[Intum Help](https://intum.com/help.md) / [Billing](https://intum.com/help/billing.md)

# [Monitoring Response Times](https://intum.com/help/billing/monitoring-response-times.md)

## The Problem

Dozens of messages come in every day - client emails, helpdesk tickets, live chats, phone calls. All it takes is someone being busy or missing a notification, and a request sits unanswered. The client waits, the issue stalls.

Manual monitoring doesn't work. Nobody can watch all channels and check who responded to whom and who didn't.

## How Intum Monitors Response Times

The system automatically monitors requests across all communication channels and reacts when nobody responds within the designated time. It runs in the background, checks every 5 minutes, and requires no manual oversight.

The mechanism is based on [escalation policies](../automatyzacja/eskalacja-ticketow) - sets of rules that define who should be notified and when. E.g., after 10 minutes a notification for the agent, after 30 minutes an email to the team lead, after an hour an email to the director.

## What Is Monitored?

- **Tickets (Helpdesk)** - a client submitted a request and nobody is responding. The main and most common case. Configuration details in a separate article: [Ticket Escalation](../automatyzacja/eskalacja-ticketow)
- **Emails (Mail)** - messages waiting for a reply in mailboxes. You can also enable an [autoresponder](../mail/autoresponder) during absences
- **Live chats (Webchat)** - conversations with clients on the website. Response time here is critical - the client is waiting in the chat window
- **Phone calls (VoIP)** - missed calls and unreturned calls
- **Clients and deals (CRM)** - client activity requiring a response from the account manager (new email, approaching deal deadline)
- **Tasks (Organize)** - tasks past their deadline or waiting for a response

In every case the mechanism is the same - if the responsible person doesn't react, the system escalates the issue.

## What Happens When Nobody Responds?

The system executes the steps defined in the escalation policy, one after another:

1. In-system notification for the responsible person ("you have an unanswered request")
2. Email to the supervisor ("there's a request in the team without a response for 30 minutes")
3. Email to the director ("nobody has responded to the client for an hour")

Each step has a configured delay time. If someone responds in the meantime - the escalation ends automatically.

Someone can also click **"I'm on it"** - this stops the escalation because it's known that someone is already working on it.

## Connection with Absences

If someone is on vacation, there's no point waiting for the SLA timer to expire - it's known they won't respond. The system recognizes [absences](../automatyzacja/nieobecnosci-i-zastepstwa) and reacts faster:

- A person marked themselves as unavailable - the escalation skips them and immediately notifies the next person
- The system detected a lack of activity - it shortens the wait time because it knows this person probably isn't working

## Escalation Dashboard

You can find an overview of active ticket escalations in **Automation -> Dashboard**. It shows how many requests are waiting for a response, how many someone is already handling, and how many were resolved today.

## Company Pulse

Pulse is a dashboard that aggregates all communication channels in one place. Instead of jumping between Helpdesk, Mail, CRM, and Tasks, you see a single list: what in the company is waiting for a response, how urgent it is, and who should react.

Find it in **Automation -> Pulse**.

### What You See

A single list sorted by urgency - the most overdue items at the top. Each row is a single request, regardless of which channel it came from:

- Channel icon (ticket, email, chat, phone, CRM, task)
- Title or excerpt of the request
- Who is responsible
- How long it's been waiting for a response
- Time bar - how long until the next escalation step

Color coding of time bars gives a quick overview:
- Green - within limits, there's still time
- Yellow - deadline approaching, worth reacting
- Red - overdue, nobody has responded

Each request has an **"I'm on it"** button - one click and the escalation stops.

### Filters

- **By channel** - e.g., show only tickets and emails
- **By person** - requests assigned to a specific user
- **By team** - everything belonging to people from a given team
- **By status** - only overdue, only within limits, only confirmed

A manager filters by their team and sees the workload. A director sees the entire company. An agent sees their requests from all channels in one place.

### Statistics

At the top of the dashboard, a summary:
- How many requests are currently waiting for a response
- How many are overdue
- Average response time today
- How many were resolved today

## Tips

- Start with tickets - it's the most common case and easiest to configure. Add other channels later
- Set realistic times - if the average response is 10 minutes, escalation after 20 minutes gives a buffer without false alarms
- Important clients can have faster escalation - set a separate policy for them in CRM
- Combine with [absences and substitutes](../automatyzacja/nieobecnosci-i-zastepstwa) so the system reacts immediately when someone is away
- Pulse is a great place for a morning review - one glance and you know what needs attention