Get Queue Users

Retrieves all users (agents/members) assigned to a specific queue. This endpoint returns detailed information about queue members including their availability status, workload metrics, skills, and roles within the queue. Used for agent assignment dropdowns and queue management interfaces.

Endpoint

Method: GET URL: {{base_url}}/api/v2/ticketing/queue/{queueId}/users

Authentication

This endpoint uses Bearer Token authentication via a JWT (JSON Web Token). The token must be included in the Authorization header.

Headers

Header	Description	Required
`Authorization`	Bearer token (JWT) for authentication	Yes
`accept`	Specifies acceptable response formats (`application/json`)	Yes
`x-tenantid`	UUID identifying the tenant/organization	Yes
`realmname`	The authentication realm name	Yes
`issupportrequest`	Boolean flag indicating if this is a support-related request	No

Path Parameters

Parameter	Type	Description	Required
`queueId`	integer	The unique numeric identifier of the queue	Yes

Query Parameters

Parameter	Type	Description	Required
`type`	string	Filter by type. Accepted values: `template`, `agent`, `user`	Yes
`module`	string	The module context. Example: `ticketing`	Yes

Request Body Schema

Not applicable — this is a GET request with no request body.

Example cURL

curl --request GET \
  --url '{{base_url}}/api/v2/ticketing/queue/33654/users?type=template&module=ticketing' \
  --header 'accept: application/json' \
  --header 'authorization: Bearer {{access_token}}' \
  --header 'x-tenantid: {{tenant_id}}' \
  --header 'realmname: {{realm_name}}' \
  --header 'issupportrequest: false'

Success Response Example

Status Code: 200 OK

{
  "success": true,
  "message": "Queue users retrieved successfully",
  "data": {
    "queueId": 33654,
    "queueName": "IT Support - Tier 1",
    "users": [
      {
        "id": "1876278a-3634-4833-b73e-1536d806e117",
        "userId": 19528,
        "username": "deepak.purohit@rezolve.ai",
        "email": "deepak.purohit@rezolve.ai",
        "name": "Deepak purohit",
        "firstName": "Deepak",
        "lastName": "purohit",
        "avatar": null,
        "role": "agent",
        "queueRole": "member",
        "availability": {
          "status": "online",
          "statusSince": "2025-07-10T08:00:00.000Z",
          "autoAssign": true
        },
        "workload": {
          "currentLoad": 8,
          "maxCapacity": 15,
          "utilizationPercentage": 53.3,
          "ticketsAssignedToday": 12,
          "ticketsResolvedToday": 7,
          "avgResolutionTime": 45
        },
        "skills": [
          {
            "id": "skill-001",
            "name": "Network Troubleshooting",
            "level": "expert"
          },
          {
            "id": "skill-002",
            "name": "VPN Support",
            "level": "intermediate"
          }
        ],
        "teams": ["operation", "global"],
        "defaultTeam": "operation",
        "shift": {
          "name": "Morning Shift",
          "startTime": "08:00",
          "endTime": "17:00",
          "timezone": "Asia/Calcutta",
          "isOnShift": true
        },
        "lastActivity": "2025-07-10T12:30:00.000Z",
        "joinedQueue": "2024-01-15T10:00:00.000Z"
      },
      {
        "id": "2987389b-4745-5944-c84f-2647e917f228",
        "userId": 19529,
        "username": "jane.smith@rezolve.ai",
        "email": "jane.smith@rezolve.ai",
        "name": "Jane Smith",
        "firstName": "Jane",
        "lastName": "Smith",
        "avatar": "https://cdn.example.com/avatars/jane.jpg",
        "role": "agent",
        "queueRole": "supervisor",
        "availability": {
          "status": "busy",
          "statusSince": "2025-07-10T11:45:00.000Z",
          "autoAssign": false
        },
        "workload": {
          "currentLoad": 12,
          "maxCapacity": 15,
          "utilizationPercentage": 80.0,
          "ticketsAssignedToday": 15,
          "ticketsResolvedToday": 10,
          "avgResolutionTime": 38
        },
        "skills": [
          {
            "id": "skill-001",
            "name": "Network Troubleshooting",
            "level": "expert"
          },
          {
            "id": "skill-003",
            "name": "Hardware Support",
            "level": "expert"
          },
          {
            "id": "skill-004",
            "name": "Software Installation",
            "level": "intermediate"
          }
        ],
        "teams": ["operation", "it-support"],
        "defaultTeam": "operation",
        "shift": {
          "name": "Morning Shift",
          "startTime": "08:00",
          "endTime": "17:00",
          "timezone": "Asia/Calcutta",
          "isOnShift": true
        },
        "lastActivity": "2025-07-10T12:28:00.000Z",
        "joinedQueue": "2023-06-01T09:00:00.000Z"
      },
      {
        "id": "3098490c-5856-6055-d95g-3758f028g339",
        "userId": 19530,
        "username": "bob.wilson@rezolve.ai",
        "email": "bob.wilson@rezolve.ai",
        "name": "Bob Wilson",
        "firstName": "Bob",
        "lastName": "Wilson",
        "avatar": null,
        "role": "agent",
        "queueRole": "member",
        "availability": {
          "status": "away",
          "statusSince": "2025-07-10T12:00:00.000Z",
          "autoAssign": false
        },
        "workload": {
          "currentLoad": 5,
          "maxCapacity": 15,
          "utilizationPercentage": 33.3,
          "ticketsAssignedToday": 8,
          "ticketsResolvedToday": 6,
          "avgResolutionTime": 52
        },
        "skills": [
          {
            "id": "skill-002",
            "name": "VPN Support",
            "level": "expert"
          },
          {
            "id": "skill-005",
            "name": "Email Support",
            "level": "intermediate"
          }
        ],
        "teams": ["operation"],
        "defaultTeam": "operation",
        "shift": {
          "name": "Morning Shift",
          "startTime": "08:00",
          "endTime": "17:00",
          "timezone": "Asia/Calcutta",
          "isOnShift": true
        },
        "lastActivity": "2025-07-10T11:55:00.000Z",
        "joinedQueue": "2024-03-20T14:00:00.000Z"
      }
    ],
    "summary": {
      "totalUsers": 3,
      "byStatus": {
        "online": 1,
        "busy": 1,
        "away": 1,
        "offline": 0,
        "dnd": 0
      },
      "byRole": {
        "member": 2,
        "supervisor": 1,
        "admin": 0
      },
      "availableForAssignment": 1,
      "totalCapacity": 45,
      "currentUtilization": 25,
      "averageUtilization": 55.5
    }
  },
  "timestamp": "2025-07-10T12:35:00.000Z"
}

