Queue SLA breach: worked SDK samples

The per-queue SLA pipeline (objective → forecast → breach → escalation) is mapped on the parent page; this page is the runnable half — every call below ships the full request body, dereferences data the same way the cURL response frames it, and unwraps the success envelope (data + meta.request_id + meta.timestamp) the way every Orbit endpoint returns it. No typed helper covers the sla-breach routes yet in any SDK, so each sample uses the generic request escape hatch with the queue id in the path.

PUT the breach policy

cURL first, then Node and Python:

curl -X PUT "https://api.orbit.devotel.io/api/v1/voice/queues/queue_supp/sla-breach/policy" \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{
    "enabled": true,
    "targetPercentage": 80,
    "thresholdSeconds": 30,
    "evaluationWindowMinutes": 15,
    "breachAction": "page_supervisor",
    "breachCooldownSeconds": 300
  }'

Node SDK

import { Orbit } from "@devotel/sdk-node";

const client = new Orbit({ apiKey: process.env.ORBIT_API_KEY! });
const policy = await client.request("PUT", "/voice/queues/queue_supp/sla-breach/policy", {
  enabled: true,
  targetPercentage: 80,
  thresholdSeconds: 30,
  evaluationWindowMinutes: 15,
  breachAction: "page_supervisor",
  breachCooldownSeconds: 300,
});
console.log("policy in force:", policy.data.targetPercentage, "% in", policy.data.thresholdSeconds, "s");

Python SDK

import os
from orbit_sdk import OrbitClient

client = OrbitClient.from_env()  # reads ORBIT_API_KEY

policy = client.request(
    "PUT",
    "/voice/queues/queue_supp/sla-breach/policy",
    json_body={
        "enabled": True,
        "targetPercentage": 80,
        "thresholdSeconds": 30,
        "evaluationWindowMinutes": 15,
        "breachAction": "page_supervisor",
        "breachCooldownSeconds": 300,
    },
)
print("policy in force:", policy["data"]["targetPercentage"])

Read it back with GET .../sla-breach/policy; remove it entirely with DELETE there — a queue with no policy logs nothing, gates nothing, and alerts nothing.

POST a breach scan

Feed a measured window (from the queue stats endpoints or your own aggregation) to the scan and it returns the verdict — breached, observed_service_level, alert_fired (the surfaces that fired, e.g. ["bell","webhook"]), plus policy_configured, event_logged, and cooldown_active:

curl -X POST "https://api.orbit.devotel.io/api/v1/voice/queues/queue_supp/sla-breach/scan" \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{ "offeredCalls": 120, "answeredWithinSla": 87, "windowStart": "2026-08-25T14:00:00Z" }'

Node SDK

const verdict = await client.request("POST", "/voice/queues/queue_supp/sla-breach/scan", {
  offeredCalls: 120,
  answeredWithinSla: 87,
  windowStart: "2026-08-25T14:00:00Z",
});
if (verdict.data.breached) {
  console.log("observed:", verdict.data.observed_service_level, "alert surfaces:", verdict.data.alert_fired);
}

GET the breach event log

Newest-first audit of every breach the pipeline recorded (the queue’s ring buffer holds at most 200 entries; the endpoint returns the newest 50 by default, ?limit= up to 100):

curl "https://api.orbit.devotel.io/api/v1/voice/queues/queue_supp/sla-breach/events?limit=50" \
  -H "X-API-Key: dv_live_sk_your_key_here"

Go SDK

package main

import (
    "context"
    "fmt"
    "net/url"
    "os"

    orbit "github.com/devotel/orbit-go/orbit"
)

func main() {
    client := orbit.NewClientFromAPIKey(os.Getenv("ORBIT_API_KEY"))
    var out struct {
        Data struct {
            Events []struct {
                OccurredAt           string   `json:"occurred_at"`
                ObservedServiceLevel float64  `json:"observed_service_level"`
                SurfacesFired        []string `json:"surfaces_fired"`
            } `json:"events"`
        } `json:"data"`
    }
    if err := client.Request(context.Background(), "GET",
        "/voice/queues/queue_supp/sla-breach/events",
        url.Values{"limit": []string{"50"}}, nil, &out, ""); err != nil {
        panic(err)
    }
    for _, e := range out.Data.Events {
        fmt.Println(e.OccurredAt, e.ObservedServiceLevel, e.SurfacesFired)
    }
}

Request bodies per breachAction

breachAction takes one of five values; every body below is a complete PUT payload for /sla-breach/policy — only the action differs:

open_ticket — org-admin inbox item

{
  "enabled": true, "targetPercentage": 80, "thresholdSeconds": 30,
  "evaluationWindowMinutes": 15, "breachAction": "open_ticket",
  "breachCooldownSeconds": 300
}

page_supervisor — outbound tenant webhook your paging tool subscribes to

{
  "enabled": true, "targetPercentage": 80, "thresholdSeconds": 30,
  "evaluationWindowMinutes": 15, "breachAction": "page_supervisor",
  "breachCooldownSeconds": 300
}

reroute_to_overflow_queue — both the inbox item and the webhook

{
  "enabled": true, "targetPercentage": 95, "thresholdSeconds": 20,
  "evaluationWindowMinutes": 15, "breachAction": "reroute_to_overflow_queue",
  "breachCooldownSeconds": 300
}

enqueue_callback — webhook for downstream callback automation

{
  "enabled": true, "targetPercentage": 80, "thresholdSeconds": 30,
  "evaluationWindowMinutes": 15, "breachAction": "enqueue_callback",
  "breachCooldownSeconds": 300
}

none — log the breach, alert nothing

{
  "enabled": true, "targetPercentage": 80, "thresholdSeconds": 30,
  "evaluationWindowMinutes": 15, "breachAction": "none",
  "breachCooldownSeconds": 300
}

Set ORBIT_API_KEY to a sandbox key (dv_test_sk_...) first — the policy write and scan behave identically against sandbox and live keys, and no SDK call here sends a call.

Getting Started

Channels

Channels (Voice)

AI Agents

Flows

Numbers & Verify

Concepts

Features

Billing

Webhooks

Security & SSO

Compliance

Legal

Brand & press

Changelog

Queue SLA breach: worked SDK samples

Queue SLA breach: worked SDK samples

PUT the breach policy

POST a breach scan

GET the breach event log

Request bodies per breachAction

​Queue SLA breach: worked SDK samples

​PUT the breach policy

​POST a breach scan

​GET the breach event log

​Request bodies per breachAction

Queue SLA breach: worked SDK samples

PUT the breach policy

POST a breach scan

GET the breach event log

Request bodies per breachAction