SLA & Workload

SLA Scorecard

The SLA Scorecard (under Management in the sidebar) shows completion rates by client — how many of each client's monthly compliance tasks were completed on time.

[Screenshot: SLA scorecard]

The scorecard displays:

• Client name and their assigned services
• On-time completion rate for the current month (percentage)
• Tasks completed vs total tasks
• Color-coded indicators: green = on track, yellow = at risk, red = overdue

Use this view to identify clients whose filings are falling behind so you can prioritize accordingly.

Staff Workload

The Staff Workload view shows how tasks are distributed across the team. Each staff member's row displays:

• Total assigned tasks
• Tasks by status (pending, in progress, completed, overdue)
• Percentage of their capacity utilized

This helps managers spot when someone is overloaded and redistribute tasks as needed.

Overdue Tracking

Overdue tasks are flagged automatically when their due date passes without a completed status. They appear:

• In red on the SLA Scorecard
• In the Overdue filter on the Tasks page
• On the affected staff member's workload row

WARNING

Overdue tasks affect the SLA scorecard for both the client and the assigned staff member. Resolve or escalate overdue items promptly.