> Source: https://mywaypoint.ai/docs/examples/wait-time-sla
> Documentation index: https://mywaypoint.ai/llms.txt


# Wait-time SLA tracking

**You say tickets sit unassigned until a customer complains; Chip builds a live queue, a history of every wait & a dashboard that puts the longest wait first.**


## For

- [For Support](https://mywaypoint.ai/for-support)
- [Stalled case notification](https://mywaypoint.ai/use-cases/stalled-case-notification)
- [Trend analysis](https://mywaypoint.ai/use-cases/trend-analysis)

## Use case

```prompt-request
Tickets sit unassigned and I only hear about it when a customer complains. I want to see what's waiting right now, and whether we're getting slower or faster over time.
```

## What Chip asked

Chip checked the workspace first and found nothing about wait times, then asked the one question that decides the shape of the build:

> **Chip:** When a ticket gets picked up, do you still care how long it waited, or only about what's waiting right now?
>
> **Reply:** Both. Right now so I can go poke someone, and the history so I can see the trend.

That answer is why there are two tables: what is waiting now & a history of every wait. Chip wrote the intent down before building.

## What got built

- **The data, kept in three shapes.** What is waiting now, the history of every wait with how long it took & an hourly picture by priority: the typical wait, the slow tail & the longest.
- **The automations that keep it current.** One watches tickets start & stop waiting; the other rolls the history up every hour. Running either again changes nothing.
- **A dashboard.** A "Waiting now" count up top, a trend line & a table of waiting tickets sorted so the longest wait is first, because that is the one you go & chase.
- **Documents that explain it**, one per table, automation & screen.

Chip rehearsed both on real past ticket changes, then switched them on.

**How it runs now.** Open the dashboard & the longest wait is at the top; the trend line says whether the team is getting faster. The history keeps building on its own.

## Try it

Paste this into Build:

```prompt
Tickets sit unassigned and I only hear about it when a customer complains. I want to see what's waiting right now, and whether we're getting slower or faster over time. I want both: the live queue so I can chase the longest wait, and the trend by priority.
```

The last sentence answers the question Chip asked above.