Escalation rules

Make sure a breached case never sits still.

Steps

1. 1Open Settings → Escalation and select Add rule.
2. 2Choose which priorities the rule covers, or leave it empty for all.
3. 3Add levels. Each runs a number of minutes after the breach or the previous level.
4. 4For each level choose an action: return to the queue, assign to the supervisor, assign to a person, or move to a team.
5. 5Save. Levels keep running while the case stays breached and nobody acts; an agent's action restarts the timer.

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