Skip to content

Escalation Reason

Escalation Reason identifies why a conversation escalated (or is likely to escalate), such as:

  • billing dispute
  • technical outage
  • policy exception requested
  • supervisor requested
  • complaint / dissatisfaction
  • Dropdown (controlled list) + optional text details/explanation

Configuration overview

  1. Define escalation taxonomy (start small; expand as needed).
  2. Create Custom Field(s):
  3. Escalation Reason (dropdown)
  4. Optional: Escalation Details (text)
  5. Enable or create an AI Task.
  6. Create dashboards and saved searches:
  7. Escalation Reason distribution
  8. Saved view: “Escalation Reason != Unknown” or “Escalation Reason = Supervisor requested”

Prompt recommendations

  • Use strict allowed labels
  • Require evidence-based reasoning
  • Return Unknown when escalation is not present or unclear

Define "escalation" based on your business needs. Common approaches:

  • Narrow definition: supervisor involvement only
  • Broad definition: includes threats to cancel, public complaints, legal mentions, or explicit dissatisfaction

You can start with a broad definition and use specific reason labels (Supervisor Requested, Cancellation Threat, Complaint, etc.) to segment for reporting.