Call escalation controls the automatic progression of service on a call according to a predetermined schedule. It provides automated control of call response times and is designed to ensure that each call is serviced in time and by the appropriate personnel.

If properly designed, call escalation gives management the visibility to track and correct a call’s progression within a service organization. If a call is not resolved within a certain time frame, it can automatically be given more urgent visibility.

You enable call escalations by setting Use Escalation to Yes in Call Management Control (11.1.24).