Is there a standard way to derive the Service Level percentage when working with raw interval data from the Analytics API?
I’ve been pulling queue performance data using /api/v2/analytics/queues/summary with group-bys=[interval] and interval-size=PT1H. The goal is to build a custom dashboard that shows SLA compliance per hour.
The response returns metric-ids like offer.answered.time and offer.answering.delay, but I’m struggling to map these to the standard Service Level definition (e.g., 80% of calls answered in 20 seconds). The offer.answered.time seems to be an aggregate or average, which doesn’t help with percentile calculations. I tried summing offer.answered.count where offer.answering.delay < 20, but the API doesn’t seem to support conditional aggregation on the fly for this endpoint.
Here’s a snippet of the payload structure I’m getting:
{
"data": [
{
"interval": "2023-10-27T14:00:00.000Z",
"metrics": {
"offer.answered.count": { "value": 150 },
"offer.answered.time": { "value": 12.5 },
"offer.abandoned.count": { "value": 10 }
}
}
]
}
Am I missing a specific metric ID that gives the count of calls answered within a threshold? Or do I need to pull detailed event data and process it client-side, which feels heavy for hourly summaries? I’ve checked the documentation for offer.answered.speed but that’s not showing up in the summary endpoint.