Queue endpoints

The queue status endpoints return queue information to determine whether to deflect a call.

Queue status

Provides real-time data for leaf queues, including estimated wait times, agent availability, callback slot capacity, hours of operation, and holidays. Use this to let voice AI systems dynamically decide whether to escalate a call to a live agent or offer scheduled callback windows to the caller. For more information, see The queue status endpoint.

Example request

Method: GET

URL: https://{subdomain}.{domain}/apps/api/v1/queues/status

Headers

Key	Value	Description
Content-Type	application/json
Accept	application/json

Query

Key	Value	Description
lang	string	The two-letter language code for the queue, in ISO 639-1 format (for example, en or es). Required.
menu_id[]	string	A single queue ID or an array of multiple queue IDs. Required.
menu_type	string	The menu type. Possible values are ivr_menu, mobile_menu, and web_menu. Required.
callback_period_hours	integer	The total future window length in hours for which to return callback-slot periods. Must be less than or equal to 8 hours. Default is 4 hours. Optional.
callback_start_from	string	The start of the callback-slot search window, in ISO 8601 datetime format in the queue or company timezone. If omitted, defaults to the current time (server time converted to queue or company timezone). Must not be in the past and must be at most 24 hours in the future. Optional.

Example response

{
    "queues": [
        {
            "menu_id": 2,
            "menu_type": "ivr_menu",
            "lang": "en",
            "materialized_path": "IVR Support",
            "current_queue_ewt": 18000,
            "scheduled_callback_ewt": 0,
            "logged_in_agents": 0,
            "available_agents": 0,
            "breakthrough_agents": 0,
            "callback_periods": [
                {
                    "date": "20260225",
                    "start_time": "17:30",
                    "end_time": "17:45",
                    "scheduled_calls": 0,
                    "max_slots": 1
                },
                {
                    "date": "20260225",
                    "start_time": "17:45",
                    "end_time": "18:00",
                    "scheduled_calls": 0,
                    "max_slots": 1
                }
            ],
            "hoops": {
                "current_status": 0,
                "time_zone": "America/Los_Angeles",
                "start_of_hoops": "2026-02-25T09:00:00-08:00",
                "end_of_hoops": "2026-02-25T18:00:00-08:00",
                "hoops_early_cutoff_minutes": null
            },
            "holiday": {
                "current_status": 0,
                "holiday_name": null,
                "time_range_all_day": null,
                "time_range_start_time": null,
                "time_range_end_time": null,
                "time_zone": "America/Los_Angeles"
            }
        }
    ]
}

Queue availability

Get availability status for a queue before you deflect a session to it. This endpoint returns the following boolean properties:

• after_hours: true if the queue is unavailable because it's in an after hours state

• overcapacity: true if the queue is unavailable because it's in an overcapacity state

Example request

Method: GET

URL: https://{subdomain}.{domain}/apps/api/v1/queue_operation_statuses

Query

Key	Value	Description
menu_id	integer	The ID for the queue that you want availability information for. Required.
lang	string	The two-letter language code for the queue, in ISO 639-1 format. Required.
channel_type	string	The channel type. Possible values are call and chat. Required.

Example response

{
  "menu_id": 1,
  "lang": "en",
  "channel_type": "call",
  "after_hour": false,
  "overcapacity": true
}