialized_path": "Death Star"
}
]
Status Code: 200
Wait times for all voice calls
This example demonstrates how to retrieve the wait times for all current voice calls.
Request
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Query:
| Key | Value | Description |
|---|---|---|
| lang | en | |
| channel_type | voice_call |
Body: None
Response: Wait times for all voice calls
[
{
"menu_id": 3,
"menu_type": "web_menu",
"voice_call": 10,
"materialized_path": "Web App"
},
{
"menu_id": 9,
"menu_type": "ivr_menu",
"voice_call": 10,
"materialized_path": "Death Star"
},
{
"menu_id": 29,
"menu_type": "mobile_menu",
"voice_call": 10,
"materialized_path": "Laptop"
},
{
"menu_id": 41,
"menu_type": "ivr_menu",
"voice_call": 10,
"materialized_path": "Lock Star"
},
{
"menu_id": 42,
"menu_type": "mobile_menu",
"voice_call": 10,
"materialized_path": "Desktop"
},
{
"menu_id": 44,
"menu_type": "web_menu",
"voice_call": 10,
"materialized_path": "Mobile App"
},
{
"menu_id": 43,
"menu_type": "mobile_menu",
"voice_call": 10,
"materialized_path": "Smart Phone"
}
]
Status Code: 200
Wait times for English queues
This example demonstrates how to retrieve all wait times for the queues that have language of English.
Request
Headers:
| Key | Value | Description |
|---|---|---|
| Content-Type | application/json |
Query:
| Key | Value | Description |
|---|---|---|
| lang | en |
Body: None
Response: Wait times for English queues
[
{
"menu_id": 3,
"menu_type": "web_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Web App"
},
{
"menu_id": 9,
"menu_type": "ivr_menu",
"voice_call": 10,
"materialized_path": "Death Star"
},
{
"menu_id": 29,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Laptop"
},
{
"menu_id": 41,
"menu_type": "ivr_menu",
"voice_call": 10,
"materialized_path": "Lock Star"
},
{
"menu_id": 42,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Desktop"
},
{
"menu_id": 44,
"menu_type": "web_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Mobile App"
},
{
"menu_id": 43,
"menu_type": "mobile_menu",
"chat": 10,
"voice_call": 10,
"materialized_path": "Smart Phone"
}
]
Status Code: 200