> ## 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. # Phone breakdown > Get phone answer-time compliance and wait outcomes grouped by team, policy, calendar day, or hour of day. Use to find understaffed hours or teams. `group_by=day` returns one row per calendar day and `group_by=hour` one row per hour of day (0–23) across the whole range, both in `timezone`. `group_by=team` and `group_by=policy` return one row per team or policy; waits without one have a `null` grouping `id`. Each row carries the same metrics as the [overview](/api-reference/sla-analytics/phone-overview). ## OpenAPI ````yaml get /sla/analytics/phone/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: http://localhost:8080 description: Development - url: https://api.open.cx description: Production security: - bearerAuth: [] paths: /sla/analytics/phone/breakdown: get: summary: Get phone answer-time analytics breakdown description: >- Get phone answer-time compliance and outcomes grouped by team, policy, day, or hour of day. operationId: getPhoneAnswerAnalyticsBreakdown parameters: - schema: {} in: query name: from required: true description: Start of the range, on when callers started waiting. - schema: {} in: query name: to required: true description: End of the range, on when callers started waiting. - schema: default: UTC type: string in: query name: timezone required: false description: IANA timezone for day and hour buckets. - schema: type: string maxLength: 36 in: query name: team_id required: false - schema: type: string format: uuid pattern: >- ^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$ in: query name: policy_id required: false - schema: type: string enum: - team - policy - day - hour in: query name: group_by required: true description: >- day = calendar day, hour = hour of day (0–23) across the whole range, both in `timezone`. responses: '200': description: Default Response content: application/json: schema: $ref: '#/components/schemas/PhoneAnswerBreakdownResponseDto' '500': description: Internal Server Error content: application/json: schema: $ref: '#/components/schemas/ErrorDto' components: schemas: PhoneAnswerBreakdownResponseDto: $schema: https://json-schema.org/draft/2020-12/schema $id: '#/components/schemas/PhoneAnswerBreakdownResponseDto' type: array items: type: object properties: waits: type: integer minimum: -9007199254740991 maximum: 9007199254740991 description: Times a caller waited for an agent (finished waits only). answered: type: integer minimum: -9007199254740991 maximum: 9007199254740991 caller_hung_up: type: integer minimum: -9007199254740991 maximum: 9007199254740991 timed_out: type: integer minimum: -9007199254740991 maximum: 9007199254740991 no_agents: type: integer minimum: -9007199254740991 maximum: 9007199254740991 voicemail: type: integer minimum: -9007199254740991 maximum: 9007199254740991 failed: type: integer minimum: -9007199254740991 maximum: 9007199254740991 description: >- Waits ended by a call failure on our side. Never graded, not an abandon. met: type: integer minimum: -9007199254740991 maximum: 9007199254740991 description: Answered within the target. missed: type: integer minimum: -9007199254740991 maximum: 9007199254740991 excluded: type: integer minimum: -9007199254740991 maximum: 9007199254740991 description: >- Left out of the SLA: short abandons, and unanswered waits under answered_only. ungraded: type: integer minimum: -9007199254740991 maximum: 9007199254740991 description: >- Waits not graded: no phone answer-time policy applied, or the call failed. compliance_rate: type: number description: met / (met + missed), 0–1. abandon_rate: type: number description: caller_hung_up / waits, 0–1. avg_answer_seconds: anyOf: - type: number - type: 'null' description: Average wait of answered callers. answer_seconds_p50: anyOf: - type: number - type: 'null' answer_seconds_p90: anyOf: - type: number - type: 'null' answer_seconds_p95: anyOf: - type: number - type: 'null' grouping: type: object properties: type: type: string enum: - team - policy - day - hour id: anyOf: - type: string - type: number - type: 'null' name: type: string required: - type - id - name additionalProperties: false required: - waits - answered - caller_hung_up - timed_out - no_agents - voicemail - failed - met - missed - excluded - ungraded - compliance_rate - abandon_rate - avg_answer_seconds - answer_seconds_p50 - answer_seconds_p90 - answer_seconds_p95 - grouping additionalProperties: false ErrorDto: type: object properties: statusCode: type: integer message: type: string error: type: string securitySchemes: bearerAuth: type: http scheme: bearer bearerFormat: JWT ```` This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.