How to Use the SLA Performance Dashboard in HighLevel Conversations

Imagine this. You run an agency with a dozen closers. The phones are ringing, DMs are flooding in, and your ad campaigns are an absolute massive success. But at the end of the month, your close rate is completely abysmal. You ask your team what is going on, and everyone swears they are replying to leads instantly.

You dig into the inbox and realize the horrifying truth. “Instantly” actually means three hours later. Your reps are cherry-picking easy support tickets while high-intent sales leads sit untouched until they finally go cold and hire your competitor. You have absolutely no visibility into who is actually doing their job and who is dropping the ball.

You cannot scale an agency if you are flying blind on response times. HighLevel fixes this instantly with the SLA Performance Dashboard. You can see exactly how fast your team is moving, catch bottlenecks before they kill your pipeline, and hold every single rep accountable with hard data. Let us get your team’s performance tracked and optimized.

Ready to streamline this? Here is exactly how to do it in 60 seconds:

Part 1: Access the Analytics Dashboard

First, we need to open up your command center. (Note: You must be an Admin to access this, and you need to have Conversation SLAs configured already).

1. Navigate to the Conversations tab from your main menu.
2. Click on Analytics at the top of the screen.
3. Select SLA Performance to open your reporting view.

Part 2: Review Your High-Level Metrics

Let us look at the raw data to see how your agency is actually performing.

1. Select your desired time range to evaluate your current performance.
2. Look at your SLA Met % and SLA Breached %. This tells you exactly how many messages hit the deadline versus how many were missed. (Note: The system only tracks messages where the outcome is determined. Conversations marked as read without an actual reply are completely excluded!)
3. Check your Average Response Time to see exactly how long it takes your team to actually hit send once a message comes in.

Part 3: Drill Down by User and Channel

Now we figure out exactly who is crushing it and who is holding you back.

1. Scroll down to analyze the user-level performance. This shows you exactly how individual team members are performing against SLA expectations so you can spot coaching opportunities.
2. Check your channel-level performance. You might find out your team is lightning-fast on SMS but completely ignoring Email or Facebook. Use this data to fix your coverage gaps and reallocate your staff.

Part 4: Build Custom Dashboards (Optional)

Want to put these metrics front and center for your whole team or your clients?

1. Go to your main Dashboards or navigate to Reporting > Custom Reports.
2. Add the SLA widgets from the Conversations widget section.
3. Customize your view by grouping results by assigned user or message channel to build the ultimate SLA health dashboard.

Tracking your SLA performance ensures your sales team is held accountable and every single lead gets a lightning-fast reply.

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