Knowledge Base

Table of Contents

SLA Dashboard

You can now view how well you are meeting your SLA policies with the SLA reporting dashboard. This dashboard gives you relevant information for each SLA metric you measure. The reports enable you to pinpoint areas where you might need to increase efficiency or staffing based on weekly and hourly information.

The SLA dashboard is available through Analytics  – ReportsSLA. If no SLA policies have been configured in your instance this dashboard will contain no information.

Date selection and filter settings

Use the date selection, view, and filters to focus on the data that’s most relevant to you.

Date range and channel selection

  • Timezone: Select the desired timezone on which to base the date and time of the generated chart.
  • Date Range: Select the date from and until which you would like to show the data
  • Interval: A specific interval can be specified. From hourly, all the way up to monthly. This will group together the SLA data to the specified interval. 
 

Filters

  • SLA Policies: Specify which SLA you want to use to further filter the resulting charts.
  • Channels: Select the channels for which you would like the tool to show data.

Charts on this dashboard

  • SLA: Overall SLA performance (First Response Time SLA and Conversation Response SLA), based on SLA events. The graph displays all the SLA events which occurred during the selected time period and for which the conversation has been resolved.
  • First Response Time SLA: Based on First Response Time SLA events only. The graph displays all SLA events which occurred during the selected time period and for which the conversation has been resolved.
  • Conversation Response Time SLA: Based on Conversation Response Time SLA events only. The graph displays all SLA events which occurred during the selected time period and for which the conversation has been resolved.
  • Average First Response Time: The average of all first response times. Only for those channels which have an SLA Policy enabled. All SLA events which occurred during the selected time period and for which the conversation has been resolved are included.
  • Average Conversation Response Time: The average of all conversation response times. Only for those channels which have an SLA Policy enabled. All SLA events which occurred during the selected time period and for which the conversation has been resolved are included.

Was this article helpful?

You already voted!

We're always happy to help you ❤️!

Did you know you could help us too?

We love feedback from our users. It’s incredibly important for our business. That’s why a positive recommendation from your company could really make a difference!