Communicate the priority of a given task by adjusting initial urgency. By
configuring an assignment urgency, you provide a common understanding of task
importance. As a result, you optimize workload management so that users can make
informed decisions about which task to process next.
For example, in a case
type for reviewing loan requests from VIP customers, you can increase the initial urgency to
ensure that customer service representatives (CSRs) resolve such work as a
Before you begin: Assign a service-level agreement to an assignment. For more
information, see Setting service-level agreements (SLAs) for stages, processes, and steps.
Users can check an assignment urgency during run-time task
processing. The urgency can increase during a case life cycle when an assignment passes
a goal and deadline. The default assignment urgency is 10.
What to do next: Ensure that users notice and resolve tasks with passed
goals and deadlines. For more information, see Defining an escalation action for an incomplete assignment.
- In the navigation pane of Dev Studio, click Case types, and then click the case type that
you want to open.
- In the Case life cycle section, click a step that has a
defined goal and deadline.
- In the Step properties pane, on the Goal &
deadline tab, open the SLA rule by clicking an
Open icon next to the rule name.
- In the Start of service level section, in the
Initial Urgency field, define the initial urgency by
entering an integer between 0 and 99.
An assignment has a default urgency of 10. The system adds the value in this
field to determine the initial urgency. For example, if you enter 10, the
initial urgency is 20.
- Click Save.