> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tetherai.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# List current escalation queue items

> Returns the live escalation queue (contacts waiting for an agent), enriched with contact / automation metadata and per-item wait time in milliseconds. Sorted oldest-waiting first. Optionally scoped to a department by filtering on automations that escalate to that department.



## OpenAPI

````yaml /api-reference/openapi.yaml get /api/escalation-dashboard/queue
openapi: 3.0.3
info:
  title: Tether Relay and Tether API
  version: 1.0.0
  description: >-
    Route-derived OpenAPI contract generated from tether-relay backend sources.
    Regenerate with scripts/sync-openapi-from-backend.mjs.
servers:
  - url: https://your-instance.example.com
    description: Production
  - url: http://localhost:2212
    description: Local API service
security: []
tags:
  - name: AI
  - name: Applications
  - name: Approval
  - name: Auth
  - name: Automations
  - name: Calls
  - name: Campaigns
  - name: Contact Analytics
  - name: Contact Metrics
  - name: Contact Notes
  - name: Contacts
  - name: Conversation Monitor
  - name: Conversations
  - name: Departments
  - name: Email
  - name: Escalation Dashboard
  - name: Event Logs
  - name: Google Sheets
  - name: Marketplace
  - name: Messages
  - name: Notification Sounds
  - name: Notifications
  - name: Org Snapshots
  - name: Organizations
  - name: Outreach
  - name: Outreach Metrics
  - name: Outreach Sources
  - name: Pipelines
  - name: Processes
  - name: Prompts
  - name: Reminders
  - name: Sms
  - name: Templates
  - name: Traces
  - name: Training
  - name: Upload
  - name: User Snapshots
  - name: Users
  - name: Vertical
  - name: Webchats
  - name: Webhook
paths:
  /api/escalation-dashboard/queue:
    get:
      tags:
        - Escalation Dashboard
      summary: List current escalation queue items
      description: >-
        Returns the live escalation queue (contacts waiting for an agent),
        enriched with contact / automation metadata and per-item wait time in
        milliseconds. Sorted oldest-waiting first. Optionally scoped to a
        department by filtering on automations that escalate to that department.
      operationId: get_escalation_queue
      parameters:
        - in: query
          name: departmentId
          required: false
          schema:
            type: string
          description: >-
            Optional department filter. ADMIN/SUPERADMIN may pass any
            departmentId; DEPARTMENT_HEAD is implicitly scoped to their own
            department and any other value is ignored.
      responses:
        '200':
          description: Escalation queue returned
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/EscalationQueueResponse'
        '403':
          description: Access denied
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/EscalationDashboardError'
        '500':
          description: Error fetching escalation queue
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/EscalationDashboardError'
      security:
        - bearerAuth: []
components:
  schemas:
    EscalationQueueResponse:
      type: object
      properties:
        success:
          type: boolean
          enum:
            - true
        data:
          type: array
          items:
            $ref: '#/components/schemas/EscalationQueueItem'
      required:
        - success
        - data
      additionalProperties: false
      example:
        success: true
        data:
          - conversationId: 8c3d4e0f9a1b3c4d5e6f7a8b9c01
            contactId: 9d4e5f1a2b3c4d5e6f7a8b9c0d12
            contactName: Alex Morgan
            contactPhone: '+14165550100'
            automationId: 5f7b1c2e8a1d4e0012c3b4a5
            automationName: Inbound Support
            queuedAt: '2026-05-18T14:25:31.000Z'
            waitTimeMs: 331000
            hasAccess: true
    EscalationDashboardError:
      type: object
      properties:
        success:
          type: boolean
          enum:
            - false
        message:
          type: string
        error:
          type: string
      required:
        - success
        - message
      additionalProperties: true
      example:
        success: false
        message: Access denied
    EscalationQueueItem:
      type: object
      properties:
        conversationId:
          type: string
        contactId:
          type: string
        contactName:
          type: string
        contactPhone:
          type: string
          nullable: true
        automationId:
          type: string
        automationName:
          type: string
        queuedAt:
          type: string
          format: date-time
        waitTimeMs:
          type: integer
        hasAccess:
          type: boolean
          description: >-
            True when the caller has permission to open the conversation
            (ownership/assignment/role).
      required:
        - conversationId
        - contactId
        - contactName
        - automationId
        - automationName
        - queuedAt
        - waitTimeMs
        - hasAccess
      additionalProperties: false
      example:
        conversationId: 8c3d4e0f9a1b3c4d5e6f7a8b9c01
        contactId: 9d4e5f1a2b3c4d5e6f7a8b9c0d12
        contactName: Alex Morgan
        contactPhone: '+14165550100'
        automationId: 5f7b1c2e8a1d4e0012c3b4a5
        automationName: Inbound Support
        queuedAt: '2026-05-18T14:25:31.000Z'
        waitTimeMs: 331000
        hasAccess: true
  securitySchemes:
    bearerAuth:
      type: http
      scheme: bearer
      bearerFormat: JWT

````