What is the intended outcome of case prioritization in Pega?

In Pega, case prioritization is designed to enhance organizational efficiency by ensuring timely resolutions of cases. When cases are prioritized effectively, it allows teams to focus on the most urgent and important tasks, thereby optimizing the workflow and resource allocation. This approach helps in addressing critical cases quicker, improving customer satisfaction, and ultimately leading to better performance metrics for the organization.

The prioritization process does not view all cases as equal; instead, it strategically determines which cases need immediate attention based on defined criteria such as urgency, impact, or complexity. This allows the organization to manage its workload more effectively, ensuring that resolution times are reduced for high-priority cases, which is paramount in many business contexts.

In contrast, focusing solely on complex cases or allowing manual intervention in every case would slow down the process and could lead to inefficiencies. Therefore, the overarching goal of case prioritization is rooted in timely resolutions that support the broader efficiency of the organization.