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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.

SLA analytics provide visibility into your organization’s SLA compliance, response and resolution times, and breach patterns. Use this data to monitor service level performance and identify areas for improvement.

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What are SLAs?

Service Level Agreements (SLAs) define the expected response and resolution times for customer support interactions. The SLA analytics API lets you track:
  • Compliance rates — How often your team meets SLA targets for first response and resolution
  • Coverage — What percentage of sessions are covered by an SLA policy
  • Percentiles — Response and resolution time distributions (p50, p75, p90, p95)
  • Trends — How compliance changes over time
  • Breach patterns — When SLA breaches are most likely to occur

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Available Endpoints

Overview

Get SLA compliance rates, coverage, and response/resolution time percentiles

Breakdown

Get SLA compliance grouped by policy, team, agent, or channel

Trend

Get SLA compliance rates over time, grouped by day or week

Breach Heatmap

Get a heatmap of SLA breaches by hour of day and day of week