AI Escalation Manager Analytics - Open Escalation Prediction Cases

Use this report to monitor which open cases are at risk of escalation, how long escalations have been active, and where to focus effort.

Note: Values shown in screenshots are illustrative. Your environment displays live data.

Filters

  • Date Range and Agent (single or multi-select).

  • Use Apply to refresh reports data and Clear All to reset.

KPI Cards

  • Open Cases

    Total open cases in the crm. (based on filters).

  • Open Escalations

    Open cases that are currently escalated per your rules.

  • Avg. age of Escalated Cases

    Average time (days) since creation for cases that are escalated right now.

    Example: 2.5d.

  • Avg. age of Escalation Duration

    Average time (days) that the current escalations have been escalated (from the moment each case entered escalation to now).

    Example: 2.8d.

Admin tip: If Open Escalations is flat but Avg. age of Escalation Duration rises, escalations are lingering—review staffing, SLAs, or blockers.

Escalation Predicted Cases Bar

A color-coded bar shows how open cases are distributed by Escalation Score (0–100):

  • Green = Non-Escalated (0–34)

  • Amber/Yellow = Medium-Escalated (35–59)

  • Red = Escalated (60–100)

Use the download icon near the chart to export the view.

Escalation Predicted Cases Table

A paginated list of in-scope open cases. Columns:

  1. Case ID SU — SearchUnify internal case identifier (if available).

  2. Case ID SF — Salesforce case number/ID.

  3. Customer Name — Contact/requester (may show N/A if not synced).

  4. Account Name — Customer account (may show N/A for community/consumer users).

  5. Agent Assigned — Current owner/assignee.

  6. Case Ageing (in Days) — Days since case creation.

  7. Case Created Date SU — Creation timestamp indexed by SearchUnify.

  8. Case Created Date SF — Source-of-truth creation timestamp from Salesforce.

  9. Escalation Score Initial — Risk score when the case was created/ or the conversation started if using L1 agent case entered the open queue.

  10. Escalation Score Current — Latest risk score based on recent signals.

Note: You’ll see N/A in two scenarios:

  • The field doesn’t exist in the source,

  • You don’t have permission to view it.

How to Use This Report

For Support Managers/Agents

  1. Triage by risk: Sort by Escalation Score Current to address highest-risk cases first.

  2. Check age vs. risk: Prioritize cases that are red and older than your SLA targets.

  3. Stabilize escalations: For already-escalated cases, add clear updates, confirm next steps, and set expectations to drive the score down. Also, the timely alerts are shared on the given email address.

For Admins / Team Leads

  • Read the four KPIs together:

    • Open Cases and Open Escalations indicate volume.

    • Avg. age of Escalated Cases and Avg. age of Escalation Duration indicate timeliness.

  • Coach via deltas: Compare Initial vs Current scores. If many cases trend upward, revisit triage, coverage, or staffing.

  • Drill by agent: Use the Agent filter to spot outliers (high current scores + high ageing).

  • Export for reviews: Download the bar or table for weekly ops reviews and action plans.

Permissions

  • You’ll only see records and fields allowed by your Salesforce permissions.

  • Analytics respects tenant visibility rules and index scope.