I’ve been pulling raw interval data from the Analytics API to build a custom dashboard for queue performance. The endpoint is /api/v2/analytics/conversations/queues/summary. I’m trying to calculate the Service Level percentage (calls answered within 20 seconds) based on the returned metrics.
The response includes offerCount and answerCount, but I don’t see a direct field for answeredWithinThreshold. I’ve tried summing offerCount and answerCount across all intervals, but the math doesn’t match the native report. Here’s the snippet I’m using to process the payload:
const serviceLevel = (data.intervals.reduce((acc, curr) => {
return acc + (curr.metrics.answerCount.value / curr.metrics.offerCount.value);
}, 0)) / data.intervals.length * 100;
This returns a value way higher than 100% because I’m averaging ratios instead of summing numerators and denominators separately. I need the total answered within 20s divided by total offered. Does the metrics object contain a specific property for threshold-based answers, or am I missing a query parameter in the request body to filter by answeredWithin?