Service Performance Tracker
Service delivery teams lack visibility into performance. Without real-time data, SLA breaches pile up and customers suffer.
The cost of poor visibility: missed SLAs, frustrated customers, and teams stuck in firefighting mode instead of improving.
What You Get
SLA Monitoring
Track SLA compliance in real-time across all service queues. See at-risk tickets before they breach, not after.
Case Routing Optimization
Analyze routing patterns and identify bottlenecks. See which assignment rules work and which need tuning.
Agent Productivity
Measure resolution times, case volumes, and quality scores by agent. Identify coaching opportunities and top performers.
Escalation Workflows
Automate escalation based on SLA risk, customer tier, or case complexity. Make sure the right cases get the right attention.
Example Workflow
See how a Service Manager uses the Service Performance Tracker to run daily operations.
Check the SLA View
See real-time SLA compliance across all queues. Cases approaching breach are highlighted automatically.
Reassign At-Risk Cases
Use the workload view to see agent capacity and reassign cases to balance the load.
Review Agent Performance
Compare resolution times and quality scores across the team. Identify who needs support.
Generate Weekly Report
Export a performance summary for leadership — SLA trends, volumes, and improvement areas.
Data Sources & Integrations
Connect your service management platform and start tracking performance immediately.
Plus Salesforce Service Cloud, Freshdesk, and dozens of additional connectors.
Operational Foundations
Connect & Map
- • Connect ServiceNow/Zendesk/Jira
- • Map case types and SLA definitions
- • Configure queue and team structures
Configure & Validate
- • Set up escalation rules and thresholds
- • Build custom views for managers and agents
- • Validate metrics against source systems
Enable & Improve
- • Train managers and team leads
- • Roll out to agents and analysts
- • Iterate with ongoing tuning support
Deliver better service, faster
See how the Service Performance Tracker can help your team hit SLAs and keep customers happy.
Schedule a Demo