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Adjusting initial urgency for an assignment

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Note: The following content, referenced from Pega Community, is included here to help you better achieve the module learning objectives.

Communicate the priority of a given task by adjusting initial urgency. By configuring an assignment urgency, you provide a common understanding of task importance. As a result, you optimize workload management so that users can make informed decisions about which task to process next.

Before you begin: Assign a service-level agreement to an assignment. For more information, see Setting goals and deadlines for stages, processes, and steps.

Users can check an assignment urgency during run-time task processing. The urgency can increase during a case life cycle when an assignment passes a goal and deadline. The default assignment urgency is 10.

  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.

  2. In the Case life cycle section, click a step that has a defined goal and deadline.

  3. In the Step properties pane, on the Goal & deadline tab, open the SLA rule by clicking an Open icon next to the to rule name.

  4. In the Start of service level section, in the Initial Urgency field, define the initial urgency by entering an integer between 0 and 99.

    An assignment has a default urgency of 10. The system adds the value in this field to determine the initial urgency. For example, if you enter 10, the initial urgency is 20.

  5. Click Save.

Note: Ensure that users notice and resolve tasks with passed goals and deadlines. For more information, see Defining an escalation action for an incomplete assignment.

  • Creating a service-level agreement rule

    Enforce service-level agreements and maintain timely resolution of cases by defining goal, deadline, and passed deadline time intervals. By creating a Service-level Agreement (SLA) rule, you can quickly reuse the SLA settings for multiple assignments.

  • Assigning tasks to users

    Improve business process efficiency by assigning tasks to appropriate individuals or groups of individuals. For example, you can create a task for a CSR to follow up with a customer, and then route that assignment to the CSR work queue.

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