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Setting goals and deadlines for stages, processes, and steps

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Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAa) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.

The system calculates goals and deadlines as the time between the task assignment and the task completion, unless your service-level agreement states otherwise.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the upper-right corner of the Workflow tab, click Life cycle.

  3. In the Case life cycle section, click the element of a case life cycle for which you want to define an SLA:

    • To define a goal and deadline for a stage, click the stage.
    • To define a goal and deadline for a process, click the process.
    • To define a goal and deadline for a step, click the step.
  4. In the properties panel, click Goal & deadline.

  5. In the Use Service-level agreement (SLA) list, select the SLA criteria:

    • To define custom criteria, click Custom SLA, and then, in the Goal and Deadline sections, complete the Days, HH:MM:SS, and Increase urgency by fields.
    • To define custom criteria for the goal and deadline, select Custom SLA, and then go to step Defining an escalation action for a stage and a process.
    • To reuse criteria from an existing service-level agreement, select Existing SLA. In the auto-complete field, enter the service-level agreement name, and then go to step 8.
  6. In the Goal section, define custom SLA criteria for the goal:

    1. In the Goal section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case.

      To indicate that the goal is a day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
    2. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the goal elapses.

  7. In the Deadline section, define custom SLA criteria for the deadline:

    1. In the Deadline section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case.

      To indicate that the deadline is a day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
    2. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the deadline elapses.

  8. Click Save.

At run time, your application detects when the goal and deadline are not met, and adjusts the urgency of the assignment. To see how much time you have left to complete an assignment, refer to the header of the form.

  • Setting goals and deadlines for case resolution

    Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service level agreements (SLAs) by setting goals and deadlines for a case type. SLA measurement starts when the case starts and ends when the case finishes.

  • Defining an escalation action for a stage and a process

    Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business cases.


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