Calculating Service Level from Genesys Cloud Analytics Interval Data via API

NICE CXone API & Integrations
1

I’m building a custom reporting tool for our team using the Genesys Cloud Analytics API. The goal is to calculate the Service Level percentage for a specific queue based on raw interval data. I’m using the queue observations query endpoint with the interval parameter set to PT1H.

The response includes serviceLevel objects, but I’m confused about how to interpret the percent field versus the count fields. Here is a sample response:

{
 "serviceLevel": {
 "percent": 0.85,
 "count": 120,
 "targetCount": 100
 }
}

I assumed percent is the SLA achievement. But when I sum up the count values for all intervals and divide by the total calls, the number doesn’t match the percent value in the UI. The UI shows 85% SLA, but my calculation gives me 78%.

Here is my calculation logic in C#:

var totalCalls = intervals.Sum(i => i.serviceLevel.count);
var totalTargeted = intervals.Sum(i => i.serviceLevel.targetCount);
var calculatedSLA = (double)totalTargeted / totalCalls;

The calculatedSLA is 0.78. Why is there a discrepancy? Is the API returning pre-aggregated percentages that shouldn’t be summed? Or am I missing a weighting factor? I’ve checked the documentation but it’s not clear how to derive the overall SLA from interval data.

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