Design escalation paths

1. Map your escalation matrix

1. List every ticket type that requires escalation (billing disputes, VIP accounts, security issues).
2. Assign a target response SLA and ultimate owner for each type.
3. Document the channels used for escalated comms (Slack, email, PagerDuty).

2. Configure NexusCore queues

• Create dedicated Priority queues for each escalation path.
• Set queue-level SLAs (e.g., 15 minutes for security issues, 60 minutes for billing disputes).
• Restrict access to the queues to the relevant leadership or specialist group.

3. Build routing automations

Use Automation Studio to:

• Tag tickets with intents like security_alert or vip.
• Trigger routing actions when intent confidence exceeds your threshold.
• Notify the owning team via Slack or email using Mesh webhooks.

4. Provide contextual summaries

Before handing off, append:

• AI-generated summary
• Customer history and health score
• Latest actions taken by frontline support

This context travels with the ticket and reduces follow-up questions.

5. Track escalations

• Enable Escalation reports in Analytics to see volume, SLA adherence, and reopen rates.
• Schedule weekly export of escalated tickets for QA review.
• Use tags like pilot-esc or critical to filter runs and slices.

6. Review and refine

Meet monthly with the escalation owners to:

• Review metrics (MTTR, customer satisfaction, reopened cases).
• Audit automations for false positives/negatives.
• Update macros and knowledge base entries tied to escalated topics.

Effective escalation paths keep risk managed without overwhelming leadership.