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Worker Statistics Resource

TaskRouter provides real-time, cumulative, and historical statistics for Workers. Historical statistics allow you to analyze data from the past 30 days. There are various APIs for retrieving the data that is meaningful to your business.

(warning)

Warning

These resources may not be accessible if your Workspace exceeds 100 workers. Please contact support for additional assistance.

WorkerStatistics Properties

workerstatistics-properties page anchor
Property nameTypeRequiredDescriptionChild properties
realtimeobjectOptional
Not PII

An object that contains the real-time statistics for the Worker.

cumulativeobjectOptional
Not PII

An object that contains the cumulative statistics for the Worker.

account_sidSID<AC>Optional
Not PII

The SID of the Account that created the Worker resource.

Pattern: ^AC[0-9a-fA-F]{32}$Min length: 34Max length: 34
workspace_sidSID<WS>Optional
Not PII

The SID of the Workspace that contains the Worker.

Pattern: ^WS[0-9a-fA-F]{32}$Min length: 34Max length: 34
urlstring<uri>Optional
Not PII

The absolute URL of the Worker statistics resource.

Minutes cannot be used in combination with StartDate and EndDate parameters. If no parameters are passed, 15 minutes will be the default.

Fetch All Worker Statistics

fetch-all-worker-statistics page anchor
GET /v1/Workspaces/{WorkspaceSid}/Workers/Statistics

Path parameters

path-parameters page anchor
Property nameTypeRequiredPIIDescription
WorkspaceSidSID<WS>required
Not PII

The SID of the Workspace with the Worker to fetch.

Pattern: ^WS[0-9a-fA-F]{32}$Min length: 34Max length: 34

Query parameters

query-parameters page anchor
Property nameTypeRequiredPIIDescription
MinutesintegerOptional
Not PII

Only calculate statistics since this many minutes in the past. The default 15 minutes. This is helpful for displaying statistics for the last 15 minutes, 240 minutes (4 hours), and 480 minutes (8 hours) to see trends.

StartDatestring<date-time>Optional
Not PII

Only calculate statistics from this date and time and later, specified in ISO 8601(link takes you to an external page) format.

EndDatestring<date-time>Optional
Not PII

Only calculate statistics from this date and time and earlier, specified in GMT as an ISO 8601(link takes you to an external page) date-time.

TaskQueueSidSID<WQ>Optional
Not PII

The SID of the TaskQueue for which to fetch Worker statistics.

Pattern: ^WQ[0-9a-fA-F]{32}$Min length: 34Max length: 34
TaskQueueNamestringOptional
Not PII

The friendly_name of the TaskQueue for which to fetch Worker statistics.

FriendlyNamestringOptional
Not PII

Only include Workers with friendly_name values that match this parameter.

TaskChannelstringOptional
Not PII

Only calculate statistics on this TaskChannel. Can be the TaskChannel's SID or its unique_name, such as voice, sms, or default.

Fetch a Worker Statistics ResourceLink to code sample: Fetch a Worker Statistics Resource
1
// Download the helper library from https://www.twilio.com/docs/node/install

2
const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";

3


4
// Find your Account SID and Auth Token at twilio.com/console

5
// and set the environment variables. See http://twil.io/secure

6
const accountSid = process.env.TWILIO_ACCOUNT_SID;

7
const authToken = process.env.TWILIO_AUTH_TOKEN;

8
const client = twilio(accountSid, authToken);

9


10
async function fetchWorkerStatistics() {

11
  const statistic = await client.taskrouter.v1

12
    .workspaces("WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")

13
    .workers.statistics()

14
    .fetch();

15


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  console.log(statistic.realtime);

17
}

18


19
fetchWorkerStatistics();

