Tab,Field,Type,Definition
Clock Definitions,Clock,text,"One of the four clocks: received, assigned, first attempt, successful contact"
Clock Definitions,Starts on (event),text,The buyer-side or system event that starts this clock
Clock Definitions,Stops on (event),text,"The event that stops it. Must be a single, logged, unambiguous event"
Clock Definitions,System of record,text,The system whose timestamp is authoritative for this clock
Clock Definitions,Field / instrumentation to capture,text,The specific field or log that has to exist for the clock to be measurable
Clock Definitions,Common failure that inflates it,text,The usual root cause when this clock runs long
Clock Definitions,Can you SLA it?,text,Whether the clock is inside your control. Clock 4 is not
Clock Definitions,Your target (wall clock),duration,Total elapsed buyer waiting time target
Clock Definitions,Your target (working time),duration,Target counted only inside the declared coverage calendar
Clock Definitions,Measured p50 / p90 / p95,duration,"Observed percentiles. Report all three, never a mean alone"
Clock Definitions,Owner,text,Named accountable owner for this clock
SLA Matrix,Lead type,text,The segment the SLA applies to
SLA Matrix,Intent signal,text,What the buyer's action actually signalled
SLA Matrix,Requested action,text,"What the buyer asked for, in their words"
SLA Matrix,Clock 1 received target,duration,Target for inbound event to CRM record committed
SLA Matrix,Clock 2 assigned target,duration,Target for CRM record to owner assignment written
SLA Matrix,Clock 3 first-attempt target,duration,Target for owner assignment to first logged human outreach
SLA Matrix,Clock 4 successful contact,text,"Measured, not targeted. Report the distribution"
SLA Matrix,Clock used,enum,"Wall clock, Working time, Both, or n/a"
SLA Matrix,Coverage calendar,text,"Time zone, staffed hours and holiday set, with an effective date"
SLA Matrix,After-hours rule,text,What happens when the lead lands outside coverage
SLA Matrix,Escalation trigger,text,The condition that reassigns or escalates
SLA Matrix,Escalation owner,text,Who receives the escalation
SLA Matrix,Exception / do-not-work rule,text,"Records deliberately excluded, and the published rule for excluding them"
SLA Matrix,Accountable owner,text,"Who owns the number, not who works the lead"
SLA Matrix,Next review,date,When this row gets revalidated against outcome data
Instrumentation Checklist,#,integer,Checklist item number
Instrumentation Checklist,Check,text,The instrumentation step
Instrumentation Checklist,Which clock it protects,text,The clock that becomes unmeasurable without it
Instrumentation Checklist,Why it matters,text,The failure mode it prevents
Instrumentation Checklist,Where to look,text,The system and object to inspect
Instrumentation Checklist,Status,enum,"Not started, In progress, Done, Not applicable"
Instrumentation Checklist,Owner,text,Named owner
Instrumentation Checklist,Notes,text,Findings