SKILL

LESSON

Service Level Agreements

Getting work done timely

© 2022 Pegasystems Inc. CONFIDENTIAL

Overview

Organizations often establish

service-level agreements to
enforce on-time performance.
These obligations range from
informal response-time
promises to negotiated
contracts.

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 Use Case

A commitment is made to customers and

stakeholders that defines a timeline for
delivering work or projects.

Encourage customer service representatives

(CSRs) to resolve cases on time and enforce
your service level agreements (SLAs) by setting
goals and deadlines for a case type.

Standardize the way that case workers resolve

cases in an application.

Bring visibility to unresolved assignments and

cases in an application that need immediate
action from case workers.

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Service level agreement
Definition
• A timeline interval that can be applied to a
case or elements in the life cycle that
standardize resolution of a case.
• A start or initial defines whether the
assignment is ready immediately or if there is
a delay.
• A goal milestone defines how long the
assignment should take.
• A deadline milestone defines the amount of
time the assignment may take before it is late.
• A passed deadline milestone defines when to
take further action because the assignment is
past the deadline.

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Passed deadline
Description
• Defines when to take further action because the
assignment is past the deadline.
• The interval measures the time that has passed
since the deadline for a still-open assignment.
• Configurable only in Dev Studio.
• Unlike the goal and deadline intervals, passed
deadline can be configured to repeat a fixed
number of times, or repeat indefinitely until the
user completes the assignment.
• Each time the assignment passed deadline
elapses, the urgency can continue to increase,
and escalation action continues.

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Service level agreements types
Description
• Case-level service-level agreement
– Timing begins when a case is created (or recently
reopened) and stops when the case is resolved.
• Stage-level service-level agreement
– Timing begins when a case enters the stage and
ends when the case leaves the stage.
• Process-level service-level agreement
– Timing begins when the process is called and ends
when the last step in the process completes.
• Assignment-level service-level agreement
– Timing begins when an assignment is created and
ends after assignment completion.
• Approval-level service-level agreement
– Timing begins when the approval is called and ends
after the approval completion.

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Urgency
Definition
• Urgency is a numeric value, ranging from 0 to
100, that is displayed in worklists and cases to
indicate the importance of assignments.
• The initial urgency value is 10. The maximum
urgency is 100.
• Use urgency to bring visibility to unresolved
assignments and cases in your application
that need immediate action from case
workers.
• The higher the urgency, the more important it
is to address the unresolved item.
• Typically, the urgency increases as an
assignment advances to the next interval.

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Escalation actions
Definition
• Actions that your application takes to facilitate
faster resolution times, based on a specified
service-level agreement.
• You can configure escalation actions on
service-level agreements to
– Notify the assignee
– Notify the manager
– Notify the participants
– Reassign the task
– Resolve the case as the goals or deadlines
occur.

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Service level agreement
Implementation

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Configure SLA
Navigation
From App or Dev Studio:
1. Select the Case Type
2. Click on the Assignment step
3. In the configuration pane, set
the values for Goal and deadline
– Open the SLA rule form in Dev
studio to configure the passed
deadline.

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Schematic

Design Layer SLA configuration in right context options

SLA configuration in case settings

Service level agreement (SLA)

Rules Layer

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SLA Unit Test and Debug

1. Configure a Service Level Agreement.

2. Run an instance of the case type.
3. Proceed to the case, step, process or
stage for the configured SLA.
4. Check for the SLA time to be displayed
with the correct time remaining in the
header of the form.
– The SLA intervals are displayed using
only the largest time units
configured and begin to count down as
soon as the case is created.
– As a result, the intervals are displayed as
14 minutes and 29 minutes, rather than
the configured 15 minutes and 30
minutes.
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Best Practices

If more than one escalation action is needed, configure when conditions to

trigger some, but not all the escalation actions.

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Skill Mastery

Understand:
– Service level agreements
– SLA types
– Goal and deadline
– Passed deadline
– Urgency
– Escalation actions

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 SKILL
LESSON

Child Cases and Wait Step

© 2022 Pegasystems Inc. CONFIDENTIAL