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Help center › Workflow

Desks and SLAs

Desks with members and an assignment mode; each stage's SLA and escalation chain; business hours.

At a glance

Where
Workflow › Desks and SLAs (/app/workflow/setup)
Who
Readable by Operations and Admins; only Admins change desks and SLAs. Operations and Admins can set others off desk. Roles and permissions

Try it in the demo A private sandbox firm, no sign-up. Simulated data only.

On this page
Desks and SLAs
Desks with their head, assignment mode and members; each stage's SLA and escalation.

Desks

A desk is a queue with members. Items routed to a desk are assigned round-robin or to the least loaded member who is on desk. Each desk has a head (the first escalation). Admins create desks, add members and choose the mode. Anyone can go off desk (Operations and Admins can set others): their open items are re-routed to an available colleague, or back to the queue.

Stages, SLAs and escalation

Each stage has a default SLA and an escalation chain: after the SLA to the desk head, after twice the SLA to the Admins. Admins can change them per stage; a workflow rule can set its own. Defaults:

ItemStageSLA
OrderCompliance (write an override reason, or resize)15 minutes
OrderApproval30 minutes
OrderTrader assignment (release to the simulated market)15 minutes
OrderAllocation (Operations confirms)1 hour
Soft-rule overrideCompliance decision30 minutes
Compliance ruleSign-off1 day
ViolationOpen / Acknowledged / Escalated4 hours / 1 day / 8 hours
Data batch or feed file heldReview1 hour / 30 minutes
Access reviewSign-off2 days
ExceptionOpen1 hour

Business hours

Timers count business hours (08:00 to 18:00 New York on the firm's business days, US holidays and the firm's own closed days skipped) or run around the clock if the firm chooses. The scheduler checks timers every minute and sends escalations by notification and email.

  • The workflow monitor Everything in flight that waits on a person, with its stage, owner, age, SLA, what blocks it and the next action; claim, reassign, escalate and comment.
  • Workflow rules Conditions and actions that decide approvals, queues, assignment, priority and SLAs; drafted in a sentence or a form, replayed on a test bench, signed off by an Admin (and Compliance when weaker).
  • Bottlenecks Where items wait: per-stage counts, average and 90th-percentile times, SLA breaches, the busiest approvers and rule ideas.
  • Firm settings The thresholds that decide when a person must approve, AI use and retention, surveillance parameters and rule sign-off.

Do it with the API

Every action on this screen can also be done by your own systems, under the same permissions. See Authentication to get a token.

Paper trading only: orders and fills in Vestoris are simulated. Nothing here is investment advice.