This metric gives you the option to quickly see how many tickets were escalated by each of your agents.
A ticket is escalated when an agent assigns that ticket to another group and they have not already received an escalated or solved point.
Exception: An agent will NOT receive an escalated point if he/she changes the group but assigns it to themselves in the new group.
Example:
The following will result in one escalation point for the agent in the 'Tech' group:
- Agent A in the 'Tech' group receives a ticket.
- Agent A updates and sends the ticket to an Agent B in the 'Sales' group.
The following will NOT result in one escalation point:
- Agent A in the 'Admin' group receives a ticket.
- Agent A updates and sends the ticket to themselves in the 'Tech' group.