Escalation and de-escalation are implemented by the Contact Us page in the Self Service application.
Escalation shows customers how to contact the call center by one or more methods (such as e-mail or telephone)
De-escalation provides customers with an opportunity to perform additional research before contacting the call center, and provides some suggestions that may enable them to avoid contacting the call center
Self Service comes preconfigured with de-escalation reports, which provide information about the percentage of de-escalations and the rate of successful de-escalations. For information about running de-escalation reports, refer to the ATG Reports Guide
