"Escalation management" refers to the process of identifying, tracking, and resolving issues or situations that cannot be resolved within expected timeframes or according to established guidelines. Escalation management aims to ensure that problems are escalated to the right authorities in a timely manner to ensure appropriate and timely responses.
Typical functions of software in the "escalation management" domain include:
Problem identification: The software captures and identifies issues or situations that require escalation based on predefined criteria such as timeframes or priorities.
Notifications: The software sends automatic notifications to relevant individuals or groups when an issue escalates or is about to escalate.
Routing and assignment: The software routes the problem to the appropriate individuals or departments and assigns tasks for resolution.
Escalation paths: The software defines and manages escalation paths that set out the process for how problems should be routed and escalated.
Timeframe monitoring: The software monitors timeframes for problem resolution and alerts when deadlines are approaching or exceeded.
History documentation: The software records the history of escalated issues, including all activities, communications, and resolutions.
Reporting and analysis: The software provides features for generating reports on escalation patterns, performance metrics, and improvement suggestions.