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Target Date Calculation

Target Date for a case is calculated with the Turnaround Time (TAT) set for the case (Creation Date + TAT = Target Date). Here, TAT refers to the time taken to respond to a request or query. 

Besides TAT defined in the set, there are other elements that affect the calculation of the target date:

  • TAT Time Params lookup (Administration > Lookup Tables > ICM Calculate Target Date > TATTimeParams) has the following attributes:
    • UserId: the User Id whose time zone will be used to calculate the target date. We recommend to use system user for this field.
    • CalendarId: the calendar that will be used to calculate target date (you can define working days and non-working days in the calendar). 
    • HoursInBusinessDay: number of hours your organization works in a day. It should match the working hours in the calendar.
  • Cut-off time: the time after which the target date will start calculating, for a case, from the beginning of the following business day. To define the cut-off, go to Administration > Lookup Tables > ICM Data Model > Platformconfig, and set TAT Calculation Cut Off.

Calculation types examples

The examples below use the following rules:

  • Cut-off is 14:00 hours.
  • Start of working day is 08:00 hours. 
  • End of working day is 18:00 hours.
  • There are 10 hours in a working day.
  • Workings days are Monday - Friday.

Name

Description

Before cut-off

After cut-off

Hour

Number of working hours from case received (or next working day after cut-off).

Hours: 6

Received: Thursday 11:00 hours

Start time: Thursday 11:00 hours

Target date: Thursday 17:00 hours


Hours: 6

Received: Thursday 13:00 hours

Start time: Thursday 13:00 hours

Target date: Friday 09:00 hours (5 hours on Thursday and 1 hours on Friday)

Hours: 6

Received: Thursday 15:00 hours

Start time: Friday 08:00 hours

Target date: Friday 14:00 hours


Hours: 6

Received: Friday 15:00 hours

Start time: next Monday 08:00 hours

Target date: Monday 14:00 hours

Day

Number of days from date received (or next working day after cut-off).

Days: 1

Received: Thursday 11:00 hours

Start time: Thursday 11:00 hours

Target date: Friday 11:00 hours


Days: 1

Received: Friday 11:00 hours

Start time: Friday 11:00 hours

Target date: Saturday 11:00 hours


Days: 1

Received: Thursday 17:00 hours

Start time: Friday 08:00 hours

Target date: Saturday 08:00 hours


Days: 1

Received: Friday

17:00 hours

Start time: next Monday 8:00 hours

Target date: Tuesday 8:00 hours

Business Days

Number of working days from date received (or next working day after cut-off).

Days: 1

Received: Thursday 11:00 hours

Start time: Thursday 11:00 hours

Target date: Friday 11:00 hours


Days: 1

Received: Friday 11:00 hours

Start time: Friday 11:00 hours

Target date: Monday 11:00 hours

Days: 1

Received: Thursday 17:00 hours

Start time: Friday 08:00 hours

Target date: Monday 08:00 hours


Week

Number of weeks from date received (or next working day after cut-off).

Week: 1

Received: Thursday 11:00 hours

Start time: Thursday  11:00 hours

Target date: Thursday (next week) 11:00 hours


Weeks: 1

Received: Saturday 11:00 hours

Start time: Saturday 11:00 hours

Target date: Saturday (next week) 11:00 hours

Days: 1

Received: Thursday 17:00 hours

Start time: Friday 08:00 hours

Target date: Friday (next week) 08:00 hours


Month

Number of months from date received (or next working day after cut-off).

Months: 1

Received: 01 Jan 11:00 hours

Start time: 01 Jan 11:00 hours

Target date: 01 Feb 11:00 hours

Months: 1

Received: 01 Jan 11:00 hours

Start time: 02 Jan 08:00 hours

Target date: 02 Feb 08:00 hours

Hours from Start of Working Day

Number of hours from the start of the working day (or next working day after cut-off).

Hours: 6

Received: Thursday 11:00 hours

Start time: Thursday 08:00 hours

Target date: Thursday 14:00 hours

Hours: 6

Received: Thursday 15:00 hours

Start time: Friday 08:00 hours

Target date: Friday 14:00 hours