Churamani_Verma | 2024-08-13 16:06:37 UTC | #1
We need to obtain the following three metrics: Interval Complete, Service Level Target %, and Met SLA. We would like to know how to retrieve this data and the formulas required to calculate these metrics. We're using the API endpoint: https://api.mypurecloud.ie/api/v2/analytics/conversations/aggregates/query.
Could you please guide us on how to obtain these three metrics and the formulas for their calculation?
Thanks.
Eos_Rios | 2024-08-13 16:35:30 UTC | #2
Interval Complete isn't a metric, it's a flag that as far as I know isn't actually available from the aggregate endpoint. Off hand I think it's literally just returning whether the interval end is <= now.
The other metrics are;
"oServiceTarget" "nOverSla", "tAnswered",
MetSLA = tAnswered - nOverSla
Churamani_Verma | 2024-08-13 17:03:49 UTC | #3
Thank you so much...
system | 2024-09-17 18:36:00 UTC | #5
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