E-Mail Escalation Process
This process describes the e-mail escalation process.
Prerequisites
You have defined e-mail escalations.
Process
An e-mail is received in the interaction center (IC).
Automated processing begins.
The initial response time (IRT) is determined by the escalation definition.
If the IRT limit is reached, the e-mail becomes escalated and the workflow escalation process starts.
The notification e-mail is sent to the IC manager.
The manager accesses the E-Mail Workbench, views the situation and takes further actions with the escalated e-mail.