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Station 05SLA Clock

A clock on every ticket. A warning before it rings.

Set reply and resolution targets by channel, priority and customer type. Every ticket shows its own countdown, and the team lead hears about a miss while there is still time to stop it.

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SLA ClockSTATION 05
SLA Clock · today

First reply target

1 hr

Met today

96.4%

Avg first reply

41 sec

1 ticket will miss its target in 8 min. Priya has been notified.
Charged twice for order #88530 8 min left
Bulk order invoice needs GST number 38 min left
Missed call, voicemail transcribed 52 min left
Cancel subscription before renewal 102 min left

75%

Default point at which the first warning goes out

3 clocks

First reply, next reply and full resolution

Per hour

Business hours, holidays and time zones respected

Live

Breach risk shown on every view in the queue

The route

Targets that keep the queue honest.

  1. 01

    Set targets

    For example: WhatsApp first reply in 5 minutes, email in 2 hours, urgent anything in 15 minutes.

  2. 02

    Clock starts

    Each ticket gets its clock on arrival. AI replies count, so most clocks stop within a minute.

  3. 03

    Early warning

    At 75% of the target, the owner is nudged. At 90%, the team lead is told and can reassign in one click.

  4. 04

    Review

    Weekly reports show where targets slipped, by channel, desk, agent and hour of the day.

Everything that makes a target fair and useful.

6 compartments

Three kinds of clock

First reply, next reply and resolution, each with its own target per channel and priority.

Alerts that arrive early

In app, email or Slack alerts at the thresholds you pick, sent to the owner first and the lead second.

Business hours and holidays

Clocks pause outside working hours and on holidays you list, per team and per time zone.

Pause while waiting

When you are waiting on the customer, the clock pauses. It restarts the moment they reply.

Targets by customer type

Faster targets for priority customers or enterprise plans, pulled from your own data.

Reports that point to the cause

See which hour, channel or topic causes misses, not just a single percentage.

Policies

Write targets the way you promise them.

Most teams promise different speeds for different channels. Set each one once, and every ticket picks up the right target automatically.

  • Separate targets per channel and priority
  • Holiday calendars per region
  • Breach reasons captured for every miss
  • Exports for monthly reviews
SLA policy · Standard
ChannelFirst replyResolutionMet last week
WhatsApp5 min4 hrs98.2%
Website chat2 min2 hrs97.6%
Instagram15 min8 hrs95.1%
Email2 hrs24 hrs94.8%
Urgent, any channel15 min2 hrs91.0%
Counter notice

Asked at this station

Short, straight answers. If yours is not here, the Sorting Office replies within one working day.

01Does an AI reply stop the first reply clock?
Yes, if the AI gives a real answer. A holding message such as "we will get back to you" does not count unless you choose to count it.
02Can we have different targets per brand?
Yes. Each brand or region can have its own SLA policy and holiday calendar.
03Where do alerts go?
In the queue, by email, or to a Slack or Microsoft Teams channel. You choose per threshold.
04Can customers see the target?
If you like. You can show an expected reply time in the chat widget and in email auto replies.

Other stations in the sorting room

AI ResolverAnswers, actions and clean handoffsOne QueueEvery channel in one shared inboxKnowledge ShelfThe articles and policies the AI readsSmart RoutingBy topic, language, urgency and valueHappiness ScoreCSAT and AI answer quality reviewAgent AssistSummaries and drafted replies for your teamEvery station is included in Express and International.Seat Plans

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