SAL-02 · SALES ISSUE DESK
Sales Issue Desk
Route any sales-floor problem · lead, inspection, allocation, commission, realtor or payment · with full SLA & escalation chain
3 urgent open
Open sales issues
18
Urgent
3
Resolved 30d
94
Avg resolution
6.8h
Escalations
2
Sales Issue Form
Submit a structured ticket to the right sales sub-team
Issue category
Lead assignmentInspection schedulingAllocation conflictCommission disputeRealtor complaintCustomer paymentDocument issueOther
Linked lead: Amaka Eze · L-2284
Linked estate: Lekki Pearl Gardens
Agents involved: Tunde A., Funmi O.
Realtor: Adesanya B.
Priority: High
Auto-routing: Sales Mgr + HR
SLA Routing Preview
Where this issue will travel & when it escalates
1
Submitted to Sales Issue Desk2
Auto-classified · Lead assignment3
Routed · Sales Manager (Lekki)4
Co-owner · HR (commission impact)5
SLA · 4h first response (High)6
Escalates → Sales Director after 12h idle7
Final escalation → Executive after 24hURGENT · 2HHIGH · 4HMED · 24HLOW · 72H
Sales issues · by category
Lead Assignment Problems
Double-assigned · Amaka Eze
Tunde A. + Funmi O. · commission conflict
Stuck unassigned · 14 leads
Routing rule missed · Abuja territory
Realtor lead claim · Adesanya B.
Disputes auto-routing to internal
Resolved · re-route Bola K.
Now owned by Tunde A. · diaspora handler
Inspection Scheduling Problems
Bus breakdown · 14 customers
Saturday Lekki tour cancelled · refunds owed
Slot overbooked · 11am Abuja
22 booked for 8-seat tour
Customer reschedule storm
9 customers moved to Nov 23 · capacity check
Resolved · agent absence backup
Hauwa S. covered Tope F.'s tour
Allocation Conflict Reports
Plot B14 promised to 2 customers
Lekki Pearl · Amaka E. & Chika O.
Allocation letter delayed · 12 cust.
Legal queue · 9-day backlog
Wrong block on letter · A07
Generated as A17 · re-issue requested
Resolved · plot swap B12↔B14
Both customers consented
Commission Dispute Reports
Nov cycle missing · 4 reps
₦2.4M unpaid · HR + Finance
Tier dispute · Adesanya B.
Realtor claims tier-2 not tier-3
Split commission unclear
Tunde A. & Funmi O. · same lead
Resolved · clawback reversed
Refund reversed → commission restored
Realtor Complaint Reports
Slow lead receipts · 3 realtors
Acknowledgement > 24h average
Bypassed by internal agent
Realtor lead closed without commission
Marketing kit out of date
Atlantic View brochure v2 needed
Resolved · onboarding stuck
New realtor activated · tier 2
Customer Payment Escalations
₦4.5M not reflecting · Chinedu O.
Zenith transfer Nov 10 · customer threatening cancel
Refund threat · 4 customers
Allocation delay · Legal looped
22 customers · slipping plan
₦48M next-month exposure
Receipt mismatch · ₦950K
Paystack reference unmatched · ops reconciling
Recent Sales Issues
Latest 8 tickets across the sales team
| Issue | Title | Category | Owner | Age | Priority |
|---|---|---|---|---|---|
| SAL-ISS-0421 | ₦4.5M payment not reflecting · B14 | Payment | Tunde A. | 12m | Urgent |
| SAL-ISS-0420 | Lead double-assigned · Amaka Eze | Lead assign | Sales Mgr | 1h | High |
| SAL-ISS-0418 | Inspection bus broke down · 14 cust | Inspection | Ops + Sales | 2h | Urgent |
| SAL-ISS-0417 | Plot B14 double-allocated | Allocation | Legal | 5h | Urgent |
| SAL-ISS-0415 | Nov commission missing · 4 reps | Commission | HR/Finance | 1d | High |
| SAL-ISS-0413 | Realtor bypass · Adesanya B. | Realtor | Sales Director | 1d | High |
| SAL-ISS-0412 | Allocation letter delay · 12 cust | Allocation | Legal | 2d | Medium |
| SAL-ISS-0410 | Realtor tier dispute · Adesanya | Realtor | Sales Mgr | 3d | Medium |
Issue Priority Board
Kanban view · drag to reassign · live SLA timers
Urgent
3SAL-0421 · ₦4.5M not reflected
SAL-0418 · Bus broke down
SAL-0417 · Double allocation B14
High
3SAL-0420 · Lead double-assign
SAL-0415 · Nov commission
SAL-0413 · Realtor bypass
Medium
3SAL-0412 · Allocation letters
SAL-0410 · Tier dispute
SAL-0408 · Receipt mismatch
Resolved (24h)
3SAL-0405 · Reassign Bola K.
