# Lead response measurement and service-standard brief

This defines an example operating policy, not a universal five-minute rule.

- Intake routes, eligibility and original receipt event:
- Source timestamp evidence and UTC offsets:
- Separate CRM creation, acknowledgement, assignment, staff attempt and conversation:
- Automated-service events labelled separately:
- Definition and evidence of a genuine staff attempt:
- Target interval and clock: elapsed or staffed time:
- Working calendar, time zone, holidays and daylight-saving handling:
- Arrival cohorts and observation cutoff:
- Assessable versus immature target windows:
- Met, missed, unattempted and unknown-evidence states:
- Median/mean among observed attempts, with denominator:
- Percentile convention and small-sample limitations:
- All-eligible within-target rate and unanswered waiting age:
- Owner, backup and escalation responsibility:
- Capacity assumptions, arrival peaks and available handling minutes:
- Customer contact preferences and appropriate follow-up:
- Later qualification/customer outcomes, cohort age and confounding factors:
- One operational repair, owner and review date:

Do not count an automatic receipt as a staff response. Do not put zero in an unattempted delay field or hide a mature miss because no response timestamp exists. A missing log and a confirmed lack of response are different evidence states. Do not deliberately delay customers to create a comparison group.