Knowing your team is handling conversations is one thing. Knowing whether those conversations are being responded to on time is another. ESC Hub has added four SLA widgets to the Dashboards panel to give you that visibility.

What's changed

Four new SLA widgets are now available in the Conversations section of the Dashboards widget panel. SLA met trend tracks the percentage of conversations where your SLA was met over time. SLA breached trend shows which time periods had the most SLA misses. Average response time trend shows whether your team's speed is improving, plateauing, or slipping. SLA performance breaks down met and breached rates across users and message channels.

Every widget supports filtering by Assigned user and Message channel - Call, SMS, Email, Web chat, Facebook, GMB, and Instagram - for precise segmentation. They work alongside the existing Conversations widgets already on your dashboard with no separate setup needed.

SLA met and SLA breached are also available as dimensions in Custom Metrics, so you can build formula-based KPIs like SLA Compliance Rate directly in the Custom Metrics builder.

To add them, open any dashboard, click Edit Dashboard, click Add Widget, scroll to the Conversations section, and select the SLA widgets from the bottom of the list.

Why it matters

Volume and assignment data tells you what is happening in your inbox. SLA data tells you whether the people reaching out are actually being helped in time. Spotting breach patterns before they become client issues, and seeing performance broken down by person and channel, gives managers the data they need to act rather than guess.