SAL-0402 · Tour backup
SAL-0398 · Clawback reversed
Mean time to ack
14m
Mean time to resolve
6.8h
SLA breach (30d)
4%
Re-open rate
2.1%
Sales Issue Control Dashboard
Operator-level posture · live across every sales sub-system
Open · Lead
5
Open · Inspection
3
Open · Allocation
4
Open · Commission
2
Open · Realtor
2
Open · Payment
2
Inflow · 7d
58
+12 vs prior
Resolved · 7d
62
net -4
P95 resolution
22h
goal 24h
Auto-routed
84%
rule engine
Ticket Severity Matrix
Impact × likelihood · darker = highest exposure
Likelihood: Rare → Almost certain
Catastrophic
Severe
Major
Moderate
Minor
Catastrophic open
1
₦4.5M payment
Severe open
4
Major open
7
Moderate/Minor
6
SLA Escalation Timeline
#1T+0 · Ticket created
#2T+15m · Auto-classify + route
#3T+1h · Owner ack required (Urgent)
#4T+4h · First response due (High)
#5T+12h · Idle → Sales Director ping
#6T+24h · Executive paged
#7T+48h · Legal/Finance co-owner
Department Routing Map
Where each category lands by default · co-owners shown
Lead assignment
Owner: Sales Manager
Co: HR (commission)
SLA 4h
Inspection scheduling
Owner: Sales Ops Lead
Co: Logistics
SLA 2h
Allocation conflict
Owner: Legal
Co: Sales Director
SLA 1h
Commission dispute
Owner: HR
Co: Finance
SLA 24h
Realtor complaint
Owner: Sales Director
Co: Marketing
SLA 12h
Customer payment
Owner: Finance
Co: Sales Manager
SLA 1h
Document issue
Owner: Legal Docs
Co: Customer Success
SLA 24h
Other
Owner: Sales Issue Desk
Co: —
SLA 48h
Open issues · 12-week trend by category
Sustained increases → process bug, not noise
Agent Dispute Tracker
| Agent | Disputes | Open | Won | Lost | Exposure |
|---|---|---|---|---|---|
| Tope Folarin | 6 | 3 | 1 | 2 | ₦4.2M |
| Adesanya B. (realtor) | 5 | 2 | 2 | 1 | ₦2.8M |
| Funmi Olawale | 3 | 1 | 2 | 0 | ₦1.4M |
| Tunde Akinwale | 2 | 0 | 2 | 0 | ₦0.8M |
| Hauwa Sani | 2 | 1 | 1 | 0 | ₦0.6M |
Commission Conflict Panel
Nov cycle missing · 4 reps
HR + Finance · pending payroll batch
Tier dispute · Adesanya B.
Tier-2 vs tier-3 · 6 deals affected
Split unclear · Amaka E. deal
Tunde A. ↔ Funmi O.
Clawback challenge · Bola K.
Refund cancelled · restore commission
Inspection Failure Reports
Bus breakdown · 14 customers
Lekki tour · refunds + reschedule offered
Overbooked 11am · Abuja
22 booked / 8-seat tour
Agent absence · Tope F.
Hauwa covered · 6 customers happy
No-show storm · 9 customers
Auto-rebooked Nov 23
Customer Complaint Intelligence
Top complaint themepayment not reflecting
38% of last-30d complaints
2nd themeallocation letter delay
22% · Legal queue
3rd thememissed follow-up
14% · weekend coverage
Sentiment 7d-8 pts
model v2 · sample 412
Recent Resolved Issue Archive
Last 8 closed tickets · root cause + corrective action
| Ticket | Title | Root cause | Corrective action | TTR | Closed by |
|---|---|---|---|---|---|
| SAL-0405 | Reassign · Bola K. diaspora | Routing rule missed UK timezone | Added 'diaspora_uk' tag → Tunde A. | 3.4h | Sales Mgr |
| SAL-0402 | Tour backup · Tope absent | No backup roster | Saturday backup roster live | 2.1h | Sales Ops |
| SAL-0398 | Clawback reversed · Bola K. | Refund auto-clawback fired | Manual review gate for <14d refunds | 5.2h | HR |
| SAL-0394 | Letter A07 wrong block | Template variable mis-bound | Block validator added to generator | 1.6h | Legal Docs |
| SAL-0391 | Realtor onboarding stuck | KYC doc rejected silently | Status notif now WhatsApp + email | 8.4h | Marketing |
| SAL-0388 | Inspection bus late | Vendor SLA breach | Vendor swapped + penalty clause | 1.1h | Logistics |
| SAL-0384 | Refund threat · Lekki x2 | Allocation 9d delay | Legal added Sat shift | 14h | Legal |
| SAL-0381 | Receipt mismatch ₦950K | Paystack ref unmatched | Reconciler nightly cron | 6.8h | Finance |