Contents:

• Overview
• Example Use Cases
• Configuring a Track SLA Node
• Selecting Your User for Tracking
• SLA Criteria
• Setting the SLA Timer
• Extended Tracking
• Evaluate while User is Working
• SLA Reminder Notifications
• Using Triggering Activities in Subsequent Decisions
• Track SLA Metrics & Logs
• Routing Insights
• Audit Logs
• Time-to-Action Tracker
• Parent and Child TTAs
• FAQs
• Best Practices

 

Overview

LeanData's Track SLA Node extends the capabilities of FlowBuilder, allowing you to evaluate SLA criteria during a specified time frame and measure time-to-action. Records are held in the node until the conditions are met or the SLA Timer expires, with the option to continue tracking time beyond that window. The Track SLA node also supports tracking multiple concurrent SLAs on a single record and sending reminder notifications before the SLA expires.

As records enter and exit the Track SLA node, a corresponding Time-To-Action Record is created for reporting purposes, capturing information about when the record entered, exited, and whether the SLA was met or expired.

 

Example Use Cases

• Hold a record until a follow-up Task is created, otherwise exit the node after 2 hours for reassignment to a different rep.
• Send reminder notifications at set intervals before an SLA expires so reps are prompted to act on the record.
• Hold a record until the Lead Status changes to "Qualified", then route the record to a sales rep and notify them to engage.
• Track multiple SLA milestones on a single record (for example, Lead Status updated and a follow-up Task created) under a single Parent TTA.
• Continue to measure Time-to-Action after the SLA Timer expires using Extended Tracking, so you can capture how long it actually took to action a record.
• Hold a record until enrichment is complete, and once complete, continue through the graph.

 

Configuring a Track SLA Node

The Track SLA node is available in the Node Bar under the Track & Report section. Drag a Track SLA node into your active graph to begin configuring it.

Selecting Your User for Tracking

By default, LeanData looks at the record's Owner when tracking time-to-action. If you would like to track a different User field for Time-to-Action purposes, select a different User field in the Time to Action User section.

SLA Criteria

The SLA Criteria section defines how the Track SLA node evaluates conditions and how records exit the node. Select one of three exit behaviors using the radio buttons at the top of the section:

• Exit on First SLA Met. The record exits the node as soon as any one condition group is met. One Time-to-Action record is created per node entry.
• Exit After All SLAs Met. The record exits the node only after every condition group has been met, or after the SLA Timer plus any Extended Tracking window expires. Each condition group is tracked as its own Child Time-to-Action record, rolled up under a Parent Time-to-Action record.
• No SLA Tracking. The record stays in the node until the SLA Timer expires and exits through the Time Expired edge. No Time-to-Action record is created.

To add a condition group, click the Add SLA Rule button. The following Trigger Rule types are available under both Exit on First SLA Met and Exit After All SLAs Met:

• Routed Lead (Updated) - Looks at fields on the routed record itself to evaluate if the conditions are met. Because this criteria is looking for an update, formula fields and fields from other objects related by a lookup field cannot be used.
• New Event on Routed Lead - Triggers when a related Salesforce Event is created that meets the Event conditions you define. Please Note: This option is not available when using Any Object Routing.
• New Task on Routed Lead - Triggers when a related Salesforce Task is created that meets the Task conditions you define. Please Note: This option is not available when using Any Object Routing.

You can include as many condition groups as needed. Under Exit on First SLA Met, LeanData follows the path for whichever condition group is met first within the SLA Timer, or upon node entry if the record already satisfies it. Under Exit After All SLAs Met, the record exits only when every condition group has been met.

If a record does not meet any condition group when entering the node, the SLA Timer begins to count down. If a condition group is satisfied before the timer expires, the record is immediately routed through that edge (Exit on First SLA Met) or marked as Met for that group (Exit After All SLAs Met).

If you would like to evaluate different conditions at a later point in your graph, you can use another Track SLA node at that point in your graph.

If you only want a record to be held for certain amount of time, then released, without having to satisfy any conditions, use the No SLA Tracking option and the record will follow the Time Expired edge when the SLA Timer elapses.

Setting the SLA Timer

Under the SLA Timer section, pick a SLA Expiration Time using the dropdowns. The minimum is 5 minutes, and the maximum is 180 days.

Records that do not meet the configured condition groups prior to the SLA Timer expiring will exit through the Time Expired edge.

Extended Tracking

Enable the Include Extended Tracking Time setting to continue holding the record in the node after the SLA Timer expires, so you can keep measuring Time-to-Action even when the SLA is no longer being met within the original window.

• When the SLA Timer expires, the Time-to-Action Status is marked Unmet, but the record stays in the node and Time-to-Action calculations continue.
• The Time Expired edge fires at SLA Timer + Extended Tracking, not at the SLA Timer alone.
• Calculated Time-to-Action continues to incorporate Schedule calculations when Evaluate while User is Working is enabled.

