Glossary:Service Level

Service Level, service level

Indicates how quickly service is initiated. For example, how quickly a phone call or chat request is answered, an email is reviewed, etc. If a contact center answers 78% of all calls within 30 seconds, the service level achieved is said to be 78/30. You can apply a service-level agreement to cases, stages, steps, flows, and assignments.

Indicates how quickly service is initiated. For example, how quickly a phone call or chat request is answered, an email is reviewed, etc. If a contact center answers 78% of all calls within 30 seconds, the service level achieved is said to be 78/30. You can apply a service-level agreement to cases, stages, steps, flows, and assignments.

Indicates how quickly service is initiated. For example, how quickly a phone call or chat request is answered, an email is reviewed, etc. If a contact center answers 78% of all calls within 30 seconds, the service level achieved is said to be 78/30. You can apply a service-level agreement to cases, stages, steps, flows, and assignments.

A program component that defines and implements an interface between an external application acting as a client, and a Pega Platform system acting as a server. An external system can send a request to a Pega Platform application and receive a response.

For example, the Pega Cloud Services SFTP service provides Pega Cloud clients with simple, secure file transfers to and from their Pega Cloud applications.

The first level of organization of the tasks that are required to complete your business process. By providing stages, you organize work into logical phases that users of your application follow to reach an outcome. Stages visualize milestones or significant events in your business process and can also indicate a transition of work from one person to another. For example, if your business process is to review job applications, you can create Submission, Review, and Approval stages, each of which includes a different set of actions and is performed by a different person. Stages that are necessary to resolve a case through the basic, default path are called primary stages.

In a Microjourney™, stages are the milestones that leads towards an outcome.