# Response Time & Speed-to-Lead SLA Analytics

**Document Version:** 1.0.0 (Phase 14)

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## 1. Response Tracking Architecture

1. When a lead is created, `leads.created_at` establishes the baseline.
2. Upon first outbound message, email, note, or manual follow-up completion, `first_contacted_at` and `first_response_seconds` are persisted.

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## 2. Speed-to-Lead Benchmarks

- **Average Response Time:** Arithmetic mean across responded leads.
- **Median Response Time:** Midpoint eliminating extreme outliers.
- **SLA Target:** Configured in `workspaces.response_sla_target_minutes` (default 15 minutes).