SLA dashboard

Read-only operational view of where SLA time is going and where it's slipping. Requires the helpdesk.view permission (every agent can see it, not just managers).

Two ways to open it:

• From Insights: go to Insights in the sidebar and switch to the SLA tab. Same data, shares the Insights tab framework.

• Direct route: /helpdesk/sla-dashboard. Useful for bookmarking, linking from other tools, or when you want the focused view without the surrounding Insights tab shell.

Header cards: current state

Five live counters covering the whole open ticket set right now (no date filter):

• Open: tickets currently in a non-closed, non-resolved state.

• Currently paused: open tickets with at least one open SLA pause interval (any clock, any reason). Includes a % of open line so you see at a glance how much of the queue is parked.

• Active: open minus paused. The set where the clock is actually ticking.

• Response breaches: open, unanswered tickets whose effective response due time has already passed. Paused tickets whose pause covers the lapse are excluded. This matches what the breach-detection cron actually fires on.

• Resolution breaches: same shape on the resolution clock.

Pause time by reason

Reads from ticket_sla_pause_intervals over the selected date range. Pinned to one stacked bar plus a numeric breakdown:

• Waiting on customer: the historical default. Customer-reply triggered pauses.

• Waiting on vendor: vendor-RMA / waiting-on-supplier escalations.

• Scheduled: pre-planned downtime.

• After hours: automatic out-of-business-hours pauses.

• Other: catch-all.

Each row shows the total paused time in that reason + the number of intervals contributing to it. Closed intervals contribute exactly their ended_at − started_at; open intervals pro-rate from their start to now.

Breach trend

Bar chart showing daily breach counts across the selected window, split by clock:

• Response (red bars): first-response-after-effective-due counts on the day the response landed.

• Resolution (yellow bars): resolution-after-effective-due counts on the day the resolution landed.

Both use the same effective-due math as breach detection (base due plus total paused minutes on that clock), so paused tickets that respond on the same day they un-pause won't show up as breaches if they cleared their effective due.

Heaviest contributors

Three side-by-side leaderboards over the selected window:

• Top queues by breaches: which queue is missing SLA most often.

• Top agents by breaches: assignment-based. Use it to spot agents who need queue rebalancing or training.

• Top companies by breaches: customer-side concentration. Helps target account reviews.

Each row shows the count. Top 5 per dimension. The leaderboard uses base-due breach math (not effective-due), accurate enough to rank but won't match the snapshot card numbers exactly when there's a lot of pausing happening.

Date range

Defaults to the last 30 days. Quick-presets for 7 / 30 / 90 days at the top of the page. Custom range via the date inputs. The range is bounded to the last 366 days back. Older windows aren't reported on this page (use Helpdesk > Time Reports for historical drilling).