Get SLA Breach Summary

A service-level agreement (SLA) defines the service standards the provider is obligated to provide to the customer. The First Response time to the customer’s inquiry is an example of a typical SLA measured by CommBox. After that time passes, the SLA is breached.

There are 2 SLA Warnings that can be set in the SLA settings page:
- A warning is activated after 50% (default settings) of the time allotted by the SLA past.
- A critical warning is activated when there is only 20% (default settings) of the time left before an SLA breach.
(For example, if the Service Level Agreement is 5 minutes, conversations waiting for the First Response will be painted in orange after 2.5 minutes and in red after 4 minutes.)

This API returns the number of SLA breaches for the entire account divided by communication channel Id, longest conversations, and specific agent/bot SLA.
Note:“Exceptions” refers to Breaches, and “SlaCritical” refers to the SLA critical warning.