Using SLA Widgets for CRM Dashboards and Reports

Understanding SLA Widgets

SLA Widgets are pre-configured analytics components that display your service-level agreement (SLA) performance data directly within your CRM sub-account dashboard or custom reports. They are located in the Conversations widget category, allowing you to monitor SLA health alongside other communication metrics like conversation volume and channel activity. With dedicated widgets for tracking SLA compliance, breaches, response times, and user performance, you can quickly create a comprehensive view of your team's responsiveness and share it with clients on a recurring basis.

Key Advantages of SLA Widgets

• Monitor Compliance at a Glance: Instantly view the percentage of conversations that met or breached SLA targets, presented as clear numeric key performance indicators (KPIs) or trend lines.
• Identify Problem Areas: The SLA breach trend widget highlights specific time periods where performance dropped, enabling proactive management before issues escalate.
• Track Efficiency Over Time: Observe whether your team's average first response time is improving or declining across daily, weekly, or monthly intervals.
• Assess Individual Performance: Compare SLA met and breach rates across team members to gain data-driven insights for coaching and accountability.
• Analyze by Communication Channel: Filter data by channel—such as Call, SMS, Email, Web Chat, Facebook, Google My Business, or Instagram—to pinpoint specific areas of pressure.
• Create Custom KPIs: Use the formula builder in Custom Metrics to combine SLA met and breach counts for calculating precise metrics like overall SLA compliance rate.

Requirements and Access

To use SLA Widgets, users must have the necessary permissions to view or edit dashboards and to create or schedule custom reports. Crucially, the SLA feature itself must be activated for your sub-account before these widgets will display any data. To enable it, navigate to Conversations → Settings → SLA and toggle the feature on. If SLA is not configured, the widgets will correctly show zero data; this is the expected behavior. Please note that SLA Widgets are limited to displaying data from a maximum one-year date range, and they will reflect the date range selected at the top of the dashboard.

Available SLA Widgets

You can choose from four distinct SLA widgets, each offering configurable chart types, filtering conditions, and display themes.

• SLA Met Trend: Shows the percentage of conversations that successfully met SLA targets over a chosen period (day, week, or month). Data can be broken down by the time the conversation started, the assigned user, or the message channel.
• SLA Breached Trend: Displays the percentage of conversations that exceeded SLA thresholds over time, helping to identify problematic intervals and measure the impact of process improvements.
• Average Response Time Trend: Tracks the trend of your team's average first response time over the selected date range, viewable by day, week, or month.
• SLA Performance: Compares SLA met and breached rates across different users and communication channels, providing a clear benchmark for team performance.

Dashboards vs. Custom Reports

The same four SLA widgets are available in both Dashboards and Custom Reports, but each environment serves a different purpose.

• Dashboard: Ideal for real-time, ongoing monitoring. Widgets are placed directly on your sub-account dashboard and update automatically. Combine SLA widgets with other communication widgets for a complete overview.
• Custom Report: Best for scheduled distribution to clients. Add widgets to a report layout and configure automatic email delivery on a daily, weekly, or monthly schedule.

Adding SLA Widgets to a Dashboard

1. From your sub-account, go to Dashboards and open the dashboard you wish to edit, or create a new one.
2. Click the Edit Dashboard button located in the top-right corner of the screen.
3. Click + Add Widget to open the widget selection panel on the right.
4. Scroll down to the Conversations section. The four SLA widgets are listed at the bottom of this section.
5. Click on the desired widget to add it to your dashboard canvas.
6. Configure the widget's settings using the Configure and Conditions tabs (detailed below).
7. Click Save Changes to finalize and display the widget on your dashboard.

Pro Tip: For a quick health check, place the SLA Met Trend and SLA Breached Trend widgets side-by-side. You can complement these with numeric display widgets at the top of the dashboard for an immediate summary.

Adding SLA Widgets to a Custom Report

1. In your sub-account, navigate to Reporting → Custom Reports. Open an existing report or click New Report.
2. Choose to start with a blank layout, use a pre-built template, or import a layout from an existing dashboard.
3. In the report builder, click Add Widget / Element in the top-left corner.
4. Navigate to the Conversations section and drag the SLA widgets you need into your report layout.
5. Configure each widget using the Configure and Conditions tabs.
6. Click Save to keep your changes.
7. Click Send or Schedule to set up automated email delivery for the report.

Configuring SLA Widgets

When editing an SLA widget, you will find two main configuration tabs: Configure and Conditions.

Configure Tab

This tab controls the visual presentation and data grouping of the widget.

• Chart Type: Select how the data is visualized. Options include Numeric (#), Donut, Line, Bar, Horizontal Bar, or Table. Note that not all chart types are available for every widget.
• Title: Customize the title of the widget to fit the context of your dashboard or report.
• Metric: This is the core data point the widget displays, which is pre-selected based on the type of SLA widget you have chosen (e.g., SLA Met %, Average Response Time).