Question
Accenture
IN
Last activity: 23 Sep 2020 16:06 EDT
SLA Question
Can anyone help me out with this question?
You Configure a service level to adjust assignment urgency to 100 when the goal interval lapses. How does the assignment urgency impact the deadline and passed deadline intervals?
A. urgency value continues to increment as configured.
B. The user is notified that the maximum urgency has been reached.
C. Urgency value remains at 100, but other service level processing continues.
D. Service level processing is halted until the assignment is completed.
Ans ASAP and explain as well.
***Edited by Moderator: Lochan to update platform capability tags***
Pegasystems Inc.
US
The assignment urgency does not impact the deadline and passed deadline intervals. The value can be used by your processes to get next work based on the urgency value or you may have other logic where you route and report on work based on the value.
Navy Federal Credit Union
US
So that doesn't really answer the question. Nor can I find reference to it in the CSA course. Is a notification sent out? does it prevent the case from advancing until the assignment is resolved?
So that doesn't really answer the question. Nor can I find reference to it in the CSA course. Is a notification sent out? does it prevent the case from advancing until the assignment is resolved?
from another site:
->The assignment urgency is used by Pega to select assignments for users from team or department queues.
->When a user queries Pega for their next assignment, Pega identifies all of the assignments that the user is qualified to perform and selects the assignment with the greatest urgency.
->Once the urgency reaches 100, Pega ignores any further urgency adjustments.
->When this occurs, other service level agreement behavior is unaffected.
->For example, a deadline interval is configured to increment assignment urgency by 30 and notify the assigned user that the deadline has been exceeded. If the assignment urgency is 100 when the assignment reaches the deadline, Pega ignores the urgency increment but still sends the notification.
Pegasystems Inc.
US
The urgency of an assignment is capped at 100. However, all other processing continues - if an assignment is created with an urgency of 100, the urgency of it will never rise, but any actions configured for the Goal, Deadline, and Past Deadline events would still occur.
