Escalating Emails

In Syntelate XA, agents can escalate emails to an individual, such as a supervisor, or a team. Alternatively, the contact center can implement automatic email escalation. This is commonly used to support agent training. In either case, the functionality is similar.

How to Escalate

Escalation options are presented on your Syntelate XA Agent Desktop. Those options include an ESCALATE button and a dropdown listing individual supervisors or teams.

Track Changes

If you escalate an email to a supervisor, they can choose to either:

• complete it; or
• edit it and pass it back to you.

If the email is returned to the agent, the changes made by the supervisor are tracked and visible to the agent. The agent can choose to either edit the email further and manually escalate it again, or complete the interaction.

If the agent edits the email further and escalates it again, their changes will be tracked and visible to the recipient (i.e., the supervisor).