Escalation Predictor Reports in SearchUnify
Escalations Dashboard predicts the likelihood of escalations on incoming cases. The probability is expressed through a number—where 0% means the case will not escalate and 100% guarantees an escalation—and one of these three emoticons: 
(irate user), 
(usual user), and 
(content user). Clicking the emoticon on a row expands the row, showcasing the terminologies contributing to case sentiment.
The feature is a great time-saver for SU Admins who don't have to skim through entire case bodies to figure out why a particular customer is content or unhappy. Expanding a case highlights the snippets exuding customer reaction.
The first section in the Escalation Dashboard report is Cases Likely to Escalate. The columns in the report (from left to right) are: Case Number, Case Title, Agent, Owner, Created Date, Last Updated, and Likelihood to Escalate. Out of these columns, Created Date and Last Updated are sortable.
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Case Number. Salesforce case ID.
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Case Title. Case subject in Salesforce.
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Agent. Name of the support agent who answerable for the case.
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Owner. Name of the person who raised the case.
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Created Date. Date and time on which the case was created
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Last updated. Date and time on which the case was last updated
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Likelihood to Escalate. Probability that the case will see an escalation.
There are three filters on the reports:
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Agent Filter allows you to pull up cases by agent. Select an agent’s name to find all the cases the agent has worked on. The pulled up cases are segmented into two parts: Escalated Cases and Cases Likely to be Escalated.
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Owner Filter allows you to pull up cases by owner. Select an owner’s name to find all the cases the owner has created. The pulled up cases are segmented into two parts: Escalated Cases and Cases Likely to be Escalated.
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Minimum Threshold Score Percent (%) allows you to pull up cases with the same or higher value of escalation percentage as mentioned by you.
The second section in this report features a list of Escalated Cases. It contains the cases that have already been escalated. The list is segmented into six different columns: Case Number, Case Title, Agent, Owner, Created Date, and Escalated Date.
