SLA & escalations
Time thresholds for the key operational metrics. Breach triggers escalation chains by role.
Active rules
7
of 7 total
Tightest threshold
5m
lead first response
Avg adherence
93%
last 30 days
Active escalations
2
in progress now
- Lead first responseenabledwarn at 3m breach at 5m·metric:
first-responseAt 5m:CC Conversion Agent — BU1CC Conversion Agent — BU2At 10m:Dept Head — BU1Dept Head — BU2 - Lead to Work Orderenabledwarn at 20m breach at 30m·metric:
lead-to-woAt 30m:CC Conversion Agent — BU1CC Conversion Agent — BU2 - WO to Dispatchenabledwarn at 10m breach at 15m·metric:
wo-to-dispatchAt 15m:CC Operations Agent — BU1CC Operations Agent — BU2 - Dispatch to Arrivalenabledwarn at 30m breach at 45m·metric:
dispatch-to-arrivalAt 45m:Transport HeadCC Operations Agent — BU1CC Operations Agent — BU2 - Complete to Invoiceenabledwarn at 30m breach at 60m·metric:
complete-to-invoiceAt 60m:Finance - Medical Report approvalenabledwarn at 120m breach at 240m·metric:
report-approvalAt 240m:DoctorDept Head — BU1 - Complaint resolutionenabledwarn at 720m breach at 1440m·metric:
complaint-resolutionAt 1440m:Dept Head — BU1Dept Head — BU2Compliance / Auditor