Stop escalations that reach tier 2 without what it needs

Fields

• Team the agent is escalating to
• Agent's handoff note
• Conversation with the customer so far, with speaker labels

Questions

1. What should the agent do with this escalation before it moves to the receiving team? Choice

   Judge the note and the conversation against the receiving team's checklist and standard fixes in the context. This is a suggestion for the agent, who can still send the escalation with a reason. When more than one option fits, pick the one lowest in the list.

   • Send as it is The note states the problem, what was tried and the impact, everything on the team's checklist is in the note or the conversation, no standard fix is left untried, and the team is right.
   • Add the missing information first The team is right and no standard fix is left untried, but the note is unclear or something on the team's checklist is missing.
   • Try the standard fix first A standard fix in the context applies to this problem and the conversation does not show it was tried, so tier 1 may still solve it.
   • Send to a different team The problem belongs to another team in the context, whatever else the note lacks.

2. Does the escalation note state the customer's problem clearly enough for someone who has not read the conversation? Yes / No

   Read the note on its own, as the receiving team will. Clear means it says what the customer is trying to do, what goes wrong and since when. Words such as "not working, please check" do not describe the problem. Yes: A reader of the note alone would know what is wrong and since when. No: The reader would have to open the conversation, or ask the customer, to learn what is wrong.

3. Does the escalation note say what was already tried and what happened? Yes / No

   Count steps taken by the agent or the customer, such as reconnecting, retrying, updating the app or checking another channel, when the note says what the result was. Steps that appear only in the conversation do not count here. Yes: The note names at least one step tried and its result. No: The note names no step tried, or names one without its result.

4. Does the escalation include the error text, reference or log the receiving team's checklist asks for? Choice

   Look in both the note and the conversation. Use the checklist for the team named in the target team field. A description of what the screen shows is not the error text unless the checklist accepts it.

   • Included The error text, reference or log the checklist asks for appears in the note or the conversation.
   • Missing The checklist asks for an error text, reference or log, and neither the note nor the conversation gives it.
   • Not required for this team The receiving team's checklist asks for no error text, reference or log.

5. Does the escalation give the device, version, store or account details the receiving team's checklist asks for? Choice

   Use the checklist for the team named in the target team field. Look for details such as the platform, the store address or account ID, the phone model and app version, or an example record.

   • In the note Every set-up detail the checklist asks for is written in the note.
   • Only in the conversation The details are all given, but at least one appears only in the conversation and not in the note.
   • Missing At least one set-up detail the checklist asks for appears in neither the note nor the conversation.
   • Not required for this team The receiving team's checklist asks for no set-up details.

6. How badly does the conversation show the problem affects the customer? Choice

   Judge from what the customer says about their work or their shop, not from how serious the fault sounds.

   • Blocked The customer cannot use the service for the job they use it for, and has no way round it.
   • Degraded The service works badly, or the customer has a slower way round the problem.
   • Minor A cosmetic problem or a question, with no effect on the work.
   • Not stated The conversation says nothing about how the problem affects the customer.

7. Is the team named in the escalation the right one for this problem, under the team descriptions in the context? Yes / No

   Compare the problem in the conversation with what each team in the context handles. Yes: The problem belongs to the team named in the target team field. No: The problem belongs to a different team in the context.

8. Does the escalation note leave out or contradict something important the customer said? Yes / No

   Compare the note with the customer's words in the conversation. Important means a fact that changes how the receiving team would investigate: when it started, which records or devices are affected and which are not, what the customer already did, or a second problem. Yes: The note leaves out or gets wrong at least one such fact. No: The note carries every such fact the customer gave, or the customer gave none beyond what the note says.

9. Was the standard fix from the context tried, when one applies to this problem? Choice

   Use the standard fixes listed for the receiving team, and for the team the problem belongs to if that is different. Judge from the conversation and the note.

   • Tried A standard fix applies, and the note or the conversation shows it was tried.
   • Not tried A standard fix applies to this problem, and nothing in the note or the conversation shows it was tried.
   • No standard fix applies No standard fix in the context fits this problem, or the team has none.

10. Does the customer say they have contacted the firm before about this same matter? Yes / No

    Count any earlier call, chat, email or ticket about the same problem that the customer mentions. Yes: The customer says they contacted us before about this problem. No: The customer mentions no earlier contact about it.

11. Does the agent promise the customer a fix, a time for a fix, a credit or a refund on the receiving team's behalf? Yes / No

    Our rule: tier 1 may say the issue has been passed to the named team and that the team replies within one working day. Tier 1 may not promise a fix, a time for a fix, a credit or a refund on that team's behalf. Yes: The agent promises any of these, such as "they will have it fixed today". No: The agent only says the issue is passed on, or gives the one-working-day reply time.

Lens columns

suggested_step, suggested_step_probability, issue_clear, issue_clear_probability, note_steps_tried, note_steps_tried_probability, evidence_included, evidence_included_probability, setup_details, setup_details_probability, impact, impact_probability, right_team, right_team_probability, note_misses_facts, note_misses_facts_probability, standard_fix, standard_fix_probability, repeat_contact, repeat_contact_probability, promised_for_team, promised_for_team_probability