Set response-time policies
Create practical SLA policies, watch breaches, and keep response targets visible to the team.
An invoice question arrives just before the TopSoft4U support shift ends. Does the response clock keep running overnight? Your SLA policy decides. Start with targets the team can meet on ordinary days, and make missed targets visible so you can understand why they happened.
Check the policy list
Open Response time targets (SLA) → Response policies. You can set separate targets for the first reply, subsequent replies and resolution. Order matters when more than one policy matches a conversation, so check priority as well as the conditions and enabled state before adjusting a timer.
Review breaches separately
Open Response time targets (SLA) → Missed targets to investigate a missed deadline. Look at the conversation, assigned operator and which target expired. Don't simply extend the SLA. If several breaches occurred during an uncovered shift, review business hours and staffing before changing the policy.
Create a policy
Select Create Policy to open the policy form. Enter the first-response, next-response, and resolution targets in minutes, choose a priority, and add any conversation conditions the policy should match. Support hours only pauses the SLA clock outside the schedule of the site that owns the conversation. When that site has no configured schedule, Convor falls back to full weekdays in UTC and pauses at weekends. Before reviewing breaches, set the site's working hours and timezone using the Business hours guide.
Match an SLA to the right conversations
The three time targets use minutes, with supported values from 1 to 10,080 minutes (seven days). Each policy has a name, priority and enabled state. You can also filter which conversations qualify by tags and departments. Department selection is available when your plan includes departments and you've configured them.
For TopSoft4U, an invoice question tagged billing might need a different response target from a technical problem. Give an urgent policy a shorter first-response goal, then test which policy actually matches a tagged conversation. When the expected timer is absent, check the conditions and enabled state before changing the target.
What to do after saving
Start small. One default policy and another for urgent billing issues give the team a useful baseline. After a week, compare breaches against staffed hours and actual queue volume before adding new exceptions.
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