Zoom Waiting Calls & Service Level API

API and Webhooks
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Hi Zoom Developer Community :waving_hand:

I’m currently building custom reports and analytics dashboards in Grafana for Zoom Contact Centre (Voice) using Zoom APIs.

I’m able to retrieve basic metrics like offered and answered calls, but I’m looking for guidance on the following Contact Center metrics via GET APIs:

  • Service Level (SLA / % of calls answered within threshold)

  • Current Waiting Calls in Queue

I’ve reviewed the Zoom Contact Center API documentation, but I’m not able to clearly identify:

  • Which Contact Center endpoint provides Service Level metrics

  • Whether Waiting Calls in Queue is available via a reporting API

Could someone please advise:

  • The correct API endpoint(s) to use

  • Or if these metrics are currently not exposed via API

Any documentation links, examples, or best practices would be greatly appreciated.

Thanks in advance for your support!