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SLA compliance is the percentage of threads where your team met its configured response time target. Each thread gets one outcome: Achieved or Breached. Threads still within their SLA window are not counted until they reach one of those two states.

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How it’s calculated

Compliance % = count(Achieved) / count(Achieved + Breached) x 100 A thread reaches Achieved when a human reply arrives before the SLA deadline. It reaches Breached when the deadline passes with no human reply. Each thread is counted once, at the moment its outcome is determined. Re-opening a thread later does not change the original outcome. Only human replies count. AI-generated replies do not satisfy SLA requirements.

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Metrics

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Team member view

SLA compliance credits every team member who was ever assigned to the thread, not only the team member who replied.

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Configuring SLA targets

SLA targets are defined in SLA policies under Settings → SLA policies. A policy holds an FRT target, an NRT target, or both, and sets whether they pause outside business hours.