1.5 Enhanced Escalation Process
This topic explains Feature Enhancements that are enhanced or added in this release as part of the escalation process.
In debt collection, certain cases require escalation to a supervisor for review, intervention, or decision-making. Escalation ensures that complex, high-risk, or unresolved accounts are managed appropriately and that front-line agents operate within guidelines.
The key features of this functionality are:
- Abilityto define the rule criteria to escalate a particular task automatically from Strategy maintenance.
- Automatic escalation of task to the supervisor if the escalation rule criteria is met.
- Ability to manually escalate a task by the collection agent to the supervisor.
- Ability to provide the reason for escalation and mark a particular escalation as priority as part of the manual escalation process.
- Ability to view the escalated tasks in the ‘Escalated Tasks’ tab in Task Summary screen.
- Ability to select a particular task from ‘Escalated Tasks’ tab in Task Summary screen and mark as ‘review done’ along with review comments by the supervisor.
- Removal of Escalation Date and Escalated filters from Task tab in Task Summary screen.
- Removal of Escalation column from Task tab in Task Summary screen.
Parent topic: New Features