Delayed Service-Level Agreement processing
When a Case reaches an Assignment, the system creates an Assignment. However, in some Cases, a user cannot start work on the Assignment immediately. In these Cases, it is beneficial to delay processing a Service-Level Agreement (SLA) to account for Assignments that are not immediately ready for users.
For example, a stock brokerage company establishes a deadline of two hours to price assets in customer accounts. Associates cannot begin pricing assets until after the stock market closes for the day at 4:30 P.M. Even if the Case reaches the Assignment earlier in the day, the Assignment is not ready until 4:30 P.M. The deadline is 6:30 P.M.
Assignment Ready options
In Pega Platform™, you can define the starting time for Assignments that are associated with a Service-Level Agreement by using the Assignment Ready field.
Caution: The Assignment Ready field value is only applied when the SLA Rule is associated with an Assignment.
Match the numbers to the following image to learn more about the Assignment Ready options:
- Immediately: Assignments that are associated with this Service-Level Agreement are immediately ready, and users can begin work immediately.
- Dynamically defined on a property: Assignments associated with this Service-Level Agreement use a DateTime property value that you define to determine when users are expected to start work on Assignments.
- Timed delay: Assignments associated with this Service-Level Agreement start the Assignment after a period of time. You define the delay period (in Days, Hours, and Minutes) before users are expected to begin work on Assignments. For example, you can set a start time for an Assignment to begin seven days after it is created.
Note: On an SLA Rule, the Assignment Ready field is found in the Start of service level section. For more information on configuring a delay in processing an SLA, see Configuring delayed service-level processing.
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