---
title: "Timers tab"
slug: "timers-tab"
description: "Set global timer thresholds that control voice and digital interaction behavior and performance calculations, such as voicemail and answer timeouts, effective call duration, and SLA timers for digital channels. It also includes inactivity and auto logout timers for managing inactive or unavailable agents."
updated: 2026-04-13T10:11:42Z
published: 2026-04-13T10:11:42Z
canonical: "docs.voiso.com/timers-tab"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Timers tab

**Who should read this article**: Administrators

Set global timer thresholds that control voice and digital interaction behavior and performance calculations, such as voicemail and answer timeouts, effective call duration, and SLA timers for digital channels. It also includes inactivity and auto logout timers for managing inactive or unavailable agents.

## Introduction

The **Timers** settings specify limits on certain contact center activities and functions. When the value specified for the timer is reached, an action is triggered or statistic is recorded.

![System Settings Page Timers Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Page%20Timers%20Tab.png)

### Voice section

These timers define time limits for specific inbound and outbound call activities. Some timers regulate call routing, ensuring efficient handling of interactions. Others influence the calculation of key contact center metrics, such as agent response times and call durations. Configure these timers to optimize call flow and maintain service level standards.

![System Settings Page Timers Tab Voice Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Page%20Timers%20Tab%20Voice%20Section.png)

| Feature | Description |
| --- | --- |
| Direct to voicemail call duration | Specify the maximum outbound call duration, in seconds, before the call is assumed to be [answered by voicemail](/v1/docs/reporting-historical-reports) (DVM). |
| In-queue timeout | Specify the duration that a call may wait in [queue](/v1/docs/inbound-queues) before being Terminated. |
| Agent answer timeout | Specify the duration that a call routed to an agent may ring before being considered [not answered](/v1/docs/reporting-historical-reports) by an agent. |
| IVR timeout | Specify the duration that a caller can remain in the [call flow](/v1/docs/inbound-flows) (IVR) without making a selection before the call is disconnected. |
| Contact answer timeout | Specify the duration that the system waits for an outbound call to be answered before terminating it. |
| Voicemail timeout | Specify the maximum recording time for a Voicemail message from a contact before the call is disconnected. |
| Effective call duration | Specify the outbound call duration that is considered to be the minimum time for a call to be considered effective. Can be overridden at the [Teams](/v1/docs/users-teams) level. |

### Digital section

These timers define the Service Level Agreement (SLA) limits for [omnichannel interactions](/v1/docs/agent-guide-omnichannel-workspace). They play a key role in calculating performance metrics and assessing agent efficiency. By setting appropriate SLA timers, agents can track their response times and resolution rates across their digital channels. This helps ensure consistent service quality and adherence to performance goals.

![System Settings Page Timers Tab Digital Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Page%20Timers%20Tab%20Digital%20Section.png)

| Feature | Description |
| --- | --- |
| Time to first response | Specify the duration before an interaction assigned to an agent reaches the maximum allowed time for a first response to a text interaction. A color-coded message is displayed in the **Agent Workspace** that progresses from green to amber to red as the timeout approaches. |
| Time to reply | Specify the duration before an interaction assigned to an agent reaches the maximum allowed time for a reply to each text message from a contact. A color-coded message is displayed in the **Agent Workspace** that progresses from green to amber to red as the timeout approaches. |
| Time to resolution | Specify the maximum time that an agent has to archive an interaction. A color-coded message is displayed in the **Agent Workspace** that progresses from green to amber to red as the timeout approaches. |
| Chat inactivity auto archive timeout | Specify the number of hours of inactivity allowed before an omnichannel interaction is automatically archived. Set to **0** to disable auto-archiving. |

### Unavailable section

The **Unavailable** section includes settings that control how long agents can remain inactive before their status changes or they are logged out. These timers help ensure efficient agent management and system performance.

![System Settings Page Timers Tab Unavailable Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Page%20Timers%20Tab%20Unavailable%20Section.png)

| Feature | Description |
| --- | --- |
| Max online time | Specify the duration that an agent is logged in but does not answer any calls or do any other tasks before the agent's status is changed to **Unavailable**. This timer does not apply to users who are supervisors or administrators. |
| Max unavailable time | Specify the duration that an agent is **Unavailable** (timed out or inactive) before the agent is automatically logged out. This timer does not apply to users who are supervisors or administrators. |

Direct to Voicemail. The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration of less than Y seconds and were assumed to be answered by voicemail, where Y is a limit defined by the contact center administrator.

To end a voice call. Hang up a voice call either manually or automatically.

Interactive Voice Response. A technology that enables telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. IVRs are typically the system that greets callers at the beginning of an inbound voice interaction.

Sometimes abbreviated as VM. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system. In the Voiso contact center, calls can be directed to voicemail when no agents are available to answer the call.

An effective call is an outbound call that is answered by the target contact and had a duration longer than X seconds, where X is the Effective Call Duration limit specified in the Contact Center settings view.

After an incoming interaction is assigned to an agent, this is the maximum time, in seconds, that an agent has to resolve an interaction.