Customer escalation triage

When this process is used

When escalation volume requires structured intake and routing. When multiple handler types or teams receive different escalation categories. When consistent triage criteria must be applied across escalations. Ideal for contact centers, service organizations, and any operation with significant escalation volume.

Roles involved

Triage specialists assess incoming escalations. Classification logic or AI determines initial routing recommendations. Triage managers handle ambiguous or complex routing decisions. Receiving handlers accept assigned escalations. Operations teams monitor triage effectiveness and queue health.

Outcomes to expect

Accurate escalation routing matching issues to appropriate handlers Reduced triage time through structured assessment criteria Balanced workload distribution across handler teams and individuals Consistent classification enabling reliable escalation analytics

Step by step process

Your version of this process may vary based on roles, systems, data, and approval paths. Moxo's flow builder can be configured with AI agents, conditional branching, dynamic data references, and sophisticated logic to match how your organization runs this workflow. The steps below illustrate one example.

Escalation intake

The process begins when an escalation arrives in the triage queue. Essential information including issue description, customer details, and escalation reason is captured. AI agents may perform initial classification and suggest routing.

Assessment and classification

Triage specialists review the escalation to confirm or refine classification. They assess severity, urgency, and required expertise. If information is incomplete, they request additional details before routing.

Routing decision

Based on assessment, the escalation is routed to the appropriate handler or team. Routing considers handler expertise, current workload, and any customer-specific requirements. Complex or ambiguous cases are reviewed by triage managers.

Handoff to handler

The assigned handler receives the escalation with complete context and triage notes. Acceptance is confirmed and the escalation moves to active handling. If the handler identifies a routing error, the escalation returns to triage.

Triage effectiveness tracking

Triage decisions are tracked and analyzed for accuracy and efficiency. Misrouted escalations inform criteria refinement. Triage timing and queue health are monitored to maintain service levels.

Inputs + systems

This process relies on escalation details, classification criteria, handler capabilities, and workload data. Triggers include new escalation arrival or re-triage requests. Integration with service platforms, skill routing systems, and workforce management tools supports effective triage.

Key decision points

Key decision points include determining the appropriate classification for each escalation, which handler or team should receive it, and whether urgency warrants priority handling.

Common failure points

Incomplete information preventing accurate classification. Misrouted escalations causing delays and rework. Triage bottlenecks when volume exceeds capacity. Classification criteria too rigid for edge cases.

How Moxo supports this workflow

Structures triage assessment with clear criteria and routing logic

AI agents perform initial classification and suggest routing for human review

Routes to handlers based on expertise and workload with confirmation of acceptance

Tracks triage effectiveness for ongoing optimization