What is Escalation?
Moving a call to someone with more authority.
Escalation raises a call to a person with the standing to resolve it — a supervisor, a specialist, an on-call engineer. Clear escalation criteria are what keep an automated system from arguing with someone who needs a decision.
This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.
Related
Terms that come up alongside it
Call operations
More in this category
Transform every customer conversation.
Start free, or talk to us about what a custom rollout looks like for your team.