Service Level Agreements in PEGA

Case types model how and when work gets done, but equally important is how quickly the work is completed.

Service level agreements (SLAs) help ensure work completes within the expected time intervals.

We define service levels to define the expected resolution times for a step or case. An SLA contains three time interval milestones.

1. A goal milestone defines how long the assignment should take and is typically measured from when the step or case started.
2. A deadline milestone defines the longest amount of time the step or case may take before it is considered late. It is also measured from when the step or case was started. 
3. A past deadline milestone defines when you may take further action if the step or case is too far past the deadline.

Service Level Agreement  — Escalation Actions

We can define an escalation action, such as notifying a manager, that is run when an assignment is past due.

By reacting to assignments that exceed their goal or deadline times, we can reduce the risk of unfinished work in a case.

Define how a case is escalated when service level milestones are missed.

1. Send email notifications
2. Transfer case or assignment to another worker or party
3. Reroute case to another process or case