Escalation Time

This metric shows the time it took for a ticket to be escalated to the next group after it was first assigned to an agent.

Formula: [Time ticket was assigned to a different group - Time ticket was first assigned to an agent] = Escalation time

Note: A ticket is considered to be escalated only after it is first assigned to an agent. In other words, newly created ticket with no group and agent assigned is not considered as escalated ticket, and thus is not part of this equation.

Common uses of Escalation Time
This metric is a great way to quickly spot time differences between agents and how long they investigate an issue. You can deep dive to understand why such differences exist and use this data for skill or knowledge improvement initiatives or to address incorrect behaviour if escalation time is lower than the average.