Trying to calculate service level % using the analytics API interval data. I’m fetching /api/v2/analytics/queues/summary with groupBy: interval and interval: 5m. The response gives me offerCount and answeredOfferCount, but I’m not sure how to handle the waitTime field to get the actual SLA hit rate. Should I be summing the answered offers where waitTime <= target, or is there a specific metric I’m missing? Here’s the query params I’m using:
{
"groupBy": "interval",
"interval": "5m",
"metrics": ["offerCount", "answeredOfferCount", "waitTime"]
}
Any pointers? The SDK docs are a bit vague on this specific calc.