Question
Naveenchary_Viswanadhula@syntelinc.com
US
Last activity: 30 Mar 2017 3:27 EDT
Assignment urgency calculation
I see the urgency of an assignment is calculated using below R-D-E
.pxUrgencyAssign=@min(100,@max(0, .pxUrgencyWork + .pxUrgencyAssignSLA + .pyUrgencyAssignAdjust))
Can anyone help me in understanding the role of work urgency in calculating the assignment urgency? An assignment urgency can be independent of work urgency right?
Thanks,
Naveen
Pegasystems Inc.
IN
To answer your question : An assignment urgency can be independent of work urgency right?
Yes it can be in some cases. But in most of the cases assignment urgency should be reflected from work urgency as well. E.x. If Claim case have an SLA defined with Goal as 10 days and if assignments are not yet completed. After 10 days work urgency will change on case SLA and make it high priority case. Same urgency needs to be drilled down to all the assignments as well since assignments are the actual work units that completes the case.
Hope this helps :)