How to calculate SLAs for this scenario?
| Urgency Adjustment | Interval length | Limit | |
|---|---|---|---|
| Start of service level | 20 | ||
| Goal interval | 10 | 8 | |
| Deadline interval | 20 | 24 | |
| Passed Deadline interval | 20 | 24 | 3 |
The service level provides a four-hour initial delay. If the case urgency (.pxUrgencyWork) is set to 10 and the case reaches the assignment at 9am Monday, what is the assignment urgency at 12pm Wednesday?
Accepted Solution
One America Financial Partners
US
I still have not found this particular question any where in the Essentials Student Guide. However, if I am understanding the question correctly the urgency assignment will add up as follows:
Default: 10
Start: 20 - 9am assignment w/ 4 hour delay (1pm Monday)
Goal: 10 - this is added in after 8 hours (9pm Monday)
Deadline: 20 - added in after 24 hours (1pm Tuesday)
Urgency: 60 at 12pm on Wed (1pm Wed would add another 20 due to Passed Deadline)
Let me know if that makes sense. I am still concerned with the wording of the question but I can't see any other way this would work.
-- Glenn
One America Financial Partners
US
Can you point me to where this is in the Architect Essentials course?
Pages 245 and 246 of the Student Guide cover this subject in great detail along with some details scattered throughout the book. In reading this it seems like part of the question/context may be missing. I am pretty confident I can explain but wanted to read the original version of the question in the guide if possible to be sure.
-- Glenn
Frontier Communications
US
hi Glenn..
This question is belong to practice question of Course: Sevice Level Agreement. page 245 and page 246.
hi Glenn..
This question is belong to practice question of Course: Sevice Level Agreement. page 245 and page 246.
| Urgency Adjustment | Interval length | Limit | |
|---|---|---|---|
| Start of service level | 20 | ||
| Goal interval | 10 | 8 | |
| Deadline interval | 20 | 24 | |
| Passed Deadline interval | 20 | 24 | 3 |
The service level provides a four-hour initial delay. If the case urgency (.pxUrgencyWork) is set to 10 and the case reaches the assignment at 9am Monday, what is the assignment urgency at 12pm Wednesday?
Accepted Solution
One America Financial Partners
US
I still have not found this particular question any where in the Essentials Student Guide. However, if I am understanding the question correctly the urgency assignment will add up as follows:
Default: 10
Start: 20 - 9am assignment w/ 4 hour delay (1pm Monday)
Goal: 10 - this is added in after 8 hours (9pm Monday)
Deadline: 20 - added in after 24 hours (1pm Tuesday)
Urgency: 60 at 12pm on Wed (1pm Wed would add another 20 due to Passed Deadline)
Let me know if that makes sense. I am still concerned with the wording of the question but I can't see any other way this would work.
-- Glenn