Chili Piper can track whether a rep hit an SLA threshold, but there's no way to see the actual time elapsed between lead assignment and first contact. Admins know if the SLA was missed, not by how much or on average.

Chili Piper should surface time-to-contact as a reportable metric, showing how long it took each rep to reach out after a lead was assigned, with per-rep averages available for benchmarking and coaching.

SLA compliance is a binary signal. Actual response time data is what teams need to identify patterns, set realistic targets, and hold reps accountable in a meaningful way.