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Calculating ASA SLA and Determining Answered Calls Within 180 Seconds

  • 1.  Calculating ASA SLA and Determining Answered Calls Within 180 Seconds

    Posted 06-05-2025 19:08

    Churamani_Verma | 2024-08-27 20:16:55 UTC | #1

    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.

    Eos_Rios | 2024-08-27 20:49:20 UTC | #2

    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.

    system | 2024-09-26 20:49:23 UTC | #3

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 28748



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