# Zoom Waiting Calls & Service Level API

**URL:** <https://devforum.zoom.us/t/zoom-waiting-calls-service-level-api/141441>\
**Category:** API and Webhooks\
**Tags:** webhooks, api\
**Created:** [January 22, 2026, 11:36am UTC](https://devforum.zoom.us/t/zoom-waiting-calls-service-level-api/141441 "2026-01-22T11:36:15Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![Srinath](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/srinath/32/68585_2.png) [@Srinath](https://devforum.zoom.us/u/Srinath)\
**Post date:** [January 22, 2026, 11:36am UTC](https://devforum.zoom.us/t/zoom-waiting-calls-service-level-api/141441/1 "2026-01-22T11:36:15Z")

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**Hi Zoom Developer Community 👋**

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!