Request for API Endpoint to Fetch Live Waiting Customers in Queue

API and Webhooks
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1

Hi Team,

I hope you are doing well.

I am currently working on a custom reporting solution using business intelligence tools such as Power BI and Grafana. I have successfully implemented several KPI cards for Call Overview, Agent Status, and Service Levels using the available Zoom Contact Center APIs.

However, I was unable to find the API endpoint that provides live waiting customers in queue (i.e., the count or details of callers currently waiting in queue). I have searched through the Zoom API documentation and the Zoom Developer Forum but couldn’t locate any relevant information.

Please help me with the correct API endpoint (or any workaround) to fetch live waiting queue data. Any guidance on retrieving real-time queue wait metrics would be greatly appreciated.

Thank you in advance for your help!

Regards,
Srinath Venkatesan

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hi @Srinath ,

I dont have a full answer, but I would be looking for webhooks.

hope that helps

John

3

Hi John,

Thanks for your response. Please let me know if you have any updates or further guidance on this.

Regards,
Srinath

4

hi @Srinath
Thanks for reaching out to us
and just adding to @expertswho
Have you reviewed some of our ZCC webhooks?Contact Center Webhooks

5

Hi Elisa,
Thanks for sharing. Yes, I’ve reviewed all the ZCC Contact Center webhooks and their response payloads, but I couldn’t find any webhook that provides live waiting customers or real-time queue details.
Please let me know if I might have missed a specific event.
Thanks,
Srinath

6

hi @Srinath ,

As I understand youre question, I would suggest this
https://developers.zoom.us/docs/api/contact-center/#tag/queues/post/contact_center/queues/{queueId}/scheduled_callbacks/events

Please let us know if there is anything that this does not give.

all the best

John

7

Hi John,
Thank you for sharing the scheduled callbacks API.
We reviewed the endpoint you mentioned (POST /contact_center/queues/{queueId}/scheduled_callbacks/events) and noted that it is used to create scheduled callbacks, but it does not expose any metric or key related to live waiting customers/calls in the response payload.
During our research, we found that under Contact Center APIs → Queue section, the Get a Queue endpoint returns the following fields:

  • waiting_room_name

  • waiting_room_id

Could you please advise if there is any API available to fetch live waiting call/customer counts or details using this waiting_room_id or waiting_room_name?
Specifically, we are looking for an endpoint that provides live waiting data for queues (similar to live queue metrics).
Please let us know if such an endpoint exists or if there is an alternative recommended approach.

8

hi @Srinath ,

You want to use webhooks to receive notifications.

So, if you look at the contact centre

Then I will search/filter on queue?

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I think the last two will help you?

All the best

John