Evaluate while User is Working

When the Evaluate while User is Working option is selected, the SLA Timer only elapses during the current User's Schedule (Working Hours, Vacations, and Holidays) as it is defined at the time of record entry. The current User is the User specified in the field selected above in the Time-to-Action Tracker User section. This is the record owner by default.

To adjust Schedules, visit People > Users > Schedules. If a User's Schedule is changed while a record is still being held during the specified time frame, LeanData will still use the User's original schedule.

When this option is checked, LeanData also automatically incorporates the User's Schedule in the Time-to-Action Tracker (see below).

For example, if the SLA Timer is 4 hours, the owner's Schedule is 9AM-5PM, and a record enters this node at 3PM on a Friday, only two of the four working hours will have elapsed by the end of the day. On Monday at 9AM, the remaining two hours will elapse and the time frame will have fully elapsed at 11AM that Monday.

Using the example above, if the rep creates a vacation for Monday at 9AM on Friday at 4PM (after the record entry time), the record will use the Schedule as it was defined at the time of record entry, not the current schedule, and the record will follow the expiration edge at 11AM that Monday.

 

SLA Reminder Notifications

The Track SLA node supports up to 3 reminder notifications per node, so you can prompt the Time-to-Action User or other recipients before the SLA Timer expires. Reminders are configured directly on the node and only fire while the record is still in the node. If the record exits early because all SLA Criteria are met, pending reminders are not sent.

For each reminder, you can configure:

• Type. Choose Email, Slack, or Microsoft Teams.
• Recipients. Select who should receive the reminder.
• Message. Provide the message body for the notification.
• Send Time. Set the time at which the reminder is sent, measured from when the record enters the node.

If Slack or Microsoft Teams has not yet been authorized for your org, that tab is disabled.

For more information on configuring notifications, please see the relevant guide below:

• Send Notification Node Guide
• Slack FlowBuilder Integration
• Microsoft Teams Notification Node

Using Triggering Activities in Subsequent Decisions

If you use any of the Activity-based triggers in the Track SLA node (Related Event or Related Task) under the Exit on First SLA Met behavior, you can reference these activities in subsequent Related Activity Decision Nodes. Within a Related Activity Decision Node, select the option for Triggered Activity and then define your logic rules to evaluate conditions on that triggering activity.

This option is only available if you used an Activity-based trigger in a prior Track SLA node. Triggered Activity variables are not available under Exit After All SLAs Met, since there is no single triggering activity in that mode.

 

Track SLA Metrics & Logs

In addition to adding Track SLA decisions to your routing graph, LeanData lets you track records that are pending evaluation in Routing Insights, Audit Logs, and Salesforce Reports & Dashboards.

Routing Insights

Records that have not yet met their SLA Criteria and are currently waiting for the SLA Timer (or Extended Tracking window) to expire are indicated by a counter on the Track SLA node itself. This counter shows how many records are still being evaluated by that node.

To see which records are currently held in a Track SLA node, click the orange circle on the node. You will be taken to a Routing Insights Detail page that lists those records, along with their processing time and SLA expiration time.

Click the Abort button on the right to abort the pending hold on a record. LeanData will stop processing the record as if it followed an End of Flow edge.

 

Abort Reasons

If any of the following occurs, LeanData aborts the hold on these records and marks the record status as Aborted in the Time-to-Action Record, with an Abort Reason populated.

• Record Deleted or Merged
• Time-Based or Track SLA Conflict
• Incompatible Graph Deployment
  • Node name changes or conditions are incompatible
• Manual Abort by a User
• Business Unit Changed
  • Only applicable for Multi-Graph customers

 

Audit Logs

Within the Audit Logs page, records that are still pending due to a Track SLA node display with a "Pending Route" status in the Path column. The time at which the SLA Timer is scheduled to expire is also displayed.

When the SLA Timer expires or when the record qualifies for one of the condition groups, another log is generated showing the routing outcome and detailing the path from the Track SLA node onward. Expand the More Info section to see a link to the Parent Log that triggered the initial routing process.

SLA Reminder Notifications also appear in the Audit Logs with a notification status of Pending, Sent, or Error, so you can confirm that reminders are firing as expected.

 

Time-to-Action Tracker

A complementary functionality of this node is the Time-to-Action Tracker, an object that tracks each record held in the Track SLA node and various details on the Time-to-Action. You can use the object to report on SLA compliance, performance by team, division, or manager, and to identify bottlenecks in your process.

You can answer questions such as:

• What is the average Time-to-Touch for each team?
• What is our organization's overall SLA compliance?
• What part of the process is taking the longest to complete?

To configure the report, see this guide: Routing - Time to Action Reporting Guide.

Parent and Child Time-to-Action Records

Under Exit After All SLAs Met, each condition group produces a Child Time-to-Action record (TTA) linked to a Parent TTA.

