Escalation Family Tree
Most CEO escalations had a P3 ancestor. Find today's before its birthday.
The job
Traces each executive escalation back to the low-priority ticket it grew from, learns the pattern, and heads off today's likely candidates before they reach the CEO.
The moment
Each escalation that reached the executives is traced back, like a family tree, to the low-priority ticket it started from.
The review shows 9 of the last 11 executive escalations began as low-priority tickets, a median of 38 days earlier. In 7 of them, the first message said the problem was happening again.
Today's watchlist holds 6 tickets that fit the pattern, each with a countdown. The most urgent was opened 21 days ago and would typically escalate in 17 days.
A quarter later, executive escalations are down by half. The one that still happened escalated two days after its predicted date.
What it does
- Build and save a family tree
- Flag a likely ancestor
- Warn the CSM
- Bump the ticket's priority
- Record the 30-day outcome
What you see
Genealogy diagrams per escalation plus a likely-ancestors watchlist with born-on dates, birthday countdowns and a prevented column.
What it moves
Executive escalations each quarter, median days from first ticket to escalation, and how often the watchlist correctly flags them.
Built for
- Contact-centre operations
- Account management & sales
