Receive and Manage Escalations

This tutorial explains how supervisors receive, claim, and resolve escalations in real time from the supervisor workspace.

Before you start

• Escalation is already configured in CMS. If not, complete Configure Escalation first.
• You can sign in with an account that is assigned as a supervisor for this agent.

Step 1 -- Open the Supervisor Escalation Queue

From the CMS Escalation page (Conversation → Escalation), click Open Published Queue (or Open Preview Queue for testing).

The queue opens in QA-Web supervisor mode.

Use Preview Queue when validating configuration changes, and Published Queue when checking the live operations view used by supervisors.

Step 2 -- Understand the Workspace Layout

The page is split into two main panes:

1. Left pane: escalation list and filters.
2. Right pane: selected escalation details and actions.

On smaller screens, details can open in a drawer-style panel.

If you are on a laptop with limited width, start by selecting one escalation first so the detail pane (or drawer) is easier to focus on.

Step 3 -- Watch Real-Time Connection Status

Check the connection indicator in the top area:

• Connected: real-time events are live.
• Reconnecting: temporary interruption.
• Disconnected: updates may not arrive until reconnect.

The queue uses SignalR to push new and updated escalations.

Do not process high-priority cases while status is Disconnected unless you refresh or reconnect first, because the list may not be current.

Step 4 -- Enable Audio Notifications (Optional)

If your workspace supports it, enable notification audio so you hear alerts for:

• Newly created escalations
• Status updates on existing escalations

This is useful for high-volume support teams.

When enabled, keep browser notification permissions allowed so sound alerts can play consistently.

Step 5 -- Filter the Queue

Use filters to quickly focus on important cases:

For an angry customer scenario, start with Pending + high or critical urgency.

As a triage routine, apply urgency first, then narrow by topic or area so you keep high-risk items visible while reducing noise.

Step 6 -- Claim an Escalation

Open a pending escalation and click Claim.

Claiming marks the case as InProgress and indicates ownership to other supervisors.

Claim as soon as you decide to handle the case to avoid duplicate work from multiple supervisors.

Step 7 -- Review Conversation Context

Use the detail panel to review:

• Escalation reason and trigger condition
• End-user profile snapshot
• Conversation messages
• Audit history timeline

This context helps supervisors decide the next action quickly.

Prioritize reading the latest user messages first, then review trigger details to confirm urgency and escalation reason.

Step 8 -- Generate AI Summary (Optional)

Click Generate Summary to create a concise AI recap for the selected escalation.

The summary language follows the value configured in CMS Escalation settings.

Use summary generation as a speed-up tool, but still verify key facts directly from the conversation before final action.

If the organization has Privacy Mode on, the transcript pane shows no content and Generate Summary produces a generic, content-free summary instead of a real recap — supervisors are staff too, and privacy mode withholds content from everyone.

Step 9 -- Complete or Release the Escalation

When handling is done:

• Click Complete and provide a resolution note.
• Or click Release if another supervisor should take over.

Use completion notes for handover quality and audit clarity.

For consistent reporting, include what happened, what action was taken, and whether follow-up is still needed.

Check the result

1. Trigger one angry-user escalation from a test conversation.
2. Verify it appears in the queue in real time.
3. Claim it from one supervisor account.
4. Generate summary.
5. Complete it with a clear resolution note.

If every step works, your supervisor workflow is ready.

Next steps

• Next in the journey: Send Escalation Events to a Webhook, to notify your ticketing or chat tools automatically.
• Adjust the rules: go back to Configure Escalation to refine trigger conditions or supervisor scopes.