Create or modify escalation rules

You can create an escalation process to assign HR cases to HR agents with the appropriate skills.

Before you begin

Role required: sn_hr_core.admin

About this task

You can create an escalation process to assign HR cases to HR agents with the appropriate skills. Ensure that the following items are in place to use HR tier escalation rules.
  • The HR tier escalation rules are set up correctly.
  • The email address for the tier group is correct.
  • The correct roles are assigned to the tier. Roles, groups, skills, and location determine the group a case is escalated to.

The following procedure describes how to create and edit HR tier escalations used when cases are assigned to HR groups.

Procedure

  1. Navigate to HR Administration > Manage Roles > Escalation Rules.
  2. Click New or open an existing escalation tier.
  3. From Escalate from, click the Lookup using list icon and select an existing tier or click New to create a new tier. This tier contains HR agents that have fewer skills than the next tier.
  4. From Escalate to, click the Lookup using list icon and select an existing tier or click New to create a new tier. This tier contains HR agents that have more skills than the previous tier.
  5. Click Submit to save your changes.
    Click an Escalate from or Escalate to group to view group information.