SLA Dashboard
← Agent WorkspaceLive response & resolution clocks across every record, honouring per-policy business-hours calendars (spec §3.5).
Active timers
4
Breached
2
At risk
1
Met
3
| Status | Record | SLA | Progress | Elapsed / target |
|---|---|---|---|---|
| breached | INC0010002 incident | P1 Response | 1340% | |
| breached | INC0010004 incident | P2 Response | 233% | |
| warning | INC0010002 incident | P1 Resolution | 84% | |
| in progress | INC0010004 incident | P2 Resolution | 21% | |
| in progress | INC0010001 incident | P3 Resolution | 0% | |
| met | INC0010001 incident | P3 Response | 58% | |
| met | INC0010003 incident | P4 Response | 15% | |
| met | INC0010003 incident | P4 Resolution | 0% |
Priority lookup matrix
Incidents are auto-prioritised from impact × urgency by a platform business rule — agents never set priority by hand (spec §7.A).
| Impact ↓ / Urgency → | High | Medium | Low |
|---|---|---|---|
| High | P1 · Critical | P2 · High | P3 · Moderate |
| Medium | P2 · High | P3 · Moderate | P4 · Low |
| Low | P3 · Moderate | P4 · Low | P4 · Low |