Define Service Levels

You can create service levels to monitor the life span of tasks or to monitor how much time tasks spend in specific steps.

 

Service level dashboards are available to any user with the appropriate permissions defined in Enterprise Management Console. Additionally, you can only create and manage service levels on workflows, drawers, and file types to which you have permission.

1. On the Process Dashboard home page, scroll down to see the service levels panel.
2. Click to configure service levels.

3. Click Add New Service Level to create a new service level. Alternatively, you can click an existing service level to edit it.

4. Type the name of the service level. The name should be descriptive of the SLA you are defining.

5. Define how you want to measure the time for your service level, either in hours or in days.

6. Click Add level to add service levels, and then adjust the sliders to indicate the maximum number of hours or days fall within each parameter.
   The Good service level is already present. Subsequent service levels are named Okay and Warning automatically. When a service level is selected, the next levels minimum value is automatically set to the maximum value or the preceding level to prevent overlap. That is, if the Good value is set to 8 hours, the Okay value cannot be less than 8 hours.
   The values selected here are reflected in the color coded service levels on the main page (see Work with Process Dashboard).
   
   As an example, if you are a carrier monitoring a claims workflow, your definition of what is good, okay, or a warning may depend on how quickly you are processing the first notice of loss (FNOL). You may be monitoring the time it takes for a first visit by a claims adjuster following a calamity; typically within 24-48 business hours. Your Good threshold may be within 12 hours. Your Okay threshold may be within 24, and your warning threshold may be within 48 hours.
   
   If you are an agency monitoring how quickly you are able to process endorsements, you may require that all endorsement requests are processed within 24 hours. Your threshold for Good may be set at 8 hours with an Okay threshold at 12 hours, and a warning at 24 hours.
   

7. Select what the time frame for the service level is to be calculated upon.

   1. Task Creation Time – Service levels for tasks is calculated using the time since the task was created to the current date/time. This measure utilizes the net of all time spent in all steps since the task was created.

   2. Step Duration Time – Service levels for tasks is calculated using the sum of the time elapsed for all steps selected within the SLA definition. For a selected step, the time is calculated from the time the task entered the step to the time the task exited the step. For the step where the task currently resides, the calculated time includes the time since the task entered the step to the current date/time.

8. Click Workflows & Steps to expand the list of workflows and steps.
   You must select at least one step to monitor for service level activity.
9. Locate the appropriate workflow and then click to view the steps within that workflow. Alternatively, you can click the radio button the left of the step name to automatically select all steps within that workflow.
10. All steps are selected automatically. Click All Steps to clear this selection to select steps individually.
    For example, if you are a carrier monitoring a claims workflow, you may only want to monitor steps that are relevant to FNOL activity. If you are an agency monitoring a new endorsement workflow, you may want to monitor activity for steps dealing with the time involved in processing the endorsement request.

11. Click Groups & Users to expand the list.
12. All groups and users are selected automatically Click the Groups & Users check box to clear this selection and select specific groups and users.
13. Select the appropriate groups and/or users from the list.

14. Click Drawers & File Types to expand the list.
15. All groups and users are selected automatically. Click the check box to the left of the Drawers & File Types to clear this selection and select specific drawers and file types.
16. Locate the appropriate drawer and click to view all of the file types associated with the drawer.
17. Select the required file types or click the check box next to the drawer name to select all file types.

18. Click Add to save your changes or click Cancel to close Service Level Preferences without saving. Clicking Reset removes all unsaved changes to the service level without closing.
19. When prompted, click Save as a New Dashboard to save this view as a new dashboard favorite. Alternatively, you can click Save Edits to save changes to the currently selected dashboard or click Reset to cancel your changes.
20. Close Service Level Preferences.

21. When prompted, click Save as a New Dashboard to save this view as a new dashboard favorite. Alternatively, you can click Save Edits to save changes to the currently selected dashboard or click Reset to cancel your changes.

22. If you are saving a new dashboard, enter the name of the dashboard, and then click Save.
23. Select Default View to save the dashboard as your default dashboard.