ECC Queue performance metrics

  • Release version: Australia
  • Updated May 20, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of ECC Queue performance metrics

    The ECC (External Communication Channel) Queue is a key integration point between a ServiceNow instance and its MID Server. The ECC Queue performance metrics provide insights into the message flow, load, and communication status between these components within the ServiceNow AI Platform®. Monitoring these metrics helps you understand MID Server workload and connectivity issues.

    Show full answer Show less

    Key Metrics

    • ECC Queue message count (Input): Tracks the number of incoming messages in the queue by agent name (external system) that are in ready or processing state.
    • ECC Queue message count (Output): Tracks the number of outgoing messages in the queue by agent name that are in ready or processing state.
    • Average waiting time (Input): Measures the average age of input messages waiting in the ready state, indicating MID Server load since messages are not yet processed.
    • Average waiting time (Output): Measures the average age of output messages waiting in the ready state, also indicating MID Server processing load.
    • Processed message delta (Input): Represents the change in the count of input messages processed since the last data collection interval (typically 5 minutes), by agent.
    • Processed message delta (Output): Represents the change in the count of output messages processed since the last data collection interval, by agent.

    Important Considerations

    The MID Server status shown by these metrics reflects the communication state between the MID Server and the instance rather than the MID Server service state. A status of "down" can indicate issues such as:

    • Incorrect MID Server configuration (credentials, instance URL, proxy settings)
    • Network communication blocked by proxy or firewall
    • MID Server service stopped manually or crashed

    Practical Value for ServiceNow Customers

    By monitoring these ECC Queue metrics, you can proactively detect MID Server communication bottlenecks, identify misconfigurations, and assess MID Server workload. This enables faster troubleshooting and ensures smooth integration and data exchange between your ServiceNow instance and external systems.

    The metrics provide the ECC Queue performance snapshot within the ServiceNow AI Platform®.

    ECC Queue Metrics

    ECC Queue message count (Input)
    The External Communication Channel (ECC) Queue is a connection point between an instance and the MID Server. This metrics represent the count of input messages by respective queue agent name that is, name of the external system when it is in ready or processing state.
    ECC Queue message count (Output)
    The External Communication Channel (ECC) Queue is a connection point between an instance and the MID Server. This metrics represent the count of output messages by respective queue agent name that is, name of the external system when it is in ready or processing state.
    Avg waiting time (Input)
    This metric represents the average age for input message at ready state. This will tell us the load on mid server, since the messages are not picked up by mid server for processing.
    Avg waiting time (Output)
    This metric represents the average age for output message at ready state. This will tell us the load on mid server since the messages are not picked up by mid server for processing.
    Processed message delta (Input)
    This represents the delta change in the number of input messages that are in "processed" state since the previous data collection point (that is, in the previous 5 minutes) by respective queue agent name.
    Processed message delta (Output)
    This represents the delta change in the number of output messages that are in "processed" state since the previous data collection point (that is, in the previous 5 minutes) by respective queue agent name.
    Note:
    The MID Server status is not an indication of whether the MID Server service is running or stopped. Rather, the MID Server status is a representation of the communication between the MID Server and the instance. The MID Server status is decided based on the ecc_queue record inputs received by the instance from a MID Server. The MID Server status may be set to down if:
    • The MID Server configuration file has incorrect configuration such as invalid credentials, incorrect instance URL, or misconfigured proxy information.
    • The communication from the MID Server to the instance is being blocked, which could be due to a proxy or a firewall.
    • The MID Server service is not running, which could be caused by a manual stop or a crash of the MID Server service.