SLA breaches
Customer messages that didn't get a reply within your response-time target. This page tracks how often you missed your response SLA over the selected period, and which agents the misses fell on.
It's period-based like the rest of Analytics and follows the shared rules in How we calculate analytics — but it adds one control the other pages don't have: an SLA target you can set right on the page.
The SLA target
The SLA target (shown as 30 min in the example) is your response-time goal: the longest a customer message should wait for a human reply before it counts as a breach. You can change it from the control at the top of the page, and every number recalculates against the new target.
This is the same threshold concept behind the Unreplied — SLA breach card on the Live page. The difference is when: Live shows open tickets that are breaching right now (real-time triage), while this page reports breaches that happened over a past period (historical reporting).
What counts as a breach
A breach is a customer message that did not receive a human agent reply within the SLA target.
Two things to note about that definition:
It's about human replies. Consistent with the rest of Analytics, response-time metrics measure your human team. A message the AI Agent answers in time isn't a breach.
It looks at every customer message, not just the first. This is broader than First Response Time (which only measures the opening reply). Here, any customer message that waits longer than the target for a human reply is a breach — so a single conversation can contain more than one.
Message Response SLA Breaches
The number of breaches in the period — the count of times a customer message went past the SLA target without a human reply. An increase versus the previous period is shown in red, because more breaches is worse.
Message Response SLA Rate
The share of customer messages that breached — in the example, 1.1% (23 of 2,113 messages over target). Lower is better, so the figure is green when low; the change versus last period is flagged red when it rises.
Note this is the breach rate (misses), which is the inverse of the Response Rate column in the table below (hits). They're two views of the same thing and roughly sum to 100% — a 1.1% breach rate corresponds to a ~98.9% response rate.
Breaches by Agent
A per-agent table with a Team total row, showing two things for each agent:
Breaches — the number of breaches attributed to that agent. These sum to the team total (in the example, 4 + 4 + 2 + 2 + 2 + 0 = 14).
Response Rate — the agent's compliance: the share of customer messages they answered within the target. Higher is better; an agent with no breaches shows 100%.
Good to know
Breach rate vs response rate — the headline shows breaches (lower is better); the table shows response rate (higher is better). They're inverses.
This page vs Live — Live shows tickets breaching right now; this page counts breaches over a past period. Same SLA target concept.
Why don't breaches involve the AI Agent? Breaches measure human response times — see What counts as a breach above.
Changing the SLA target recalculates the whole page against the new goal.
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