11.6. Understanding the SLA Dashboard

Navigate to Settings > SLA > Dashboard tab. The SLA Dashboard provides an overview of SLA compliance, breaches, and at-risk tickets.

Date Range

Use the date range selector at the top to filter the dashboard data. Available options are Last 7 days, Last 14 days, Last 30 days, and Last 90 days. Click Refresh to reload the data.

Metrics Cards

The top row displays key SLA metrics:

• Overall Compliance: The percentage of tickets that met both response and resolution SLA targets.
• Response SLA: The percentage of tickets that met the response time target.
• At Risk: The number of tickets currently approaching their SLA deadline.
• Paused: The number of tickets with SLA timers currently paused.

Charts

• Compliance Trend: A line chart showing daily SLA compliance rates over the selected date range.
• Compliance Gauge: A visual gauge showing overall, response, and resolution compliance percentages.
• Breach by Priority: A chart showing how SLA breaches are distributed across priority levels.

Tables

• Tickets at Risk: A list of tickets that are approaching their SLA deadlines, sorted by urgency. Click a ticket to view its details.
• Recent Breaches: A list of tickets that have breached their SLA targets, showing the ticket number, client, priority, and breach details.