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How do I work through an Escalation Review?

Modified on Tue, 4 Apr, 2023 at 5:07 AM

1. Start or Continue Escalation Review

2. Review the Contributing Insights at the top of the Escalation Review panel

3. You may need to review the details and communications for the case

4. Based on your review, key insights, and razor-sharp Support skills, take relevant actions on the case, such as:

  • contact the agent
  • sharing the case with an expert
  • add comments
  • reassign the case to another agent, etc. 

5. Finally, remove the case from the Escalation Review queue by clicking one of the three options:

  • I took care of this
  • snooze the case escalation
  • disagree with the escalation prediction


Escalation Manager Workflow

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