Output

1
{

2
  "cumulative": {

3
    "reservations_created": 0,

4
    "reservations_accepted": 0,

5
    "reservations_rejected": 0,

6
    "reservations_timed_out": 0,

7
    "reservations_canceled": 0,

8
    "reservations_rescinded": 0,

9
    "activity_durations": [

10
      {

11
        "max": 0,

12
        "min": 900,

13
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

14
        "friendly_name": "Offline",

15
        "avg": 1080,

16
        "total": 5400

17
      },

18
      {

19
        "max": 0,

20
        "min": 900,

21
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

22
        "friendly_name": "Busy",

23
        "avg": 1012,

24
        "total": 8100

25
      },

26
      {

27
        "max": 0,

28
        "min": 0,

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        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

30
        "friendly_name": "Idle",

31
        "avg": 0,

32
        "total": 0

33
      },

34
      {

35
        "max": 0,

36
        "min": 0,

37
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

38
        "friendly_name": "Reserved",

39
        "avg": 0,

40
        "total": 0

41
      }

42
    ],

43
    "start_time": "2008-01-02T00:00:00Z",

44
    "end_time": "2008-01-02T00:00:00Z"

45
  },

46
  "realtime": {

47
    "total_workers": 15,

48
    "activity_statistics": [

49
      {

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        "friendly_name": "Idle",

51
        "workers": 0,

52
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

53
      },

54
      {

55
        "friendly_name": "Busy",

56
        "workers": 9,

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        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

58
      },

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      {

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        "friendly_name": "Offline",

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        "workers": 6,

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        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

63
      },

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      {

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        "friendly_name": "Reserved",

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        "workers": 0,

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        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

68
      }

69
    ]

70
  },

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  "workspace_sid": "WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

72
  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

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  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Workers/Statistics"

74
}

Fetch Real-Time Worker Statistics

fetch-real-time-worker-statistics page anchor
(warning)

Warning

We recommended leveraging caching when utilizing this endpoint from your backend application to ensure this endpoint can support your scaling needs.

In scenarios where this endpoint would be used from a client application, we recommend implementing a sync layer, e.g., via Twilio Sync, to help synchronize this endpoint's state across all clients, and to ensure this endpoint can scale with your user growth.

GET /v1/Workspaces/{WorkspaceSid}/Workers/RealTimeStatistics

Path parameters

path-parameters-1 page anchor
Property nameTypeRequiredPIIDescription
WorkspaceSidSID<WS>required
Not PII

The SID of the Workspace with the resource to fetch.

Pattern: ^WS[0-9a-fA-F]{32}$Min length: 34Max length: 34

Query parameters

query-parameters-1 page anchor
Property nameTypeRequiredPIIDescription
TaskChannelstringOptional
Not PII

Only calculate real-time statistics on this TaskChannel. Can be the TaskChannel's SID or its unique_name, such as voice, sms, or default.

Retrieve Real-Time Worker StatisticsLink to code sample: Retrieve Real-Time Worker Statistics
1
// Download the helper library from https://www.twilio.com/docs/node/install

2
const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";

3


4
// Find your Account SID and Auth Token at twilio.com/console

5
// and set the environment variables. See http://twil.io/secure

6
const accountSid = process.env.TWILIO_ACCOUNT_SID;

7
const authToken = process.env.TWILIO_AUTH_TOKEN;

8
const client = twilio(accountSid, authToken);

9


10
async function fetchWorkersRealTimeStatistics() {

11
  const realTimeStatistic = await client.taskrouter.v1

12
    .workspaces("WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")

13
    .workers.realTimeStatistics()

14
    .fetch();

15


16
  console.log(realTimeStatistic.accountSid);

17
}

18


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fetchWorkersRealTimeStatistics();

Output

1
{

2
  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

3
  "workspace_sid": "WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

4
  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Workers/RealTimeStatistics",

5
  "total_workers": 15,

6
  "activity_statistics": [

7
    {

8
      "friendly_name": "Idle",

9
      "workers": 0,

10
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

11
    },

12
    {

13
      "friendly_name": "Busy",

14
      "workers": 9,

15
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

16
    },

17
    {

18
      "friendly_name": "Offline",

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      "workers": 6,

20
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

21
    },

22
    {

23
      "friendly_name": "Reserved",

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      "workers": 0,

25
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"

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    }

27
  ]

28
}

Real-time statistics relating to a list of Workers include the following:

PropertyDescription
TotalWorkersThe total number of Workers
ActivityStatisticsThe current Worker status count breakdown by Activity

Fetch Cumulative Worker Statistics

fetch-cumulative-worker-statistics page anchor

Cumulative statistics allow you to analyze Worker data from the past 30 days.

