If quick replies matter to your business, it helps to see exactly how your team is handling conversations over time. Your CRM dashboard can now show service-level performance right alongside your regular conversation data, making it easier to spot missed response goals, track reply speed, and understand how different team members and message channels are performing.

📌 Why This Matters

When leads and customers reach out, slow follow-up can mean lost sales, missed appointments, or frustrated customers. These dashboard widgets help you keep an eye on whether messages are being handled on time, where delays are happening, and which channels may need more attention. Instead of guessing, you can use the data to make better staffing and follow-up decisions.

✨ What’s New

• SLA trend widgets: View trends for SLA met, SLA breached, and average response time so you can monitor how your team is doing over time.
• Performance breakdowns: Compare SLA performance across team members and message channels like calls, SMS, email, web chat, Facebook, Google Business Profile, and Instagram.
• Easy filtering: Filter each widget by assigned user and message channel for a more focused view of performance.
• Works with your current dashboard: These widgets appear in the Conversations section of your dashboard setup, so you can add them without creating a separate report.
• Custom KPI support: SLA met and SLA breached can also be used in custom metrics, allowing you to create formulas such as an SLA compliance rate.

🛠️ How to Use It

1. Step 1: Open your dashboard and click Edit Dashboard.
2. Step 2: Click + Add Widget and go to the Conversations section.
3. Step 3: Find the four SLA widgets near the bottom of the list.
4. Step 4: Choose the widget you want, set your filters and chart type, then click Save Changes.
5. Step 5: Review the data regularly to spot slow response periods, missed targets, or channel-specific issues.

💡 Pro Tip

If you notice missed SLAs on high-value channels like phone calls or web chat, adjust coverage during busy hours first, since faster replies there can directly lead to more booked jobs and sales.