Calculating ASA SLA and Determining Answered Calls Within 180 Seconds

Hi

i am using this below api and payload

api/v2/analytics/conversations/aggregates/query

and payload
{
"interval": "2024-08-24T04:00:00.000Z/2024-08-25T04:00:00.000Z",

"granularity": "P1D",
"groupBy": [
"queueId"

],
"metrics": [
"tAnswered",
"tAbandon",
"tHandle",
"tWait",
"nOffered",
"tAcw","tTalk",
"tFlowOut",
"nOverSla",
"tShortAbandon",
"oServiceLevel",
"oServiceTarget","tHeld","nTransferred","nConnected","nOutbound"
],
"filter": {
"type": "or",
"predicates": [
{
"dimension": "mediaType",
"value": "voice"
}

]

}
}

ASA SLA is the percentage of incoming calls to the Service Desk that are answered within 180 seconds.

"Could you please provide a solution for calculating ASA SLA and determining the number of calls answered within 180 seconds?"

Thanks.

What you're describing is basically a standard service level.
Is the Queue's Service Level target set to 180?

That's the only way you can use the aggregate endpoint to answer that question.
(tAnswered.Count - nOverSla.Count = MetSla or oServiceLevel.Numerator ) which you would then divide by your tAnswered.Count

Otherwise you'd have to manually count the number of times your custom threshold is achieved from the raw conversation details.

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