Task Escalation is a term used in business and IT workflows to describe a process of transiting a task between different levels or statuses, regulated by certain rules or algorithms, so a task can be escalated depending upon certain conditions, such as expiry of time limits. Task escalation is used to let the tasks to be “automatically” (by default) converted from one status to another; specifically it works in the following ways:
- Automatic update of a task, depending on time elapsed since it was initiated;
- Automatic assignment of a performer to a task, depending on the task features;
- Automatic escalation of a task to another assignee if no actions taken;
Example of Task Escalation:
If, for example, a task is a trouble ticket in a customer service system, then it needs to be resolved as soon as possible, so all incoming tasks are sorted at the entry by an operator or automatically, to be categorized by their specialization or priority level. Then these tasks (trouble tickets in this case) are escalated (assigned) to appropriate support specialists, according to their profiles & competency. If a task is not picked up by its initial assignee (due to some reasons, like absence or overload with other tasks) within certain period of time (let’s say one hour, if a task is urgent), then it should be escalated to second level of escalation, to the next specialist, or somebody who has spare time, etc.