SLA and escalation
Time-to-action targets, measured per market and per source.
Every state transition has an expected window. Breach and near-breach events trigger workflows automatically. Operations and leadership see the same numbers.
SLA status
Live| Market | State | Elapsed | Status |
|---|---|---|---|
| India | NEW | 12m / 1h | On track |
| United States | CONTACTED | 6h / 24h | On track |
| Singapore | NEW | 52m / 1h | At risk |
| Germany | QUALIFIED | 4d / 5 bus. days | At risk |
| France | NEW | 1h 18m / 1h | Breached |
Targets
Configurable per market, per source, per state.
SLAs are defined against the dimensions that matter: which market this lead is in, where it came from, and what state it is in now. Sensible defaults ship; every organization overrides per their playbook.
- Targets
- A response window per state transition. Different windows for different markets or sources when needed.
- Business calendar
- Per market. SLAs can pause outside business hours, weekends, and configured holidays.
- Escalation
- Notify the owner as the window approaches. Notify the manager when it breaches. Reassign automatically when it stays breached.
- Pause and resume
- SLAs pause when a lead is on hold or waiting on the customer, and resume on the next legitimate action.
Where it shows up
Operators and leadership see the same numbers.
SLAs are first-class on every list, every dashboard, every workflow. Not a back-office metric.
- On the lead list
- Inline status per row: on track, at risk, breached. Sortable, filterable.
- On the lead detail
- Countdown timer, escalation history, ownership changes.
- On the dashboard
- In-breach count per market. Average response time. Trends over time.
- In workflows
- Trigger automations the moment a lead approaches or breaches its window.
- In the audit log
- Every escalation action recorded for review.
Built for organizations that run sales across markets.
Talk to us about your deployment, your access model, your sources. We will follow up within one business day.