Escalation Manager screen

Use the Escalation Manager screen to configure the escalation process and manage escalation levels and rules. Depending on your selection, the Escalation Manager screen displays three separate tabs:

 

Escalation Timings tab

 

Fields on the Escalation Timings tab

Field Description Notes
Controls


Click Level, Timing Name, or Value to sort the table in ascending or descending order.  
Ascending order Sort the level, timing name, or value in ascending order.  
Descending order Sort the level, timing name, or value in descending order.  

Add		 Select add to create new escalation timing. Required.
Refresh Reload the escalation timing screen to view the most up-to-date information.  
Sections
Timing Name Name of the specific timing.  

Level

Level refers to the numerical designation given to each stage of escalation for jobs, ranging from level 1 to 9.

  
Value

Values specifically refer to the percentages of Maximum Response Time (MRT) allocated to each level of escalated jobs.
Level 1: 100% of MRT

Level 2: 55% of MRT

Level 3: 44% of MRT

Level 4: 29% of MRT

Level 5: 19% of MRT

  
Criteria Measured as percentages of Maximum Response Time (MRT) and in minutes.  

 

 

Escalation Tree tab

 

Fields on the Escalation Tree tab

Field Description Notes
Controls


Click Level, Tree Name, or Name/Designation to sort the table in ascending or descending order.  
Ascending order Sort the level, tree name, or name/designation in ascending order.  
Descending order Sort the level, tree name, or name/designation in descending order.  
Delete Delete the tree name from the table.  

Add		 Select Add to create new escalation tree. Required.
Refresh Reload the job manager screen to view the most up-to-date information.  
Sections
Tree Name

The name assigned to the tree structure used for managing job escalations.

Available actions include:

  • Edit ()—Edit an escalation tree.

  • Delete ()—Delete an escalation tree.

 Required.
Escalation Level The stage or level of escalation applied to the job, ranging up to a maximum of 9 levels.  
Name/Designation The name and title of the staff member to whom the job has been escalated.  
Applicable to The list of jobs or scenarios to which this escalation level applies.  
Section Indicates whether the assigned staff member is mapped to a specific section (True) or not (False).  
On duty Indicates whether the staff member is currently on duty.  
24 X 7 Indicates whether the staff member is available around the clock (24/7).  

 

 

Escalation Rules tab

 

Fields on the Escalation Rules tab

Field Description Notes
Controls

Click Rank, Rule Name, or Status to sort the table in ascending or descending order.  
Ascending order Sort the rank, rule name, or status in ascending order.  
Descending order Sort the rank, rule name, or status in descending order.  
Activate Activate the escalation rule.  
Deactivate Deactivate the escalation rule.  
Delete Delete the escalation rule.  

Add		 Select Add to create new escalation rule.  
Refresh Reload the Escalation Rules tab to view the most up-to-date information.  
Sections
Rank Rank determines the sequence in which these jobs and escalations will be triggered. For example, if five different sets of rules match the same conditions, the job and rule accepted will be decided based on their rank order.  
Rule Name Name given to each specific rule. Required.
Status Indicates whether the rule is currently active or inactive.  
Expiry Date Date when the rule is set to expire or become invalid.  
Escalation Tree Specifies the level or severity assigned to each rule within the escalation hierarchy. Required.
Tree Type

Categorizes incidents or issues into two groups:

  • Escalation for issues that are worsening but not critical yet.

  • Crisis for urgent, critical situations that need immediate attention.

  
Level Configured Specifies the level or severity assigned to each rule within the escalation hierarchy.  
Timing Refers to the time under which the rule is applied or triggered.  
Change Priority

When you select Change Priority.
This column displays following fields:

Rank—Determines the sequence in which these jobs and escalations will be triggered.

Rule Name—Name given to each specific rule.

Status—Indicates whether the rule is currently active or inactive.

 

On the right, hover over Drag & Drop

() and arrange the rows in order of rank, rule name, and status.

  
Duplicate Duplicate the escalation rule.  
Delete Delete the escalation rule.