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SLA analytics provide visibility into your organization’s SLA compliance, response and resolution times, and breach patterns. Use this data to monitor service level performance and identify areas for improvement.

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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

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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