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Analytics & Reports
SLA Dashboard
Monitor SLA compliance rates, breaches, and at-risk conversations in real time.
SLA Dashboard
Go to SLA Dashboard in the sidebar for a real-time overview of how well your team is meeting service level agreements.
KPI cards
| Card | Shows |
|---|---|
| Compliance rate | % of conversations resolved within SLA target |
| Breached now | Conversations past their SLA due time |
| At risk | Conversations approaching their SLA deadline |
| Avg resolution time | Mean time across all resolved conversations |
SLA by Priority
Progress bars show compliance per priority level (Urgent / High / Medium / Low). Red indicates below-target compliance.
SLA by Agent
Per-agent compliance pills show which agents are consistently meeting SLA and which need support.
Auto-refresh
The dashboard refreshes every 60 seconds automatically. Use the days selector to change the reporting window (1d / 7d / 30d).
Breach alerts
Agents receive an email 30 minutes before a ticket breaches its SLA (requires notifyEmail enabled on the agent's profile).