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  2. v1
  3. CORE
  4. INSIGHTS

Service Level Agreements




Metadata




 
 



Version 1.0
Last Updated January 13, 2017

Actions

Overview

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at string ISO-8601 Format
previous_end_at string ISO-8601 Format
cases array

Conversation SLA Statistics

RESOURCE FIELDS

Name Type Read-only Description
case Case Pointer
resolution_due_at string
ISO-8601 Format
age integer
Age of the conversation in days
is_breached boolean
effort_score integer

Series

RESOURCE FIELDS

Name Type Read-only Description
name string
data array
previous array

Value

RESOURCE FIELDS

Name Type Read-only Description
name string
value integer
previous integer
delta_percent float

Retrieve Overview

GET /api/v1/insights/sla/overview.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
agent_id integer If this argument is specified, only conversations assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only conversations assigned to Team with id team_id are considered.

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
    "status": 200,
    "data": {
        "start_at": "2016-04-16T00:00:00+00:00",
        "end_at": "2016-04-20T00:00:00+00:00",
        "cases": [
            {
                "case": {
                    "id": 1,
                    "resource_type": "case_pointer",
                    "resource_url": "https://brewfictus.kayako.com/api/v1/case/1"
                },
                "is_breached": true,
                "resolution_due_at": "2016-04-17T23:12:12+00:00",
                "age": 5,
                "effort_score": 6,
                "resource_type": "report_case_sla"
            },
            {
                "case": {
                    "id": 2,
                    "resource_type": "case_pointer",
                    "resource_url": "https://brewfictus.kayako.com/api/v1/case/2"
                },
                "is_breached": false,
                "resolution_due_at": "2016-04-17T23:12:12+00:00",
                "age": 5,
                "effort_score": 7,
                "resource_type": "report_case_sla"
            }
        ]
    },
    "resource_type": "report_sla_overview"
}

Target

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at timestamp
ISO-8601 Format
previous_end_at timestamp
ISO-8601 Format
targets array

Target Statistics

RESOURCE FIELDS

Name Type Read-only Description
sla_target SLA
metrics array

Retrieve Target

GET /api/v1/insights/sla/target.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
agent_id integer If this argument is specified, only cases assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only cases assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only cases created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
    "status": 200,
    "data": {
        "start_at": "2016-04-16T00:00:00+00:00",
        "end_at": "2016-04-20T00:00:00+00:00",
        "previous_start_at": "2016-04-12T00:00:00+00:00",
        "previous_end_at": "2016-04-16T00:00:00+00:00",
        "targets": [
            {
                "sla_target": {
                    "id": 10,
                    "resource_type": "sla_target"
                },
                "metrics": [
                    {
                        "name": "percentage_achieved",
                        "value": 5,
                        "previous": 7,
                        "delta_percent": -28.571,
                        "resource_type": "report_value_comparison"
                    },
                    {
                        "name": "total_breached",
                        "value": 5,
                        "previous": 7,
                        "delta_percent": -28.571,
                        "resource_type": "report_value_comparison"
                    },
                    {
                        "name": "average_time_to_target",
                        "value": 5,
                        "previous": 7,
                        "delta_percent": -28.571,
                        "resource_type": "report_value_comparison"
                    },
                    {
                        "name": "average_time_overdue_to_breach",
                        "value": 5,
                        "previous": 7,
                        "delta_percent": -28.571,
                        "resource_type": "report_value_comparison"
                    }
                ],
                "resource_type": "report_sla_target"
            }
        ]
    },
    "resource_type": "report_sla_target"
}

Performance

RESOURCE FIELDS

Name Type Read-only Description
start_at timestamp
ISO-8601 Format
end_at timestamp
ISO-8601 Format
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string
DAY, WEEK, MONTH, QUARTER, YEAR
interval_count integer
performance_series Performance

Performance Statistics

RESOURCE FIELDS

Name Type Read-only Description
sla SLA
series Series

Retrieve Performance

GET /api/v1/insights/sla/performance.json

Information

Allowed for Collaborators, Agents, Admins & Owners
Scope insights

Arguments

Name Type Mandatory Description
start_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
end_at string
Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_start_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
previous_end_at string Timestamp in format YYYY-MM-DDThh:mm:ssTZD
interval string DAY, WEEK, MONTH, QUARTER, YEAR
agent_id integer If this argument is specified, only conversations assigned to Agent with id agent_id are considered.
team_id integer If this argument is specified, only conversations assigned to Team with id team_id are considered.
source_channel string If this argument is specified, only conversations created via specified channel are considered

At a time, only one of the arguments from agent_id or team_id is allowed.

Response

{
    "status": 200,
    "data": {
        "start_at": "2016-04-16T00:00:00+00:00",
        "end_at": "2016-04-20T00:00:00+00:00",
        "previous_start_at": "2016-04-12T00:00:00+00:00",
        "previous_end_at": "2016-04-16T00:00:00+00:00",
        "interval": "DAY",
        "interval_count": 4,
        "performance_series": [
            {
                "sla": {
                    "id": 2,
                    "resource_type": "sla"
                },
                "series": {
                    "name": "percentage_achieved",
                    "data": [
                        1,
                        3,
                        5,
                        1
                    ],
                    "previous": [
                        1,
                        3,
                        5,
                        2
                    ],
                    "resource_type": "report_series_comparison"
                },
                "resource_type": "report_performance_series"
            }
        ]
    },
    "resource_type": "report_sla_performance"
}