User Object Schema

Field	Type	Description
`id`	string	Unique user identifier (UUID from identity provider)
`userId`	integer	Numeric user ID in ticketing system
`username`	string	Login username
`email`	string	User's email address
`name`	string	Full display name
`firstName`	string	First name
`lastName`	string	Last name
`avatar`	string\|null	URL to user's avatar image
`role`	string	System role: `agent`, `supervisor`, `admin`
`queueRole`	string	Role within this queue: `member`, `supervisor`, `admin`
`availability`	object	Current availability status
`workload`	object	Current workload metrics
`skills`	array	List of skills with proficiency levels
`teams`	array	Team memberships
`defaultTeam`	string	Primary team
`shift`	object	Shift schedule information
`lastActivity`	string	ISO 8601 timestamp of last activity
`joinedQueue`	string	ISO 8601 timestamp when user joined this queue

Availability Status Values

Status	Description	Available for Assignment
`online`	Available and accepting tickets	Yes (if `autoAssign: true`)
`busy`	Currently busy/in meeting	No
`away`	Temporarily away	No
`offline`	Not logged in / offline	No
`dnd`	Do not disturb	No

Queue Role Values

Role	Description	Permissions
`member`	Regular queue member	Handle assigned tickets
`supervisor`	Queue supervisor	Reassign, monitor, manage queue
`admin`	Queue administrator	Full queue configuration

Skill Level Values

Level	Description
`beginner`	Basic knowledge
`intermediate`	Working proficiency
`expert`	Advanced/specialist level

Error Responses

Status Code	Error	Description
`400 Bad Request`	Invalid queue ID format	Queue ID must be a valid integer
`401 Unauthorized`	Authentication failed	Bearer token is missing, expired, or invalid
`403 Forbidden`	Insufficient permissions	User lacks permission to view queue members
`404 Not Found`	Queue not found	The specified queue ID does not exist
`500 Internal Server Error`	Server error	Unexpected server-side error

Example Error Response:

{
  "success": false,
  "error": {
    "code": "QUEUE_NOT_FOUND",
    "message": "Queue with ID 99999 not found",
    "details": "Please verify the queue ID and try again"
  },
  "timestamp": "2025-07-10T12:35:00.000Z"
}

Notes

Queue Identification: The queueId in the path is the numeric identifier for the queue. Use the /queue/list endpoint to discover available queues and their IDs.
Assignment Dropdown: This endpoint is commonly used to populate agent assignment dropdowns when manually assigning or reassigning tickets.
Workload Metrics: The workload object provides real-time metrics:
- currentLoad — Number of currently assigned open tickets
- maxCapacity — Maximum tickets the agent can handle
- utilizationPercentage — currentLoad / maxCapacity × 100
- ticketsAssignedToday — Total tickets assigned today
- ticketsResolvedToday — Total tickets resolved today
- avgResolutionTime — Average resolution time in minutes
Skill-Based Routing: The skills array enables skill-based ticket assignment. Skills have proficiency levels (beginner, intermediate, expert).
Shift Information: The shift object indicates if the user is currently on shift. isOnShift: false agents may not be available for assignment.
Auto-Assignment: The availability.autoAssign flag indicates whether the agent is receiving automatically routed tickets. Agents can toggle this independently of their status.
Summary Statistics: The summary object provides aggregated statistics for queue capacity planning:
- availableForAssignment — Count of agents who can receive new tickets
- totalCapacity — Sum of all agents' maxCapacity
- currentUtilization — Sum of all agents' currentLoad
- averageUtilization — Mean utilization percentage
Real-Time Updates: For real-time agent availability updates, consider using WebSocket or SSE connections. This endpoint provides a point-in-time snapshot.
Multi-Queue Membership: Agents may belong to multiple queues. This endpoint returns only the agents assigned to the specified queue.
Related Endpoints:
- GET /queue/list — List all queues
- GET /queue/current — Current user's queue assignment
- POST /queue/{queueId}/users — Add user to queue
- DELETE /queue/{queueId}/users/{userId} — Remove user from queue
- PUT /queue/{queueId}/users/{userId} — Update user's queue role

Endpoint​

Authentication​

Headers​

Path Parameters​

Query Parameters​

Request Body Schema​

Example cURL​

Success Response Example​

User Object Schema​

Availability Status Values​

Queue Role Values​

Skill Level Values​

Error Responses​

Notes​