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What's 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 ā 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 ā no separate setup needed
- SLA met and SLA breached are already available as dimensions in Custom Metrics ā build KPIs like SLA Compliance Rate using the formula builder today
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How It Works:
- Open any dashboard and click Edit Dashboard
- Click + Add Widgetand scroll to theConversationssection
- The four SLA widgets are listed at the bottom ā pick one, configure filters and chart type, and click Save Changes
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Why It Matters:
- Close the loop on conversation trackingā You already track volume and assignments in Dashboards. SLA widgets add the missing layer: were those conversations actually handled on time?
- Spot breach patterns before clients doā 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
- Track team speed over timeā Average response time trend tells you whether your team is improving, plateauing, or slipping ā not just what the number is today
- See performance by person and channelā SLA performance breaks down met and breached rates across users and message channels, giving managers a fair, data-backed view of individual performance
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What's Next?
NA
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Notes:
- Conversations SLA widgets are limited to a 1-year date range
- All widgets support filtering by Assigned user and Message channel
- Available on all plans that include Dashboards & Reporting