Escalation models
Broadcasting to all available employees
Section titled “Broadcasting to all available employees”- retrieve the list of all active employees
- add at the beginning of the list the last mention in the conversation
- filter out employees who have already been escalated without replying
- filter available employees (currently working ones)
- send notification (push notification and email)
- schedule next escalation (When escalation is not enabled, all employees are included in the escalation. The next escalation is scheduled only if no employee is currently available and it will take place at the first employee availability)
Random escalation
Section titled “Random escalation”- retrieve the list of employees in the escalation pool (ordered by escalation rank)
- add at the beginning of the list the last mention in the conversation
- filter employees who have already been escalated without replying
- find the first available employee in the list
- send notification (push notification and email)
- schedule next escalation
Specific escalation order
Section titled “Specific escalation order”- retrieve the list of employees in the escalation pool
- add at the beginning of the list the last mention in the conversation
- filter employees who have already been escalated without replying
- shuffle list of employees
- find the first available employee in the list
- send notification (push notification and email)
- schedule next escalation
Schedule next escalation
Section titled “Schedule next escalation”When escalation is enabled, the date of the next scheduled escalation will depend on employee availability. If no employee is available, the next escalation will occur when the first employee becomes available. If an employee was available, the next escalation will occur after the delay defined by the business.
Interruptions
Section titled “Interruptions”The following events will interrupt an existing escalation process:
- a non-automatic public message from an employee to the customer
- an update of the conversation status to resolved
- a conversation redirection
- a conversation transfer
Triggers
Section titled “Triggers”New customer message
Section titled “New customer message”An incoming message from a customer will trigger an escalation. A new one will be created if there is no running escalation.
Conversation transfer
Section titled “Conversation transfer”A conversation transfer will trigger a new escalation process.
An ongoing escalation before the transfer will be discarded when the scheduled job executes.
Redirection
Section titled “Redirection”A redirection indirectly triggers an escalation process for the new business: as the redirection is triggered by a new message from a customer to another business in the organization, it’s the reception of the new message that will trigger the new escalation process.
An ongoing escalation before the redirection will be discarded when the scheduled job executes.