SLA Performance Dashboard
Catch every SLA breach before your client does, not after.
Built for support managers, service desk leads, and operations teams who live and die by response-time commitments. Add your ticket log to the SLA Tracker tab and the dashboard automatically flags every ticket left open past the same-day target as a missed SLA, tracks compliance month over month, and ranks performance by agent, country, and priority level. Fully editable to match your own SLA threshold, priority tiers, and team roster. One-time purchase, no subscription required.
Dashboard Features
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SLA Breach Detection & Ticket Volume: Every ticket not closed the same day is automatically flagged as a missed SLA, alongside a breakdown of which request types are driving the most support load
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Monthly Compliance Trend: Track SLA Met vs. Not-Met percentage month over month to catch a slipping trend before it becomes a pattern
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SLA % by Country, Region & Assigned Agent: Filter by month or team member, and see SLA percentage broken down by country, region, and the person handling the ticket
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SLA Impact by Priority Level: Instantly see which priority tier is absorbing the most breaches, and which agents are furthest below your compliance target
Specifications
Get all essential details in one place. From features and package contents to software compatibility and skill level required, this section gives you a clear overview so you know exactly what to expect before download.
Template Features
- SLA Compliance Gauge: Overall percentage of tickets resolved within the same-day target
- Automatic Breach Flagging: A formula marks any ticket open past one day as Not Met
- Ticket Volume by Request Type: Breakdown of support load by category (e.g. password resets, VPN access, server downtime)
- Monthly Compliance Trend: SLA Met vs Not-Met percentage by month
- Agent Performance Ranking: Compliance percentage by team member
- Priority-Level Breakdown: Ticket volume and share by High, Medium, and Low priority
- Regional & Country Breakdown: Compliance percentage by region and by country
- Interactive Filters: Month and Assigned-To slicers
- Controls: One-click data refresh button
Package Details
- SLA Performance Dashboard (.xlsm)
- Sample Ticket Dataset (.xlsx)
Software Compatibility
- Microsoft Excel 365
- Microsoft Excel 2024
- Microsoft Excel 2021
- Microsoft Excel 2019
Skill Level Required
- Beginner
Frequently Asked Questions
Is this template compatible with Google Sheets?
No, our templates are built specifically for Microsoft Excel. Because they utilize advanced Excel features like Pivot Tables and complex formatting, they will not function correctly if imported into Google Sheets.
Do I get lifetime updates?
Templates are one-time downloads and do not include future feature upgrades. However, if we release a bug fix for your purchased template, you can always download the patched version from your order history.
What kind of support is included?
We provide technical support via email for access issues, such as if your download link is not working. We do not provide implementation support (e.g., wiring the template to your custom data sets). For implementation assistance, please submit a request for our custom services.
