What happens to the assignment urgency if the CSR does not respond after reaching the assignment at 4 P.M. Tuesday?

The correct choice indicates that the assignment urgency increases by 20 for every 6 hours after a 24-hour delay. In Pega, an assignment's urgency can be set to change based on specific conditions to ensure timely responses from users.

When a CSR does not respond to an assignment within the specified timeframe, the system automatically increases the urgency to reflect the need for quicker action. In this case, the escalation of urgency happens after a 24-hour period. If feedback or action is still not taken after this period, the urgency will continue to escalate—specifically by 20 units for every subsequent 6 hours. This mechanism is designed to prioritize issues that require immediate attention, which is crucial in managing workflows effectively.

The other options do not align with how Pega manages assignment urgency. For example, maintaining urgency at a constant level indefinitely does not promote timely action, and resetting urgency to zero does not encourage a response. Similarly, a daily reset at midnight does not acknowledge the need for a dynamic adjustment based on elapsed time and the status of the assignment.