SLA Monitor
Real-time visibility into SLA compliance across all active tickets — track breaches before they happen.
Overview
SLA Monitor gives service managers a real-time dashboard of every open ticket's SLA status. It centralises elapsed time, allowed time, tier classification, and compliance rate into a single screen so nothing falls through the cracks.
Each row in the monitor represents one active ticket and shows how much time has passed since creation versus the SLA window permitted for that ticket's priority tier. The goal is zero breaches — the SLA Monitor is the tool that makes that goal achievable by surfacing at-risk tickets before they cross the deadline.
Because the monitor is live and filtered by current status, service managers can open it at any point in the day, immediately identify the highest-risk tickets, and take targeted action without having to search through a full ticket queue.
Real-Time SLA Visibility
SLA Monitor refreshes on demand. Use the Refresh button in the filter bar to pull the latest ticket statuses at any time. There is no automatic polling — a manual refresh ensures you always see a coherent point-in-time snapshot rather than a constantly shifting list.
Key Features
Real-Time Elapsed Time
Each ticket row displays the number of hours that have elapsed since the ticket was created alongside the total SLA window allowed for that tier. The comparison is immediate and unambiguous.
SLA Tier Badges
Every ticket is automatically classified into Gold (Critical priority), Silver (High priority), or Bronze (Medium and Low priority) based on the ticket's priority field. Tier badges appear in each row so agents know the urgency at a glance.
Breach Detection
Any ticket that has exceeded its permitted SLA window is flagged immediately with a red Breached status indicator. The row is visually distinct so it stands out even in a long list of tickets.
Compliance Rate
A summary metric at the top of the screen shows the percentage of tickets in the current view that are on track or have been resolved within their SLA window. This single number gives managers an instant read on team health.
SLA Tier Reference
SLA tiers are derived automatically from the ticket's priority field. No manual selection is required — the system maps priority to tier on ticket creation.
| Tier | Maps To Priority | SLA Window | Badge Colour |
|---|---|---|---|
| Gold | Critical | 4 hours | Amber / orange |
| Silver | High | 8 hours | Blue |
| Bronze | Medium / Low | 24 – 72 hours | Gray |
Bronze tickets have a wider window range because Medium and Low priorities can carry different configured durations depending on the active SLA policy. The exact window for each Bronze ticket is shown in its row.
Reading the SLA Gauge
Each ticket row contains a horizontal progress bar that visualises how much of the allowed SLA window has been consumed. The bar fills from left to right as time elapses.
Colour States
- Green — Less than 75% of the SLA window has elapsed. The ticket is comfortably within its deadline. No action is required unless the agent wants to resolve it early.
- Amber — More than 75% of the SLA window has elapsed but the deadline has not yet passed. This is the at-risk zone. The ticket needs attention in the near term to avoid a breach.
- Red — The SLA window has been exceeded. The ticket is in breach. Immediate escalation is required.
Elapsed Hours Label
Below or beside each progress bar, the screen displays the exact number of hours elapsed (e.g. "6.2 / 8 h"). This precise figure helps agents prioritise when multiple amber tickets are visible at the same time — the one closest to its deadline should be addressed first.
Filtering & Sorting
The filter bar above the ticket list provides several controls to focus the view on the most relevant tickets.
Search
Type any part of a ticket subject, ticket ID, or customer name into the search input to instantly narrow the list. The search is case-insensitive and matches partial strings.
SLA Status Filter
A quick-filter pill group lets you isolate tickets by their current SLA state:
- All — Shows every open ticket regardless of SLA status.
- On Track — Shows only green-state tickets with more than 25% of their window remaining.
- At Risk — Shows only amber-state tickets that have consumed more than 75% of their window. This is the most useful filter at shift start.
- Breached — Shows only red-state tickets that have exceeded their SLA window and require immediate action.
Tier Dropdown
A dropdown to the right of the filter pills lets you scope the view to a single SLA tier — Gold, Silver, or Bronze — making it easy to focus on the most critical tickets when the queue is large.
Refresh Button
The Refresh button on the far right of the filter bar re-fetches the latest ticket data from the server. Use it when returning from a break or when you know a ticket was just updated by a colleague.
Breach Management
A Breached Ticket Requires Immediate Action
When a ticket enters the Breached state, normal queue processing is no longer sufficient. The customer has already waited longer than the agreed service level and must be contacted proactively. Every minute of additional delay compounds the negative impact on customer satisfaction and SLA compliance KPIs.
Recommended Actions on Breach
- Reassign to a senior agent — Escalate the ticket to a team member with the authority and expertise to resolve it quickly. Use the ticket reassign option within the Service Requests screen.
- Contact the customer proactively — Do not wait for the customer to follow up. Reach out by phone or email to acknowledge the delay, set a revised resolution target, and confirm the ticket is being prioritised.
- Document the reason in ticket notes — Add an internal note explaining why the SLA was breached (e.g. awaiting third-party vendor response, unexpected complexity, staff shortage). This information is essential for post-incident reviews and SLA reports.
Impact on Compliance Rate
Each breached ticket reduces the Compliance Rate metric shown at the top of the SLA Monitor. Teams targeting a 95%+ compliance rate should treat every breach as a process-improvement signal, not just a single ticket issue.
SLA Policies
The SLA windows displayed in the monitor are driven by the active SLA policies configured in your service settings. TotalApp ships with default policies that match the tier table above (Gold = 4 h, Silver = 8 h, Bronze = 24–72 h), but these defaults can be adjusted to match your organisation's contractual obligations.
Customising SLA Windows
Tenant administrators can navigate to the service configuration panel and open the SLA Policies section to modify the window duration for any tier. Changes take effect immediately for newly created tickets. Existing open tickets continue to use the policy that was active at their creation time.
Multiple Policies
If your organisation serves customers under different contractual SLAs (for example, enterprise customers with a 2-hour Critical window versus standard customers with a 4-hour window), multiple policies can be defined and assigned at the customer or contract level. The SLA Monitor respects per-ticket policy assignments automatically.
Tips for Effective SLA Management
Best Practices
- Check SLA Monitor at shift start and end. A quick review at the start of the day catches overnight tickets that may have entered the at-risk zone. A review at shift end ensures no ticket is left in a precarious state for the next team.
- Sort by "At Risk" first. Switch the status filter to "At Risk" as your default view. Clearing the amber queue before it turns red is far less disruptive than handling breaches after the fact.
- Escalate any ticket showing >80% elapsed time immediately. The difference between 80% and 100% elapsed can be as little as one hour on a Gold ticket. Do not wait for the colour to turn red — act at amber.
- Use the Tier dropdown during peak periods. When the queue is large, focus on Gold tickets exclusively until they are all on track, then move to Silver, then Bronze.