Configuring service targets for tracking case progress
Service targets are a way of monitoring and measuring the performance of the service provider. As a case business analyst, you can configure the service level targets by defining the service-level measurements and service-level milestones.
For more information about service targets, see Service-Level-Management.
The following table lists the topics that provide more details about how to configure service targets:
Action | Reference |
|---|---|
Create a goal type to improve the readability of a service target. | |
Configure a data source to calculate service targets differently for each case and task. | |
Create business time segments to configure time to include or exclude when calculating service targets, and combine them to attach to a service target | |
Configure a service target to ensure that business goals are met. | |
Create a service target group to ensure that a single measurement record is created for changes in service target attributes. The single measurement record provides a consolidated time that is spent on resolving a case or task. | |
View audit records for a service target to know who made what changes to the service target and when. |