SLA Dashboard

The SLA Dashboard is the operational overview for service-desk performance. It presents the tenant’s open volume, breach exposure, and rolling response/resolution averages alongside a 7-day trend chart.

Accessing the Page

• Route: /service-desk/dashboard
• Menu path: Service Desk → Dashboard
• Primary audience: Agents and admins (service-desk.view). External users see a scoped variant — see External view.

KPI tiles

Tile	Source	Meaning
Total open	Live count	Tickets in open or pending
Breached open	Live count	Open tickets past due_at
Breaching next 24h	Live count	Open tickets whose due_at falls in the next 24 hours
Escalated last 7d	Rolling count	Tickets with an escalate routing action applied in the last 7 days
Avg first-response	Rolling avg	Minutes between create and first agent public reply
Avg resolution	Rolling avg	Minutes between create and resolved_at
Breach rate 7d	Rolling %	Tickets that breached SLA over the last 7 days

Trend chart

A 7-day daily rollup with one bar/point per day:

• Created — tickets opened
• Resolved — tickets that reached resolved
• Breached — tickets that crossed due_at while open
• Avg first-response (min) — daily average

SLA lifecycle

graph LR
    Created -- "first agent public reply" --> FirstResponse
    Created -- "due_at" --> DueAt
    DueAt -- "warning_minutes_before" --> Warning
    DueAt -- "passed while open" --> Breach
    Breach -- "if 'Escalate on breach' is on" --> Escalation[Escalation user notified]
    FirstResponse --> Resolved
    Resolved --> Closed

• due_at is computed at ticket-create time from the help topic’s default_due_offset_hours (or the SLA target hours from Settings → Priorities if no help topic is selected).
• Warning minutes sends a reminder this many minutes before due_at (configured in Settings → Policies).
• Escalate on breach notifies the designated escalation user when a ticket crosses due_at while still open.

Recent tickets widget

Below the KPIs, a compact list of the 10 most-recently-updated tickets gives a quick jump-off to Ticket Detail.

External view

For external account users, the dashboard collapses to a single My Tickets widget that shows the user’s five most recently updated tickets, with a link to My Tickets.

Notes

• KPI tiles count tickets that are not soft-deleted. The Trash drawer is the only surface that lists soft-deleted records.
• The 7-day rolling averages exclude tickets whose source = chat and that were resolved in a single thread entry by a chat skill (this prevents WhatsApp skill invocations from skewing the agent response-time average).
• Both KPIs and the trend chart respect tenant timezone configured in the platform System Settings.

Related Pages

• Tickets List — drill in from a KPI.
• Settings — adjust SLA target hours, warning minutes, escalation user.
• Queues — adjust routing that determines who picks tickets up.