Set deadline goals for Operations
As an alternative to service level, set deadline goals for your Operations queues. A deadline goal aims to complete a work item that arrives during a certain interval by a set time of day. Deadline goals can be set up to one year in advance.
Before you begin
Create forecast for Operations root queue
Procedure
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Go to Forecasting and Scheduling. Under Goals, select Service Goals.
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From the left filter pane, select the campaign and scheduling period you created for the Operations schedule.
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From Work Queue Name, select the root Operations queue you created that is linked to the scheduling period.
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Under Service Goal Type, select Deadline Goals.
Deadline Goals is displayed only when you select an Operations queue.
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In % of Volume, enter 100.
This value specifies the percentage of arriving work that needs to be completed. As all Operations work items need to be completed in their entirety, this value is always set to 100%. (Only values 1–100 are valid.)
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In Completed within Time in Minutes, set the defined time within which the deadline goal must be completed.
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Select Save.
What to do next