Sales Discipline

Documentation

What it does

Sales Discipline makes sure every lead is called on time, no open lead is ever left without a follow-up, and calls are not pushed to another day without a reason. Every breach can create a deduction that an administrator approves before it reaches payroll — and everything is measured in reports and dashlets.

Main features

• Lead first-call SLA — when a lead is assigned to a rep, a planned call is created and the rep is notified to call within N working minutes (default 30), with a reminder before the deadline. Time counts only inside working hours and days.
• Escalation — if the rep does not call in time, the call is closed as "SLA Expired", a pending deduction is registered (default 50) and the lead returns to whoever assigned it, the direct manager, or the next employee by round-robin (with a fresh SLA).
• Every open lead always has a planned call — on re-assignment the old owner's open calls are closed and the new owner gets a call; closing a call requires the next follow-up date (or creates one automatically); a Dead lead's calls are closed; the last open call of an open lead cannot be deleted; an hourly check fixes any lead left without a call.
• Today's calls lock — reps cannot move today's calls to another day or delete them. After working hours, still-planned calls become "Missed" (optional deduction per call) and managers get a summary.
• Postponement Requests — a rep requests moving calls to another day, linked to an approved HR permission (any entity you choose). Valid requests are approved automatically; others by the direct manager. Above the free monthly quota a deduction is applied (fixed or % of daily salary).
• System Deductions — one ledger for every automatic deduction (also from your workflows), linked to the call/task/lead that caused it. Every deduction starts Pending; only admins approve (one by one or in bulk).
• Payroll integration — if your CRM has a Salary entity (e.g. FM HR), approved deductions are added to the monthly salary; the deducted total can be edited, estimated or set to 0, and the net salary follows.
• Reports & 5 dashlets — SLA compliance, average first response, calls by outcome, daily trend, deductions, live SLA countdown, overdue calls, leads without a call, CSV export. Admin sees all, managers their team, reps themselves.
• Arabic and English.

How to use

• 1. Install the extension, then open Administration → Sales Discipline Settings: working hours and days, SLA minutes, deduction amounts, closed lead statuses (default Dead), next follow-up required, round-robin users, postponement quota and the HR permission / salary source (chosen from drop-downs).
• 2. On each sales user (Users → user → "Sales Discipline" panel) tick Sales Discipline Rules and set the Direct Manager (Sales); optionally the monthly salary.
• 3. Give sales managers Assignment Permission in their role, and give Sales Discipline Reports access to whoever should see reports.
• 4. Make sure the EspoCRM cron runs every minute (the SLA and end-of-day checks are scheduled jobs).
• 5. Reps work as usual: close calls with a result and a Next Follow-up; request postponements from the Postponement Requests tab.
• 6. Admins review System Deductions (filter Pending → select → Approve) and follow the Sales Discipline Reports tab or add the dashlets to the home page.

Settings & permissions

• All rules can be switched on/off and tuned from the settings page.
• Formula functions for workflows: fmDeduction\create(USER_ID, AMOUNT, REASON, SOURCE, PARENT_TYPE, PARENT_ID) and fmDeduction\approvedTotal(USER_ID, 'YYYY-MM').
• Admin tool on the System Deductions list: Import from HR Cases — moves old automatic deductions saved as HR records into the ledger.

Notes

• EspoCRM 8.0+ and PHP 8.1+. The module stays inactive until it is installed through Administration → Extensions.
• Payroll integration needs a Salary entity with salaryOf, netSalary and penalty fields; without it deductions are still tracked and available via formula.