Service Level Agreement (SLA) Dashboard Examples

This support team has a Service Level Agreement which relates to response time, in particular they will respond to customer queries within 15 minutes. This dashboard instantly shows if the team is violating that agreement, as well as showing their performance over the past month.

It’s worth noting that although metrics like First Response Time are useful for tracking overall team performance, because FRT is an average, it will not reveal binary measures of performance like SLA violations. That’s why, in this case, the team has chosen to track both metrics using a dashboard.

This dashboard allows the Customer Support Manager and Team Leaders to get an overview of SLA performance with a focus on breaches. The team’s goal is to have 80% of SLA targets achieved in a day, this has been broken down by agent and on average over the course of the week to help them spot any issues. Tickets nearing SLA breach has been included as a table so that Team Leaders can check on the status on individual tickets and work to avoid them breaching. There’s also a table of recently breached tickets to give the Manager and Team Leaders an overview of tickets that have breached and an opportunity to dig into why.