Escalation matrix for agent

[shivendra]

how can we assign escalation for agent in ticket so that , when customer send ticket to agent 1 and in given time period if agent1 didnot resolve or attend customer ticket it escalate to upper agent 2....and ticket is locked for agent 1 ...

can we do this ....please help

[crythias]

The default action is to *not* assign it to an agent but to have it sitting in a queue until an agent responds to it, and therefore locks it. To do what you request invites frustration to the customer if the ticket is locked for as long as "the time to unlock" is on the ticket and is not addressed.

Better: let the ticket sit in the queue until an agent actual takes it, because the agent is ready to handle it. This way, all agents who have in their preferences notifications yes and the queue highlighted in "My Queues" will get escalation notifications if the ticket is still unanswered, sitting in the Queue, based upon the settings of the ticket's Queue or the ticket's Service.

[shivendra]

thanks for reply,

but my requirement is to escalate ticket to another agent if that agent is on leave or not reply in given time.
so how can i do this....

[jojo]

a escalation will go to all agents who have the Queue in "My Queues" ort rw permission on the queue. So you don't need to reassign it

[crythias]

escalate ticket to another agent if that agent is on leave or not reply in given time.

Set your unlock timeout to the value you desire, and it will be done as you request and I suggest. No, it won't be assigned to another agent, but will now be able to be locked by another agent, meanwhile all escalations will be seen by all members of the queue according to their preferences.

[shivendra]

escalate ticket to another agent if that agent is on leave or not reply in given time.

Set your unlock timeout to the value you desire, and it will be done as you request and I suggest. No, it won't be assigned to another agent, but will now be able to be locked by another agent, meanwhile all escalations will be seen by all members of the queue according to their preferences.

can u brief with example.......i tried but not working...