Hop Duration
Hop duration is the maximum amount of time each pro has to respond to a job offer before the system automatically moves on to the next pro in your bench. It controls how quickly jobs flow through your routing queue.
Understanding Hop Duration
When a job is offered to a pro, they have a limited window to accept or decline. If they don't respond in time, the offer expires and moves to the next pro automatically.
- Default: 60 minutes (1 hour)
- Options: 15 minutes, 30 minutes, 1 hour, 4 hours, or 24 hours
- Trade-off: Shorter durations mean faster job resolution but less time for busy pros to respond. Longer durations give pros more flexibility but slow down your overall routing.
How It Works
When a job comes in and starts routing, Trusted Bench follows this process for each pro:
- Send the offer - The pro receives a notification (email and/or SMS) with job details
- Start the timer - The hop duration countdown begins
- Wait for response - The system waits for the pro to accept or decline
- Timeout or response - One of three things happens:
- Pro accepts: Job is assigned, routing stops
- Pro declines: Immediately move to the next pro
- Timer expires: Mark as expired, move to the next pro
- Repeat - Process continues until a pro accepts or bench depth is exhausted
Choosing the Right Duration
| If you want to... | Set hop duration to... |
|---|---|
| Resolve jobs as fast as possible | 15 or 30 minutes |
| Balance speed with pro flexibility | 1 hour (default) |
| Give busy pros time to respond | 4 hours |
| Accommodate pros who check messages once daily | 24 hours |
Example Scenarios
60 Minutes (Default) with Bench Depth 3
- 0:00 - Pro #1 receives the job offer
- 1:00 - Pro #1 didn't respond → Pro #2 receives the offer
- 2:00 - Pro #2 declined → Pro #3 receives the offer
- 3:00 - Pro #3 didn't respond → Overflow logic triggers
Total time before overflow: Up to 3 hours
15 Minutes with Bench Depth 3
- 0:00 - Pro #1 receives the job offer
- 0:15 - Pro #1 didn't respond → Pro #2 receives the offer
- 0:30 - Pro #2 didn't respond → Pro #3 receives the offer
- 0:45 - Pro #3 didn't respond → Overflow logic triggers
Total time before overflow: Up to 45 minutes
4 Hours with Bench Depth 3
- 0:00 - Pro #1 receives the job offer
- 4:00 - Pro #1 didn't respond → Pro #2 receives the offer
- 8:00 - Pro #2 declined → Pro #3 receives the offer
- 12:00 - Pro #3 didn't respond → Overflow logic triggers
Total time before overflow: Up to 12 hours
Calculating Total Routing Time
Your maximum routing time before overflow depends on both hop duration and bench depth:
Total time = Hop Duration × Bench Depth
| Hop Duration | Bench Depth 3 | Bench Depth 5 | Bench Depth 10 |
|---|---|---|---|
| 15 minutes | 45 min | 1 hr 15 min | 2 hr 30 min |
| 30 minutes | 1 hr 30 min | 2 hr 30 min | 5 hours |
| 1 hour | 3 hours | 5 hours | 10 hours |
| 4 hours | 12 hours | 20 hours | 40 hours |
| 24 hours | 3 days | 5 days | 10 days |
Configuring Hop Duration
You can adjust your hop duration at any time in Settings > Matching Workflow. Use the slider to select from the available options.
The setting applies to all future jobs. Jobs already in progress will continue with the hop duration that was set when they started routing.
Related Settings
Hop duration works together with other workflow settings:
- Distribution Strategy - How pros are prioritized when selecting who to contact first
- Bench Depth - How many pros to contact before triggering overflow
- Overflow Logic - What happens if no one in your bench accepts the job
FAQ
Does changing my hop duration affect jobs already in progress?
No. Each job snapshots your workflow settings when it starts routing. Changing your hop duration only affects new jobs.
What if a pro responds right after the timer expires?
Once the timer expires, the offer moves to the next pro. If the original pro tries to accept afterward, they'll see that the job is no longer available to them.
Should I use a shorter or longer hop duration?
It depends on your pros and job types. For urgent jobs (like emergency repairs), shorter durations ensure faster assignment. For non-urgent work where your pros may be busy on job sites, longer durations give them time to respond without missing opportunities.
Can I set different hop durations for different job types?
Not currently. Your hop duration applies to all job types. This feature may be added in the future.
What's the best hop duration for most situations?
The default of 1 hour works well for most users. It gives pros reasonable time to respond while still moving jobs through your bench within a few hours. Adjust based on how responsive your pros typically are.
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