Get Service Level Percentage

Description

Queries aggregate conversation data to retrieve metrics required to calculate Service Level Percentage (SLA %). SLA% is calculated as (nConnected - nOverSla) / nConnected. The absence of a metric means that it has a count of zero.

Business Application

The primary measure of Customer Experience. Indicates the percentage of calls answered within a target threshold (e.g., 80% in 20 seconds). Essential for SLA Compliance monitoring.

Endpoint

POST https://api.mypurecloud.de/api/v2/analytics/conversations/aggregates/query

Request

Headers

• Authorization: Bearer Token
• Content-Type: application/json

Body Parameters

Name	Type	Mandatory	Description
interval	DateTime	Yes	Time range for this query. Dynamic: Calculate based on current date (e.g., Last 7 Days).
metrics	Array	Yes	Array of strings for each requested metric (e.g., ["nOverSla", "nConnected"])

Sample Request

{
  "interval": "2025-11-09T22:00:00.000Z/2025-11-15T22:00:00.000Z",
  "metrics": [
    "nOverSla",
    "nConnected"
  ]
}

CURL Example

curl -X POST 'https://api.mypurecloud.de/api/v2/analytics/conversations/aggregates/query' \
  -H 'Authorization: Bearer *******************' \
  -H 'Content-Type: application/json' \
  --data-raw $'{"interval":"2025-11-09T22:00:00.000Z/2025-11-15T22:00:00.000Z","metrics":["nOverSla","nConnected"]}'

Response

Body Parameters

Name	Type	Description
results	Array	Array of results split into groups according to their mediaTypes
group	Object	Object containing data for each group
data	Object	Object containing data related to the metrics

Sample Response

{
    "results": [
        {
            "group": {
                "mediaType": "message"
            },
            "data": [
                {
                    "interval": "2025-11-09T22:00:00.000Z/2025-11-15T22:00:00.000Z",
                    "metrics": [
                        {
                            "metric": "nConnected",
                            "stats": {
                                "count": 857
                            }
                        },
                        {
                            "metric": "nOverSla",
                            "stats": {
                                "count": 2
                            }
                        }
                    ]
                }
            ]
        },
        {
            "group": {
                "mediaType": "voice"
            },
            "data": [
                {
                    "interval": "2025-11-09T22:00:00.000Z/2025-11-15T22:00:00.000Z",
                    "metrics": [
                        {
                            "metric": "nConnected",
                            "stats": {
                                "count": 993
                            }
                        }
                    ]
                }
            ]
        }
    ]
}