Setting goals and deadlines for stages, processes, and steps
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.
- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- In the upper-right corner of the Workflow tab, click Life cycle.
-
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.
- In the properties panel, click Goal & deadline.
-
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 5.
- 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.
-
In the Goal section, define custom SLA criteria for the
goal:
-
In the Goal section, in the
Days and HH:MM:SS
fields, enter the suggested resolution time for a case.
For example: 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.
- In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the goal elapses.
-
In the Goal section, in the
Days and HH:MM:SS
fields, enter the suggested resolution time for a case.
-
In the Deadline section, define custom SLA criteria for
the deadline:
-
In the Deadline section, in the
Days and HH:MM:SS
fields, enter the suggested resolution time for a case.
For example: 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.
- In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the deadline elapses.
-
In the Deadline section, in the
Days and HH:MM:SS
fields, enter the suggested resolution time for a case.
- Click Save.