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Total Despatched
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Responded
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SLA Breached
—%
SLA Score
—m
Avg Response
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Pending
Overview
Leaderboard
Pending / Stuck
Time Analysis
Performance
Rule Health
Escalations
Live Feed
Period Compare
Daily Trend
Despatched
Responded
Breached
SLA Compliance
Within SLA
Breached
No SLA set
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SLA score
Response Time Distribution
15-min buckets · green = within common SLA, orange = over
Breaches by Rule
Channel Breakdown
Recent Breaches
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Team Leaderboard
| # | Person | Assigned ↕ | Responded ↕ | Avg Resp ↕ | SLA % ↕ | Breaches ↕ | Rating |
|---|---|---|---|---|---|---|---|
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Pending / Stuck Messages
not yet responded · oldest first
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⏳
Loading…Breach Heatmap — Hour × Day of Week
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Darker red = more breaches in that slot. Identify when your team is least responsive.
Hourly Response Rate
User × Rule Performance Matrix
avg response time per user per rule
Rule Health Monitor
traffic-light status per active rule for selected period
| Rule | Table | TAT (min) | Triggered | Responded | Breached | Breach % | Avg Resp | Last Triggered | Health |
|---|---|---|---|---|---|---|---|---|---|
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Escalation Summary
Channel Delivery Health
Escalation Audit Trail
SLA breaches where higher authority was notified
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| Breach notified | Rule | Table / ID | Assigned to | Escalated to | Channel | Response | Over by |
|---|---|---|---|---|---|---|---|
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Today's Activity Feed
all events today in reverse chronological order
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Period Comparison
Current vs Previous period
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Workload Distribution
messages assigned per user — fairness view
| Person | Assigned | Responded | Breached | Rules covered | Avg resp | Share % |
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⚡ Anomaly Detection
users whose response time has shifted ≥30% vs their 90-day baseline
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