So I’m seeing a very odd bug with my service level calculations. I’m pulling raw interval data from /api/v2/analytics/queues/aggregates for a Next.js dashboard. The API docs say serviceLevel is a percentage, but when I calculate it manually using the interval counts, the numbers don’t match.
Here’s the payload structure I’m getting for a 15-second SLA:
{
"intervals": [
{
"startDateTime": "2023-10-01T10:00:00.000Z",
"endDateTime": "2023-10-01T10:05:00.000Z",
"metrics": {
"serviceLevel": { "count": 85 },
"abandoned": { "count": 2 },
"totalOffered": { "count": 100 }
}
}
]
}
My logic is (serviceLevel.count / totalOffered.count) * 100. That gives me 85%. But the UI shows 87.5%. I’ve checked the timezone offsets in my middleware, they’re correct. Is totalOffered including something I shouldn’t be dividing by? Or is serviceLevel count actually representing something else like unique contacts rather than total answered within SLA? I can’t find a clear definition in the SDK types.