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A service level agreement (SLA) is a contract between two parties that sets the time limits for processing documents. In ABBYY FlexiCapture 12, SLA control makes sure batches are processed within those limits.

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How SLA control prioritizes tasks

Tasks from batches that are approaching their deadlines move up in the queues. When a queue holds overdue tasks, the batches with the closest due dates are processed first, regardless of task priority. When several tasks share the same due date, the tasks with the higher priority are processed first. Tasks with extra-high priority are the exception. They are processed before overdue batches.

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Set time limits for batch processing

Set the time limit for processing batches on the Project Setup Station. The period starts when documents are scanned on a Scanning Station. If no Scanning Station is used, it starts when the batch is created on the server.

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Track deadlines in the Processing Monitor

The Administrator can view SLA information on the Processing Monitor → Batches page, which shows the following:
  • The number of batches that are close to their deadline or overdue
  • The current stage of batches
  • The batch creation date
  • The processing deadline of the batch

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Track deadlines on the stations

The Administrator can also view SLA information in two station windows: These views carry three SLA columns:

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Filter batches with deadlines

To keep track of deadlines, filter the batch view (View → Batches) to show only the batches that are approaching their deadlines or are overdue. Select one of the following items from the Show drop-down list, and then specify the filtering criteria:
  • Batches overdue within time period… – Filters batches by their deadlines.
  • Batches with expiration status… – Filters batches by their deadline status.
After a filter is applied, the current criteria appear to the right of the Show drop-down list. To change the criteria, click Filtering criteria button.

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Move tasks up in a queue

Use one of the following ways to help batches meet the deadlines set in an SLA:
  • Set the batch priority to Extra-high.
  • Assign the batch to another operator.

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How postponed tasks affect an SLA

Operators can postpone tasks that contain documents requiring verification. A postponed task can delay processing past the batch deadline and cause non-compliance with an SLA. Postponed tasks are marked with the Task postponed check mark icon in the Task Postponed column of the Details view (View → Details) on the Project Setup Station and the Verification Station. The User Task column of the Details view shows the name of the user who postponed the batch. To view a list of postponed tasks, click View → Queues in the Verification Station. This helps Operators keep track of batches that have deadlines.