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Escalation Prediction Factors

Modified on Fri, 28 Apr 2023 at 02:40 PM

Purpose

Explains the various factors considered when SupportLogic predicts a case will escalate.


Summary

There are three main categories for case escalation prediction factors:

  • Case Factors
  • Agent Factors
  • Customer Factors

You can review the details for each of these categories below.



Case Factors that Impact Escalation Prediction


InsightDescriptionNotes
Case has been open for a long time
Based on the calculated average threshold of days open for your organization's cases.

Case has had multiple back-and-forth communications
The conversation count exceeds the average number of conversations for your organization's cases.

Case went through multiple owners or multiple responders
Excluding swarming users, the case has had more than N number of responders. N being an average number of responders for a case.

Case had negative sentiments detectedMore than 2 negative sentiments detected within the case text.

Case Attention Score increased in the last 2 days
The Need Attention score recently increased.If Need Attention score is 80 or above, the cases will be considered likely to escalate.
Case Sentiment Score decreased in the last 24 hours
The Sentiment score decreased recently.
If the Sentiment score is 50 or below, the case will be considered likely to escalate.



Agent Factors that Impact Escalation Prediction

InsightDescriptionNotes
Agent skills do not match this caseAgent skills are a poor match compared to other agents within the available queues.
Only available for customers with ICA.
Agent did not respond for a long time
The agent has not responded for 2 or more days on a case or there are no responses at all.

Agent has a high backlog
High backlog for agent, for example more than 10 open cases.

Agent is involved in several escalations
Agent is involved in 3 or more other escalations.

Agent has minimal time overlap with this customer
Poor time overlap between agent and reporter's time zone.
Only available for customers with ICA.
Agent has had a few bad experiences with this account
Poor sentiment from 4 or more previous interactions with that customer.



Customer Factors that Impact Escalation Prediction

InsightDescriptionNotes
Customer recently experienced a lot of escalations
Customer has had 4 or more escalations in last 90 days.

Customer has a lot of open cases
Customer has greater than 10 open cases.
You can adjust which cases statuses impact escalation prediction under Control Center > Settings > Fields page and ensuring the sl_status field values have the considered closed toggle on.
Customer’s health score significantly dropped recently
If the health score dropped.
Only available for customers with Account Health Score.
Customer has filed many issues with this product type
Customer has reported 5 or more cases on the specific product.

Customer has many open bugs that are with Engineering
Customer has 3 or more cases escalated to Engineering.

Customer is a churn risk
Customer has 2 or more cases where SupportLogic has identified "churn risk" language in the case text.

Customer's average time to resolution is high
If the average time to resolution is over 5 days, for example.





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