Search Results

Results for "escalation"

All 24
Projects 3
Calls 15
Documents 4
Settings 2
Call
Dispute escalation — GIL-759392
"...the customer demanded to speak with a supervisor regarding the billing escalation. Agent attempted de-escalation but caller insisted..."
Feb 9, 13:44CollectionsSentiment: Negative
Call
Sales inquiry with escalation — GIL-759384
"...transfer to sales team requested. The escalation was handled within 30 seconds with warm handoff..."
Feb 9, 14:32Sales CallsSentiment: Positive
Project
Customer Support Bot
VoiceBot project with escalation node configured for human handoff when sentiment drops below threshold.
Created Jan 20, 2026ActiveOwner: Aiste K.
Document
Escalation Policy Guide.pdf
Company policy document defining escalation procedures, SLA requirements, and supervisor routing rules.
Knowledge Base: Support Docs12 pagesUploaded Feb 1
Call
Collection follow-up — GIL-759387
"...caller requested escalation to manager after payment dispute. VoiceBot initiated transfer protocol..."
Feb 9, 14:18CollectionsStatus: Processing
Setting
Escalation Notifications
Notification preferences for escalation events — email, Slack, and in-app alert configuration.
User SettingsNotifications panel
Document
Call Center Escalation Matrix
Decision matrix for routing escalations based on issue type, customer tier, and agent availability.
Knowledge Base: Operations5 pagesUploaded Jan 28