I'd keep elapsed time somewhere. 'It's been waiting ages' is a pain to hand over. But it needs the event it started counting from, not just a big number inviting someone to invent a limit.

I had left acknowledgement unspecified. That is too much ambiguity for this example. I will split it into a confirmed wait and a request with no confirmed response, then ask operators what each tells them. The elapsed value can remain supporting information, labelled by its starting event. It should not ask them to invent the recovery decision. That needs to come from the agreed procedure, not from how worrying the number looks.

Would the confirmed-wait example say what response came back, as well as when, because if I arrive halfway through I don't want to read confirmed as meaning the job is finished?