Understanding the Escalation Review Chart

Purpose

Escalation Review Chart offers a detailed overview of user activities during escalation reviews

Overview

The Escalation Review Chart provides comprehensive insights into user activities during escalation reviews. It tracks user interactions across multiple platforms and presents key metrics to evaluate user engagement, performance trends, and overall activity levels related to escalation management.

Key Insights Provided by the Escalation Review Chart

1. User Actions

The chart displays a list of users who have performed escalation-related activities. This helps identify which team members are actively managing and reviewing escalations.

2. Actions Tracked

The following user actions are monitored across platforms such as the Dashboard, email, and Slack:

• Escalated

• Acknowledged

• Disagreed

• Snoozed

These actions are directly executed by the users and represent key steps in managing escalations.

3. % Actioned

This metric indicates the percentage of total available actions that have been completed by users. It serves as a measure of how actively users are engaging with escalations.

4. % Activity Trend

This metric highlights changes in user activity over time, offering visibility into escalation management patterns and user engagement trends.

Usage and Benefits

The Escalation Review Chart is a powerful tool for:

• Gaining visibility into user participation in escalation handling

• Tracking and measuring performance trends

• Identifying opportunities to improve escalation workflows

• Enhancing resolution times through more informed decision-making

By leveraging this chart, teams can better understand how escalations are being managed and take steps to optimize engagement and process efficiency.