Board path
Care > Service level agreement > Service level agreement
Why use this board
Use this board to monitor SLA compliance across channels; report first response and resolution performance to leadership.
Board controls
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SLA policy: Select a value from the toolbar.
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Adaptive filters: Open Filter in the toolbar to narrow posts by Channel, Platform, Sentiment, Language, Priority, Agents, Agent Groups, Agent Teams, or Message Type. Active filters appear as chips below the toolbar; remove a chip to clear that filter.
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Case field values: Select case fields.
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Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
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Aggregated by: Day, Week, Month, Quarter, Year.
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SLA Milestone: Time to assign, First response time, Next response time, Resolution time.
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Completion Time Action Count: undefined. Default: undefined.
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Breached Time Action Count: undefined. Default: undefined.
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Achieved Time Action Count: undefined. Default: undefined.
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Export: Export the table to XLSX, including the selected date range when available.
Metrics on this board
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Cases breached — Cases with SLA breached
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Avg SLA achieved time — Avg SLA achieved time
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# Achieved — SLA milestone metrics overview
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# Breached — SLA milestone metrics overview
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Active breaches — SLA milestone metrics overview
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Breach events — SLA milestone metrics overview
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Achievement rate — SLA milestone metrics overview
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Breach rate — SLA milestone metrics overview
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Completion time — SLA milestone metrics overview
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Breached time — SLA milestone metrics overview
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Achieved time — SLA milestone metrics overview
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Avg SLA breached time — Avg SLA breached time
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Active cases with SLA breach — Active with SLA breach
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Breach rate — SLA breach rate
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Cases with SLA achieved — Cases with SLA achieved
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Active with SLA — Active with SLA
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Completion time — Completion time distribution
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Achieved time — Achieved time distribution
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Total cases with SLA — Total cases with SLA
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Breach rate — SLA breach rate over time
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Case breached — SLA breach rate over time
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Cases breached — Breach rate by hour of the day
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Completion time — Avg SLA completion time
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Breached time— Breached time distribution
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Completion time — SLA times trend over time
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Breached time — SLA times trend over time
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Achieved time — SLA times trend over time
Widgets
Cases with SLA breached
What it measures: This metric counts the number of cases where at least one SLA milestone has been breached, regardless of the status of the other milestones. Note: This includes cases that have not yet completed all their milestones, unlike "Cases with Achieved SLA", which require all milestones to be completed on time. Shown as bars over time — use it to compare day-by-day or period-by-period volume and spot spikes.
Metrics: Cases breached
Visualization: Bar trend
Avg SLA achieved time
What it measures: The average time taken to close a milestone within the target timeframe, before a breach occurs. This metric is calculated based on cases where the milestone was closed during the selected date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Achieved time
Visualization: Value with change
SLA milestone metrics overview
What it measures: The widget provides a detailed breakdown of SLA-related metrics for each milestone. It also includes milestones that are not configured in the analyzed SLA policy; however, these milestones will not display any results in their respective rows. Note: SLA milestone-based widgets report on milestones that were open or closed during the selected date range. This contrasts with SLA policy-level widgets, which attribute data based on the case creation date. Metric definitions for each column in the table are available on hover. Shown in a sortable table — use it for exact values per row and to compare individual items (for example agents, profiles, or authors).
Metrics: SLA Milestone, # Achieved, # Breached, Active breaches, Breach events, Achievement rate, Breach rate, Completion time, Breached time, Achieved time
Visualization: Table
Avg SLA breached time
What it measures: The average time cases remained in breach before the milestone was closed. The metric is calculated based on cases where the milestone was closed during the selected date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Breached time
Visualization: Value with change
Active with SLA breach
What it measures: The number of cases with at least one open SLA milestone that has already breached its target time. This metric counts cases where the SLA clock was still running at the end of the selected date range, providing insight into how many cases missed the target and still required attention. This widget is especially useful when the date range ends at the present moment, as it reflects the current number of cases that need to be addressed in a timely manner. Note: Case creation time does not impact this metric, as attribution is based on a snapshot in time. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Active cases with SLA breach
Visualization: Value with change
SLA breach rate
What it measures: This metric represents the percentage of cases where at least one SLA milestone was breached before closure, relative to all cases where an SLA policy was applied—whether breached or not. Calculation: (Cases with at least one breached SLA milestone before closure) / (Cases with SLA) × 100. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Breach rate
Visualization: Value with change
Cases with SLA achieved
What it measures: This metric counts the number of cases where all SLA milestones have been completed on time, meaning no breaches occurred for any of the milestones within the case. This widget provides insight into how well the team is adhering to SLAs and helps identify cases that were successfully managed within the required time parameters. Shown as bars over time — use it to compare day-by-day or period-by-period volume and spot spikes.
