Escalation Predictor

Escalation Predictor (EP) is an application that forecasts the probability of support case escalation. EP relies on several factors, including case details and historical interactions, to predict the escalation probability.

Additionally, it arms support teams with features like Case Swarming to ensure timely resolution and prevent customer escalations. Case Swarming is the integration of EP and Slack in a nutshell. It enables support agents to share case details with SMEs in public and private channels in a Slack workspace.

Escalation Predictor in SearchUnify

Configuration: Set up Escalation Predictor to Preempt Customer Escalations

Instructions on how to set up Escalation Predictor in SearchUnify.

Case Distribution Reports: Review Case Distribution Patterns

Analyze and review the key features distributed across support cases that led to escalations.

Escalations Prediction Reports: Submit Escalation Metrics and View Escalation Dashboard

Submit metrics to analyze escalations and view potential escalations on a powerful dashboard right inside your SearchUnify instance.

Agent Routing Reports: Manage Agent Profiles for Case Routing Recommendations

View and manage agent profile created based on the classification model that allows the routing based recommendation.

Escalation Predictor in Salesforce

Install Escalation Predictor in Salesforce

Instructions on how to set up Escalation Predictor in Salesforce.

Escalation Predictor Reports in Salesforce

View potential escalations on a powerful dashboard right inside your Salesforce org.

Escalation Predictor-Slack Integration: Solve Cases Faster with Case Swarming

Integrate Escalation Predictor with Slack. The integration allows you to post case details into public and private channels in Slack workspaces with experts for faster case resolution.