SetQueueMetrics (GetQueueMetrics)

Retrieve real-time queue statistics such as contacts in queue and oldest contact age.

Signature

IFlowBuilder GetQueueMetrics(
    string queueName, 
    Action<GetCustomerQueueMetricsAction>? configure = null, 
    string? identifier = null)

Parameters

Parameter	Type	Required	Description
queueName	string	Yes	Name or ARN of the queue
configure	Action<GetCustomerQueueMetricsAction>	No	Configure metrics retrieval
identifier	string?	No	Optional identifier for the action

Available Metrics

After calling GetQueueMetrics, these values are available via Attributes.Queue():

Attribute	Description
ContactsInQueue	Number of contacts waiting
OldestContactInQueue	Age of oldest contact (seconds)
AgentsOnline	Number of online agents
AgentsAvailable	Number of available agents

Examples

Basic Queue Status

Flow.Create("Queue Status")
    .GetQueueMetrics("SupportQueue")
    .PlayPrompt($"There are currently {Attributes.Queue("ContactsInQueue")} callers ahead of you.")
    .TransferToQueue("SupportQueue")
    .Disconnect();

Dynamic Wait Time Messaging

Flow.Create("Wait Time Estimate")
    .GetQueueMetrics("SupportQueue")
    .CheckContactAttribute(check =>
    {
        check.Attribute(Attributes.Queue("ContactsInQueue"))
            .Equals("0", empty => empty
                .PlayPrompt("You are next! Connecting you now.")
                .TransferToQueue("SupportQueue"))
            .LessThan("5", short => short
                .PlayPrompt("Expected wait time is less than 5 minutes.")
                .TransferToQueue("SupportQueue"))
            .LessThan("15", medium => medium
                .PlayPrompt("Expected wait time is approximately 10 minutes.")
                .GetCustomerInput("Press 1 to wait, or 2 for a callback.")
                    .OnDigit("1", wait => wait.TransferToQueue("SupportQueue"))
                    .OnDigit("2", callback => callback
                        .PlayPrompt("We'll call you back.")
                        .Disconnect())
                    .OnDefault(d => d.TransferToQueue("SupportQueue")))
            .Otherwise(long => long
                .PlayPrompt("We're experiencing high call volume. Wait times exceed 20 minutes.")
                .GetCustomerInput("Press 1 to wait, or 2 for a callback.")
                    .OnDigit("1", wait => wait.TransferToQueue("SupportQueue"))
                    .OnDigit("2", callback => callback
                        .PlayPrompt("We'll call you back within 2 hours.")
                        .Disconnect())
                    .OnDefault(d => d.TransferToQueue("SupportQueue")));
    })
    .Disconnect();

Queue Selection Based on Status

Flow.Create("Smart Queue Selection")
    // Check primary queue
    .GetQueueMetrics("PrimarySupport")
    .CheckContactAttribute(check =>
    {
        check.Attribute(Attributes.Queue("ContactsInQueue"))
            .LessThan("10", primaryOk => primaryOk
                .PlayPrompt("Connecting to support.")
                .TransferToQueue("PrimarySupport"))
            .Otherwise(primaryBusy => primaryBusy
                // Check overflow queue
                .GetQueueMetrics("OverflowSupport")
                .CheckContactAttribute(overflowCheck =>
                {
                    overflowCheck.Attribute(Attributes.Queue("AgentsAvailable"))
                        .GreaterThan("0", overflowAvailable => overflowAvailable
                            .PlayPrompt("Routing to our overflow team.")
                            .TransferToQueue("OverflowSupport"))
                        .Otherwise(allBusy => allBusy
                            .PlayPrompt("All lines are busy. Please hold.")
                            .TransferToQueue("PrimarySupport"));
                }));
    })
    .Disconnect();

Combined with Staffing Check

Flow.Create("Comprehensive Status")
    .GetQueueMetrics("Support")
    .CheckStaffingForQueue("Support", StaffingMetricType.Available)
        .OnTrue(available => available
            .CheckContactAttribute(check =>
            {
                check.Attribute(Attributes.Queue("ContactsInQueue"))
                    .Equals("0", immediate => immediate
                        .PlayPrompt("Connecting you immediately."))
                    .Otherwise(queued => queued
                        .PlayPrompt($"You are caller number {Attributes.Queue("ContactsInQueue")}."));
            })
            .TransferToQueue("Support"))
        .OnFalse(unavailable => unavailable
            .PlayPrompt("All agents are currently busy.")
            .TransferToQueue("Support"))
        .OnError(e => e.TransferToQueue("Support"))
    .Disconnect();

AWS Connect Block Type

This block generates the GetQueueMetrics action type in the exported flow JSON.

Best Practices

1. Estimate wait times - Use ContactsInQueue for estimates
2. Offer alternatives - Callback when queues are long
3. Be honest - Don't overstate availability
4. Update periodically - Queue status changes rapidly

See Also

• CheckStaffing - Agent availability
• TransferToQueue - Queue transfers
• CheckContactAttribute - Conditional branching