Larry T (LarryT)
Frontier Communications

Frontier Communications
LarryT Member since 2017 20 posts
Frontier Communications
Posted: December 3, 2017
Last activity: December 6, 2017
Posted: 3 Dec 2017 23:00 EST
Last activity: 6 Dec 2017 11:27 EST

How to calculate SLAs for this scenario?


The answer for below is 60. Please explain why?
The answer for below is 60. Please explain why? Thanks on advance.
A service level agreement rule describes the following behavior:
Urgency Adjustment Interval length Limit
Start of service level 20
Goal interval 10 8
Deadline interval 20 24
Passed Deadline interval 20 24 3

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?

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