5.3 Configuring the SLA Parameters

Banks or FIs want to settle payments within a specified time. To achieve this, related alerts should be closed well within this specified time. The cut-off time is the defined duration by when the alert has to be closed. This is the time from when the Analyst starts working on the alert till the time the alert is closed. The SLA is defined as the time from when the alert is created or reopened to when the Payment is made. The Cut-off time will be well within the SLA. You must define the cut-off time and SLA.

Use the SLA Configuration window to define an SLA for a combination of message category, message type, currency, jurisdiction, business domain, message direction, transaction amount range, and message priority.

Note:

The SLA time must be defined in HH:MM:SS format.

You can set an automatic action to be taken by the system if the alert is not investigated within the defined SLA using the Auto Action Parameter field (this is an optional step). For example, if you select Escalate, then the alert is escalated to the Supervisor after the SLA time is passed. You can also set a notification to be sent for overdue alerts as soon as the cut-off time is passed for an alert to any user role, for example, to a supervisor. For more information, see the Generating Email for Different Statuses section.

To set the SLA time, follow these steps:

1. Navigate to the Financial Services Analytical Applications Transactions Filtering landing page.
2. Click Transaction Filtering Admin and then click the SLA Configuration tab.

   Figure 5-3 SLA Configuration Tab

   
   

   

   
   
3. Enter the SLA time in HH:MM:SS format.
4. Select an automatic action for an alert that is overdue. You can do one of the following:
   • Recommend to block the transaction
   • Block the transaction
   • Recommend to release the transaction
   • Release the transaction
   • Escalate the transaction
5. Select Yes to enable a specific combination, else select No.
6. To create a combination, use the following conditions. This is an optional step.
   • Message Category: Select the message category used for the transaction. You can also select Any to indicate that regardless of the message category, the SLA time is enabled for the combination. If you select Any, you cannot select a message type.
   • Message Types: Select a message type for the message category. You can also select All to indicate that the SLA time is enabled for all message types.
   • Currency: Enter the ISO currency code of the currency used for the transaction.
   • Jurisdiction: Select the jurisdiction/geography if the defined SLA time must apply to only this jurisdiction. You can also select All to select all jurisdictions/geographies.
   • Business Domain: Select the business domain if the defined SLA time must apply to only this business domain. You can also select All to select all business domains.
   • Message Direction: Select INBOUND for transactions that are coming into your account and select OUTBOUND for transactions that are going out of your account. You can also select Any to select any message direction.
   • Amount: Select the amount range used in the transaction.
   • Priority: Set a specific alert priority or select Any to indicate that the alert can have any priority.

Table 5-1 General Actions

To...	Do this...
Add a configuration	Click Add. The values appear in a tabular format.
Update a configuration	Select the configuration you want to update, update the value of one or more fields, and click Update. The updated value is displayed in the table.
Remove a configuration	Select the configuration you want to remove and click Remove. The selected configuration is removed from the table.
Clear the values of some of the fields in a configuration	Click Clear. You can only clear the values of the Cut-Off Time, Currency, and Amount fields.
Enable all configurations	Click Enable All.
Disable all configurations	Click Disable All.