A red SLA week often triggers coaching conversations about individual speed. Sometimes that is fair. Often the breach spike lands on the same days chat volume spills into email or phone.
Place channel mix beside SLA breach rate for the same days. If chat share jumps and email breaches follow with a short lag, you are looking at overflow, not a sudden drop in typing speed.
Check whether the SLA clock resets when a customer switches channel. Mixed clocks produce breach marks that look like agent failure while the real issue sits in routing rules.
For a first trend view, show channel mix as a compact stacked bar under the breach curve. Keep agent-level detail off the morning board; that belongs in a separate coaching conversation.
Support desk trend dashboards earn trust when they explain the floor before they judge the people on it.
Request a dashboard brief if you want this kind of clarity on your own queues.