SLA and Escalation to Manager
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?