1
GET /v1/Workspaces/{WorkspaceSid}/Workers/CumulativeStatistics

2

Path parameters

path-parameters-2 page anchor
Property nameTypeRequiredPIIDescription
WorkspaceSidSID<WS>required
Not PII

The SID of the Workspace with the resource to fetch.

Pattern: ^WS[0-9a-fA-F]{32}$Min length: 34Max length: 34

Query parameters

query-parameters-2 page anchor
Property nameTypeRequiredPIIDescription
EndDatestring<date-time>Optional
Not PII

Only calculate statistics from this date and time and earlier, specified in ISO 8601(link takes you to an external page) format.

MinutesintegerOptional
Not PII

Only calculate statistics since this many minutes in the past. The default 15 minutes. This is helpful for displaying statistics for the last 15 minutes, 240 minutes (4 hours), and 480 minutes (8 hours) to see trends.

StartDatestring<date-time>Optional
Not PII

Only calculate statistics from this date and time and later, specified in ISO 8601(link takes you to an external page) format.

TaskChannelstringOptional
Not PII

Only calculate cumulative statistics on this TaskChannel. Can be the TaskChannel's SID or its unique_name, such as voice, sms, or default.

Retrieve Cumulative Worker StatisticsLink to code sample: Retrieve Cumulative Worker Statistics
1
// Download the helper library from https://www.twilio.com/docs/node/install

2
const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";

3


4
// Find your Account SID and Auth Token at twilio.com/console

5
// and set the environment variables. See http://twil.io/secure

6
const accountSid = process.env.TWILIO_ACCOUNT_SID;

7
const authToken = process.env.TWILIO_AUTH_TOKEN;

8
const client = twilio(accountSid, authToken);

9


10
async function fetchWorkersCumulativeStatistics() {

11
  const cumulativeStatistic = await client.taskrouter.v1

12
    .workspaces("WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")

13
    .workers.cumulativeStatistics()

14
    .fetch();

15


16
  console.log(cumulativeStatistic.accountSid);

17
}

18


19
fetchWorkersCumulativeStatistics();

Output

1
{

2
  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

3
  "workspace_sid": "WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

4
  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Workers/CumulativeStatistics",

5
  "reservations_created": 100,

6
  "reservations_accepted": 100,

7
  "reservations_rejected": 100,

8
  "reservations_timed_out": 100,

9
  "reservations_canceled": 100,

10
  "reservations_rescinded": 100,

11
  "activity_durations": [

12
    {

13
      "max": 0,

14
      "min": 900,

15
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

16
      "friendly_name": "Offline",

17
      "avg": 1080,

18
      "total": 5400

19
    },

20
    {

21
      "max": 0,

22
      "min": 900,

23
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

24
      "friendly_name": "Busy",

25
      "avg": 1012,

26
      "total": 8100

27
    },

28
    {

29
      "max": 0,

30
      "min": 0,

31
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

32
      "friendly_name": "Idle",

33
      "avg": 0,

34
      "total": 0

35
    },

36
    {

37
      "max": 0,

38
      "min": 0,

39
      "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

40
      "friendly_name": "Reserved",

41
      "avg": 0,

42
      "total": 0

43
    }

44
  ],

45
  "start_time": "2015-07-30T20:00:00Z",

46
  "end_time": "2015-07-30T20:00:00Z"

47
}

Cumulative statistics relating to a list of Workers include the following over the interval:

