Docs state: “The interval data provides a snapshot of queue statistics at the beginning of each interval.” I’m trying to calculate Service Level percentage by summing the handled and abandoned counts from GET /api/v2/analytics/queues/summary intervals. The formula looks right but the result is off by 5%. Here is the logic.
serviceLevel = (handled / (handled + abandoned)) * 100
Is the handled count inclusive of calls that exceeded the SLA threshold within that specific interval window?