Stats

Sla

SLA: live deadline counts, attainment verdicts over the window, per-policy results, coverage, and which of the three availability states the section should render. Always answers 200 - "not on this plan" is a state, not an error.

GET /api/{tenant:minlength(2)}/v{version:apiVersion}/stats/sla

Authorisation: Minimum role: USER

Request arguments

Name	Type	Source
group_ids	Int32[]	Query
sla_rule_ids	Int32[]	Query
timeframe	ENUM dashboard_kpi_timeframe
from	DateTime
to	DateTime
compare	Boolean

Request body example

Response

Status: 200 (OK)
Type: DTO_stats_sla

Wrapper: DTO_response_wrap

Other statuses: 400 (BadRequest), 403 (Forbidden)

Response body example

DTO_stats_sla

Name	Type	Description
policies	DTO_stats_sla_policy[]	Policies
matrix_groups	DTO_stats_term[]	Group rows of the group x priority attainment matrix.
matrix_priorities	DTO_stats_term[]	Priority columns of the matrix.
period	DTO_stats_period	Period
state	ENUM stats_sla_state	Which of the three SLA surfaces to render.
measuring_since	DateTime (nullable)	The earliest moment this workspace could have measured anything (first policy created). Comparisons whose previous window starts before this render as "insufficient history" rather than as a fabricated delta. Null when nothing is configured.
right_now	DTO_stats_sla_right_now	Live deadline counts. Null when SLA is not available or not configured.
first_reply_pct	DTO_stats_metric	Share of measured first replies that beat their deadline, as a percentage.
resolution_pct	DTO_stats_metric	Resolution pct
first_reply_measured	Int32	Tickets whose first-reply clock finished in the window (on time + late).
first_reply_on_time	Int32	First reply on time
first_reply_late	Int32	First reply late
resolution_measured	Int32	Resolution measured
resolution_on_time	Int32	Resolution on time
resolution_late	Int32	Resolution late
first_reply_met_by_ai	Int32	Of first replies that beat their deadline, how many came from the AI auto-reply.
first_reply_met_by_user	Int32	First reply met by user
first_reply_ai_share_pct	DTO_stats_metric	The AI share of on-time first replies, as a percentage.
attainment_series	DTO_stats_series[]	Attainment per bucket: one series per clock, values in percent.
verdict_series	DTO_stats_series[]	The same first-reply data as counts, for the stacked on-time/late card.
matrix_values	List`1[]	First-reply attainment per group x priority cell, in percent. Null where too few tickets were measured to say anything - the card leaves those blank on purpose.
matrix_minimum_measured	Int32	Cells with fewer measured tickets than this are reported as null.
late_by_weekday	DTO_stats_term[]	Late first replies by the weekday the ticket arrived, Monday first.
coverage_measured	Int32	Tickets in the window held to a policy with at least one target.
coverage_unmeasured	DTO_stats_term[]	Why the rest were not measured. The keys are CREATED_BY_USER, BEFORE_ROLLOUT and NO_SLA_RULE; together with coverage_measured they add up to the window's ticket total.
coverage_total	Int32	Coverage total

DTO_stats_sla_policy

Name	Type	Description
id	Int32	0 for the synthetic "no policy" row.
name	String	Name
first_reply_minutes	Int32 (nullable)	Target in minutes, or null when this policy does not promise a first reply.
resolution_minutes	Int32 (nullable)	Resolution minutes
schedule_name	String	Business schedule name, or null when the policy counts calendar hours.
is_deleted	Boolean	True when the policy no longer exists but tickets still point at it.
tickets	Int32	Tickets in the window stamped with this policy.
first_reply_measured	Int32	First reply measured
first_reply_pct	Double (nullable)	First reply pct
resolution_measured	Int32	Resolution measured
resolution_pct	Double (nullable)	Resolution pct
late	Int32	Late verdicts on either clock.

DTO_stats_term

Name	Type	Description
id	Int32	Entity id when the term refers to one (group, status, mailbox); 0 otherwise.
key	String	Stable key for terms that are enums rather than entities ("EMAIL", "CHAT_BOT").
label	String	Label
count	Int32	How many tickets fell into this term.
previous_count	Int32 (nullable)	The term's own count in the comparison window. Null when not comparing.
value	Double (nullable)	A secondary metric where the card shows one (average seconds, a percentage).

DTO_stats_period

Name	Type	Description
from	DateTime	First day of the window, workspace-local.
to	DateTime	Last day of the window, workspace-local.
previous_from	DateTime (nullable)	First day of the comparison window. Null when not comparing.
previous_to	DateTime (nullable)	Last day of the comparison window. Null when not comparing.
time_zone	String	IANA id of the zone every bucket and boundary was cut in.
granularity	String	"hour", "day" or "month" - the width of one point in every series below.
timeframe	ENUM dashboard_kpi_timeframe	Which preset produced this window (CUSTOM when from/to were supplied).
compare	Boolean	True when the previous-period figures are populated.

DTO_stats_sla_right_now

Name	Type	Description
breached	Int32	Deadline already passed.
due_within_1h	Int32	Due inside the shared 60-minute at-risk window.
due_within_24h	Int32	Due after the at-risk window but inside 24 hours.
due_later	Int32	Due more than 24 hours from now.
paused	Int32	Resolution clock parked in a pause status (typically waiting on the customer).
open_total	Int32	Open tickets across all non-closed statuses, for the card's context line.

DTO_stats_metric

Name	Type	ReadOnly	Description
current	Double (nullable)		Current
previous	Double (nullable)		The same figure over the previous window. Null when not comparing, or when there is no history.

DTO_stats_series

Name	Type	Description
key	String	Stable key the frontend maps to a colour and a translated label.
label	String	Server-side fallback label, used when the key is dynamic (a group or status name).
points	DTO_stats_point[]	Points

DTO_stats_point

Name	Type	Description
label	String	Short human label for the axis ("Jul 20", "10:00", "Jul 2026").
date	DateTime	Start of the bucket, workspace-local.
value	Double (nullable)	Null means "no data in this bucket", which a chart draws as a gap, not a zero.

ENUM dashboard_kpi_timeframe

Value	Name	Description
0	UNKNOWN	UNKNOWN
1	TODAY	TODAY
2	YESTERDAY	YESTERDAY
3	THIS_WEEK	THIS_WEEK
4	LAST_4_WEEKS	LAST_4_WEEKS
5	LAST_12_WEEKS	LAST_12_WEEKS
6	ALL_TIME	ALL_TIME
7	CUSTOM	Stats only: the caller supplies from and to instead. Resolving this without dates is an error, so the shared GetTimeFrame() extension deliberately refuses it.
8	LAST_12_MONTHS	LAST_12_MONTHS

ENUM stats_sla_state

Value	Name	Description
0	UNKNOWN	UNKNOWN
1	NOT_AVAILABLE	The workspace's plan (or the global kill switch) does not include SLA.
2	NOT_CONFIGURED	SLA is available but no policy has been created, so nothing is measured yet.
3	HAS_DATA	Policies exist - render the real thing.

Generated Aug 4, 2026 18:37