What the SLA Performance Dashboard Shows
The SLA Performance Dashboard is located in Conversations → Analytics → SLA Performance.
The dashboard shows:
SLA Met %
SLA Breached %
Average Response Time
SLA performance trends over time
SLA performance by user
SLA performance by channel
SLA Metrics Explained
Metric | Meaning |
SLA Met % | The percentage of messages replied to within the configured SLA time. Messages with active, incomplete SLA status are excluded. |
SLA Breached % | The percentage of messages not replied to before the SLA time expired. |
Average Response Time | The average time taken to reply to messages with completed SLA evaluation. |
SLA Met Messages | The number of messages replied to within the SLA time. |
SLA Breached Messages | The number of messages not replied to before the SLA expired. |
SLA Tracked Messages | The total number of messages where SLA was applied and the outcome was determined as met or breached. |
Review SLA Overview and Trends
Use the top section of the dashboard to review overall SLA performance for a selected date range.
Start with:
SLA Met % to confirm how often the team responds on time.
SLA Breached % to identify missed response targets.
Average Response Time to understand typical reply speed.
SLA Performance Trend to see how performance changes over time.
Review SLA Performance by User
The SLA performance by user table shows SLA results for each user.
Use this table to:
Recognize users who consistently meet SLA goals.
Identify users who may need coaching or workload support.
Compare user-level average response times.
Review unassigned conversation performance.
SLA performance is attributed to the contact owner at the time of SLA evaluation.
Review SLA Performance by Channel
The SLA performance by channel table shows SLA results by communication channel.
Use this table to compare response performance across channels such as:
Call
Email
Live Chat
WhatsApp
This helps identify channels that need faster follow-up or better team coverage.
SLA Reporting Rules and Access
Only Admins can access SLA Performance reports. The dashboard includes only messages with a completed SLA evaluation. A completed SLA evaluation means the SLA was either met or breached. Conversations marked as read without a reply are excluded. SLA performance is assigned to the user assigned at the time of SLA evaluation. SLA Performance Dashboard data is available starting May 23, 2026.
How to Use the SLA Performance Dashboard
Confirm Conversation SLAs are already configured.
Go to Conversations.
Click Analytics.
Open SLA Performance.
Select the reporting date range.
Review SLA Met %, SLA Breached %, and Average Response Time.
Review performance by user.
Review performance by channel.
Use the results to adjust staffing, workflows, or response processes.
Common Issues and Fixes
SLA data is missing
Confirm that Conversation SLAs are configured and that messages have completed SLA evaluation.
A read conversation is not counted
Conversations marked as read without a reply are excluded from SLA reporting.
A message is not included in the totals
Messages with active SLA status are not included until the SLA is either met or breached.
A user’s numbers look incorrect
SLA performance is attributed to the user assigned at the time of SLA evaluation.
FAQ
What does the SLA Performance Dashboard measure?
The SLA Performance Dashboard measures how well your team meets Conversation SLA response-time goals across overview metrics, users, and channels.
Who can access the SLA Performance Dashboard?
Only Admins can access SLA Performance reports.
Are all messages included in the dashboard?
No. Only messages with completed SLA evaluation are included.
Are conversations marked as read counted in SLA reporting?
No. Conversations marked as read without a reply are excluded.
How is SLA performance assigned when multiple users work on a conversation?
SLA performance is attributed to the user assigned at the time of SLA evaluation.
What does SLA Tracked Messages mean?
SLA Tracked Messages is the total number of messages where SLA was applied and the outcome was determined as either met or breached.