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Timers

Customers won't wait just because the shift is 'fast on average'

Average report FRT can look green while your VIP customer sits waiting. volbor runs active timers on every conversation: first response, next reply, resolution, and idle time. Track shift-wide health on Live View.

Open dashboardTicket lifecycle

Four Clocks

FRT, NRT, TTR, and Idle measure different realities

First response isn't resolution. Pausing while waiting for warehouse updates shouldn't penalize your agent.

FRT

First Response Time

From incoming message to the first human or assistant reply. Latched once, never resets.

NRT

Next Response Time

Prevents the classic pitfall: greeting in 60 seconds and disappearing for half an hour mid-checkout.

TTR

Time to Resolution

From ticket open to resolved. Pinpoints bottlenecks when requests sit with logistics or accounting.

Idle

Customer Inactivity

Automated follow-up after 24 hours and auto-archive if unanswered. Keeps queues clean of zombie chats.

Business Hours & Pauses

Overnight tickets don't burn the morning shift

Live agent timers start when the business shift opens, not at 3:00 AM. 'Awaiting warehouse' pauses TTR while parts are in transit — no manual clock tampering.[1]

Department Schedules

Weekdays 9:00 AM – 9:00 PM. Weekends don't tick against targets when configured in rules.

Reason-Based Pauses

Regulated pause reasons only: warehouse, engineering, awaiting customer. Arbitrary manual resets are locked.

Escalation Matrix

20% time remaining notifies a mentor. A breach alerts the incident channel

A VIP tier can have a 2-minute FRT, while standard accounts get 15 minutes. Segment-based rules, not one-size-fits-all.[2]

  1. 1

    Frontline

    SLA target assigned to the agent. Card remains green.

  2. 2

    Senior Agent

    20% time remaining — push notification sent to mentor.[3]

  3. 3

    Team Lead

    SLA breach: automated alert routed to the incident channel.

  4. 4

    Major Incident

    Similar tickets grouped and escalated as an outage.

Scenario

Delivery delay without wasting clock time during pauses

  1. Customer inquires about a waybill. Tier-1 agent responds in 25 seconds; FRT latches.[4]
  2. Status set to 'Awaiting warehouse': TTR pauses; the agent isn't penalized for shipping delays.
  3. Warehouse confirms status — timer resumes. New tracking link sent, ticket resolved, CSAT survey delivered.

Inbox Visuals

Card color reflects remaining time, not agent mood

Green means plenty of time. Yellow indicates ~80% elapsed. Red signals a breach. Urgent tickets automatically float to the top.[3]

  • On track
  • 80%
  • Breached

Granular SLA, Not Live View

SLA compliance belongs in reports. This screen manages active tickets

Department percentages, speed rankings, and reopened rate live in custom reports and ops analytics. This page defines timer rules and escalation workflows for individual conversations.

Live Shift ViewCustom Report Builder

FAQ

Timer Rules

Different SLAs for VIP tiers?

Yes: segment by CRM deal size, lifecycle stage, or subscription plan. Example: 2 minutes vs. 15 minutes.[2]

How are overnight messages handled?

An automated bot can answer immediately. The live-agent timer only begins when the morning shift starts.

Can agents manually adjust timers?

No. Clocks pause only when switching to approved pause statuses with documented reasons.

What happens when transferring to another department?

Tier-1 FRT remains latched. The target department receives a fresh SLA target tailored to their tier.

Is this the supervisor view with all active queues?

No. This view configures conversation-level timers. Real-time queue monitoring lives in Live View.

Related Solutions

Clocks without intelligent routing and QA are blind

Timers don't replace queue routing, quality assurance, or priority views.

Unified Inbox

Why it mattersDeadline color codes displayed directly on conversation cards.

Without itSLA rules exist, but agents have zero visibility.

Routing & Collaboration

Why it mattersAt-risk tickets reassign to available agents instead of idling on absent staff.

Without itEscalation alerts fire, but tickets sit unhandled.

Folders & Views

Why it mattersCurate 'Urgent' smart views based on remaining SLA time.

Without itCritical breached tickets sink in the general feed.

Auto-QA

Why it mattersFast answers can still be unhelpful. Evaluate conversations against quality benchmarks.

Without itFRT looks green, but customer churns due to poor tone.

Lead Scoring

Why it mattersEnforce strict speed-to-lead for high-value prospects instead of a generic 15-minute SLA.

Without itVIP leads wait in line behind spam.

Custom Reports

Why it mattersAnalyze historical SLA compliance across teams and shifts.

Without itClocks tick, but leadership never sees weekly compliance trends.

Get Started

Set FRT targets and a 'warehouse pause' rule

Without pause reasons, agents get penalized for logistics delays. Without escalations, you learn about breaches from negative reviews.

Open dashboard

Methodology & Notes

Where numbers on this page come from

  1. [1]
    Timers stop outside business hours and during approved pause statuses

    Core SLA engine behavior in volbor: department calendar schedules and documented pending statuses. Arbitrary manual clock resets are prohibited.

  2. [2]
    VIP 2 minutes, standard 15 minutes

    Example configuration of FRT thresholds by customer segment, not a hardcoded product restriction.

  3. [3]
    Yellow warning at ~80% elapsed time, mentor alert at ~20% remaining time

    Visual warning and escalation thresholds used in this page's example. Specific percentages are configurable per queue rule.

  4. [4]
    Frontline agent responded in 25 seconds

    Walkthrough step from the delivery delay scenario on this page, not a platform-wide P95 average.