I’m trying to build a custom real-time dashboard that shows the actual Service Level percentage for our queues, rather than relying on the default UI widgets. The goal is to calculate this manually using the raw interval data from the Analytics API to ensure the math matches our internal reporting standards. I’m hitting a wall where the calculated SL% from the API response doesn’t match what I see in the standard Genesys Cloud admin console, even though the raw handle times and answer counts look identical. I’m using the endpoint GET /api/v2/analytics/queues/real-time/intervals with a interval parameter of PT1M to get minute-by-minute breakdowns. The response includes sum and count objects for metrics like acd.handleTime and acd.answered. My logic is straightforward: sum up the acd.answered.count where acd.handleTime.sum is less than the service level threshold (say, 20 seconds) and divide by the total acd.answered.count. Here’s the JavaScript snippet I’m using to process the payload:
let answeredWithinSL = 0;
let totalAnswered = 0;
const SL_THRESHOLD = 20000; // 20 seconds in ms
response.data.intervals.forEach(interval => {
if (interval.metrics) {
const answered = interval.metrics['acd.answered'];
const handleTime = interval.metrics['acd.handleTime'];
if (answered && answered.count) {
totalAnswered += answered.count;
// This is where I think the logic breaks
if (handleTime && handleTime.sum && handleTime.sum < SL_THRESHOLD) {
answeredWithinSL += answered.count;
}
}
}
});
const serviceLevelPercent = (answeredWithinSL / totalAnswered) * 100;
The issue is that handleTime.sum is the total time for all calls in that interval, not the individual call time. Dividing the sum by the count gives an average, which isn’t useful for SL calculations since SL is based on individual call performance, not the mean. The API doesn’t seem to return a distribution or histogram of handle times per interval, just aggregates. I’ve checked the documentation for interval granularity but nothing mentions a way to get per-call metrics in real-time. Is there a different endpoint or a specific query parameter I’m missing that provides the distribution of handle times? Or am I fundamentally misunderstanding how the SL metric is constructed from these aggregates? The acd.answered metric has a sum field too, which is confusing. I need the count of calls that answered AND were handled within the threshold, not just the average handle time. Any pointers on how to extract this specific data point from the real-time API? I’m stuck on this aggregation logic.