1. Customer Relationship Management for Support Implementation Guide
  2. Skill-Level Escalation Example

Skill-Level Escalation Example

In this example, Provider Group 1 receives a critical priority case.

The F1753 table contains these escalation values for this case priority (critical) for this provider group:

  • Escalation percentage: 25

  • Escalation warning percentage: 25

  • Resolution warning percentage: 13

The system determines that the time-to-close is eight hours (or 480 minutes) by using this calculation:

(JD Edwards EnterpriseOne commitment date and time) –(case created date and time)

This graphic illustrates how the system processes the case using skill-level escalation:

Skill-level escalation processing

Each provider group member assigned to the case, has 120 minutes to work on the case before it is escalated to the next skill level. Because of load balancing, the employee named Brian does not receive this case. The system sends escalation warning messages when 30 minutes remain in each escalation interval, and the current assignee receives the message. A resolution warning message is generated when 62 minutes remain in the escalation interval, and Sally receives the resolution warning message. If the case is not resolved within the commitment time, Sandra, the service manager, receives the unresolved case.