DX SLA Achievement
1. Introduction
The DX SLA Achievement widget is designed to help teams monitor their service level performance by visualising how effectively they are meeting response and resolution times. This widget offers a quick and clear breakdown of whether actions were completed early, on time, or overdue, allowing users to track service quality and adherence to commitments.
2. What Does It Show?
This widget displays a horizontal bar chart showing the percentage of requests that were handled in three time categories:
Early: Completed before the SLA deadline
On Time: Completed exactly within the SLA timeframe
Overdue: Completed after the SLA deadline
The chart is divided into two rows:
Respond SLA achievement
Resolve SLA achievement
Each row is colour-coded (green for Early, yellow for On Time, red for Overdue) and labeled with percentage values for easy interpretation.
3. Where Does the Data Come From?
The widget supports the following data sources:
iviva.DX – Default internal source of DX application data
API – Pulls data from a configured external API
Iviva Service – Uses a backend service to retrieve custom data
Lucy – Enables data retrieval from a low-code platform
For this guide, we focus only on the iviva.DX data source configuration, as the others have been covered elsewhere.
The actual SLA status values are derived from the selected application's SLA-related metrics.
4. Data Source Component Breakdown (iviva.DX only)
This section outlines the fields visible when selecting iviva.DX as the data source:
Component 1: DX Application Select the relevant DX application (e.g., Work Request) whose SLA data should be used in the widget. This application must have SLA tracking enabled for meaningful results.
5. General Details Component Breakdown
This section configures the title shown in the widget display.
Component 1: Title Sets the title of the widget (e.g., SLA Achievement). This title appears at the top of the chart to help users identify the context of the SLA breakdown.
6. Display Options
The widget offers the following visual and functional features:
SLA Type Segmentation: Separates results into 'Respond' and 'Resolve' phases
Colour Coding: Uses intuitive colours to differentiate SLA statuses:
Green: Early
Yellow: On Time
Red: Overdue
Percentage Labels: Displays exact percentage values on each chart segment
Compact Layout: Designed for easy embedding in dashboards without clutter
There are no additional configurable display options in the settings panel—visuals are generated automatically from the data.
7. Dashboard Visual Breakdown
Here is how the widget appears when live on the dashboard.
Component 1: Widget Title – “SLA ACHIEVEMENT” Displayed at the top of the widget, as configured in the General Details
Component 2: Horizontal SLA Bars
Each row represents a phase: “Respond” and “Resolve.”
Each row is segmented by SLA outcome:
Green bar for Early (e.g., “36.36%”)
Yellow bar for On Time (e.g., “9.09%”)
Red bar for Overdue (e.g., “54.55%”)
Component 3: Legend Panel Shown at the bottom of the chart, this panel explains the meaning of each colour-coded segment:
🟩 Early
🟨 On Time
🟥 Overdue
This visual guide ensures quick understanding of SLA performance across key service stages.
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