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Setting service-level agreements (SLAs) for stages, processes, and steps

Updated on November 22, 2021

Ensure that users complete assignments on time by assigning service-level agreements (SLAs) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that users follow the timeline that you agree on with your customers.

For example, you can define timelines for CSRs to review loan requests within a goal of five days and a deadline of ten business days.
The system calculates goals and deadlines as the time between task assignment and task completion, unless your SLA states otherwise. For more information about advanced SLA configurations, see Creating a service-level agreement (SLA) rule.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the upper-right corner of the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click the element of a case life cycle for which you want to define an SLA:
    • To define a goal and deadline for a stage, click the stage.

      Note: You cannot set a goal and deadline for the Create stage because the Create stage collects data before case processing starts. For more information, see The Create stage.

    • To define a goal and deadline for a process, click the process.
    • To define a goal and deadline for a step, click the step.
  4. In the properties panel, click Goal & deadline.
  5. In the Use Service-level agreement (SLA) list, select the SLA criteria:
    • To define custom criteria for the goal and deadline, select Custom SLA, and then go to step 5.
    • To reuse criteria from an existing SLA, select Existing SLA. In the auto-complete field, enter the SLA name, and then go to step 8.
  6. In the Goal section, define custom SLA criteria for the goal:
    1. In the Goal section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case.
      For example: To indicate that the goal is 1 day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
    2. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the goal elapses.
  7. In the Deadline section, define custom SLA criteria for the deadline:
    1. In the Deadline section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case.
      For example: To indicate that the deadline is a day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
    2. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the deadline elapses.
  8. Click Save.
Result: At run time, your application detects when the goal and deadline are not met, and adjusts the urgency of the assignment. To see how much time you have left to complete an assignment, refer to the header of the form.
What to do next: Notify stakeholders about an elapsed goal or deadline. For more information, see Defining an escalation action for a stage and a process.
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Setting service-level agreements (SLAs) for case resolution

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Pega Platform 8.5 Case Management

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