Network company contact centre: escalation workflow

Simulated clock, fake tickets, nothing leaves this page. Rules are on the right: change them and see the bottlenecks move.

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Escalation rules (the BA's deliverable)

  • R1 Priority sets the SLA at each level: P1 30 min, P2 120 min, P3 480 min.
  • R2 SLA breach at L1 or L2 escalates one level automatically.
  • R3 Manual escalation needs a reason (min 5 characters).
  • R4 Outage tickets (network down) start at L2.
  • R5 Manager level never auto-escalates; it raises an alert.

Bottleneck view