An escalation point is used when escalating from one organisation area to another. It is always used in combination with an escalation constraint, which shows the conditions under which the escalation will take place.
Via the ACE Admin Routing | Escalation points... menu choice you can create and delete escalation points.
To use this menu choice you need to have Own escalation points in your access profile. You must also have the organisation areas that the escalation point entails escalation between, among your access areas.
Create new escalation point
To create a new escalation point:
- Enter the name (the Escalation point text field).
- Select which area it entails escalation from (the From organisation area drop-down list).
- Select the area to which it entails escalation (the To organisation area drop-down list).
- Select whether it refers to Incoming calls, Incoming Email, Chat or Callback (the Contact type drop-down list).
- Then click on the Add button.
- Confirm with OK.
Note that when contacts are escalated between organisation areas their original contact data go with them; it is wise to make sure that e.g. task types have a reasonable correspondence in both organisation areas.
Delete escalation point
To delete an escalation point, select its row in the list, and click on the Delete button.