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Delayed Service-Level Agreement processing

Delayed service levels

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 the processing of 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 system does not send the assignment to the associate's worklist 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 applied only when the SLA rule is associated with an assignment.

In the following image, click the + icons to learn more about the Assignment Ready options.

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