SLA Performance Dashboard in Sparkforge Conversations
The SLA Performance Dashboard in Sparkforge Conversations shows how well your team meets Conversation SLA response goals, with metrics across users and channels. Available to Admins. Data starts May 23, 2026.
The SLA Performance Dashboard measures how consistently your team meets Conversation SLA response goals. Admins get a clear view of SLA adherence, response speed, and performance across users and channels — useful for spotting delays, improving accountability, and tightening response times.
Note: This feature is in Labs. Admins enable it at Agency Settings > Labs.
What the dashboard does
The SLA Performance Dashboard is a reporting view inside Conversations. It shows how your team is performing against configured Conversation SLAs, surfaces key SLA outcomes, and highlights where coverage is strong or weak.
Instead of checking individual inboxes, Admins review high-level metrics, compare results across users and channels, and use those insights to improve coverage and efficiency.
What you get
- Centralized visibility — SLA performance in one place.
- Faster issue detection when response times slip.
- User accountability against SLA expectations.
- Channel insights to see where delays cluster.
- Better decisions about workflows, coverage, and staffing.
SLA metrics explained
| Metric | Definition |
|---|---|
| SLA Met % | Percentage of messages responded to within the SLA. If 60 of 100 SLA-tracked messages get a reply before SLA expires, it's 60%. Active (undecided) SLAs are excluded. |
| SLA Breached % | Percentage of messages not responded to within SLA. Only resolved (met or breached) outcomes count. |
| Average Response Time | Average reply time on messages where a reply was sent and SLA evaluation completed. |
| SLA Met Messages | Total messages that received a response within SLA. |
| SLA Breached Messages | Total messages that missed the SLA window. |
| SLA Tracked Messages | Total messages with completed SLA evaluation (met or breached). |
User and channel performance
The dashboard breaks results down by user and channel so Admins can recognize strong performers, surface coaching opportunities, and find channels that need better coverage. Use these views to:
- Identify users who consistently meet SLA expectations.
- Spot users who need coaching or workload support.
- Compare response performance across channels.
- Catch patterns that point to workflow or staffing changes.
Reporting rules and access
- Only messages with completed SLA evaluation are included.
- Conversations marked as read without a reply are excluded.
- SLA performance is attributed to the user assigned at the time of evaluation.
- Only Admins can access SLA Performance reports.
- Dashboard data is available starting May 23, 2026.
How to use the dashboard
- Confirm Conversation SLAs are configured for your sub-account.
- Open Conversations → Analytics → SLA Performance.
- Pick a time range and review SLA Met %, Breached %, and Average Response Time.
- Drill into user-level and channel-level views to spot delays and coverage gaps.
FAQ
What does the SLA Performance Dashboard measure?
How well your team meets Conversation SLA response goals — SLA outcomes, response times, and performance across users and channels.
Who can access it?
Only Admins can access SLA Performance reports.
Frequently Asked Questions
What does the SLA Performance Dashboard measure?
Who can access the SLA Performance Dashboard?
Are all messages included?
Are conversations marked as read counted?
How is SLA performance assigned when multiple users work a conversation?
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