Setting goals and deadlines for assignment completion

Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAa) to the assignments. By enforcing SLAs, you facilitate case resolution and ensure that CSRs follow a timeline agreed with your customers.

By default, the system calculates goals and deadlines as the time between task assignment and task completion.
  1. In the navigation pane of Dev 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. Click the assignment for which you want to configure the goal and deadline.
  4. In the step property panel, click Goal & deadline.
  5. In the Use Service-level agreement (SLA) list, perform one of the following actions:
    • 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 reuse criteria from an existing service-level agreement, click Existing SLA and select the name of a service-level agreement.
  6. Optional: If you selected Custom SLA in step 5, you can reduce the risk of unfinished work in a case by defining an escalation action, such as notifying the manager.
    An escalation action is initiated when an assignment exceeds its goal or deadline. For more information, see Defining an escalation action for an incomplete assignment.
  7. Click Save.