The order status Escalate is available to be used in a flexible manner. Many customers use it differently to fulfill various use cases that meet their business needs.
- The most typical manual use of Escalate is 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 right from the Rules Engine. This might be done to flag orders that require special handling or approval based on rule conditions. It is important to note that Escalate takes precedence over Review in the status hierarchy.
- Escalate is also frequently used for queue management. See 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 use the filters on the left hand side to show only Escalate orders.