Stuck on the math for Service Level using the raw interval data from /api/v2/analytics/queues/real-time/intervals. I’m grabbing the JSON response, but the numbers don’t add up to the dashboard’s SLA %.
sl = offered / answered_within_threshold
Is offered the sum of offerCount across all intervals? Or do I need to adjust for abandoned calls? The docs are vague on the exact formula for real-time data. Any snippet that does this right?