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SLA and Escalation to Manager

Received Response
edited Jul 23, 2021 11:58AM in Agent Desktop 1 comment


Hi All,

1.) Is there a way to send the escalation notification to the assigned agent Manager using Business rules or via any other way?

2.) We have an 5 SLA different response and resolution time as stated below 

SLA Initial response time Resolution time
P1 30 min. 1 business day
P2 4 hrs 2 business days
P3 1 business day 3 business days
P4 2 business days  4 business days 
P5 3 business days  6 business days 

we need to send the escalation notifications to the assigned agent manager/some other contact if not responded before the response time and if not resolved before resolution time.

a.) How many escalations rules and corresponding actions do we need to create here ? Do we need to create 5 escalation rules and  2 actions for sending email?


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