Respond Faster Than Any Competitor

Set response time targets and track compliance in real-time. When a counsellor is about to breach SLA, the system escalates automatically — ensuring every parent gets a fast response.

  • Configurable response time targets
  • Real-time compliance tracking
  • Multi-level escalation rules
  • Team and individual SLA reports
  • Response time leaderboard
  • Historical compliance trends

Sound Familiar?

  • Parents waiting 48 hours for a response: SLA targets ensure response within 2-4 hours
  • No accountability for response delays: Escalation alerts to managers when SLA is at risk
  • Fastest responder not recognized: Leaderboard gamifies response speed across the team

Complete Response Time SLA Features

Everything you need to modernize your school's response time sla.

  • SLA Configuration: Set response time targets per channel: phone (2 hrs), email (4 hrs), WhatsApp (1 hr).
  • Real-Time Tracking: Live dashboard showing which leads are approaching or have breached SLA.
  • Escalation Rules: Multi-level: 80% of SLA → counsellor alert; 100% → manager alert; 150% → principal notification.
  • Leaderboard: Team ranking by average response time. Gamify speed with recognition.
  • Compliance Reports: Weekly and monthly SLA compliance rates per counsellor, team, and channel.
  • Trend Analysis: Track how response times improve or degrade over weeks and months.

Get Started in 4 Simple Steps

  1. Set Targets: Define response time targets per channel and lead priority level.
  2. Monitor: System tracks response time for every new enquiry automatically.
  3. Escalate: Alerts sent before SLA breach. Auto-reassign if counsellor is unavailable.
  4. Report: Weekly compliance reports showing team and individual performance.

Frequently Asked Questions

What counts as a 'response'?

Any outbound communication: phone call logged, email sent, WhatsApp message sent, or note added. The system tracks the first response after an enquiry arrives.

Can I set different SLAs for different channels?

Yes. Phone enquiries might need a 2-hour SLA while email enquiries might have a 24-hour SLA.

What happens when SLA is about to breach?

A 3-level escalation: first alert to counsellor at 80% of SLA time, manager notification at 100%, and principal alert at 150%.

Does it affect counsellor performance reviews?

SLA compliance data can be used in performance reviews alongside conversion metrics and lead volume handled.