Escalation Matrices
- 22 May 2024
- 2 Minutes to read
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Escalation Matrices
- Updated on 22 May 2024
- 2 Minutes to read
- Print
- PDF
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Escalation is used to make sure that events are dealt with quickly and efficiently and that the right resources and expertise are used to resolve them.
When a situation or issue cannot be resolved at the current level, it is necessary to Escalate it to a higher level of authority or competence. This is known as escalation in the context of incident management.
User Persona: Administrator
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
| NovaTech is a large e-commerce company that operates a shopping platform with a dedicated customer support team. They have received a customer query regarding an issue with their online order. | To resolve this, the Administrator would first assign the incident to the Level 1 support team who would troubleshoot it based on their training and knowledge base. They will then raise it to the Level 2 support team with further expertise. They review the incident and perform advanced troubleshooting methods. Since the issue involves a technical glitch, the Level 2 team will then escalate to the Development Team to identify the root cause or work on implementing a fix or deploying a patch to resolve the problem. |
Configure Escalation
1. Navigate to Design Studio > Module > Configuration > Others > Escalation Matrices. The admin can view the list of all configured Escalation Matrices items. To learn more about managing the list page navigate to Manage Escalation Matrices.
Figure: Escalation Matrices
2. Click New on the right side of the page. The following page is displayed.
Figure: Escalation New
| Field | Description |
|---|---|
Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Criteria | Choose the criteria for configuration. |
Workgroup | Choose the Workgroup as per the Escalation requirement. For example, Level 1 Helpdesk etc. |
| Location | Specify the Location as per the Workgroup configuration. |
| Customer | Select the Customer for whom the Escalation has been assigned. |
| Priority | Set the Priority for the Escalation type. For example, P1, P2 etc. |
| SLA Settings | Choose the SLA configuration as required. |
| SLA Type | Choose the SLA Type as per the requirement. For example, Resolution SLA, Response SLA, etc. |
| Mode | Select the mode from the drop-down menu. For example, By SLA%, By Elapsed SLA time. |
| Hours | Choose the Hours as per the specified SLA and priority and impact. |
| Minutes | Choose the Minutes as per the specified SLA and priority and impact. |
| SLA Percentage | Configure the SLA percentage as per the requirements of Escalation. |
| Recipients | |
| Users | Select the users that need to be added to the Escalation. |
| Active | Select the check box to make the Escalation available on the other pages of the application. |
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