An assignment service-level agreement (SLA) is configured with the following details:
Initial urgency: 20
Assignment ready: Timed delay of 1 hour
Goal: 5 hours and increase urgency by 10
Deadline: 8 hours and increase urgency by 20
Passed deadline: 2 hours, increase urgency by 20, and limit events to 5
Assuming no other urgency adjustments, what is the assignment urgency 16 hours after the case reaches the assignment.
Show answer and explanation
Correct answer: B
The initial urgency is set at 20. At 5 hours, the urgency increases by 10 (total 30). At 8 hours, the urgency increases by 20 (total 50). After the deadline, the urgency increases by 20 every 2 hours, up to a limit of 5 events. By 16 hours, all 5 events have occurred, adding 100 to the urgency, leading to a total urgency of
150
(initial 20 + goal 10 + deadline 20 + passed deadline 100).
References:
Pega Platform Help - Service Level
Agreements.