SLA dashboard examples
An SLA dashboard shows in real time whether your support team is meeting the response time commitments you've made to customers. When a ticket is at risk of breaching an SLA, the dashboard makes it visible early enough to act — before it becomes a violation.
SLA dashboard
This support team has a Service Level Agreement which relates to response time, in particular they will respond to customer queries within 15 minutes. This dashboard instantly shows if the team is violating that agreement, as well as showing their performance over the past month.
It’s worth noting that although metrics like First Response Time are useful for tracking overall team performance, because FRT is an average, it will not reveal binary measures of performance like SLA violations. That’s why, in this case, the team has chosen to track both metrics using a dashboard.
SLA tracking dashboard
This dashboard allows the Customer Support Manager and Team Leaders to get an overview of SLA performance with a focus on breaches. The team's goal is to have 80% of SLA targets achieved in a day, this has been broken down by agent and on average over the course of the week to help them spot any issues. Tickets nearing SLA breach has been included as a table so that Team Leaders can check on the status on individual tickets and work to avoid them breaching. There’s also a table of recently breached tickets to give the Manager and Team Leaders an overview of tickets that have breached and an opportunity to dig into why.
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An SLA dashboard gives support managers a real-time view of how the team is performing against service level agreements — tracking whether tickets and calls are being answered and resolved within committed timeframes. It's used by support teams with contractual SLAs who need to monitor compliance throughout the day, not just at month end.
Geckoboard is a live dashboard tool that connects to Zendesk, Aircall, and other support platforms to give customer service teams a real-time view of SLA compliance. Dashboards update continuously so managers can act on tickets at risk before they become breaches — rather than reviewing SLA performance after the fact.
Key metrics include SLA compliance rate, tickets breaching SLA, average first response time, average resolution time, tickets at risk of breaching, and SLA performance by priority level. Call center teams also track calls answered within target wait time.
Building a custom SLA dashboard is straightforward with Geckoboard's dashboard builder. Connect Zendesk Support, Aircall, or RingCentral to pull SLA and response time data in real time, then pick your metrics and build the view you need. Share with your team as a TV dashboard, shared link, or scheduled snapshot. Start a free trial or learn more about how Geckoboard works.
Use it to track customer service performance live so support managers can see which tickets are about to breach SLA and reassign them before it happens. You can also send leadership and clients scheduled snapshots of SLA performance so they have confidence that support commitments are being met.