Use Of Escalation Reports

Modified on Fri, 21 Jul 2023 at 12:04 PM

Purpose 

The purpose of this document is to brief a detailed view about the Escalation Report page.

Summary 


The SLA Compliance and Automated Escalation flags for the anticipated LTE/Escalation situations can be verified on the Escalation Board page.These cases would be listed in accordance only with the open Escalated/ LTE cases.


The Escalation Report can help you to fetch the list of current LTE / Escalated cases along with the below major details,


  • Case Reporter details.
  • Case Owner
  • Escalated date.( Which helps to get the data on when the case was escalated )
  • First LTE predicted date and time.
  • Last LTE predicted date and time.
  • Case Age.
  • Last response date of the case.
  • Customer Name.
  • Case Number.
  • Customer Score.
  • Days Spent in Escalated state.
  • Days to Escalation.

Also, we may add a few other fields to the report to get the information we need as a .CSV file for your analysis. Please refer the below GIF for your reference.



We have an option to apply global and dynamic filter on the Escalation Report page. Which would make more easier to view the expected data.
Likely to Escalate first predicted at : This timestamp shows the date and time of the case's First LTE predicted.


Likely to Escalate Last predicted at : This shows when the case most recent LTE prediction was made, therefore if there were two or more LTE predictions, the most recent LTE timestamp would be displayed.


Escalation Status: The Escalation Status would be any of the below list, and it's respective explanation is as in the screenshot below,



Days Spent In the Escalated state:  Indicates the duration of the case since it's been Escalated.


Days to Escalation: This is the duration from when the case was created to when it was escalated.


Customer Score: These scores are projected for each customer based on a few factors, which helps them to analyse the ongoing problems the consumer is currently experiencing.




Our current sorting method is based only by the customer's name.



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