SLA Breakdown by Policy
Give leads and managers a clear view of SLA performance so they can spot breaches early, understand response and resolution times, and take action to keep support quality on track.
SLA Policies Overview
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Tickets at Risk & Recently Breached
Give leads and managers a clear view of SLA performance so they can spot breaches early, understand response and resolution times, and take action to keep support quality on track.
At-Risk Tickets (Next 2 Hours)
#4821 · Checkout failing for EU customers
Priority: Urgent · SLA: 15m response / 2h resolution
#4799 · SSO login intermittently failing
Priority: High · SLA: 30m response / 4h resolution
#4763 · Invoice not generated
Priority: High · SLA: 30m response / 4h resolution
Recently Breached Tickets
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Manager Actions
Give leads and managers a clear view of SLA performance so they can spot breaches early, understand response and resolution times, and take action to keep support quality on track.
Quick Actions
Review at-risk queue
Open the inbox filtered to tickets that are close to breaching.
Rebalance workload
Identify overloaded agents and reassign tickets to keep SLAs healthy.
Tune SLA policies
Adjust SLA targets that are consistently breached or too lenient.