curl --request GET \
--url http://localhost:8080/sla/analytics/phone \
--header 'Authorization: Bearer <token>'import requests
url = "http://localhost:8080/sla/analytics/phone"
headers = {"Authorization": "Bearer <token>"}
response = requests.get(url, headers=headers)
print(response.text)const options = {method: 'GET', headers: {Authorization: 'Bearer <token>'}};
fetch('http://localhost:8080/sla/analytics/phone', options)
.then(res => res.json())
.then(res => console.log(res))
.catch(err => console.error(err));<?php
$curl = curl_init();
curl_setopt_array($curl, [
CURLOPT_PORT => "8080",
CURLOPT_URL => "http://localhost:8080/sla/analytics/phone",
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => "",
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 30,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => "GET",
CURLOPT_HTTPHEADER => [
"Authorization: Bearer <token>"
],
]);
$response = curl_exec($curl);
$err = curl_error($curl);
curl_close($curl);
if ($err) {
echo "cURL Error #:" . $err;
} else {
echo $response;
}package main
import (
"fmt"
"net/http"
"io"
)
func main() {
url := "http://localhost:8080/sla/analytics/phone"
req, _ := http.NewRequest("GET", url, nil)
req.Header.Add("Authorization", "Bearer <token>")
res, _ := http.DefaultClient.Do(req)
defer res.Body.Close()
body, _ := io.ReadAll(res.Body)
fmt.Println(string(body))
}HttpResponse<String> response = Unirest.get("http://localhost:8080/sla/analytics/phone")
.header("Authorization", "Bearer <token>")
.asString();require 'uri'
require 'net/http'
url = URI("http://localhost:8080/sla/analytics/phone")
http = Net::HTTP.new(url.host, url.port)
request = Net::HTTP::Get.new(url)
request["Authorization"] = 'Bearer <token>'
response = http.request(request)
puts response.read_body{
"waits": 0,
"answered": 0,
"caller_hung_up": 0,
"timed_out": 0,
"no_agents": 0,
"voicemail": 0,
"failed": 0,
"met": 0,
"missed": 0,
"excluded": 0,
"ungraded": 0,
"compliance_rate": 123,
"abandon_rate": 123,
"avg_answer_seconds": 123,
"answer_seconds_p50": 123,
"answer_seconds_p90": 123,
"answer_seconds_p95": 123,
"target_percent": 0
}{
"statusCode": 123,
"message": "<string>",
"error": "<string>"
}Phone overview
Get phone answer-time analytics — compliance against the answer-time target, wait outcomes, abandon rate, and answer-time percentiles for a date range.
curl --request GET \
--url http://localhost:8080/sla/analytics/phone \
--header 'Authorization: Bearer <token>'import requests
url = "http://localhost:8080/sla/analytics/phone"
headers = {"Authorization": "Bearer <token>"}
response = requests.get(url, headers=headers)
print(response.text)const options = {method: 'GET', headers: {Authorization: 'Bearer <token>'}};
fetch('http://localhost:8080/sla/analytics/phone', options)
.then(res => res.json())
.then(res => console.log(res))
.catch(err => console.error(err));<?php
$curl = curl_init();
curl_setopt_array($curl, [
CURLOPT_PORT => "8080",
CURLOPT_URL => "http://localhost:8080/sla/analytics/phone",
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => "",
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 30,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => "GET",
CURLOPT_HTTPHEADER => [
"Authorization: Bearer <token>"
],
]);
$response = curl_exec($curl);
$err = curl_error($curl);
curl_close($curl);
if ($err) {
echo "cURL Error #:" . $err;
} else {
echo $response;
}package main
import (
"fmt"
"net/http"
"io"
)
func main() {
url := "http://localhost:8080/sla/analytics/phone"
req, _ := http.NewRequest("GET", url, nil)
req.Header.Add("Authorization", "Bearer <token>")
res, _ := http.DefaultClient.Do(req)
defer res.Body.Close()
body, _ := io.ReadAll(res.Body)
fmt.Println(string(body))
}HttpResponse<String> response = Unirest.get("http://localhost:8080/sla/analytics/phone")
.header("Authorization", "Bearer <token>")
.asString();require 'uri'
require 'net/http'
url = URI("http://localhost:8080/sla/analytics/phone")
http = Net::HTTP.new(url.host, url.port)
request = Net::HTTP::Get.new(url)
request["Authorization"] = 'Bearer <token>'
response = http.request(request)
puts response.read_body{
"waits": 0,
"answered": 0,
"caller_hung_up": 0,
"timed_out": 0,
"no_agents": 0,
"voicemail": 0,
"failed": 0,
"met": 0,
"missed": 0,
"excluded": 0,
"ungraded": 0,
"compliance_rate": 123,
"abandon_rate": 123,
"avg_answer_seconds": 123,
"answer_seconds_p50": 123,
"answer_seconds_p90": 123,
"answer_seconds_p95": 123,
"target_percent": 0
}{
"statusCode": 123,
"message": "<string>",
"error": "<string>"
}from and to select waits by when the caller started waiting. timezone is an IANA name, default UTC. Filter with team_id or policy_id.
compliance_rate is met / (met + missed); excluded waits (short abandons, and unanswered waits under a policy that grades answered calls only) and ungraded waits (no phone policy applied) are not in that ratio. target_percent is the goal when every graded wait in the range used the same policy, otherwise null. See Phone answer-time SLA.Authorizations
Bearer authentication header of the form Bearer <token>, where <token> is your auth token.
Query Parameters
IANA timezone for day and hour buckets.
36^([0-9a-fA-F]{8}-[0-9a-fA-F]{4}-[1-8][0-9a-fA-F]{3}-[89abAB][0-9a-fA-F]{3}-[0-9a-fA-F]{12}|00000000-0000-0000-0000-000000000000|ffffffff-ffff-ffff-ffff-ffffffffffff)$Response
Default Response
Times a caller waited for an agent (finished waits only).
-9007199254740991 <= x <= 9007199254740991-9007199254740991 <= x <= 9007199254740991-9007199254740991 <= x <= 9007199254740991-9007199254740991 <= x <= 9007199254740991-9007199254740991 <= x <= 9007199254740991-9007199254740991 <= x <= 9007199254740991Waits ended by a call failure on our side. Never graded, not an abandon.
-9007199254740991 <= x <= 9007199254740991Answered within the target.
-9007199254740991 <= x <= 9007199254740991-9007199254740991 <= x <= 9007199254740991Left out of the SLA: short abandons, and unanswered waits under answered_only.
-9007199254740991 <= x <= 9007199254740991Waits not graded: no phone answer-time policy applied, or the call failed.
-9007199254740991 <= x <= 9007199254740991met / (met + missed), 0–1.
caller_hung_up / waits, 0–1.
Average wait of answered callers.
The answer-time goal (%) when every graded wait in range used the same policy.
-9007199254740991 <= x <= 9007199254740991Was this page helpful?