SLA Configuration

Configure SLA thresholds and breach actions per pipeline stage

All thresholds are configurable by Admin — no code change needed. Changes take effect immediately for all new leads entering the stage.

Stage	Threshold	Breach Action	Status
Fresh	24 hours	Auto-reassign to available caller	Active
Contacted	48 hours	Auto-reassign to available caller	Active
Interested	48 hours	Auto-reassign to available caller	Active
Verbal Commitment	72 hours	Escalate to supervisor	Active
Document Initiated	96 hours	Escalate to supervisor	Active
Doc Verification Pending	48 hours	Escalate to supervisor	Active
Document Verified	24 hours	Notify Accounts team	Active
Scrap Value Paid	24 hours	Notify Accounts team	Active
Pickup Scheduled	72 hours	Escalate to operations	Active
Assigned to Logistic	48 hours	Escalate to operations	Disabled