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Billing

Two billing pages: Hours for the billable-hours ledger that drives client invoicing, and SLA for service-level agreement targets and scorecard.

Hours​

/billing/hours

The billable-hours ledger broken down by client account, LOB, and employee.

  • Summary view — totals for regular, overtime, and stat-holiday hours
  • Detail view — scrollable table of every contributing time entry
  • Filters — date range, employee search
  • CSV export — for sending to finance / posting to the accounting system

Hours are pulled from approved timesheets and locked pay periods in Time & Attendance — a period must be locked before its hours flow to billing, which guarantees the invoice ties to a frozen source.

SLA​

/billing/sla

Three tabs.

Targets​

Per client / LOB metric thresholds. Define what "good" looks like — e.g., "Adherence ≥ 92%", "QA score ≥ 85%", "CSAT ≥ 4.2/5". Each row shows metric, period type (daily / weekly / monthly), and the current value with a trend arrow.

Scorecard​

KPI cards for the four standard SLA metrics:

  • Adherence
  • Coverage
  • QA
  • CSAT

Each card shows the current period's value vs. the target, with a trend arrow vs. the prior period. This is the page to send a client for an SLA review meeting.

Manual entry​

For metrics that don't auto-populate from FrontLine — typically QA and CSAT scores entered from external tools — submit values via the manual entry form. Captured values feed into the Scorecard view.