Setting Up Generic and Provider Group-Specific Priorities

Access the Case Priority Revisions form.

Provider Group

For generic priorities, this field is blank.

For provider-group-specific priorities, the provider group number appears by default.

Issue Priority

Enter a value from UDC 17/PR to specify the issue priority.

Commit Percent

Enter the percentage to use when calculating the escalation due time. The commit time is based on the case type. When a case is not covered under a contract, the system uses the value in this field to calculate escalation time.

Escalation Time = Current Time + (Commit Time × Percentage)

Escalation Percentage

Enter the percent of the total response time scheduled to elapse between each of the case's escalation intervals. An escalation interval is the time that lapses between the case's assignment to a provider group member and the case's escalation to the provider group member with the next highest skill level.

For example, if you enter 25 in this field and the response time for the case is 4 hours, the first skill level assigned to this case will have the case for one hour and each skill level thereafter will have the case for 1 hour until the response time is depleted.

Escalation Warning Percentage

Enter the percent of the current escalation interval that remains when the assignee is warned about an upcoming escalation to another provider group member.

For example, if you enter 25 in this field and the provider group member has the case for an hour, the system generates and delivers a warning message 15 minutes before the case is escalated to the next skill level.

Resolution Warning Percentage

Enter the percentage of the entire escalation routine that remains when the current assignee is warned about an upcoming escalation to the provider group manager.

For example, if you enter 10 in this field and the response time is 4 hours (240 minutes), the assignee working on the case when 24 minutes remain receives a warning message.

Escalation Start Percentage

Specify the percent of the response time assumed to have already lapsed or expired before the first escalation interval begins

For example, if you enter 10 in this field and the response time is 4 hours (240 minutes) the first provider group member assigned to the case will be assigned as soon as the case is created and saved, but the complete escalation interval will not begin until 24 minutes have elapsed.