The ability to define time-based service-level agreements for routing workflows and track compliance with automated reporting and violation alerts.

Currently, there's no way to monitor whether routing is meeting business SLAs like "leads assigned within 5 minutes" or "high-priority accounts routed within 2 minutes." Teams have to manually calculate timing from record creation to assignment, which doesn't account for where delays actually occur in the routing process.

For example: if sales leadership commits to a 5-minute response SLA for inbound leads, there's no automated way to track compliance or identify which routing paths are causing violations. Without SLA tracking, teams only discover issues when customers complain or leadership asks for reports, making it reactive rather than proactive.

SLA tracking would allow defining time thresholds at the workflow level, monitoring real-time compliance, flagging violations as they occur, and providing reports showing SLA performance by region, lead source, or routing path. Alerts would trigger when specific workflows start missing SLA thresholds, enabling teams to fix bottlenecks before they impact business commitments.