Monitor Service Level Agreements (SLAs) and Experience Level Agreements (XLAs) to identify cases that need attention before service commitments are missed.
Service levels help you prioritize work by highlighting cases that are approaching or have missed their targets. Use the service-level ring for an at-a-glance view, then open Analytics to understand which metric requires attention.
This article explains how to monitor service levels while working cases. For organization-wide reporting and trends, see Case Management Analytics.
Before you begin
Understand the service-level status
Each case has a single service-level status that reflects the highest level of risk across all applicable SLA and XLA metrics.
| Status | Meaning |
| On track | All active targets are currently being met. |
| At risk | At least one target is approaching its deadline. |
| Breached | At least one target has been missed. |
If multiple SLA policies apply to a case, the most demanding target for each metric is used.
Read the service-level ring
The service-level ring appears in the case list and case header.
The ring gives you an at-a-glance view of the case's current service level.
| Ring | Meaning |
| Green | Targets are on track. |
| Amber | One or more targets are approaching their deadline. |
| Red | One or more targets have been breached. |
| Pause | Time-based metrics are paused while the case is Waiting or On Hold. |
| Waiting | The metric is waiting for an event before it can be assessed. |
| ✓ / ✕ | A completed metric that either met or missed its target. |
| Neutral | No applicable target or the metric isn't currently measured. |
- Hover over the ring to see a summary of the current status.
- Select the ring to open the Analytics panel for more detail.
Review case analytics
- Open a case and select Analytics.
Metrics are grouped to help you identify the most important issues first.
| Section | Contains |
| Needs attention | At-risk and breached metrics. |
| Active | Metrics currently being measured. |
| Waiting | Metrics waiting for an event, such as a survey response or AI assessment. |
| Done | Completed metrics and their outcomes. |
| Canceled | Metrics that no longer apply. |
For each metric you can view:
- The configured target
- The current value
- Time remaining or overdue duration, where applicable.
AI-assessed experience metrics include an AI assessed indicator. Select it to review the latest AI reasoning. Case Managers can override supported metrics, while users with the Case Audit role can review the complete AI evaluation history.
The Analytics panel also includes Time at each status, showing how long the case spent in each stage of its lifecycle.
Monitor your queue
Use views to identify cases that require attention before they breach service commitments.
Useful filters include:
- Service level status is At risk.
- Service level status is Breached.
- Cases with an SLA.
- Cases without an SLA.
You can also display service-level columns such as:
- SLA status
- Breach count
- Individual metric values
Examples of useful saved views include:
- My assigned cases at risk
- My assigned breached cases
- Team cases with breaches
- Cases with low close survey scores
Each view displays live counts of cases that are approaching or have breached their targets.
Use notifications
You don't need to monitor your queue continuously.
Notifications can alert you when service levels change.
| Notification | Recipient | Sent when |
| SLA warning | Assigned agent | A case becomes At risk. |
| SLA breached | Assigned agent and Case Manager | A case becomes Breached. |
| SLA watchlist | Case Managers | Daily summary of cases that entered At risk or Breached. |
Understand paused metrics
Time-based metrics pause automatically when a case is:
- Waiting for the employee
- On Hold
Pausing prevents time outside your team's control from counting against service targets.
If a case breaches a target before it is paused, the breach remains. Pausing stops the timer but doesn't remove an existing breach.
Respond to service-level risk
When a case becomes At risk or Breached:
- Open the case.
- Review the Needs attention section in Analytics.
- Identify the metric driving the status.
- Take the appropriate action, such as:
- Send a public update
- Progress the case plan
- Reassign the case
- Update the case status
Monitor operational performance
The service-level ring and Analytics panel help you monitor individual cases while you work.
For trend reporting across teams and time periods, including backlog, attainment, workload, eNPS, and service performance, use Case Management Analytics.