For example, if the working hour lasts 8 hours based on the current schedule, and you specify the interval as 1 05:00:00, the duration (24+5=29 working hours) is treated as 3 business days and 5 business hours. In this duration type, one day is counted as 24 hours. The duration must be specified in this format: dd hh:mm:ss.
To enable the system to use this calculation method, select Interval in the Duration Type field and specify a duration in the Duration box when you define a Process Target.
With this method, you specify a duration for a Process Target when you define the target. If a record that is measured by a Process Target is not processed from its initial state to its final state within a predefined duration, the system treats the target as being breached. You can specify one of the following methods for the system to calculate the metrics. When Process Target metrics are calculated without considering assignment groups, no specific group is involved in the calculation. Metric calculation without considering assignment groups You can measure the record handling performance of a service provider, an internal group, or a supplier, and calculations can be done either without considering the groups that are assigned to handle a record, or by considering groups that are assigned to handle the record.
A duration is usually used to measure record handling performance. Use > Service Level Management > Service Level Management overview > Service agreements overview > Working with service agreements > Calculation of Process Target metrics Calculation of Process Target metricsīased on predefined Process Targets, a record must be handled within the specified period of time.
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