Metrics: Cases with SLA achieved
Visualization: Bar trend
Active with SLA
What it measures: The number of cases with at least one open SLA milestone, whether breached or not. This metric counts cases where the SLA clock was still running at the end of the selected date range, providing insight into how many cases required agent attention at that time. This widget is especially useful when the date range ends at the present moment, as it reflects the current number of cases that need to be addressed in a timely manner. Note: Case creation time does not impact this metric, as attribution is based on a snapshot in time. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Cases with active SLA
Visualization: Value with change
Cases with SLA achieved
What it measures: The number of cases created within the selected date range where an SLA policy was applied, and all SLA milestones were closed without a single breach. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Cases with SLA achieved
Visualization: Value with change
Completion time distribution
What it measures: The chart displays the distribution of milestone completion times across predefined time brackets, with each bracket representing a specific duration range (e.g., 1–4 hours, 4–12 hours, etc.). The results are shown as percentages of the total milestones closed, allowing for an easy assessment of where most milestones fall. This visualization helps identify patterns in completion time, making it easier to spot trends and potential inefficiencies. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: Completion time
Visualization: Horizontal bar chart
Achieved time distribution
What it measures: The chart visualizes the distribution of milestone achieved times across predefined time brackets, with each bracket representing a specific duration range (e.g., 1–4 hours, 4–12 hours, etc.). The results are shown as percentages of the total milestones achieved, allowing for an easy assessment of where most achieved milestones fall. This visualization helps identify patterns in successful milestone completion, making it easier to spot trends and potential inefficiencies. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: Achieved time
Visualization: Horizontal bar chart
Total cases with SLA
What it measures: The total number of cases created within the selected date range where an SLA policy was applied. This metric tracks cases that required special, time-sensitive handling under the SLA. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Cases with SLA
Visualization: Value with change
SLA breach rate over time
What it measures: Visualizes the SLA breach rate and the number of cases created, with both metrics attributed to the created time. The goal is to help identify correlations and underlying causes for SLA breaches. When the breach rate increases on a particular day, this chart can help determine if the rise is linked to an unusually high number of cases created (suggesting workload pressure) or if case volume remains average, indicating other factors like insufficient agent availability or more complex cases. By combining these metrics, the widget enables a clearer analysis of trends and potential root causes of SLA breaches. Calculation: (Cases with at least one breached SLA milestone before closure) / (Cases with SLA) × 100. Shown as a trend over time — use it to spot spikes, drops, and seasonality across the selected period.
Metrics: Breach rate, Case count
Visualization: Line chart
Breach rate by hour of the day
What it measures: Widget displays the breach rate for cases created during specific weekday/hour time blocks as a heatmap. It shows the percentage of SLA breaches for cases created in those time periods within the selected date range. The heatmap helps identify patterns in breaches based on when cases are initiated, allowing teams to spot peak periods where breaches are more frequent. Interpretation: Darker areas on the heatmap represent higher breach rates for cases created during that specific time block, indicating periods when cases are more likely to breach SLA. Lighter areas indicate periods with lower breach rates, suggesting more efficient handling of cases during those times. By visualizing breaches based on case creation time, the heatmap provides insights into when case management processes might need adjustment to reduce breach rates during specific times of the day or week.
Metrics: Case count
Visualization: Heatmap
Avg SLA completion time
What it measures: The average duration required to close SLA milestones, regardless of whether they were breached or met within the target timeframe. The metric is calculated based on cases where the milestone was closed during the selected date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Completion time
Visualization: Value with change
Breached time distribution
What it measures: The chart displays the distribution of milestone breached times across predefined time brackets, with each bracket representing a specific duration range (e.g., 1–4 hours, 4–12 hours, etc.). The results are shown as percentages of the total milestones closed with breach, allowing for an easy assessment of where most breached milestones fall. This visualization helps identify patterns in breach time, making it easier to spot trends and potential inefficiencies. Shown as a ranked horizontal bar chart — longer bars mean higher values; use it to compare many categories at once.
Metrics: Breached time
Visualization: Horizontal bar chart
SLA times trend over time
What it measures: This widget combines three key metrics (Completion time, Breached time and Achieved time) into a single chart and visualizes them as a trend over time. Note: Each metric has its own definition, which is described in the individual widgets above.
Metrics: Completion time, Breached time, Achieved Time
Visualization: Line chart