Overview of the Chat SLA Dashboard
The Chat SLA Dashboard in BoldDesk tracks and analyzes chat responses (For example, First Response and Next Response) and resolution are provided within the defined SLA. This dashboard represents the visualized data based on the SLA achieved vs breached tickets over time period and SLA breached by time based on all the SLA metrics or by the selected metrics (For example, First Response, Next Response and Resolution).
To access the Chat SLA dashboard:
- Go to Reports > SLA Dashboard.
- Click the Chat tab to view chat data.
SLA Statistics
The overview statistics widget provides the following metrics:
| Metrics | Description |
|---|---|
| SLA Applied Conversations (Unique) | Displays the number of unique conversations in which SLAs were applied during the specified time period. |
| SLA Achieved | Shows the total number of conversations where SLA was met by achieving all required metrics (First Response, Next Response, and Resolution) within the selected time period regardless of when the conversation was initiated. |
| SLA Breached | Displays the total number of conversations in which SLA is breached by considering any of the metrics (First Response, Next Response, and Resolution) during the specified time period, regardless of when the conversation was initiated or the actual SLA due time. If a conversation breaches multiple metrics, it is counted as a single case. |
| SLA Breaches (Unique) | Displays the number of unique conversations in which SLAs were breached. |
| Response Breaches | Displays the total number of times the SLA was breached by considering any of the response metrics (First Response and Next Response) during the specified time period, regardless of when the conversation was initiated or the actual SLA due time. If a conversation breaches both metrics, it is counted as a single case. |
| Resolution Breaches | Displays the total number of counts in which SLA is breached by considering the resolution metric at the specified time period, regardless of the actual SLA due time. |
| Breaches Count | Displays the total number of times the SLA was breached for both response and resolution targets. |
SLA metric filters
The SLA metric filters are applied to the SLA Achieved vs Breached conversations widget and SLA breached based on time widget.
| Metric Filter | Description |
|---|---|
| All Response | Displays SLA achieved and breached count for all SLA targets: First Response, Next Response, and Resolution. |
| First Response | Displays SLA achieved and breached conversations based on the first response target. |
| Next Response | Displays SLA achieved and breached conversations based on the next response target. |
| Resolution | Displays SLA achieved and breached conversations based on the resolution target. |
SLA Achieved vs Breached Conversations
This widget displays a concise overview of the total number of chat conversations that comply with SLA targets, such as first response time and resolution time, compared to those that violate SLA standards based on the selected group by field during the specified time period.
Group by fields: Brand, Category, Priority, and SLA.
Supported charts: Column Chart, Stacked Column Chart, Bar Chart, Stacked Bar Chart, Line Chart, and Grid View.
SLA breached based on time
This widget displays the count of SLA breaches by breached hour based on the selected metrics during the specified time period.
Group by fields: Conversation Count, and Breaches Count.
Supported charts: Column Chart, Bar Chart, Line Chart, and Grid View.
Filter options
Filters are useful in visualizing the specific data in all the widgets based on your need and checking the achieved or breached conversation responses and resolution. For example, when you want to check the details based on a category or brand alone during the specified time period.
Filter by time period
By selecting a relative or custom date range, you can view the report data within that period. This selected date range is applied globally across all widgets on the dashboard.
The following are the predefined relative date ranges:
- Today
- Yesterday
- This week
- Last week
- This month
- Last month
- Last 60 days
- Last 90 days
- This year
- Custom range
Using brand filter
Use the Brands dropdown field to filter the data for specific brands. By default, the data will be displayed for all the brands.
Using advanced filter
The advanced filter option allows them to drill down data without any limitations on custom fields. Follow the steps below:
- Click the Funnel icon at the top-right corner to open a filter panel.
- Select the required fields in the condition section.
- Click the Apply button to refresh all the widgets, resulting in the chosen conditions. You can also save the filters as views using the Save As option.
The relation between the selected fields will be considered as “AND” condition when multiple fields are selected.
