In addition to the global settings for target metrics, for further granularity, you can set queue-specific target metrics. Depending on the specific settings, each queue can also have specific targets for different channels.
Global target metrics
Target metrics set at the global level on the Settings > Operation Management page will continue to be inherited by all queues by default.
To learn how to set up a global target metric, see Target metrics.
Target metric priority order
When a queue-specific target is set for a Top-level queue, all sub-queues will inherit the set target metric.
When a queue-specific target metric is set for a sub-queue, it will override both the global target metric and the Top-level queue target metric for the queue.
Priority order = Sub-queue Target > Top-level Queue Target > Global Target
Examples:
| Targets Set | Resulting Targets |
|---|---|
| Global Target = 70%, Top-level Queue 1 = None, Queue 1a = None, Queue 1b = None, Queue 2a = None, Queue 2b = None, Top-level Queue 2 = None | Global Target = 70%, Top-level Queue 1 = 70% (inherited from global), Queue 1a = 70% (inherited from global), Queue 1b = 70% (inherited from global), Queue 2a = 70% (inherited from global), Queue 2b = 70% (inherited from global), Top-level Queue 2 = 70% (inherited from global) |
| Global Target = 70%, Top-level Queue 1 = 65%, Queue 1a = None, Queue 1b = 75%, Queue 2a = 65%, Queue 2b = None, Top-level Queue 2 = None | Global Target = 70%, Top-level Queue 1 = 65%, Queue 1a = 65% (inherited from Top-level), Queue 1b = 75%, Queue 2a = 65%, Queue 2b = 70% (inherited from global),Top-level Queue 2 = None |
| Global Target = None, Top-level Queue 1 = 65%, Queue 1a = None, Queue 1b = None, Queue 2a = 60%, Queue 2b = 40%, Top-level Queue 2 = None | Global Target = None, Top-level Queue 1 = 65%, Queue 1a = 65% (inherited from Top-level), Queue 1b = 65% (inherited from Top-level), Top-level Queue 2 = None, Queue 2a = 60%, Queue 2b = 40% |