Monitor SLA Performance

Once you've set response-time targets for your conversations, you'll want to know how your team is actually doing against them. A dedicated performance view pulls that together in one place.

What you can see

• SLA Met % — the share of conversations your team responded to within the target window.
• Breached % — the share that missed the target.
• Average Response Time — how long it's actually taking your team to reply, on average.
• A breakdown of performance by individual team member and by channel, so you can see whether delays are concentrated in one channel or with one person.

How to access it

This view assumes SLA targets are already configured — if you haven't set those up yet, start with the SLA setup article first, since the timers need to exist before there's anything to measure.

Why this matters

Setting a target is only half the picture; this is where you check whether it's actually being hit. Reviewing this regularly helps you spot slow channels or team members early, hold your team accountable to response-time goals, and identify where a process change or extra staffing might be needed.