Targets (Complaints/Service Requests)
We are developing some new measures internally, which require assessment of First Response dates against Target Dates. It turns out (and In 20 years I didn't know this!) that the Target field is not user amendable and relies on target setting by category.
For the areas concerned, this is not useful, as officers need to make a call on targets dependent on the individual circumstances relating to the case - a broad brush approach would not suffice :(
We do have Priority codes under Type which can be chosen, but of course these won't feed into the Target field, and would need some Excel jiggery pokery on the report exports to enable response to be measured - this is not ideal for the users over here.
Has anyone dealt with similar in the past that could provide some experience? We could go with UD fields, but from experience I am pretty sure they will be left out in most cases and would only need to be mandatory for one service area.
Any ideas gratefully received
@Karen Henry Thank you for this - both good ideas - I will have a chat with the service and see what they think about the options