Question
Performance impact of Open Cases
Hi,
We have a business requirement where we need to have a large number of cases (approx 1.5 Million) created and will be open for certain period of time. These cases would be updated through agent processing and a %age of those can be routed to user worklist. Rest all would be in a default work-basket and can be manually routed to users on need basis. There is a stringent SLA for agent processing which needs to be completed in 3-4 hours.
I would like to know what would be performance impact of these number of open cases and what steps can be taken to minimize the impact.
Hey, this reminds of the large scale migration we did recently from SF into Pega. On a nutshell, we had migrated half a million customer records, and created around 1million work object and 1.2 million assignments in Pega. All the migration and case creation was done in less than 4 hrs time.
One thing you need to keep in mind, as we create assignments, it gets into shared tables(assignment table). This would straight away impact the GetNextWork, SLA processing (as it tries to query against the million records) and work indexing.
We can simplify by divide and conquer model, or extend the assignments to be stored into custom tables, and customise the assignment & SLA processing. Lots of alert threshold needs to be reviewed post processing of the cases