Master Setup → Escalation Matrix

Escalation Matrix Configuration

Escalation Levels

L1
Agent
First Response
Trigger Conditions
New complaint, AI routes to dept, Customer calls IVR
SLA Target
30 min
Assigned To
Assigned Agent
Queue-based auto-assign
Notifications
In-App
L2
Team Lead
Supervisory Review
Trigger Conditions
L1 SLA breach, Agent requests, Sentiment < -0.7, Customer requests manager
SLA Target
2 hrs
Assigned To
Department Team Lead
Shift Supervisor
Notifications
Email
In-App
SMS
L3
Department
Head
Critical Resolution
Trigger Conditions
L2 SLA breach, Critical keywords, Repeat 3+ times, VIP customer
SLA Target
4 hrs
Assigned To
Department Head
Quality Manager
Notifications
Email
SMS
WhatsApp
L4
Executive
Final Escalation
Trigger Conditions
L3 SLA breach, Legal/PR risk, Social media, Threatens legal action
SLA Target
8 hrs
Assigned To
VP Operations
CEO Office
Notifications
Email
SMS
WhatsApp
In-App

AI-Powered Escalation Triggers

SMART
Negative Sentiment Auto-Escalation
IF sentiment score < -0.7
THEN escalate to L2
Repeat Complaint Detection
IF customer has 3+ complaints in 30 days
THEN escalate to L3
SLA Breach Auto-Escalation
IF current level SLA exceeded
THEN escalate to next level
High-Volume Outlet Alert
IF outlet receives 5+ complaints/hour
THEN escalate to L2 + notify manager
Critical Keyword Detection
IF complaint contains: safety, injury, legal, recall
THEN escalate to L3 immediately
Social Media Mention Escalation
IF complaint posted on social media
THEN escalate to L3 + notify PR

Department-Specific Escalation Status

Beverages Department Misconfiguration
Beverages department has no escalation mechanism configured. This was identified as a key challenge.
Department Escalation Active Levels Avg Resolution SLA Compliance Actions
Retail Active 4 2.5h 89%
Beverages NOT CONFIGURED 0 N/A 45%
Ice Cream Active 3 1.8h 94%
Merchandise Active 2 3.1h 78%
E-commerce Active 4 2.2h 85%
Distributors Active 2 4.0h 72%