RPT-03 · Agent Productivity & SLA

Certified report viewer — audience: Sales managers & team leaders. Definition owner: Rashid Al Farsi (Sales Manager), HR co-governance for people measures. Assignments, activities, response times and outcomes · refresh ≤ 15 minutes.

RPT-03

Report header — ownership, dataset & refresh state (§9.2) Operational · ≤ 15 min Certified weekly

Report owner: Rashid Al Farsi — Sales Manager (definition owner)
Metric owners: SLA & funnel measures — Rashid Al Farsi · People-context measures — HR (co-governed, HR-07)
Authoritative dataset: dwh.certified.agent_activity_v2 — assignment / activity / outcome grain (Asia/Dubai GST)
Refresh cadence: Incremental every 15 min · certified weekly snapshot Sunday 06:00
Last refresh: 17 Jul 2026 14:20:11 GST Fresh · cycle 14:15
Certification state: Operational intraday · week 28 snapshot Certified 13 Jul 06:02
Definition version: DEF-RPT-03 v1.9 — approved 28 Apr 2026 (change CR-2026-071)
Governing policy versions: SLA-CRM-01 v4 · CRM-STAGE-DEF v6 · HR-PEOPLE-DATA v2 · EXPORT-POL v4

Report control (Table 15) — contextual interpretation · no automated employment action Figures require contextual interpretation: capacity, leave, language routing and lead quality all affect outcomes (Layla Hassan carried corporate-segment leads with longer cycles; Priya Menon was on approved leave 06–10 Jul). Per this control and rule HR-07, no automated employment action may be derived from this report — it feeds coaching conversations via Performance & Training only, and no threshold in this viewer triggers any HR workflow. Access is limited to managers of the teams shown; export is watermarked and audited.

Active agents in scope

12 active · 1 on leave · 1 onboarding

Median first response

11m

Target ≤ 15m (SLA-CRM-01 v4)

SLA met (MTD)

94.2%

▲ 1.8 pts vs Jun

Overdue outcomes

▼ escalations active · viewings unrecorded

Viewings this week

Conversion to offer 22%

SLA compliance by team — Jul MTD% first responses in SLA

Team	Assignments	SLA met %	Breaches	Median response
Dubai Sales A	128	96.4	5	9m
Dubai Sales B	102	93.1	7	12m
Abu Dhabi Sales	68	91.2	6	13m
Leasing	44	95.0	2	10m
Total	342	94.2	20	11m

Activity mix — Jul MTDActivities

Activity type	Logged	With outcome	Outcome %
Calls	1,204	1,166	96.8
Messages (WhatsApp/SMS)	892	874	98.0
Emails	455	441	96.9
Viewings	224	215	96.0
Meetings	143	139	97.2
Total	2,918	2,835	97.2

Agent detail — Jul 2026 MTD (my management scope) Refreshed 14:20

Agent	Team / branch	Assigned	Median response	SLA met %	Activities	Viewings	Outcomes due	Won	State
OHOmar Haddad	Dubai Sales A	38	9m	97.4	312	24	2	4	On track
LHLayla Hassan	Dubai Sales A	34	10m	94.1	288	19	1	3	On track · corporate mix
KRKhalid Rahman	Dubai Sales A	31	8m	96.8	265	17	0	2	On track
HAHuda Al Ali	Dubai Sales B	29	12m	93.1	241	15	1	2	On track
MRMarco Rossi	Dubai Sales B	27	14m	88.9	198	12	4	1	3 SLA breaches · outcomes overdue
PMPriya Menon	Dubai Sales B	18	11m	94.4	122	8	0	1	Leave 06–10 Jul — pro-rated
SASaeed Al Ameri	Abu Dhabi Sales	26	13m	92.3	207	14	1	2	On track
NBNadia Boulos	Abu Dhabi Sales	24	15m	87.5	176	11	2	1	SLA breach cluster 14–15 Jul — telephony outage, see note
TBTariq Baig	Abu Dhabi Sales	18	12m	94.4	130	9	0	1	On track
RSRana Sleiman	Leasing	23	10m	95.7	186	12	1	3	On track
JDJonas Dekker	Leasing	21	11m	95.2	171	10	2	2	On track
FNFarah Nasser	Dubai Sales B — onboarding	6	16m	83.3	38	2	0	0	Onboarding — excluded from team averages
Total (12 agents shown of 14)		295	11m	94.2	2,334	153	14	22	Reconciliation: 342 routing events = 342 assignment rows · difference 0

Lineage — source → transformation → report (§9.2)Evidence linked

crm.assignments · crm.activities · crm.outcomes → stg.agent_kpis_15m (incremental) → sem.agent_activity v2 (SLA calendar applied) → Validate: assignments = routing events → RPT-03 viewer

Source	Extracted	Rows	Status
`crm.assignments` (Jul MTD)	14:15:05	342	Checksum OK
`crm.activities`	14:15:06	2,918	Checksum OK
`crm.outcomes`	14:15:07	2,835	Checksum OK
`hr.leave_calendar` (context only)	06:00:12	14	Daily — restricted join
Business-calendar SLA per `SLA-CRM-01 v4` · telephony outage 14–15 Jul annotated from telephony log

Definition of done (§9.2) — RPT-03Published

Checklist item	Status
Named owner, business definition, authoritative dataset, lineage	Met — DEF-RPT-03 v1.9
Filters, dimensions, time-zone (GST, business calendar), refresh & certification state	Met
Permission-aware drill-down (manager scope); controlled, watermarked export	Met — EXPORT-POL v4
Reconciliation totals vs routing events, with tolerances	Met — diff 0
Accessible table/chart alternatives; approved EN/AR labels	Met — AR label set v2

Related screens: CRM analytics · Routing rules · Performance & training.

Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 §9.1 Table 15, §9.2 · Covers: RPT-03.