About service levels
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Service levels define three time intervals, known as goal, deadline, and late intervals. The goal time is the smallest time interval, the deadline time is a longer interval, and the late interval defines post-deadline times. Each time interval is in days, hours, minutes, and seconds.
Service levels can be associated with a case, a stage, flow, a step, or an assignment. Escalation occurs when the time interval defined by the service level is reached, and the stage, flow, or assignment is not completed (or the case is not resolved).
Escalation can change the urgency value and perform one or more actions such as notify a party, send an alert or email message, cancel the work, or initiate other processing.
See Service level.
The Pega-ProCom agents record — a background requestor — detects goals and deadlines not met and performs escalation processing. To make your application's custom service levels visible to this agent, update the access group for the Pega-ProCom agent schedule data instance to include your application ruleset versions.
Use the SLAs landing page (
> Process and Rules > Processes > SLAs to identify the service level records in the current application, and drill down to the flows (or case types records if referenced by a stage) that reference them.
Use the Application Explorer to access the service levels that apply to the case types in your application. Use the Records Explorer to list all the service level records available to you.
After initial development and testing, selected service levels can be maintained by line business managers rather than by application developers. The General tab of the form provides managers access to the fields most often updated.
For each service level in your application, consider which business changes might require record updates, and whether to delegate the record to non-developers who then can make such updates directly. See How to delegate a rule.
Service level records are part of the Process category. A service level record is an instance of the Rule-Obj-ServiceLevel rule type. Service levels are also called service level agreements or SLAs.
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Understanding the Pega-ProCom agents
Process and Rules category — Processes landing page |
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Atlas — Standard service levels |
Process category
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