Escalation Matrices

Updated on 18 Feb 2025
2 Minutes to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

Escalation Matrices are 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. It ensures that critical issues receive timely attention and are addressed by the right personnel.

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 Matrices

To configure an Escalation Matrices, perform the following steps:

Click Service Management.
Click Settings > Design Studio.
Figure: Select Design Studio
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

4. 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
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 et
SLA Settings
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.

5. Enter all the details and click Save.

Was this article helpful?

What's Next

Manage Escalation Matrices

Table of contents