Purpose
Explains the various factors considered when SupportLogic predicts a case will escalate.
Summary
There are three main categories for case escalation prediction factors:
- Case Factors
- Agent Factors
- Customer Factors
You can review the details for each of these categories below.
Case Factors that Impact Escalation Prediction
| Insight | Description | Notes |
|---|---|---|
| Case has been open for a long time | Based on the calculated average threshold of days open for your organization's cases. | |
| Case has had multiple back-and-forth communications | The conversation count exceeds the average number of conversations for your organization's cases. | |
| Case went through multiple owners or multiple responders | Excluding swarming users, the case has had more than N number of responders. N being an average number of responders for a case. | |
| Case had negative sentiments detected | More than 2 negative sentiments detected within the case text. | |
| Case Attention Score increased in the last 2 days | The Need Attention score recently increased. | If Need Attention score is 80 or above, the cases will be considered likely to escalate. |
| Case Sentiment Score decreased in the last 24 hours | The Sentiment score decreased recently. | If the Sentiment score is 50 or below, the case will be considered likely to escalate. |
Agent Factors that Impact Escalation Prediction
| Insight | Description | Notes |
|---|---|---|
| Agent skills do not match this case | Agent skills are a poor match compared to other agents within the available queues. | Only available for customers with ICA. |
| Agent did not respond for a long time | The agent has not responded for 2 or more days on a case or there are no responses at all. | |
| Agent has a high backlog | High backlog for agent, for example more than 10 open cases. | |
| Agent is involved in several escalations | Agent is involved in 3 or more other escalations. | |
| Agent has minimal time overlap with this customer | Poor time overlap between agent and reporter's time zone. | Only available for customers with ICA. |
| Agent has had a few bad experiences with this account | Poor sentiment from 4 or more previous interactions with that customer. |
Customer Factors that Impact Escalation Prediction
| Insight | Description | Notes |
|---|---|---|
| Customer recently experienced a lot of escalations | Customer has had 4 or more escalations in last 90 days. | |
| Customer has a lot of open cases | Customer has greater than 10 open cases. | You can adjust which cases statuses impact escalation prediction under Control Center > Settings > Fields page and ensuring the sl_status field values have the considered closed toggle on. |
| Customer’s health score significantly dropped recently | If the health score dropped. | Only available for customers with Account Health Score. |
| Customer has filed many issues with this product type | Customer has reported 5 or more cases on the specific product. | |
| Customer has many open bugs that are with Engineering | Customer has 3 or more cases escalated to Engineering. | |
| Customer is a churn risk | Customer has 2 or more cases where SupportLogic has identified "churn risk" language in the case text. | |
| Customer's average time to resolution is high | If the average time to resolution is over 5 days, for example. |
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