• The Parent TTA reflects the total time it took for all condition groups to be met.
• Each Child TTA is marked Met if its condition group is satisfied before the SLA Timer expires, and Unmet if not.
• Under Exit on First SLA Met, a single TTA is produced.

Fields & Definitions

The following fields are available for reporting on the Time-to-Action Tracker:

• Status
  • Pending
    • Default value when the record enters the node.
    • Record has reached the node and is awaiting conditions to be met or the SLA Timer.
  • Met
    • Record's conditions were successfully met within the SLA Timer.
  • Unmet
    • Record's conditions were not met within the SLA Timer. Status is set to Unmet when the SLA Timer expires, independently of when the record exits the node. Under Extended Tracking, Status flips to Unmet at SLA Timer expiration even though the record is still in the node.
  • Aborted
    • Tracking was aborted due to conflicts (see Abort Reasons above).
• Entry/Start Time
  • Date/Time LeanData completed record routing and started the hold.
• Exit Time
  • Date/Time the record qualified for exit (conditions met, SLA Timer expired, or Extended Tracking window ended).
• Calculated Time-to-Action (in Seconds)
  • Incorporates Schedule calculations. If Schedule is off, this matches the Raw Time-to-Action.
    • With "Evaluate while User is Working" ON, logic = [CCIO Processed At Time] - [Trigger Time of Exit] - non-working hours.
• Raw Time-to-Action (in seconds)
  • End Time - Start Time.
  • Does not incorporate Schedule calculations.
• Timer (in minutes)
  • The configured SLA Timer.
• Evaluate while User is Working
  • Whether the Track SLA node is configured to evaluate the time frame only while the User is working.
• User
  • Lookup to the User object indicated within the Track SLA node.
  • Note: if the User changes while the record is held, LeanData will not update this field. To release the hold when the User changes, add a rule for "Owner has changed."
• Queue/User ID
  • ID of the User.
• Entry Log
  • Lookup to Entry Log.
• Node Name
  • Name of the node.
• Exit Edge Name
  • Name of the edge through which the record exited the Track SLA node.
• Primary ID
  • ID of the record routed.
• Business Unit

 

FAQs

Can you schedule a Track SLA node for a specific date/time?

• A Track SLA node can only schedule a time frame relative to the time a record is initially evaluated in the graph and cannot target a specific date or time. You can still account for user availability using the Evaluate while User is Working option.

 

How will this affect records that are re-triggered via an Update (Object) Entry Node?

• Records can still be routed via an update condition without affecting the SLA Timer. If a record is held in this node, it will not prevent that record from getting routed otherwise. If you need to prevent this scenario, design your update conditions or your SLA Criteria with this in mind.

 

Will updates that meet both an Update Entry Node and a Track SLA exit condition be processed through both nodes?

• No. If a record update meets both an Entry Node condition and a Track SLA exit condition simultaneously, the Track SLA node takes priority. The record follows the exit edge for that condition from the Track SLA node. Design your entry conditions and SLA Criteria with this behavior in mind.

 

Can a record be scheduled for two different time frames at the same time?

• No. If a record currently held by a Track SLA node re-enters the LeanData routing process and proceeds to another Track SLA node, the initial hold is canceled and the new hold begins. A record can only be subject to one Track SLA node at any given time.

 

If I modify a Track SLA node and deploy a new routing graph, will this affect records that are already being held?

• It depends on what changed:
  • If edge names are unchanged and no condition groups are added or removed, in-flight records continue under the original logic.
  • If any edge name is changed, the hold on in-flight records is aborted.
  • If a condition group is added in the new deployment, the hold on in-flight records is aborted.
  • If a condition group is removed:
    • If the removed group was already Met, its Child TTA retains the Met status.
    • If the removed group was not yet met, its Child TTA Status is updated to Abort.
  • Reminder Notification timing configured on the original deployment is respected for in-flight records.

 

Do Track SLA nodes account for working hours or weekends?

• If you have Evaluate while User is Working enabled in the Track SLA node, the hours and minutes in your SLA Timer only elapse during the current Owner/User's schedule (at the time of record entry).

 

How long will Time-to-Action records be kept in Salesforce?

• By default, Time-to-Action records are deleted after 365 days. You can adjust the retention by going to the LeanData Dashboard > Admin > Settings > Reporting > Time-to-Action Log Retention.

 

Can the Track SLA node be used in Scheduled Routing?

• Yes. The Routing Scheduler page includes a setting that lets you indicate whether a Track SLA node should be respected for that job, or whether records should terminate at a Track SLA node.

 

Best Practices

• When using the Updated entry node, records that are currently awaiting action in a Track SLA node will still be evaluated. Ensure that your Updated entry node conditions exclude records that would otherwise be affected by a previously scheduled Track SLA action, or that your SLA Criteria exclude conditions that an Updated entry might satisfy.

 

For questions or additional assistance, please contact LeanData Support.