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Clear Escalation Level

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in Agent Desktop 5 comments

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Clear Escalation Level

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Hi All,

I used this answer:https://cx.rightnow.com/app/answers/detail/a_id/7815 to apply Clearing escalation rules before moving to a closed state. It works but am worried about how to track this in the report. The info in the incident shows no value for the escalation level (see attached). I have also attached the business rule which seems to work as expected.

How will I be able to track escalated incidents after that clearing has been done?

Any ideas are appreciated.

Regards,

Sylvia


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