Priorities indicate the urgency of the request as determined by the user (as opposed to the customer, which is documented in the Cust Prio field). When your system administrator defines priorities, a turnaround time is associated with the priority. The turnaround time determines the due date of the CSR. A priority of Urgent might have a turnaround time of 24 hours, which sets the due date to 24 hours after the open date. However, since some organizations may define turnaround time in business days only, 24 hours can mean the following Monday if the CSR was opened on a Friday.
When you save a CSR in which a workflow has been assigned (as shown in the Workflow field), the function specific Workflow tab appears. For more information, see CSR Workflows .
When you make a selection in the Priority field, Stat automatically populates this field with the appropriate date and time.
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