Escalation Quality

Escalation Quality measures how appropriately tickets are escalated to specialized teams or higher support tiers. It evaluates whether escalations were necessary, timely, and included sufficient context for the receiving team. Poor escalation quality means unnecessary escalations (inflating specialized team workload) or delayed escalations (extending resolution time).

Why Escalation Quality Matters

Escalation quality determines whether you’re using specialized resources efficiently. Poor escalation quality creates bottlenecks in tier 2 teams and extends resolution times unnecessarily.

How to Calculate

(Appropriate escalations / Total escalations) × 100. Appropriate escalations meet defined criteria for complexity, permissions, or specialization requirements.

In TicketBoard

TicketBoard helps you track escalation quality and related metrics from your Zendesk data. Connect your account for instant visibility.