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.
API key is needed to authorize requests. You can get your API key via the management console.
A Bearer Token is needed to be set in the Authorization header of every API call.
For additional support you can contact us.
OK
Bad Request - The request could not be understood by the server. Incoming parameters might not be valid
Unauthorized - The supplied credentials, if any, are not sufficient to access the resource
Not found - The requested resource is not found
Too Many Requests - Too many requests have been made in a short period of time (Throttling)
Server Error - The server could not return the representation due to an internal server error