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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. For more information on configuring a delay in processing an SLA, see Configuring delayed service-level processing.

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