Skip to main content
GET
Get phone answer-time analytics
from and to select waits by when the caller started waiting. timezone is an IANA name, default UTC. Filter with team_id or policy_id. compliance_rate is met / (met + missed); excluded waits (short abandons, and unanswered waits under a policy that grades answered calls only) and ungraded waits (no phone policy applied) are not in that ratio. target_percent is the goal when every graded wait in the range used the same policy, otherwise null. See Phone answer-time SLA.

Authorizations

Authorization
string
header
required

Bearer authentication header of the form Bearer <token>, where <token> is your auth token.

Query Parameters

timezone
string
default:UTC

IANA timezone for day and hour buckets.

team_id
string
Maximum string length: 36
policy_id
string<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)$

Response

Default Response

waits
integer
required

Times a caller waited for an agent (finished waits only).

Required range: -9007199254740991 <= x <= 9007199254740991
answered
integer
required
Required range: -9007199254740991 <= x <= 9007199254740991
caller_hung_up
integer
required
Required range: -9007199254740991 <= x <= 9007199254740991
timed_out
integer
required
Required range: -9007199254740991 <= x <= 9007199254740991
no_agents
integer
required
Required range: -9007199254740991 <= x <= 9007199254740991
voicemail
integer
required
Required range: -9007199254740991 <= x <= 9007199254740991
failed
integer
required

Waits ended by a call failure on our side. Never graded, not an abandon.

Required range: -9007199254740991 <= x <= 9007199254740991
met
integer
required

Answered within the target.

Required range: -9007199254740991 <= x <= 9007199254740991
missed
integer
required
Required range: -9007199254740991 <= x <= 9007199254740991
excluded
integer
required

Left out of the SLA: short abandons, and unanswered waits under answered_only.

Required range: -9007199254740991 <= x <= 9007199254740991
ungraded
integer
required

Waits not graded: no phone answer-time policy applied, or the call failed.

Required range: -9007199254740991 <= x <= 9007199254740991
compliance_rate
number
required

met / (met + missed), 0–1.

abandon_rate
number
required

caller_hung_up / waits, 0–1.

avg_answer_seconds
number | null
required

Average wait of answered callers.

answer_seconds_p50
number | null
required
answer_seconds_p90
number | null
required
answer_seconds_p95
number | null
required
target_percent
integer | null
required

The answer-time goal (%) when every graded wait in range used the same policy.

Required range: -9007199254740991 <= x <= 9007199254740991