Escalations & Notifications Explained

Overview #

Escalations ensure overdue or high-priority cases get extra attention. Notifications keep your team and customers informed in real time.

Escalations #

1. Rule-based Escalations:
   • Example: If a case is not updated within 24 hours → escalate to a Supervisor.
2. Multi-level Escalations:
   • Level 1 → Supervisor
   • Level 2 → Department Head
   • Level 3 → Executive Management
3. Automatic Reassignment:
   • Escalated cases can be re-assigned to another available agent.

Notifications #

• Agent Notifications:
  • New case assigned
  • SLA breach warning
  • Escalation alerts
• Manager Notifications:
  • SLA breach reports
  • High-priority cases created
• Customer Notifications (Optional):
  • “Your case has been received”
  • “Your case has been resolved”

Configuring Notifications #

1. Go to Admin Panel → Notifications.
2. Choose channels: Email, SMS, WhatsApp, In-app.
3. Customize message templates (e.g., “Dear [Customer Name], your case [ID] has been escalated to management.”).

✅ Tip: Integrate DigiCase with CXLink to trigger real-time service recovery workflows when negative feedback is detected.