SLA Widgets in Dashboards - Response Time Accountability

What' New?

• Four new SLA widgets are now available at the bottom of the Conversations section in the Dashboards widget panel

• Track SLA met trend, SLA breached trend, average response time trend, and SLA performance across users and channels — all in one place

• Each widget supports filtering by Assigned user and Message channel (Call, SMS, Email, Web chat, Facebook, GMB, Instagram) for precise segmentation

• Works alongside the existing Conversations widgets you already have on your dashboard — no separate setup needed

• SLA met and SLA breached are already available as dimensions in Custom Metrics — build KPIs like SLA Compliance Rate using the formula builder today
  
  

How It Works: 

1. Open any dashboard and click Edit Dashboard

2. Click + Add Widget and scroll to the Conversations section

3. The four SLA widgets are listed at the bottom — pick one, configure filters and chart type, and click Save Changes

Why It Matters:

1. Close the loop on conversation tracking — You already track volume and assignments in Dashboards. SLA widgets add the missing layer: were those conversations actually handled on time?

2. Spot breach patterns before clients do — SLA breached trend shows exactly which time periods had the most SLA misses, so you can investigate and fix before it becomes a client conversation

3. Track team speed over time — Average response time trend tells you whether your team is improving, plateauing, or slipping — not just what the number is today

4. See performance by person and channel — SLA performance breaks down met and breached rates across users and message channels, giving managers a fair, data-backed view of individual performance

What's Next?
 NA

Notes:

1. Conversations SLA widgets are limited to a 1-year date range

2. All widgets support filtering by Assigned user and Message channel

3. Available on all plans that include Dashboards & Reporting