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Escalation Management

Modified on Tue, 13 Jun 2023 at 05:26 PM

Purpose

Use Escalation Management section to prevent cases from escalating. SupportLogic extracts more than 60 different signals and trends from your case messages to predict escalations and walks you through actions to prevent escalations before they happen. 


Summary

There are two pages under Escalation Management:

  • Escalations Report: displays all cases in a spreadsheet view where you can move columns around, add new columns based on case fields, and sort columns to locate cases you wish to prioritize. 


  • Escalations Board: presents cases as actionable cards in column format. This view groups cases into:
    • Cases reviewed (collapsed)
    • Likely to Escalate
    • Escalation Requests
    • Active Escalations
    • Resolved (collapsed)

Applying Global and Dynamic Filters

You can leverage your Global Filters and combine them with Dynamic Filters as you can elsewhere in SupportLogic (see Dynamic Filters defined and applied below):


Escalations Kanban View with Dynamic Filter applied


You can also apply any Global Filters you have defined to narrow the list of cases to only those that pertain to your team and/or customers. 


The Cases reviewed column keeps track of all cases that have been acted on and organizes them into three lists:

  • Acknowledged - for cases where action was taken to engage with the customer, agent or reassign the case
  • Snoozed - where action were delayed for a specified time period
  • Disagreed [with] - where a user disagreed with the predicted by SupportLogic


Apply Global filter and open Cases reviewed column



Escalations Review Workflow

While working in the Escalations Board, you will take action on cases, deciding whether to "Acknowledged", "Snooze" for a specific time period or to "Disagree" with the escalation prediction made by the SupportLogic AI.  


To complete the Escalations Review Workflow:


  1. Review cases in the Likely to Escalate column
  2. Open a case to determine what action you wish to take on
  3. Start the Escalation review 
  4. Review Key Insights that SupportLogic surfaces as relevant to this case based on the case history, customer interactions and agent interactions
  5. Take appropriate actions on the case. Some examples are:
    • Re-assign the case to another agent
    • Share the case with one or more other team members
    • Communicate with the customer or agent directly
    • Edit case fields
    • Add escalation notes, provide coaching to the agent, etc.
  6. Choose one of three options: 
    • Acknowledge prediction
    • Snooze it for
    • Disagree with prediction
  7. Then Exit the review and move onto the next case


Check out a brief (1 ½ minutes) tutorial on how to complete the Escalation Workflow:


Open the Escalation Workflow video


Escalations Review Workflow Exit Options Detailed description

Mouse over each action to read the detailed explanation of each each action you might take:

Mouse over each question to reveal the answer.

Acknowledged [Taken care of...]

Acknowledged

This should only be taken if you agree with the SupportLogic escalation prediction, and you have taken action to ensure a follow up with the customer to potentially prevent an escalation.

Snooze [this case for…] 

Snooze [this case for…] 

This option means that you may agree with the escalation prediction, but you are not expecting an escalation to occur in the immediate future.  Taking this action removes the case from the Likely to escalate queue and places it into the snooze queue.

Disagree [with prediction] 

Disagree [with this prediction] 

This option means you do not agree with the escalation prediction, and do not believe an escalation will occur based on current information.




Click here to expand the detailed explanation of the Escalation Workflow exit options...


Acknowledged [clear from queue]This should only be taken if you agree with the SupportLogic escalation prediction, and you have taken action to ensure a follow up with the customer to potentially prevent an escalation.  Such actions could include:
  • Sharing the case with the agent or requesting other staff members to assist the agent
  • Create an annotation to document actions taken
  • Create an internal case note
  • After the action is taken, the case is removed from the Likely to escalate queue and moved to the Cases acted upon queue.  An entry is also recorded in the case timeline showing you took action.


Snooze [this case for…] This option means that you may agree with the escalation prediction, but you are not expecting an escalation to occur in the immediate future.  Taking this action removes the case from the Likely to escalate queue and places it into the snooze queue.  An entry is also recorded in the case timeline showing you took action.
  • The snooze period can be set to expire at any future date.  When the snooze period expires the case is removed from the snooze queue and placed back into the Likely to escalate queue, if the escalation prediction is still active.


Disagree [with prediction] This option means you do not agree with the escalation prediction, and do not believe an escalation will occur based on current information.
  • After the action is taken the case is removed from the Likely to escalate queue and placed into the dismissed queue.  An entry is also recorded in the case timeline showing you took action.
  • The case may later be evaluated by the escalation prediction model, and may once again be predicted for escalation.  This process creates a brand new escalation prediction meaning the case appears again in the Likely to escalate queue.  This new prediction is separate from previous predictions and requires its own workflow process.





Escalations Report

Target case rollup measures that are relevant to manipulate rows of cases with rich metadata, grouped by customer. You can also sort these lists of cases by clicking on the (i) icon just under their title(s).





Add Case Fields and Export Escalation Prediction Data

In addition to manipulation of the column arrangement, you can Add a Field to the Escalations Report, including custom case fields, continue to arrange them as needed and Export as CSV file for further analysis (see example below).

Add columns and Export list


Escalations Report Use Cases

Escalations Report provides you with a focused report on how your team or organization is performing on escalations and, more importantly, escalation prevention. By escalating data that include case status, resolution, first prediction to escalate, last prediction to escalate, final escalation status, etc. you can determine how effective your escalation prevention efforts have been using SupportLogic.


Note that any Global, Quick or Dynamic Filters that you have applied in Escalations Report will impact the list of cases exported. To review aggregate data on all cases for a given quarter, for instance, you should first disable all filters and then set your time frame for the data to be exported.





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