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)
From the Manager Dashboard 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.
Select any column header to sort the table by that column. Select the same header again to reverse the sort direction.
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.