Escalation Rate
Service Operations
Escalation Rate
Percentage of cases requiring transfer or escalation to a higher support or management level.
Examples
- 01The escalation rate of the first-level IT desk is 18 %: almost 1 in 5 tickets goes to second-level support.
- 02Supervisors review escalation rate by issue type and find that password resets are escalated far more often than needed.
- 03After first-level agents get rights to reset passwords, the escalation rate falls to 11 % and second level has more time for complex cases.