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Process documentationE-Mail Escalation Process


This process describes the e-mail escalation process.


You have defined e-mail escalations.


  1. An e-mail is received in the interaction center (IC).

  2. Automated processing begins.

  3. The initial response time (IRT) is determined by the escalation definition.

  4. If the IRT limit is reached, the e-mail becomes escalated and the workflow escalation process starts.

  5. The notification e-mail is sent to the IC manager.

  6. The manager accesses the E-Mail Workbench, views the situation and takes further actions with the escalated e-mail.

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E-Mail Escalation