The Case SLA dashboard contains service level agreement (SLA) achievements and breaches, providing Administrators with a straightforward way to measure customer service performance. As such, the dashboard allows Administrators to better identify places where they might need to take action for improved efficiency based on weekly and daily data.
The Case SLA dashboard is available to customers as part of Talkdesk Explore™, a reporting tool that allows administrators to manage historical data with flexibility and convenience. For more information, refer to the Talkdesk Explore documentation.
Viewing the Case SLA Dashboard
To view the Case SLA dashboard, you need to leverage Talkdesk Explore™ and apply filters.
- Log in to your Talkdesk account, and click Reporting [1].
- Click the Explore tab [2], and you can see a set of default dashboards provided by Talkdesk. For more information, see Talkdesk Explore Overview.
- Select the Case SLA dashboard [3].
- In the “Filters” section [4], configure the filters you want to apply to display the corresponding data in the dashboard. The following filters are available in the Case SLA dashboard:
- “Time”: Select the desired time period when the dashboard data is collected.
- “Timezone”: By default, the dashboard data is displayed based on your account timezone, but you can change it to a timezone that better reflects your needs.
- “Priority”: The case priority level, such as “Low” or “Normal”. For more information, see Understanding Case Fields and Field Formats.
- “Policy”: Select an SLA policy metric. Available metrics are Requester wait time and Agent work time. When administrators create SLA policies, they can set time targets for each metric.
- Click Run [5].
For more information, see Filtering Dashboards and Reports.
Understanding Metrics in the Case SLA Dashboard
The following metrics are available in the Case SLA dashboard.
Achieved
The percentage of cases that have SLA targets achieved without any breach within the selected time range. See the following formula and table for details.
Achieved = Achieved SLA cases ÷ (Achieved SLA cases + Active (breached) SLA cases + Paused (breached) SLA cases + Closed (breached) SLA cases)
| Parameter | Description |
| Achieved SLA cases | The number of SLA cases that meet applied SLA targets without any breach within the selected time range. |
| Active (breached) SLA cases | The number of SLA cases where SLA metrics have not yet been completed, but at least one SLA target has been breached within the selected time period. |
| Paused (breached) SLA cases | The number of SLA cases where SLA metrics have paused, but at least one SLA target has been breached within the selected time period. |
| Closed (breached) SLA cases | The number of SLA cases where SLA metrics have been completed, but at least one SLA target has been breached within the selected time range. |
Time to Fulfill (hr)
The average amount of time (in hours) spent in achieving the SLA target set for the selected policy metric (for example, Agent work time) within the selected time range.
Breached
The number of cases that have at least one SLA target breached within the selected time range. The SLA target status could be “Active (breached)”, “Paused (breached)” or “Closed (breached)”. For more information, see Understanding Conditions and Targets in Service Level Agreements.
Achieved by Priority
The number of cases that have SLA targets achieved without any breach within the selected time range, displayed by case priority. Hover the pointer over the chart to see details.
Achieved by Week
The percentage of cases that have SLA targets achieved without any breach within the selected time range, displayed by week. Hover the pointer over the chart to see details.
Breached by the Day of Week
The percentage of cases with an SLA target breached for the selected policy metric (for example, Agent work time) out of all cases where the SLA metric is applied, displayed by each day of a week. Hover the pointer over the chart to see details.