Set goals and deadlines for a case type to enforce your service-level agreements, which are measured from the time that a case is created to the time that the case is resolved. By using goals and deadlines, you encourage case workers to resolve cases on time.
To set goals and deadlines:
In the explorer panel of Designer Studio, click Cases and then click the name of a case type.
On the Settings tab, click Goal & deadline.
Select the Consider goal and deadline check box.
Select one method for calculating your goal and deadline times:
This case — Starts the calculation when an instance of your case type is created
Parent case — Starts the calculation when the parent of your case type is created
Top level case — Starts the calculation when the top-level parent of your case type is created
Define the suggested resolution time for a case by completing the fields below the Goal label:
Days — Enter a positive integer.
HH:MM:SS — Enter a formatted string of positive integers that represents hours, minutes, and seconds.
For example, enter 04:15:00 to indicate the goal is 4 hours and 15 minutes.
Increase urgency by — Enter an integer to add to the current urgency of the case.
Define the required resolution time for a case by completing the fields below the Deadline label:
Days — Enter a positive integer.
HH:MM:SS — Enter a formatted string of positive integers that represents hours, minutes, and seconds.
For example, enter 10:00:30 to indicate the deadline is 10 hours and 30 seconds.
Increase urgency by — Enter an integer to add to the current urgency of the case.
Click Save to store your settings in the pyCaseTypeDefault service-level agreement rule.
At run time, an agent and the Work-.OverallSLA flow monitor the service-level agreement, and the Case Details section on a case displays how much time remains to meet the goal or deadline.