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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.

In the following image, click the + icons to learn more about the Assignment Ready options:
Note: On an SLA rule, the Assignment Ready field is found in the Start of service level section.

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