How to use the date filter on the SLA Dashboard

The SLA Dashboard offers several filters to enhance your experience, including the date filter, which allows you to filter chats by date. However, there are some important rules to be aware of:

Real-time chat updates

The dashboard provides real-time chat tracking, reflecting the exact status of chats in the Live Chat (open, resolved, or archived). If the "today" filter is applied, you'll see only the chats that are actively taking place at that moment—those that have either received a message from the traveler or had a message sent by the agent. Keep in mind, only chats with the "open" status in the Live Chat will be displayed.

Important! The dashboard does not auto-refresh, so use the refresh button to load new chats.

Viewing chats from past dates

The dashboard reflects real-time activity based on the filtered period. If you select a past date or date range, the results will show chats that were last updated during that period and have had no further activity since.

For example:

If you filter chats from 07/17 to 08/11, it will display chats where the last message was sent or received within that period, with no updates since.

If you send a new message in one of these chats, it will be updated and moved to the “today” filter, reflecting the latest interaction.

The dashboard always shows the current status of chats in the Live Chat, not a historical record. Use the “today” filter for recent activity, and custom date ranges to view open chats with no recent updates.