SLA tracking

Effectively monitor cases by tracking SLAs to ensure none are breached, and all cases are managed within the required time limits.

Read about the SLA ranges and how you can efficiently track them by:

• Grouping cases by Resolution SLA
• Sorting cases by Resolution SLA
• Filtering cases by custom SLA timers

SLA ranges

Use the visual representation of the ranges below to identify a case's SLA status quickly. SLA time passed reflects the portion of the defined SLA already consumed.

Range	SLA time passed	Visual representation
No SLA target	Absolute elapsed time	Black or white based on the session theme (light or dark).
Started	0-40%
Running	40-60%, 60-80%, 80-90%	Black or white based on the session theme (light or dark).
Approaching SLA	90-100%	Black or white based on the session theme (light or dark) and blinking.
Breached	>100%
Closed/resolved	0-100%, and status is Closed/Resolved

Group by Resolution SLA

Improve visibility of the remaining time for case resolution or closure by grouping cases based on their Resolution SLA deadlines.

1. Select the customization icon at the top right corner.
2. Switch to the list view.
3. Open the Group by dropdown and select Resolution SLA.

Sort by Resolution SLA

Sort the cases by Resolution SLA in descending order to show those with the shortest time remaining for resolution or closure at the top.

1. Select the sorting icon to show the sorting options.
2. Select the Resolution SLA sorting criteria.
3. Verify the sorting order (ascending or descending).