Tasks SLA¶
The Tasks tab measures how quickly tasks get done. A task's clock starts when it's created and stops when it's marked done, and only your workspace-default operating hours count. Each task is judged against your task completion target, which is 48 business hours unless an admin changes it.
Who can see this
You need access to SLA data. See SLA overview.
Overview¶
- See your median task completion time, and the share of tasks done within the target.
- Compare brands by median completion, % within target, and their late, overdue, and in-progress tasks.
- Open the late or overdue tasks behind a count, and go straight to each one.
- See each assignee's completion times across all brands.
- On the 24h period, see Pax cards about brands with overdue tasks.
Screenshot: The Tasks SLA tab. (pending capture)
How tasks are judged¶
| Status | What it means | Counted in the % within target? |
|---|---|---|
| On time | Marked done within the target | Yes |
| Late | Marked done after the target | Yes, as a miss |
| Overdue | Still open and already past the target, so it can no longer finish on time | Yes, as a miss |
| In Progress | Still open and within the target | No |
% within target = on-time tasks ÷ (on-time + late + overdue tasks). Cancelled and deleted tasks aren't counted at all.
The time is measured in business hours under your workspace-default schedule in SLA settings, so nights, closed days, and holidays don't count. Tasks aren't tied to a warehouse, so warehouse-specific hours never apply. A caption at the top of the tab summarizes this and shows the current target.
The Brands and Team tables cover tasks created during the period. The trend plots tasks by the day they were completed.
Read the gauges¶
- Median completion (business hrs) — the typical time from creating a task to marking it done, against the target. Lower is better.
- Done within Nh — the share of tasks done within the target, where N is the target in hours, against a 90% goal.
Brands table¶
The Brands table lists each brand's Median Completion, Within Nh %, Tasks, Late, Overdue, and In Progress counts, with totals in the footer. Select a brand's name to open its Brand Work Desk.
See late or overdue tasks¶
- Select a brand's Late or Overdue count.
- The Completed late or Overdue tasks panel lists the tasks, with the most business time first. Each one shows the brand and title, when it was created, and how much business time it has taken.
- Select a task to open it.
The Overdue tasks panel lists every open task that's past the target, including tasks created before the period you've selected.
Team table¶
The Team table shows tasks for each assignee across all brands. A task counts once for each person assigned to it, and unassigned tasks don't appear in any row. It lists each Team Member's Tasks, Median Completion, Within Nh %, and Overdue count.
The Team table always covers all brands. It isn't narrowed by the Brand filter.
Pax cards¶
On the 24h period, Pax cards sit beside the gauges:
- Rescue followed by a brand name — a brand with open tasks already past the target.
- Completed late — how many tasks this period finished after the target.
- Overdue tasks — how many open tasks are past the target, shown when no single brand stands out.
- All caught up — no task in scope is late or overdue.
Tips¶
- Assign tasks to a person. Unassigned tasks still count toward a brand's figures, but they don't appear in the Team table.
- Cancel tasks that are no longer needed rather than leaving them open. Cancelled tasks don't count, but an open task past the target counts as overdue.
- Set your operating days and hours in SLA settings so that time when you're closed doesn't count.
Common questions¶
How is task completion time measured? From when a task is created to when it's marked done, counting only business hours under your workspace-default operating schedule. Cancelled and deleted tasks are left out.
What's the difference between a late task and an overdue task? A late task was marked done after the target. An overdue task is still open and has already passed the target, so it can no longer finish on time. Both count as misses.
Do tasks that are still open count toward the % within target? Open tasks still within the target are in progress and don't count yet. Open tasks already past the target count as overdue misses.
How do I change the task completion target? Admins set it in Settings → SLA under Task completion target, in business hours. It applies to the whole workspace.
Why does the overdue list include tasks from before the selected period? An open task that passed the target long ago is still overdue and needs attention, so the Overdue tasks list shows every open overdue task, whatever the period.
How are tasks with several assignees counted in the Team table? A task counts once for each person assigned to it. Unassigned tasks don't appear in the Team table.