Escalations

Review an escalation

1. Open Escalations and choose Pending or Completed. Search when you have a customer, shop, or task detail.
2. Read the escalation reason and related record context.
3. Confirm the issue is resolved and the next action is complete.
4. Select Resolve. The console records the resolution and refreshes the list.
5. Check the updated status before leaving the page. Agent Managers see only escalations within their assigned team and shops.