Conversations · 2 min read
Track SLA Performance in Conversations
The SLA Performance dashboard shows how well your team meets its Conversation SLA targets. Use it to see:
- How consistently you reply on time
- Which team members may need help or more coverage
- Which channels miss the most deadlines
- Whether response times are getting better or worse
Only admins can see the dashboard. Data is available from May 23, 2026.
Metrics
| Metric | What it means | | --- | --- | | SLA Met % | Share of finished SLAs where you replied before the deadline. | | SLA Breached % | Share of finished SLAs where the deadline was missed. | | Average Response Time | Average time to reply. | | SLA Met Messages | Messages answered on time. | | SLA Breached Messages | Messages that passed the deadline before a reply. | | SLA Tracked Messages | All messages with a finished SLA result (met plus breached). |
For example, if 60 of 100 finished SLAs were answered on time, SLA Met is 60%.
Users and channels
- Users: results are credited to whoever was assigned when the SLA finished.
- Channels: compare results across channels.
What's counted
- Only finished SLAs (met or breached) are counted.
- Timers still running are left out until they finish.
- Conversations marked read without a reply are left out.
Use the dashboard
- Make sure Conversation SLAs are turned on and set up.
- Go to Conversations > Analytics > SLA Performance.
- Pick a date range.
- Start with SLA Met %, SLA Breached %, and Average Response Time.
- Use the trend views to compare over time.
- Compare the user and channel tables to find strong and weak spots.
Custom reports
You can add SLA data to a custom report:
- Go to Reporting > Custom Reports and create or open a report.
- Add a widget and pick an SLA option from Conversations: SLA Met Trend, SLA Breached Trend, Average Response Time Trend, or SLA Performance.
- Set the metric, grouping, and filters.
- Save, and schedule delivery if you like.
SLAs must be turned on before SLA data shows up.