Basics about Escalation points

If required, contacts can be escalated across organisation area boundaries. This takes place via escalation points. The escalation point formalises the transfer of contacts between the organisation areas in order for statistics and access to function correctly.

When you want to allow a contact to escalate from one organisation area to another during routing in ACE Admin, you choose an escalation point which transfers the contact to another organisation area instead of a queue/waiting list. For further information on how to administrate escalation points see instructions for ACE Admin.

Via the reports in ACE Report you can subsequently follow the flow of contacts between the organisation areas.

A contact can

• arrive via an escalation point to an organisation area,
• be escalated via an escalation point from an organisation area.

This applies to all services, i.e. incoming IVR calls, outgoing callback and incoming emails and chats. Note that campaign calls cannot be escalated. By separately presenting the inward and outward flow from an organisation area via escalation points, you do not mix up the flow of ‘”physical” contacts (e.g. physical calls) with escalations between organisation areas.