Using priority and urgency to standardize how cases are resolved
|Description||Use urgency to standardize how case workers resolve cases.|
|Version as of||8.5|
|Capability/Industry Area||Case Management|
By using urgency, you can standardize the way case workers resolve cases or assignments in an application. An urgency is a numeric value that ranges from 0 to 100 that is used to indicate the priority of work to be performed. Urgency applies to both automated tasks and assignments that require user interactions. The higher the urgency value, the more important it is to address that item. Urgency is used in multiple points of the system, including the sorting of worklist, work queues, and Get Next Work functionality. Urgency can be calculated or updated in the following ways:
- By using a service-level agreement (SLA) rule
- By manually using standard flow actions that are provided by Pega Platform
Types of urgencies
There are two types of urgencies.
- Case urgency is a value between 0 and 100 that defines the priority of the case.
- The Work-.pxUrgencyWork standard property holds the case urgency value and the value is computed by using a standard declare expression.
- The initial urgency of a case is calculated by taking various values into consideration such as the values set in the SLA rule form, default urgency set during case creation, stage SLA, and process SLA values.
- Assignment urgency is a value between 0 and 100 that defines the priority of promptly completing an assignment.
- The Work-.pxUrgencyAssign standard property holds the assignment urgency value and the value is computed by using a standard declare expression.
- The initial urgency of an assignment is calculated based on the case urgency value.
Service-level agreement rule
A service-level agreement rule allows users to specify the time frames in which one can expect case or assignment processing to be completed. Users can set the following values, which are intervals of time that can be applied to a case, stage, process, and assignments.
- Goal: Defines the interval for completing a task, which is typically measured from SLA start time. The goal interval occurs once.
- Deadline: The ultimate time within which the task should be completed before the case or step is considered to be late. The deadline is also measured from the SLA start time. The deadline interval occurs once.
- Passed deadline/Late (Optional): Passed deadline is a recurrent interval after the deadline (it happens multiple times and it is mainly to take actions such as sending reminders, increase urgency, and so on).
SLA escalation actions
When SLA reaches goal, deadline, or passed deadline, the urgency is updated and at the same time users can configure escalation actions at each level to ensure that appropriate actions can be taken on the case. You can configure different escalation actions such as:
- Notify assignee or manager or participants
- Execute an activity or data transform
- Call flow or advance the flow
- Transfer to worklist or work queue
SLA event processing
The Pega Platform standard agent runs every 30 seconds (by default) for processing SLA events. When the SLA is invoked initially by the system, events for goal, deadline, and passed deadline are created in a database table with the appropriate information for the agent to process. Whenever the agent is invoked (every 30 seconds), it processes all eligible events in the database table.
Practical use case on SLAs
Consider a company's timesheet submission requirements. Employees must submit a timesheet within two business days of the work week's end but no later than three business days. Notification must be sent to the assignee when goal and deadline are reached. Notification also must be sent to the manager when the deadline is reached. The passed deadline must be repeated 2 times with an interval of 1 day, and notification must be sent to manager.
- The start time is the end of day Friday, the last day of the work week.
- The goal is Tuesday or two business days. When the goal is reached, notification is sent to the assignee (employee for which the timesheet case is created) by using the SLA escalation actions configured at the goal level.
- The deadline is Wednesday or three business days. When the deadline is reached, notification is sent to the assignee and manager of the assignee by using the SLA escalation actions configured at deadline level.
- The passed deadline is also Wednesday, which is the same day when the deadline is reached. The passed deadline is also invoked on Thursday and Friday because it is configured to repeat 2 times with an interval of 1 day. Each day a notification is sent to manager by using the SLA escalation actions configured at the passed deadline level.
Manual update to urgency
Urgency can be updated manually by invoking the Pega Platform-provided standard flow action Work-.UrgencyUpdate and passing a value for increasing or decreasing the urgency. Different values must be provided for case and assignment urgency. After manual urgency values are provided, the standard work and assignment-related declare expressions re-calculate the urgency.
For more information about urgency and SLA rules, see the following articles on Pega Community: