Customers use the Escalate Order Status for various use cases to meet their business needs. Some use cases include:
- Escalate is implemented if an order requires management oversight/approval or an agent wants to get manager approval based on internal criteria.
- Escalate can also be used as an automated status from the Rules Engine. This might be done to flag orders that require special handling or approval based on rule conditions.
Note: Escalate takes precedence over Review in the status hierarchy. When updating the order status from R to E (Review to Escalate), the transaction automatically unassigns the previously assigned agent.
- Escalate is also frequently used for queue management. Refer to How to Enable Workflow Queue Assignments for more information.
Escalated orders can be found in the Suspect Orders Queue along with Review orders. In the Suspect Orders Queue, you can filter to show Escalate orders.