Service Level Agreement Generated Alerts

The Service Level Agreement or SLA provides a turn-around time for Servicers and Counselors to create, submit, review cases as well as to update the case status. When the SLA has been exceeded (morethan 10 days) then both the Servicers and Counselors are notified and are then requested to provide a priority review on the overdue cases. In the screen shot below and based on the alert (red,orange,yellow flags), if the Counselor would like to see what specific cases are Overdue either with a Counselor or Overdue with a Servicer then the Counselor would need to select the specific alert from the View drop down menu and the cases that are overdue will be listed on the dashboard.

 
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