An alert escalation level determines the hierarchy at which alerts are received and managed within a system. It is assigned to supervisors and configured for different job or employee statuses. Alert escalation is used when a job or employee remains in a status beyond the trigger time, ensuring that unresolved tasks are escalated to higher-level supervisors until action is taken. This process is crucial for maintaining workflow efficiency, preventing delays, and ensuring accountability. Administrators configure these levels, and supervisors receive alerts based on their assigned sections and zones. If the initial supervisor does not respond or is not logged in, the alert automatically escalates through up to five levels until a resolution is reached.
Alert escalation levels are located in the Capacity Management Administration page under the Alert Management section. They are configured in the Alert Settings, where administrators can assign escalation levels for supervisors and specify which levels should receive alerts for different job or employee statuses. Additionally, supervisors' individual alert escalation levels are set in their user profiles.
How Alert Escalation Levels Work
Functionality
An alert can escalate through five levels.
The time periods and levels can be customized from the Capacity Management Administration page.
The administrator can select an alert escalation level for each supervisor and edit it at any time.
For each job or employee status, the administrator can select the levels to which alerts for those statuses should be escalated.
For example, if Pat Smith's user profile has an alert escalation level setting of 2, and the In Progress status has an alert escalation level setting of 2, then Pat Smith could receive an alert when a job remains in the In Progress status for longer than the trigger minutes selected by the administrator.
If no supervisor with the appropriate initial alert escalation level is signed in when an alert is sent, the alert will be escalated to the next level automatically. Escalation will continue until there is a response from a signed-in supervisor.
Example
Pat Smith and Chris Kelly are both supervisors. Pat and Chris both have memberships that include Unit A. In Pat Smith's user profile, 2 has been selected in the Level list. In Chris Kelly's profile, a level of 4 has been selected. The administrator has configured settings for the In Progress job status so that trigger minutes = 25, retries = 2, and interval minutes = 10. The administrator has selected alert escalation levels of 2 and 4 for the In Progress status.
If a job in Unit A remains in the In Progress status for 26 minutes, then Pat Smith will receive an escalation alert (1st alert / 1st message).
If the job has no status change in the next 10 minutes, a retry escalation alert (1st retry / 2nd message) will be sent to Pat Smith.
If the job has no status change for another 10 minutes, another retry escalation alert (2nd retry / 3rd message) will be sent to Pat Smith.
If the job has no status change for another 10 minutes, an escalation alert (1st alert / 1st message) will be sent to Chris Kelly.
If the job has no status change for another 10 minutes, a retry escalation alert (1st retry / 2nd message) will be sent to Chris Kelly.
If the job has no status change for another 10 minutes, another retry escalation alert (2nd retry / 3rd message) will be sent to Chris Kelly.
Note: If Pat Smith (level 2) is not logged into the system, the initial alert after trigger minutes will be sent to Chris Kelly (level 4).
Assigning a User’s Alert Escalation Level
Go to Admin > Settings > Capacity Management > User Management and select the user to edit.
On the Profile tab, select the Level drop-down.
Choose a level (1-5).
Click Save.