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Understanding the SLA Performance Dashboard

The SLA Performance Dashboard provides administrators with a centralized view of how effectively your team is meeting response-time goals set for conversations. This tool helps you monitor adherence to Service Level Agreements (SLAs), track response speeds, and evaluate performance across both users and communication channels. By consolidating this data, you can quickly identify delays, enhance accountability, and promote faster, more consistent customer service.

Key Benefits of Using the Dashboard

Using the SLA Performance Dashboard offers several advantages for managing team performance and customer responsiveness:

Centralized visibility: Review all SLA-related metrics in one location instead of manually checking individual conversations.
Quick issue detection: Spot declining response times by monitoring SLA outcomes and average response metrics.
User accountability: Assess how each team member performs against established SLA expectations.
Channel insights: Compare performance across different communication channels to identify where delays occur most frequently.
Informed decision-making: Use data insights to refine workflows, improve response coverage, and boost overall team efficiency.

Explanation of SLA Metrics

To accurately interpret dashboard results, it’s important to understand how each metric is calculated:

SLA Met %: The percentage of messages responded to within the configured SLA time. Messages where the SLA is still active are excluded from this calculation.
SLA Breached %: The percentage of messages not responded to within the SLA time. Only messages with a determined outcome (met or breached) are included.
Average Response Time: The average time taken to respond to messages where a reply was sent. This includes only messages with completed SLA evaluation.
SLA Met Messages: The total count of messages responded to within the SLA time.
SLA Breached Messages: The total count of messages not responded to before the SLA expired.
SLA Tracked Messages: The total number of messages where SLA has been applied and the outcome is determined (met or breached). Active SLAs are not included.

Reviewing User and Channel Performance

The dashboard allows you to break down performance by individual users and communication channels. This helps pinpoint where delays occur and where support or process adjustments may be necessary. You can use this data to:

Recognize team members who consistently meet SLA expectations.
Identify users who may need additional coaching or workload support.
Compare response performance across various channels.
Detect patterns that might require workflow or staffing changes.

Reporting Rules and Access

To ensure accurate interpretation of the dashboard, keep these rules in mind:

Only messages with a completed SLA evaluation (met or breached) are included in reports. Conversations marked as read without a reply are excluded.
SLA performance is attributed to the user assigned at the time of evaluation.
Only users with Admin permissions can access SLA Performance reports.

How to Use the SLA Performance Dashboard

Follow these steps to effectively use the dashboard:

Ensure that Conversation SLAs are configured in your CRM sub-account. You must have response-time goals set up for incoming conversations.
Access the dashboard by navigating to Conversations → Analytics → SLA Performance.
Select an appropriate time range for your review to evaluate current performance and overall SLA adherence.
Begin by examining overview metrics such as SLA Met %, SLA Breached %, and Average Response Time to gauge overall responsiveness.
Drill down into user-level and channel-level performance views to identify specific areas where delays occur or where operational improvements may be needed.

Creating Custom SLA Dashboards and Reports

Beyond the built-in SLA Performance Dashboard, you can also create customized reporting views using SLA widgets available in Dashboards and Custom Reports. These widgets allow you to tailor how Conversation SLA data is displayed and analyzed to meet your specific reporting needs.