# Monitor open escalations

The Open Escalations page shows all cases that are currently escalated to a team or individual agent. Use it to track which cases have been flagged for priority handling, who they are escalated to, and whether they are marked as urgent.

**Availability:** All clients
**Required permissions:** `managerdashboard:read` (to access)

## View open escalations

From the [Manager Dashboard](/servicing-operations/agent-portal-crm/crm-manager-overview) sidebar, select **Open Escalations**. The page displays a table of all currently escalated cases.

| Column | Description |
|  --- | --- |
| **Case** | The case name or summary. |
| **Case ID** | The case identifier. Select to navigate to the case detail page. |
| **Currently Escalated To** | The team or individual agent the case is escalated to. |
| **Last Updated** | The date and time the escalation was last modified. |
| **Escalated Because** | The reason provided when the case was escalated. |
| **Urgent** | Whether the escalation is flagged as urgent. Urgent escalations receive higher priority in task queues. |


Select the column management icon to show, hide, or reorder columns.

## Sort escalations

Select any column header to sort the table by that column. Select the same header again to reverse the sort direction.

## Navigate to an escalated case

Select a **Case ID** in the table to navigate to the case detail page. From there, the assigned agent can review the case, update the escalation, or cancel it.

**Note:** The Open Escalations page is a read-only monitoring view. To update or cancel an escalation, navigate to the case detail page and use the case options menu. See [Create and manage cases — Escalate a case](/servicing-operations/agent-portal-crm/crm-create-manage-cases#escalate-a-case).

## Related pages

- [Manager Dashboard](/servicing-operations/agent-portal-crm/crm-manager-overview)
- [Monitor open cases](/servicing-operations/agent-portal-crm/crm-manager-cases)
- [Monitor uncompleted tasks](/servicing-operations/agent-portal-crm/crm-manager-tasks)