The SLA Dashboard in BoldDesk helps you monitor how well your team meets First Response, Next Response, and Resolution targets across tickets and live chat conversations. Each tab (Tickets, Chat) has the same layout pattern:

1. Upper section — filters, quick actions, and Widget.
2. Charts — visual breakdowns with flexible Group by and Chart type options.

Learn How to Create SLA Policies in BoldDesk.

Please watch this video tutorial for further information.

How to Access the SLA Dashboard

1. Go to Reports module → SLA Dashboard.
2. Use the tab selector to switch between Tickets and Chat.

Filters & Quick Actions (top-right)

From left to right, the top bar shows:

• Brand — e.g., All Brands (dropdown).

• Date range — e.g., Mar 01, 2026 – Mar 31, 2026 (date picker).

• Print (printer icon) — Open a printer-friendly view to print the current dashboard.

• Refresh (circular arrow) — Reload the dashboard with the current filter values.

• Save (button) — Save your current Brand + Date + SLA Metric + widget layout as a personal view (applies to your account).

• Export (export icon) — The Export option is supported only for the underlying data in the SLA dashboard.

• Filter (funnel icon with badge) — Show/hide additional filters; the badge shows the count of active filters.

• Help (question mark icon) — Open context help for the SLA Dashboard.

  

SLA Metrics

Location: Lower-left of the upper section on both Tickets and Chat tabs.

Purpose: Recalculates the Widget and synchronizes the two charts below to the selected SLA dimension.

Options

Tickets Tab

Widget

1. SLA Applied Tickets (Count of Unique Tickets)

   • SLA Breached — % and count of tickets that breached ≥1 relevant target.

   • SLA Achieved — % and count of tickets that met all relevant targets.

   • Donut/gauge — visual breach rate.

     

2. SLA Breaches (Count of Unique Tickets)

   • Response Breaches — % and number of breach events for First/Next Response.

   • Resolution Breaches — % and number of breach events for Resolution.

   • Donut — total breach events in the period.

     

Chart 1 — SLA Achieved vs Breached Tickets

What it shows: For the chosen grouping, compares Achieved, Breached, and Total ticket counts.

Controls:

• Group by: Brand, Category, Type, Priority, SLA.
• Chart type: Bar, Stacked Bar, Column, Column with Line, Stacked Column, Line, Grid View.

Use it to: Identify where breaches concentrate (e.g., a specific Brand or Category) and decide whether to tune policies or staffing.

Chart 2 — SLA Breached based on time (Tickets)

What it shows: Breaches across hours of day.

Controls:

• Group by:
  • Tickets Count — number of unique tickets with a breach anchored in that hour.
  • Breaches Count — number of breach events in that hour.
• Chart type: Bar, Column, Line, Grid View.

Use it to: Pinpoint peak breach hours and adjust shifts or targets

Chat Tab

Widget

1. SLA Applied Conversations (Count of Unique Conversations)

   • SLA Breached — % and count of conversations that breached ≥1 target.

   • SLA Achieved — % and count of conversations that met all relevant chat targets.

   • Donut/gauge — breach rate visualization.

     

2. SLA Breaches (Count of Unique Conversations)

   • Response Breaches — % and number of breach events for chat reply‑time targets.

   • Resolution Breaches — % and number of breach events for chat resolution targets (if configured).

   • Donut — total breach events in the period.

     

Chart 1 — SLA Achieved vs Breached Conversations

What it shows: For the chosen grouping, compares Achieved, Breached, and Total conversations.

Controls:

• Group by: Category, Priority, Brand, SLA.
• Chart type: Bar, Stacked Bar, Column, Column with Line, Stacked Column, Line, Grid View.

Use it to: Spot categories/brands with elevated chat breaches, then adjust coverage or routing.

Chart 2 — SLA Breached based on time (Chat)

What it shows: Chat breaches across hours of day.

Controls:

• Group by:
  • Conversation Count — number of unique conversations with a breach in that hour.
  • Breaches Count — number of breach events in that hour.
• Chart type: Bar, Column, Line, Grid View.

Use it to: Align real‑time coverage to the hours that most often breach.

Practical Use Cases

• Workforce planning: Use the time‑based breach chart to match agent shifts with peak breach hours (e.g., add overlap at 10–11 PM).
• Policy tuning: Switch Group by → SLA in Achieved vs Breached to find the policy that misses most often; revise targets or Operational hours accordingly.
• Taxonomy hygiene: Use Group by → Category to identify categories that inflate breach rates (often a routing or ownership gap).
• Brand benchmarking: Use Group by → Brand to compare performance across brands, then standardize best‑performing practices.

Troubleshooting

Frequently Asked Questions (FAQs)

Q1. What’s the difference between Tickets/Conversations Count and Breaches Count on the time chart within the SLA dashboard?

• Tickets/Conversations Count counts unique items with at least one breach during that hour.
• Breaches Count counts all breach events that occurred in that hour (can exceed item counts).

Q2. Why do the numbers differ between Tickets and Chat within the SLA dashboard?
They’re separate datasets with different SLA anchors: messages in chat vs replies/resolution in tickets. Each tab is calculated independently.

Q3. Can I export or print the SLA dashboard?
Yes. Use Export for data downloads (where available) and Print for a printer‑friendly snapshot.

Q4. Can I save my SLA dashboard configuration?
Yes. Click Save to store your current Brand, Date range, SLA Metric, and widget layout as a reusable personal view.

Q5. Can I configure a Custom SLA dashboard?
Yes. Use Custom Dashboards (plus Custom Widgets) to build an SLA‑focused view tailored to your teams, brands, and priorities. Custom Dashboards are created from Reports → Create Dashboard.