> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360-initial-settings/sac-360-delay-alert.md).

# SAC 360° - Delay Alert

### What is Delay Alert?

The **Delay Alert** is a feature of SAC 360° that helps the team identify tickets that have exceeded the set deadline for response or resolution.

With this feature, delayed tickets are visually highlighted, making it easier to track pending requests and allowing faster actions to avoid impacts on the customer experience.

{% embed url="<https://youtu.be/Bm1Lu2qMJmg>" %}

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### How does it work?

The **Maximum Time** is used to define the acceptable limit for the **Waiting Time** and/or **Service Time** of a ticket.

When this limit is exceeded, the system generates a **Delay Alert**, allowing agents and managers to quickly identify the tickets that need priority attention.

Flagged tickets can be viewed both in the **List View** as well as in the **Kanban View**, making it easier to monitor the operational flow of service queues.

In addition, the **Maximum Time** is also used in the calculations of the indicators and metrics of the **SAC 360° Dashboards**, enabling monitoring of team performance, the number of delayed tickets, and compliance with established service levels.

<figure><img src="/files/ce9810e35221ef46502d34d5ca9d6a514ea4d1e5" alt="Modo Lista"><figcaption><p>List View</p></figcaption></figure>

<figure><img src="/files/2737dbfea8e4efc173e39762328baf47b3ec72ed" alt="Modo Kanban"><figcaption><p>Kanban View</p></figcaption></figure>

<figure><img src="/files/b579b5e4fc0dfd70826aeee5e96fc57e43aeec5d" alt=""><figcaption><p>Dashboard</p></figcaption></figure>

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### Benefits of Delay Alert

* Quick identification of pending tickets.
* Better control of service deadlines.
* Reduction of delays and operational bottlenecks.
* More efficient team tracking.
* Improvement in the quality and speed of customer service.

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### Conclusion

The **Delay Alert** is an essential tool for keeping service tickets under control within the established deadlines. With it, your team can act more proactively, increasing productivity and ensuring a better customer experience.


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