SLA Widgets

Track whether your response-time targets are actually being met.

What they track

SLA compliance percentage, breach trends over time, average response time, individual team member performance.

How to use them

1. Confirm SLAs are enabled in conversation settings.
2. Add an SLA widget.
3. Segment by channel (call, SMS, email, web chat, social) and team member.
4. Choose date range (up to a year) and daily/weekly/monthly breakdown.

Combine into a custom metric formula for overall compliance rate across channels.