Communicate the priority of a given task by adjusting initial urgency. By configuring an assignment urgency, you provide a common understanding of task importance. As a result, you optimize workload management so that users can make informed decisions about which task to process next.For example, in a case type for reviewing loan requests from VIP customers, you can increase the initial urgency to ensure that customer service representatives (CSRs) resolve such work as a priority.
- In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
- In the Case life cycle section, click a step that has a defined goal and deadline.
- In the Step properties pane, on the Goal & deadline tab, open the SLA rule by clicking an Open icon next to the rule name.
In the Start of service level section, in the
Initial Urgency field, define the initial urgency by
entering an integer between 0 and 99.
An assignment has a default urgency of 10. The system adds the value in this field to determine the initial urgency. For example, if you enter 10, the initial urgency is 20.
- Click Save.