Call escalations let you track and correct a call’s progress in its life cycle. If you do not resolve a call within a a predefined time period, the system automatically gives it higher visibility.

With the Call Queue Manager, you select calls by attributes such as priority, status, and queue. Using call escalations, you assign calls to specific queues, change their status, and increase their priority.

Since escalations change the attributes of a call according to your design, you must create the design carefully. Set up each escalation step so that it changes the call in a particular way.

See Call Management.