Monitoring and alerts for KPIs and SLAs

Purpose of Automation:

1.1. Automate continuous monitoring of KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) specific to attorney referral response times, case acceptance rates, and client satisfaction.
1.2. Automate the generation, aggregation, and real-time reporting of metrics across platforms for compliance and service quality.
1.3. Automate alerts—escalations on SLA breaches, notifications on KPI milestones, and reminders for low-performing metrics—across multiple communication channels to prompt actions.
1.4. Automator maintains historical tracking and enables automated feedback loops for continuous improvement and audit-readiness.

Trigger Conditions:

2.1. Automatable event triggers: SLA time window breaches, KPI thresholds met or missed, or negative feedback submission.
2.2. Recurring schedulers automate daily/weekly/monthly analytic processing or reporting.
2.3. Automated data change detection in CRM, intake, or referral management system.
2.4. Automated anomaly detection by AI/machine learning or rule-based logic flags.

Platform Variants:

3.1. Twilio SMS
• Feature/Setting: Automate “Programmable Messaging” API to trigger SMS alert on SLA breach.

3.2. SendGrid
• Feature/Setting: Automate “Mail Send API” for email alerts when KPI falls below threshold.

3.3. Slack
• Feature/Setting: Automate “Incoming Webhooks” for channel notifications on major KPI achievement/slippage.

3.4. Microsoft Teams
• Feature/Setting: Automate “Incoming Webhook Connector” to post alerts to attorney channel.

3.5. Zendesk
• Feature/Setting: Automate “Triggers” to notify staff when client satisfaction drops below NPS target.

3.6. PagerDuty
• Feature/Setting: Automate “Events API v2” for escalation of unresolved cases near SLA breach.

3.7. Salesforce
• Feature/Setting: Automate “Process Builder” or “Flow” for internal automated notifications on KPI anomalies.

3.8. HubSpot
• Feature/Setting: Automate “Workflows” for automated reminders if case response time exceeds set limit.

3.9. Google Sheets
• Feature/Setting: Automate “App Script Triggers” to email weekly metrics digests.

3.10. Power BI
• Feature/Setting: Automate “Data Alert” to send push/email alert when dashboard value reaches target.

3.11. Tableau
• Feature/Setting: Automate “Data-Driven Alerts” on KPI visualization changes.

3.12. Intercom
• Feature/Setting: Automate “Event Webhooks” to notify of negative feedback or high ticket load.

3.13. Mailgun
• Feature/Setting: Automate “Event API” to trigger automated alert emails.

3.14. Zapier
• Feature/Setting: Automate “Zaps” for multi-step automated KPI alert workflows across apps.

3.15. Asana
• Feature/Setting: Automate “Rules” to assign tasks for follow-up when a monitored metric drops.

3.16. Monday.com
• Feature/Setting: Automate “Automations” for dashboard alerts to case managers.

3.17. Airtable
• Feature/Setting: Automate “Automation Triggers” on formula field changes for KPIs.

3.18. Freshdesk
• Feature/Setting: Automate “Supervisor Rules” to escalate overdue cases.

3.19. Jira
• Feature/Setting: Automate “Automation Rules” to add comments or assign issues if SLA is not met.

3.20. Google Chat
• Feature/Setting: Automate “Incoming Webhook” to alert managers on breach events.

Benefits:

4.1. Automated time-saving through monitoring and instant notification, reducing human oversight needs.
4.2. Automated improvement of SLA compliance and fast response to underperformance.
4.3. Automated feedback cycles drive accountability and service optimization.
4.4. Automator standardizes analytics, reduces manual reporting errors, and automates escalation, ensuring nothing is missed.
4.5. Facilitates automatable cross-platform notification and automates legal service excellence.