Monitor SDR Performance & Speed-to-Lead in Real Time

Written by Knock Team • Last updated: Oct 31, 2025 • Version: v1.1

Who this is for: SDR Managers, Sales Leaders

Related: Qualify Before You Chat, AI Agents, Attribution & Performance

SDR leaders use Knock to see response time (speed-to-lead), who replied, and conversation quality, right inside Slack and the Knock dashboard. Missed or slow replies are automatically flagged so no lead gets ignored, and all metrics sync to your CRM for coaching and reporting.

What SDR Managers Can Track (at a glance)

• First-response time by rep and by channel (speed-to-lead)
• Who actually replied (vs. assigned owner)
• Conversation quality and tone (spot coaching moments)
• Unanswered chats auto-flagged for follow-up
• Pipeline influenced per rep over time (dashboard + CRM)

Set Your Speed-to-Lead SLA

• Define your SLA window: Reply within 3 minutes during business hours. After hours, AI offers a calendar link. Reps can join during working hours and continue the chat.
• Enable collaborative selling: any SDR in the channel can reply on behalf of the owner; Knock records Responding Rep separately for accurate reporting.
• Review daily in your CRM: list of breached replies, owner vs. responding rep, and outcomes; coach on first-reply quality.

How to Monitor SDR Performance Step-by-Step

Step 1: Join the “Knock Updates” Slack channel

This is your real-time feed of all incoming lead conversations.

For each new lead, you’ll see:

• The assigned rep (based on routing rules)
• Enriched lead data: name, role, company, size, industry, location
• Intent type (buying / support/ partnership..) and intent score
• CRM status: is the lead already in your system?
• The actual message(s) the lead sent to your team

Step 2: Drill into response times & who replied

You can drill into any conversation thread in Slack to:

• See how long it took a rep to respond
• View who responded (multiple reps may join depending on your routing setup)
• Monitor the quality and tone of the conversation

Step 3: Let Knock flag unanswered chats automatically

Knock automatically flags conversations that assigned to human rep and go unanswered:

• If no one responds within 3 minutes, the thread is highlighted in yellow and pinned in the Slack channel bookmarks
• Once a rep replies, the conversation is automatically un-pinned
• You can also run /find-lead in Slack to search by lead status, name, company, or rep

Use the Knock Dashboard for Coaching & Trendlines

Open the Knock Dashboard and go to the Connections tab.

There, you can:

• Compare response times across reps and date ranges
• See pipeline created by rep and channel
• Spot reps who need coaching or coverage help
• Track improvement over time after playbooks roll out

Speed-to-Lead Playbooks

• SLA safety net: If no human reply after a rep is added and the SLA window passes, AI posts your pre-configured conversion action (e.g., Book a demo) to keep momentum, then hands back when the rep responds.
• After-hours coverage: Outside working hours, AI provides the first response, offers calendar, and captures email/notes; the thread routes back to the owner in the morning.
• Deflect non-buyers: Job seekers → Hiring channel; existing customers with support → Support; vendors/partners → Partnerships. No CRM contact for rejected/no-fit leads.

Manager’s Daily Checklist (Speed-to-Lead)

• Review breached SLAs and assign next actions
• Skim quality of first replies; leave coaching notes
• Scan top wait reasons (coverage, ambiguity, routing) and fix the root cause
• Pull Responding Rep vs. Owner mismatches to balance load
• Celebrate fastest helpful replies in stand-up (positive reinforcement)

See Rep Metrics in Your CRM

• Knock: Rep Owner (assigned), Responding Rep (who replied)
• Knock: Rep Response Time (minutes, business-hours only; excludes bot rejections)
• Build CRM/BI reports for SLA compliance, response distribution, and pipeline per rep.

FAQs

On this page

• Monitor SDR Performance & Speed-to-Lead in Real Time
• What SDR Managers Can Track (at a glance)
• Set Your Speed-to-Lead SLA
• How to Monitor SDR Performance Step-by-Step
• Step 1: Join the “Knock Updates” Slack channel
• Step 2: Drill into response times & who replied
• Step 3: Let Knock flag unanswered chats automatically
• Use the Knock Dashboard for Coaching & Trendlines
• Speed-to-Lead Playbooks
• Manager’s Daily Checklist (Speed-to-Lead)
• See Rep Metrics in Your CRM
• FAQs
• How fast should SDRs reply?
• What if nobody replies in time?
• Can I see who actually replied vs. who was assigned?
• Where do I compare response times across reps?
• How does Knock ensure no lead goes unanswered?