Posted: 27 Jun 2018 10:33 EDT Last activity: 19 Jun 2019 12:07 EDT
Answer on question 3 chapter 9 configuring a service level agreement
Question 3 reads
A service level agreement rule describes the following behavior:
Start of service level
Passed Deadline interval
The service level provides a four-hour initial delay. If the case urgency (.pxUrgencyWork) is set to 10 and the case reaches the assignment at 9am Monday, what is the assignment urgency at 12pm Wednesday?
The correct answer given by the course is 60 with the following explenation.
The assignment urgency begins at 10. The urgency then increments to 30 when the assignment is ready at 1pm Monday. The urgency then increments to 40 when the goal interval ends at 9pm Monday. The urgency then increments to 60 when the deadline interval ends at 1pm Tuesday
However is the correct answer not 80 since the passed deadline interval at Wednesday at 1 pm increases the urgency to 80 ?