The milestone tracker gives support agents a complete view of upcoming and closed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the service console.
Often, support agents’ performance is measured by how often they meet milestones. The milestone tracker helps agents be prepared for support deadlines by showing them:
- The time remaining until an active milestone reaches its Target Date
- The time passed since an overdue milestone’s Target Date
- A list of upcoming milestones
- A list of closed milestones
When a milestone is in progress, the milestone is represented by a green circle. The circle winds down clockwise as time elapses. The remaining time is shown in the center of the circle. When the time to complete the milestone expires, the circle turns red. The amount of time that the milestone is overdue is shown in the center of the circle.
If more than 24 hours remain on a milestone, the countdown displays in days (for example, 1d). When fewer than 24 hours remain, the countdown format switches to hours/minutes/seconds.