Event Escalation

Description of process

This process enables you to supervise the support process by informing responsible personnel when a working object (such as a case, case task, or global solution) is stalled or not handled at all. Escalation rules will propagate notifications about unattended working objects until someone takes care of them.

You can define individual escalation rules for each support organization. These rules are defined for each logical unit - CcCase, CcCaseSolution, CcCaseTask. You must define escalation rules for each organization by selecting predefined template rules. An escalation rule will be valid during certain conditions which are determined by the status of the working object. One condition will start the escalation rule and another will end it. When a case or a case task enters a particular status, the system generates all time events that have been specified for that status. When the object changes its status, the system removes the current time events and generates the time events for the next status.

You can define one or more notifications for each escalation rule. Notifications are sent in the form of e-mail messages. It is possible to have individual notifications per queue, workgroup, or other parameters in the working object and you can specify the message content, the delay after which you want the notification to be sent and the time period during which it should be performed in each notification. The receivers and time functions are predefined using SQL statements. The notification can also be recurring. Each notification also has a condition that makes it possible to determine under which circumstances the notification should be sent. As soon as the escalation rule ends, no more notifications for the rule will be sent. You can define the execution time for a notification in terms of the agreed response time with the customer. The response time is something that is negotiated, and can be different depending on the conditions included in the support agreement with the customer, and on the business objects connected to the support key of the support agreement. The response is referred during runtime when the escalation rule starts.

You can also define one more dispatches for each escalation rule. Dispatches are used to automatically dispatch cases, case tasks and global solutions to certain support queues, according to the escalation rule under which it has been defined. You must indicate the name of the organization and the support queue.

As a result of using the escalation handler, e-mail or SMS messages will be automatically sent to those connected to the working objects and the call center process will be handled more efficiently.