Escalation criteria define the conditions under which a case should be escalated. You need to define time-based escalation criteria to automatically reassign unresolved cases to an escalation assignee once the escalation time has passed.

Prerequisites

To access Close Loop Feedback, you would need Program Level Permissions. You will require Program Level View, Edit, and Delete permissions to gain access to it:

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

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Setting Up Escalation Criteria

Let us have a look at the navigation steps:

1. Go to Sprinklr Insights and navigate to Customer Feedback Management Persona App.

2. Go to Global Settings and under case settings, go to Escalation Criteria.

   

   

3. Click + Escalation Criteria.

   

4. Fill in the details in the Create Escalation Criteria page:

   

   1. Name: Add a meaningful name for the escalation criteria.

   2. Description: Add a meaningful description.

   3. Escalation Time: Time within which a case must be resolved before it escalates. You can enter the time and select the unit in minutes, hours, and days.

   4. Click Save.

      
      

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