#!/usr/bin/env python3 """Reproduce SoftwareInspect's invented sales handoff SLA examples. Run with Python 3.9+ and an IANA timezone database: python3 sales-handoff-sla.py > sales-handoff-sla.json This is an educational calculation, not a CRM integration or production SLA engine. Weekdays 09:00-17:00 Europe/Oslo; no holidays or calendar exceptions. Inputs deliberately exercise the October 25, 2026 daylight-saving transition. All records are invented. Clock origin remains handoff_ready_at on reassignment. """ import json from datetime import datetime, time, timedelta, timezone from zoneinfo import ZoneInfo ZONE = ZoneInfo("Europe/Oslo") UTC = timezone.utc DECISION_TARGET = 30 OUTREACH_TARGET = 60 def stamp(value): return datetime.fromisoformat(value).replace(tzinfo=ZONE) def business_minutes(start, end): """Count overlap with each local weekday window, comparing instants in UTC.""" assert end.astimezone(UTC) >= start.astimezone(UTC) day = start.astimezone(ZONE).date() total = 0 while day <= end.astimezone(ZONE).date(): if day.weekday() < 5: opening = datetime.combine(day, time(9), ZONE).astimezone(UTC) closing = datetime.combine(day, time(17), ZONE).astimezone(UTC) lower = max(start.astimezone(UTC), opening) upper = min(end.astimezone(UTC), closing) total += max(0, (upper - lower).total_seconds() / 60) day += timedelta(days=1) assert total == int(total) return int(total) def build_inputs(): standard = { "handoff_ready_at": "2026-10-19T09:00", "accepted_at": "2026-10-19T09:10", "first_sales_touch_at": "2026-10-19T09:35", "as_of": "2026-10-19T10:30", } changes = [ ("H01", "Ordinary accepted handoff", {}), ("H02", "Friday handoff, Monday action across DST change", { "handoff_ready_at": "2026-10-23T16:50", "accepted_at": "2026-10-26T09:10", "first_sales_touch_at": "2026-10-26T09:35", "as_of": "2026-10-26T10:30", }), ("H03", "After-hours handoff", { "handoff_ready_at": "2026-10-19T17:20", "accepted_at": "2026-10-20T09:15", "first_sales_touch_at": "2026-10-20T09:50", "as_of": "2026-10-20T10:30", }), ("H04", "Accepted but no sales touch", { "accepted_at": "2026-10-19T09:05", "first_sales_touch_at": None, }), ("H05", "Valid timing rejection", { "accepted_at": None, "first_sales_touch_at": None, "rejected_at": "2026-10-19T09:20", "reason": "timing", "rejection_note": "Invented prospect asks to revisit in November", "review_on": "2026-11-02", }), ("H06", "Incomplete rejection remains pending", { "accepted_at": None, "first_sales_touch_at": None, "rejected_at": "2026-10-19T09:20", "reason": None, "rejection_note": None, }), ("H07", "Late acceptance and late sales touch", { "accepted_at": "2026-10-19T09:45", "first_sales_touch_at": "2026-10-19T10:10", }), ("H08", "Owner change does not restart either clock", { "owner_changed_at": "2026-10-19T09:25", "accepted_at": "2026-10-19T09:40", "first_sales_touch_at": "2026-10-19T09:55", }), ("H09", "Automatic receipt does not count as a sales touch", { "automatic_receipt_at": "2026-10-19T09:01", "first_sales_touch_at": None, }), ("H10", "Sales touch exactly at the target", { "first_sales_touch_at": "2026-10-19T10:00", }), ] return [dict(standard, id=key, case=case, **change) for key, case, change in changes] def evaluate(row): ready, cutoff = stamp(row["handoff_ready_at"]), stamp(row["as_of"]) accepted = row.get("accepted_at") rejected = (row.get("rejected_at") and row.get("reason") and row.get("rejection_note") and (row["reason"] != "timing" or row.get("review_on"))) assert not (accepted and rejected) decision_at = accepted or (row["rejected_at"] if rejected else None) decision_age = business_minutes(ready, stamp(decision_at) if decision_at else cutoff) decision_status = ("met" if decision_age <= DECISION_TARGET else "late") if decision_at else ( "pending_overdue" if decision_age > DECISION_TARGET else "pending") touch_at = row.get("first_sales_touch_at") if accepted else None touch_age = business_minutes(ready, stamp(touch_at) if touch_at else cutoff) if accepted else None touch_status = ("met" if touch_age <= OUTREACH_TARGET else "late") if touch_at else ( "pending_overdue" if touch_age > OUTREACH_TARGET else "pending") if accepted else "not_applicable" elapsed = int((stamp(touch_at).astimezone(UTC) - ready.astimezone(UTC)).total_seconds() / 60) if touch_at else None return { "id": row["id"], "disposition": "accepted" if accepted else "rejected" if rejected else "pending", "decision_minutes": decision_age, "decision_status": decision_status, "sales_touch_minutes": touch_age, "sales_touch_status": touch_status, "elapsed_minutes_to_sales_touch": elapsed, } def run(): inputs = build_inputs() results = [evaluate(row) for row in inputs] expected = [ (10, "met", 35, "met"), (20, "met", 45, "met"), (15, "met", 50, "met"), (5, "met", 90, "pending_overdue"), (20, "met", None, "not_applicable"), (90, "pending_overdue", None, "not_applicable"), (45, "late", 70, "late"), (40, "late", 55, "met"), (10, "met", 90, "pending_overdue"), (10, "met", 60, "met"), ] for row, wanted in zip(results, expected): assert tuple(row[k] for k in ("decision_minutes", "decision_status", "sales_touch_minutes", "sales_touch_status")) == wanted assert results[1]["elapsed_minutes_to_sales_touch"] == 3945 summary = { "handoffs": len(results), "accepted": sum(r["disposition"] == "accepted" for r in results), "rejected": sum(r["disposition"] == "rejected" for r in results), "pending_decision": sum(r["disposition"] == "pending" for r in results), "decision_met": sum(r["decision_status"] == "met" for r in results), "decision_late": sum(r["decision_status"] == "late" for r in results), "decision_pending_overdue": sum(r["decision_status"] == "pending_overdue" for r in results), "sales_touch_met": sum(r["sales_touch_status"] == "met" for r in results), "sales_touch_late": sum(r["sales_touch_status"] == "late" for r in results), "sales_touch_pending_overdue": sum(r["sales_touch_status"] == "pending_overdue" for r in results), } assert summary == dict(handoffs=10, accepted=8, rejected=1, pending_decision=1, decision_met=7, decision_late=2, decision_pending_overdue=1, sales_touch_met=5, sales_touch_late=1, sales_touch_pending_overdue=2) return { "method": {"data": "invented educational handoffs, not customer observations", "executed_on": "2026-10-17", "timezone": "Europe/Oslo", "coverage": "Monday-Friday 09:00-17:00; no holidays", "decision_target_minutes": DECISION_TARGET, "sales_touch_target_minutes": OUTREACH_TARGET, "clock_origin": "handoff_ready_at; owner changes do not reset", "target_boundary": "at or before target counts as met", "limitations": "No live CRM, holiday calendar, outcome benchmark, event ingestion, persistence or concurrency test"}, "inputs": inputs, "results": results, "summary": summary, } if __name__ == "__main__": print(json.dumps(run(), indent=2))