An operator can escalate a ticket to another operator, supervisor or skill.
Following are the steps to use this facility:
1.Click 
icon to escalate an email ticket. The following screen appears.
Escalate/Transfer Tickets
| Screen Elements | Description |
|
Escalate to Operator |
|
|
Current Skill |
Displays the current skill by default from the skill dropdown list when one clicks escalate to operator option.
|
|
Available Operators |
Select the operator from the dropdown list to whom the ticket is to be escalated. The list displays the operators that are available and ready to take up tickets. |
|
Escalate to Supervisor |
|
|
Current Skill |
Displays the current skill by default from the skill dropdown list when one clicks escalate to supervisor option.
|
|
Targeted Supervisor |
Select the supervisor to which the ticket is to be escalated from the dropdown list. |
|
Transfer to Skill |
|
|
Current Skill |
This field is disabled for the operator. |
|
Targeted Skill |
Select the skill to which the ticket is to be transferred from the dropdown list as shown in the screen below.
Click |
button to transfer the ticket.2.When the ticket gets escalated, a confirmatory message is displayed as shown in the screen below.
Message box
3.When the ticket gets transferred to another skill, following confirmatory message is displayed as shown in the screen below.
Message box