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Auto-balance with assignment SLA

A service-level agreement (SLA) determines the specific time when robots must complete all instances of a specific assignment type. By defining an SLA, you can measure the performance and service of your robots based on your business objectives.

Additionally, an SLA can help you decide whether to move more robots to a work group where you observe an increased number of SLA violations. To read more about service-level agreements in Pega Platform™, see the Pega Academy topic Service-level agreements.

Default SLA

Meaningful SLAs influence how Pega Robot Manager determines whether a work group is reaching the capacity limits and needs more robots to work on assignments that are approaching a deadline. To ensure timely completion of assignments, Pega Robot Manager applies the default pyDefaultSLAForRoboticAssignment SLA rule to an assignment type if you do not configure an SLA in the Assign to robot queue smart shape. The default SLA value is 3 hours.

You override the default SLA on the Assignment type details page of a work group in Pega Robot Manager. Clicking the Delete icon restores the default SLA value. The following figure shows the Edit service-level agreement window that you access to adjust the default SLA value: 

Screenshot showing how to override the default SLA in Pega Robot Manager.

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