PropertyDescription
ReservationsCreatedThe total number of Reservations that were created
ReservationsAcceptedThe total number of Reservations that were accepted
ReservationsRejectedThe total number of Reservations that were rejected
ReservationsTimedOutThe total number of Reservations that were timed out
ReservationsCanceledThe total number of Reservations that were canceled
ReservationsRescindedThe total number of Reservations that were rescinded
ActivityDurationsThe minimum, average, maximum and total time (in seconds) Workers spent in each Activity

Fetch A Specific Worker's Statistics

fetch-a-specific-workers-statistics page anchor
GET /v1/Workspaces/{WorkspaceSid}/Workers/{WorkerSid}/Statistics

Path parameters

path-parameters-3 page anchor
Property nameTypeRequiredPIIDescription
WorkspaceSidSID<WS>required
Not PII

The SID of the Workspace with the WorkerChannel to fetch.

Pattern: ^WS[0-9a-fA-F]{32}$Min length: 34Max length: 34
WorkerSidSID<WK>required
Not PII

The SID of the Worker with the WorkerChannel to fetch.

Pattern: ^WK[0-9a-fA-F]{32}$Min length: 34Max length: 34

Query parameters

query-parameters-3 page anchor
Property nameTypeRequiredPIIDescription
MinutesintegerOptional
Not PII

Only calculate statistics since this many minutes in the past. The default 15 minutes. This is helpful for displaying statistics for the last 15 minutes, 240 minutes (4 hours), and 480 minutes (8 hours) to see trends.

StartDatestring<date-time>Optional
Not PII

Only calculate statistics from this date and time and later, specified in ISO 8601(link takes you to an external page) format.

EndDatestring<date-time>Optional
Not PII

Only include usage that occurred on or before this date, specified in GMT as an ISO 8601(link takes you to an external page) date-time.

TaskChannelstringOptional
Not PII

Only calculate statistics on this TaskChannel. Can be the TaskChannel's SID or its unique_name, such as voice, sms, or default.

Retrieve a Specific Worker's StatisticsLink to code sample: Retrieve a Specific Worker's Statistics
1
// Download the helper library from https://www.twilio.com/docs/node/install

2
const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";

3


4
// Find your Account SID and Auth Token at twilio.com/console

5
// and set the environment variables. See http://twil.io/secure

6
const accountSid = process.env.TWILIO_ACCOUNT_SID;

7
const authToken = process.env.TWILIO_AUTH_TOKEN;

8
const client = twilio(accountSid, authToken);

9


10
async function fetchWorkerInstanceStatistics() {

11
  const statistic = await client.taskrouter.v1

12
    .workspaces("WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")

13
    .workers("WKaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")

14
    .statistics()

15
    .fetch();

16


17
  console.log(statistic.accountSid);

18
}

19


20
fetchWorkerInstanceStatistics();

Output

1
{

2
  "cumulative": {

3
    "reservations_created": 100,

4
    "reservations_accepted": 100,

5
    "reservations_rejected": 100,

6
    "reservations_timed_out": 100,

7
    "reservations_canceled": 100,

8
    "reservations_rescinded": 100,

9
    "activity_durations": [

10
      {

11
        "max": 0,

12
        "min": 900,

13
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

14
        "friendly_name": "Offline",

15
        "avg": 1080,

16
        "total": 5400

17
      },

18
      {

19
        "max": 0,

20
        "min": 900,

21
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

22
        "friendly_name": "Busy",

23
        "avg": 1012,

24
        "total": 8100

25
      },

26
      {

27
        "max": 0,

28
        "min": 0,

29
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

30
        "friendly_name": "Idle",

31
        "avg": 0,

32
        "total": 0

33
      },

34
      {

35
        "max": 0,

36
        "min": 0,

37
        "sid": "WAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

38
        "friendly_name": "Reserved",

39
        "avg": 0,

40
        "total": 0

41
      }

42
    ],

43
    "start_time": "2008-01-02T00:00:00Z",

44
    "end_time": "2008-01-02T00:00:00Z"

45
  },

46
  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

47
  "workspace_sid": "WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

48
  "worker_sid": "WKaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",

49
  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Workers/WKaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Statistics"

50
}

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