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vert-age-blog-Escalation-Matrix
An Escalation Matrix is an issue handling process that notifies agents and decides the assigning of tickets to different level agents.
Not every ticket is the same and created equally. Some are easier than others and some may indicate the larger issue. Ticket Escalation helps you in identifying the tickets that require special attention or intelligent agents and route them to the appropriate agents.
vert-age-blog-Escalation-Matrix
An Escalation Matrix is an issue handling process that notifies agents and decides the assigning of tickets to different level agents.
Not every ticket is the same and created equally. Some are easier than others and some may indicate the larger issue. Ticket Escalation helps you in identifying the tickets that require special attention or intelligent agents and route them to the appropriate agents.