# TTFR Measurement Specification

**Definition:** The elapsed time between a tracked inbound event and the first qualifying human response.

## Calculation Formula
```
TTFR = first_response_timestamp - inbound_timestamp
```

## Inclusion Rules
- **Inbound Demo Requests**: Track from the moment of form submission.
- **Inbound Emails**: Track from receipt in the CRM/Mail server.
- **Chat Messages**: Track from the first message sent by the lead.

## Exclusion Rules
- **Auto-replies**: Standard generic auto-responders do not count as a response.
- **Spam/Test Leads**: Exclude from all performance reporting.
- **Internal Requests**: Exclude requests from internal employees.

# Tiered SLA Policy

| Lead Tier | Priority | Target TTFR | Warning Alert | Escalation Alert |
| :--- | :--- | :--- | :--- | :--- |
| **Tier 1** | Urgent (Demo Request) | < 5 mins | 2 mins | 5 mins (VP Sales) |
| **Tier 2** | High (Pricing Inquiry) | < 1 hour | 30 mins | 1 hour (Manager) |
| **Tier 3** | Medium (Whitepaper) | < 24 hours | 12 hours | 24 hours (Team Lead) |
| **Tier 4** | Low (Newsletter) | < 48 hours | N/A | 48 hours (N/A) |

{
  "alerts": [
    {
      "trigger": "SLA_WARNING",
      "threshold": 0.5,
      "channels": ["slack-rep-dm"],
      "message": "⚠️ ACTION REQUIRED: Lead {name} is at 50% of SLA time."
    },
    {
      "trigger": "SLA_BREACH",
      "threshold": 1.0,
      "channels": ["slack-team-room", "email-manager"],
      "message": "🔥 SLA BREACH: Lead {name} has exceeded response target."
    }
  ]
}