What are SLAs?
Service Level Agreements (SLAs) define the expected response and resolution times for customer support interactions. The SLA analytics API lets you track:- Compliance rates — How often your team meets SLA targets for first response and resolution
- Coverage — What percentage of sessions are covered by an SLA policy
- Percentiles — Response and resolution time distributions (p50, p75, p90, p95)
- Trends — How compliance changes over time
- Breach patterns — When SLA breaches are most likely to occur
Available Endpoints
Overview
Get SLA compliance rates, coverage, and response/resolution time percentiles
Breakdown
Get SLA compliance grouped by policy, team, agent, or channel
Trend
Get SLA compliance rates over time, grouped by day or week
Breach Heatmap
Get a heatmap of SLA breaches by hour of day and day of week