The SLA Breaches page lists your assigned cases that have missed their Service Level Agreement (SLA) deadlines. Unfortunately, the required response or resolution wasn't completed within the expected timeframe.
SLAs help ensure employee queries are handled promptly and consistently, supporting trust and a positive experience with HR.
What you'll see on the SLA Breaches page
This page includes:
- A list of breached cases assigned to you
- The SLA compliance percentage for your casework
- Case details including title, category, priority, and breach type (response or resolution)
Your SLA compliance percentage shows how many of your cases met their deadlines. If this number is below 100%, reviewing breached cases and taking action where needed is a good idea.
How to use this data
Use this page to:
- Identify open cases that still need attention
- Prioritise the most overdue or high-impact issues
- Track trends in breached cases, for example, if specific categories or priorities are consistently affected
- Spot where you may need to adjust how you work, request support, or raise concerns with your Case Manager
Staying on top of SLA targets
To help maintain strong SLA performance:
- Review this page regularly to spot overdue cases
- Update case statuses and priorities as you work
- Reach out to your Case Manager if you're at capacity or need to redistribute cases
- Use internal notes to document progress, especially if there's a delay outside your control
Staying informed through this page helps you take proactive steps, ensuring employees aren't left waiting and HR performance remains on track.