Documentation:PSAAS:WMCloud:SBWSpcMMSLObjv:Public

SBW: Specify Multimedia Service Level Objectives

Important

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Use the Specify Multimedia Service Level Objectives screen in the Staffing Build Wizard (SBW) to define service level objectives when you are building staffing volumes for a Deferred staffing activity, such as responding to e-mails.

Use either one of the following two procedures:

1. Fill in the percentage target for % of Deferred Work in

1. Enter a value into each of the following fields.
   • Hrs
   • Min
   • Sec
2. Select a radio button from this group:
   • Hours (default)—use these controls:
     • In the field below this choice, enter hours, minutes, and seconds.
     • Select one of these radio buttons: Non-interrupted Time (default) or Interrupted Time.
   • Business days—In the field below this choice, enter an integer greater than 0.
3. Click Finish.

— OR —

2. Use the Service Level Template

1. Select the Use Service Level Template.
2. Click Load Template to load an existing template.
3. Click Finish.