This update adds new SLA widgets in the Dashboards widget panel to help you monitor response times and SLA performance across your team.

What’s new

• Four new SLA widgets are available at the bottom of the Conversations section in the Dashboards widget panel.
• Track SLA met trend, SLA breached trend, average response time trend, and SLA performance across users and channels in one place.
• Each widget supports filtering by assigned user and message channel (Call, SMS, Email, Web chat, Facebook, GMB, Instagram).
• These widgets work alongside the existing Conversations widgets already on your dashboard—no separate setup required.
• SLA met and SLA breached are available as dimensions in Custom Metrics, so you can build KPIs like an SLA compliance rate using the formula builder.

How it works

1. Open any dashboard and select Edit Dashboard.
2. Select + Add Widget and scroll to the Conversations section.
3. Select one of the SLA widgets, configure filters and chart type, then select Save Changes.

Why it matters

• Adds an on-time performance layer to conversation tracking.
• Helps you identify SLA breach patterns early so you can investigate and correct them.
• Makes it easier to track response speed trends over time.
• Breaks down SLA performance by team member and channel for a clear, data-backed view.

What’s next

No additional updates have been announced for this feature.

Notes

• Conversations SLA widgets are limited to a 1-year date range.
• All widgets support filtering by assigned user and message channel.
• Available on all plans that include Dashboards & Reporting.