The dashboard and SLA health

The Dashboard is your daily starting point. A one-line briefing at the top names what needs you right now (unassigned conversations, tasks past SLA, new contacts this month, and any newsletter draft), and every number in it is a link straight to that work.

• Next-action cards: the three cards below the briefing surface your most urgent queues (task-SLA breaches, conversations waiting for an owner, and a draft newsletter ready to send). A card turns quiet when there is nothing to do there.
• Stat tiles: a row of headline numbers (open emails, unassigned, average first response and time to close, contact growth). Use Reload stats to refresh them.
• New contacts and Coming up: a 30-day growth chart beside your upcoming events. Empty states link you to the next step when there is nothing scheduled yet.
• Representative performance: a quiet table of each teammate’s open/closed counts, resolution rate, and SLA breaches.

How SLA status works

A service-level agreement (SLA) is a promise about response time: for example, “reply to every inbox email within 24 working hours” or “close tasks within 24 working hours”. The dashboard tracks open items against those targets and rolls them up into a status.

• On track: no open items have exceeded their target.
• Warning: the number of breached items has reached the warning threshold.
• Critical: breaches have reached the critical threshold and need attention now.

Targets count working hours only. Administrators define working days, business hours, the hour targets, and both thresholds under Workspace → Service levels. See Settings and configuration.