Skip to main content

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.

Check your knowledge with the following interaction.

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice