How to configure various goal and deadline in a single SLA.
Hi All,I have a use case where The Turnaround time for a Complaint case is maximum 3 days only. In those 3 days, creating a new complaint case has to be completed within next 30 minutes, the time ticks as soon as we close the call with the customer. The case has to be routed to the relevant team within the next 30 mins. The respective department should be able to action the task on the same day before 5 PM IST. Complaint cases that are created after 4 PM IST, will be moved to the next day call queue. If the case is not actioned on the same day, an escalation notification should be sent to the reporting manager. Reviewer should be able to review the case on 3rd day. If the reviewer is unavailable, the case should be routed to his Reporting Manager.
How to configure this?
Attaching the screenshot of the complete use case as well
Accepted Solution
Updated: 25 Mar 2024 7:25 EDT
Pegasystems Inc.
CA
I hope you can achieve this requirement by configuring the Assignment Ready dropdown to "Dynamically based on a property".
Calculate the Goal and Deadline dates based on your business rules.
SLAKickOffDate - perform the logic in the data transform to determine the kickoff date should be either today if the current time is before 4 PM or tomorrow.