An escalated call is a type of phone call that is transferred from one customer service representative to another who has more authority, expertise, or decision-making power to address a customer's issue. The purpose of escalating a call is to provide the customer with a higher level of support or assistance to resolve their problem or concern.

Business Use Case

Escalated calls typically occur when the customer's issue requires more attention, resources, or specialized knowledge than the initial representative can provide. For example, if a customer is dissatisfied with a product or service and the initial representative cannot resolve the issue to the customer's satisfaction, the call may be escalated to a supervisor or manager who can offer additional solutions or resources.

In these scenarios, we can transfer the calls to the supervisor or the expert but that is not always feasible.

Solution

To handle this we can use ACWs to add these calls to the appropriate case queue so that the supervisor or the expert can handle these calls when they become available. 

Configuration

Step 1: Add a field in the disposition plan that the agent will fill to add the case to the case queue.

Step 2: Create a case queue or identify the case queue that is being used by the supervisor or expert to handle cases

Step 3: In the ACW builder, add a decision box within a loop to check whether this field exists

Step 4: Add another decision box to check what was filled in the field. For the branch in which the agent has selected the case to be added to the supervisor or case queue , add a “Add or remove from queues” node. 

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Step 5: In the “Add or remove from queues” node, add the case queue and save the node

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The case will now be assigned to the expert/supervisor queue and will be assigned to them when they become available.