The SLA Performance Dashboard brings together key metrics related to response times and SLA adherence. Instead of relying on scattered data points, you can view performance across messages, users, and communication channels in one place. This makes it easier to assess how often SLAs are being met, where breaches occur, and how response behavior evolves over time.

Key Insights Available #

The dashboard provides several layers of insight to support performance analysis:

• SLA adherence tracking: View how many messages meet or breach defined SLAs.
• Response time analysis: Monitor average response times across selected periods.
• Trend monitoring: Identify patterns and changes in performance over time.
• User-level performance: Evaluate how individual team members are handling conversations.
• Channel-level breakdown: Compare performance across different communication channels.

These insights help teams move from guesswork to data-driven decision-making when improving response workflows.

How to Use the Dashboard #

Accessing and navigating the dashboard is straightforward:

• Go to Conversations → Analytics → SLA Performance.
• Select your desired time range using the available date filters.

Note: Data for the dashboard is available starting March 23, 2026.

• Review the overview section for a summary of SLA performance, including a percentage breakdown of the SLAs that were breached and met, and the average response time.
• Use the trend chart dropdown to view different metrics in the date range you selected.
• Analyze user and channel reports, applying sorting and filters to drill into specific insights.

This structured approach allows you to quickly move from a broad overview to more detailed performance analysis.

Important Notes #

• Only messages with completed SLA evaluations (met or breached) are included in reports.
• Conversations marked as read without a reply are excluded.
• SLA performance is attributed to the assigned user at the time of evaluation.
• Access to SLA Performance reports is limited to Admins.

Frequently Asked Questions #

What does the SLA Performance Dashboard show? #

It consolidates SLA adherence, average response times, performance trends, and user- and channel-level breakdowns into a single view so you can see how often SLAs are met or breached.

How do I access the SLA Performance Dashboard? #

Go to Conversations → Analytics → SLA Performance, then select your desired time range using the date filters.

When does SLA Performance data start? #

Data for the dashboard is available starting March 23, 2026.

Which messages are included in SLA reports? #

Only messages with completed SLA evaluations (met or breached) are included. Conversations marked as read without a reply are excluded.

Who is the SLA performance attributed to? #

SLA performance is attributed to the user assigned to the conversation at the time of evaluation.

Who can access the SLA Performance reports? #

Access to SLA Performance reports is limited to Admins.