--- title: Timer-based Rules Configuration slug: contact-center/timer-based-rules-configuration docTags: 3N6ObmPi0ryWSu19SAhDj,EGJSTAYxLY880ksufdgEA,LKhN77xB-umdbJvAoc-21 createdAt: 2025-09-26T03:47:09.407Z --- # Overview: **Timer-based Rules** are automated processes that execute at regular, scheduled intervals, unlike Event-based Rules which run instantly upon a trigger. These rules are executed only on tickets that meet a defined set of conditions, making them ideal for monitoring ticket status, checking SLA breaches, and performing time-sensitive actions like escalation or notification. ## Key Benefits: - **SLA Enforcement:** Automatically monitors time-based metrics (e.g., hours since creation, first response due) to ensure service level agreements are met. - **Proactive Follow-up:** Enables scheduled actions like sending reminders to agents or customers after a period of inactivity. - **Scheduled Maintenance:** Allows for bulk actions, such as changing the status or priority of aging tickets at set intervals. ## Functionality: Timer-based rules function by periodically scanning all tickets within the configured **Process** and **Campaign** and applying **Actions** only to those that satisfy the **Conditions**. ### 1. Conditions (The Criteria) Conditions for Timer-based Rules focus heavily on time elapsed since a specific event or on current ticket states. | Condition Category | Description | Key Operators | | ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------- | | **Ticket Time Metrics** | Elapsed time since various ticket life-cycle events: **Hour Since Created**, **Hour Since Resolved**, **Hour Since Unassigned**, **Hour Since First Assigned**, **Hour Since Reopened**. | less than, greater than, **(office hours) less than**, **(office hours) greater than** | | **SLA Due Time** | Elapsed time since an SLA milestone was due: **Hour Since First Response Due**, **Hour Since First Assign Due**, **Hour Since Ticket Resolution Due**. | Same time-based operators as above. | | **Response Time** | Time elapsed since the last response: **Hour Since Agent Responded**, **Hour Since Requester Responded**. | Same time-based operators as above. | | **Basic Ticket Fields** | Filtering by **Queue**, **Current Time**, **Media Profile ID**, **Ticket Status**, and **Priority**. | is, is not, greater than, less than, Within (for time/numeric fields) | | **Text Fields** | Filtering by **Subject**, **Requester Email**, and **Email CC**. | contains, does not contain, ends with, starts with | | **Analytics/Sentiment** | Filtering by **Customer Current Sentiment**, **Customer Overall Positive Index**, **Ticket Heat Index**. | is, is not, greater than, less than, Within | | **Message Count** | Filtering by **Requester Message Count**, **Agent Message Count**, and **Requester Message Count (Today)**. | Same time-based operators as above. | **Multiple Conditions Logic:** - **Match any of the following (OR logic):** The rule applies if one or more conditions are matched. - **Match all of the following (AND logic):** The rule applies only when all conditions are matched. ### 2. Actions (The Outcome) Actions are executed sequentially on all filtered tickets. | Action | Description | Configuration | | ----------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Assign/Transfer** | **Assign Ticket to Agent** or **Transfer Ticket to Queue**. | Select Agent/Queue and Assignment logic (**Available Agent**, **Any Agent**, etc.). | | **Escalate/Priority** | **Escalate Ticket**, change priority via **Priority** (Increment/Decrement), or set fixed priority via **Set Priority** (Low/Medium/High). | Select operator (true/false for escalate, Increment/Decrement for Priority). | | **Set Status/Custom Field** | **Set Status** or **Set Custom Field**. | Select the target field and provide the new value. | | **Send Email** (Various) | Notifications sent to Agent, Requester, Supervisors, or All Agents in Queue. | Configure Media Profile, Subject, Message Body (supports placeholders). | | **HTTP Action (Webhook)** | Triggers an external API. | Refer to "HTTP Action" documentation. | | **Set Custom Field Using HTTP Action Response** | Updates a custom field using external API data. | Requires preceding **HTTP Action** with the specific JavaScript in the Post-Request Script tab: variables.put("$thridPartyCustomFieldData",responseString); | ## Prerequisites: - **Administrator Access:** Required to create and manage rules. - **Defined Process and Campaign:** Rules must be scoped to an existing Process and Campaign. - **SLA Configuration (for time-based metrics):** Time-based conditions rely on properly configured office hours and SLAs. ## Usage Instructions: ### A. Create a New Timer-based Rule 1. Click **"Add"** to create a new rule. 2. Provide a **Name** and **Description**. 3. Select the **Process** and **Campaign** for rule applicability. 4. In the **Conditions** section, click the **add icon** (+) to configure one or more conditions. 5. Select the **Multiple Conditions Logic** (**Match any** or **Match all**). 6. In the **Actions** section, click the **add icon** (+) to configure the actions to be executed. 7. Click **"Save"** to create the rule. ### B. Manage Rules - **Edit:** Select a rule, click the **Edit icon** (pen), make changes, and click **"Save"**. - **Delete:** Select a rule, click the **Delete icon** (trash can), and confirm with **"Yes"**. (Note: Deleted rules cannot be retrieved). - **Enable/Disable:** Click the **toggle switch** on a rule to change its status. Use **"View Disabled Rules"** to see all inactive rules. ## Related Features/Modules: [Event Based Rule](docId\:q1NhVuSdMGb7j5x2sOCSz)