Overview
SLA Timers provide visibility into how long each phase of a dispatch task takes and alert teams when a task exceeds expected time limits.
They help dispatchers and operations teams monitor time‑sensitive work without needing to manually track every active task.
What are SLA Timers?
SLA Timers track the elapsed time for different phases of a dispatch task, such as:
- time to accept a task,
- travel time,
- time spent on site.
Each timer is measured against a defined threshold to determine whether a task is progressing within expected limits.
What happens when an SLA is exceeded?
When an SLA Timer exceeds its threshold:
- the system automatically triggers a Call to Action,
- dispatchers are alerted that the task may require attention or intervention.
This ensures potential issues are surfaced immediately, rather than discovered after delays have already occurred.
Why SLA Timers are important
SLA Timers provide real‑time visibility into dispatch performance.
Instead of continuously monitoring every task:
- teams are alerted only when something falls outside expected limits,
- missed SLAs are reduced,
- corrective action can be taken sooner.
This supports more consistent response times and clearer operational oversight.
Who this impacts
SLA Timers are most relevant for:
- Dispatchers, who monitor active dispatches and respond to alerts,
- Administrators, who oversee dispatch performance and time‑sensitive workflows.
They help both roles focus attention where it is most needed.
How SLA Timers fit with dispatch workflows
SLA Timers operate alongside dispatch workflows to provide visibility across the full lifecycle of a task.
As dispatches progress through different phases, SLA Timers help ensure response time remains measurable and visible throughout.