> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

> Get SLA analytics breakdown — Get SLA compliance rates grouped by policy, team, agent, or channel.

# Get SLA analytics breakdown



## OpenAPI

````yaml get /sla/analytics/breakdown
openapi: 3.1.0
info:
  title: OpenCX API
  description: >

    OpenCX is an AI-powered, all-in-one platform for customer support and
    outbound communications.


    Use this API to manage your OpenCX organization's AI agents, actions,
    conversations, contacts, and more.


    To get started, generate a new API key from the dashboard.


    ## Authentication

    All API endpoints require authentication using a Bearer token. You can
    generate an API key from your OpenCX dashboard.


    ## Rate Limiting

    API requests are rate limited to ensure fair usage. The current limits are:

    - 100 requests per minute for standard endpoints

    - 1000 requests per minute for streaming endpoints


    ## Error Handling

    The API uses standard HTTP status codes and returns detailed error messages
    in the response body.
  version: 1.0-beta
  license:
    name: MIT
    url: https://opensource.org/licenses/MIT
servers:
  - url: https://api.open.cx
    description: Production
security:
  - bearerAuth: []
paths:
  /sla/analytics/breakdown:
    get:
      summary: Get SLA analytics breakdown
      description: Get SLA compliance rates grouped by policy, team, agent, or channel.
      operationId: getSlaAnalyticsBreakdown
      parameters:
        - schema: {}
          in: query
          name: from
          required: true
        - schema: {}
          in: query
          name: to
          required: true
        - schema:
            default: UTC
            type: string
          in: query
          name: timezone
          required: false
        - schema:
            type: string
          in: query
          name: policy_id
          required: false
        - schema:
            type: string
          in: query
          name: team_id
          required: false
        - schema:
            type: string
            enum:
              - web
              - email
              - phone_voice
              - slack
              - sms
              - whatsapp
              - instagram
              - messenger
              - api
              - web_voice
          in: query
          name: channel
          required: false
        - schema:
            type: number
          in: query
          name: agent_id
          required: false
        - schema:
            type: string
            enum:
              - policy
              - team
              - agent
              - channel
          in: query
          name: group_by
          required: true
      responses:
        '200':
          description: Default Response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SlaBreakdownResponseDto'
        '500':
          description: Internal Server Error
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ErrorDto'
components:
  schemas:
    SlaBreakdownResponseDto:
      $schema: https://json-schema.org/draft/2020-12/schema
      $id: '#/components/schemas/SlaBreakdownResponseDto'
      type: array
      items:
        type: object
        properties:
          grouping:
            type: object
            properties:
              type:
                type: string
                enum:
                  - policy
                  - team
                  - agent
                  - channel
              id:
                anyOf:
                  - type: string
                  - type: number
                  - type: 'null'
              name:
                type: string
            required:
              - type
              - id
              - name
            additionalProperties: false
          sessions_count:
            type: number
          compliance:
            type: object
            properties:
              overall:
                type: number
              first_reply:
                type: object
                properties:
                  fulfilled:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  breached:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  completed_after_breach:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  active:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  rate:
                    type: number
                required:
                  - fulfilled
                  - breached
                  - completed_after_breach
                  - active
                  - rate
                additionalProperties: false
              next_reply:
                type: object
                properties:
                  fulfilled:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  breached:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  completed_after_breach:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  active:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  rate:
                    type: number
                required:
                  - fulfilled
                  - breached
                  - completed_after_breach
                  - active
                  - rate
                additionalProperties: false
              resolution:
                type: object
                properties:
                  fulfilled:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  breached:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  completed_after_breach:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  active:
                    type: integer
                    minimum: -9007199254740991
                    maximum: 9007199254740991
                  rate:
                    type: number
                required:
                  - fulfilled
                  - breached
                  - completed_after_breach
                  - active
                  - rate
                additionalProperties: false
            required:
              - overall
              - first_reply
              - next_reply
              - resolution
            additionalProperties: false
          percentiles:
            type: object
            properties:
              first_reply:
                type: object
                properties:
                  p50:
                    type: number
                  p90:
                    type: number
                  p95:
                    type: number
                required:
                  - p50
                  - p90
                  - p95
                additionalProperties: false
              next_reply:
                type: object
                properties:
                  p50:
                    type: number
                  p90:
                    type: number
                  p95:
                    type: number
                required:
                  - p50
                  - p90
                  - p95
                additionalProperties: false
              resolution:
                type: object
                properties:
                  p50:
                    type: number
                  p90:
                    type: number
                  p95:
                    type: number
                required:
                  - p50
                  - p90
                  - p95
                additionalProperties: false
            required:
              - first_reply
              - next_reply
              - resolution
            additionalProperties: false
        required:
          - grouping
          - sessions_count
          - compliance
          - percentiles
        additionalProperties: false
    ErrorDto:
      type: object
      properties:
        statusCode:
          type: integer
        message:
          type: string
        error:
          type: string
  securitySchemes:
    bearerAuth:
      type: http
      scheme: bearer
      bearerFormat: JWT

````