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Managing service-level agreement of robotic assignments

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A service-level agreement (SLA) determines the specific time by which robots must complete all instances of a specific assignment type. By defining an SLA, you can measure the performance and service of your robots, based on your business objectives.

Additionally, an SLA can help you decide whether to move more robots to work group in which you observe an increased number of SLA violations.

Default SLA

To ensure timely assignment completion, Pega Robot Manager applies the default pyDefaultSLAForRoboticAssignment SLA rule to an assignment type if you do not configure an SLA in the Assign to robot queue smart shape. The default SLA value is three hours.

To better measure and manage the workload within a specific assignment type (work queue), you can override the default SLA value in Pega Robot Manager.

You can update the default SLA value by saving the pyDefaultSLAForRoboticAssignment rule in your application layer. For more information, see Setting goals and deadlines on the Service-level agreement form.
The default pyDefaultSLAForRoboticAssignment SLA should always be present or overridden in the Work- class.

Configuring service-level agreement for robotic assignments

Set measurable performance standards for completion of robotic assignments to help you meet your business objectives.

Meaningful SLAs influence how Pega Robot Manager determines whether a work group is reaching the capacity limits and needs more robots to work on assignments that are approaching an SLA deadline.
Ensure that your operator account is associated with the AutomationPackageManagement:Admin or PegaRobotManager:RobotRegistrator access role.
  1. Log in to Pega Robot Manager.

  2. From the Pega Robot Manager menu bar, select Robots.

  3. On the Work groups tab, select a work group that contains the assignment type whose SLA you want to update.

  4. In the Assignment types area, select an assignment type.

  5. In the Service-level agreement widget for the selected assignment type, perform one of the following actions:

    • To customize the default SLA value for this assignment type, click Override.
    • If you already customized the SLA value for this assignment type, click the Edit icon.
    • To restore the default SLA value, click the Delete icon.
  6. In the Edit service-level agreement (SLA) dialog box, configure the service-level agreement:

    1. Set the deadline for completing the assignment type, in days, hours, and minutes.

    2. Confirm your settings by clicking Submit.

    See the following figure for reference:
    Customizing the default SLA value for an assignment type
Adjust the look-ahead period to enable Pega Robot Manager to correctly calculate when to move robots to a work group for timely assignment completion. For more information, see Estimating the workload across work groups.
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