Broadcast an escalation to the entire space. The escalation instantly appears as a pop-up on every user's screen, ensuring reliable communication for urgent matters or situations that require a quick response. You can add a custom message to the pop-up and also send individual notifications to specific users.
Applicable Service
ovice Contact Center
Starting an Escalation
1. Click "Escalation" in the control toolbar.
2. (Optional) Enter a message.
If you don't enter a message, only a hand icon will be displayed. If you do, both the hand icon and your message will appear in a pop-up over your avatar. This pop-up is visible to everyone in the space.
▼ No Message | ▼ With Message | ▼ Hovering over the message |
- The message can be up to 50 characters long. Line breaks will not be displayed.
- Clicking the message input field will show your 5 most recent messages, which you can reuse.
3. Choose whether to "Notify users in the space."
Off | Sends a yellow pop-up escalation. It will be visible to everyone in the space. | |
On | Sends a red pop-up escalation. In addition to being visible to everyone, selected users will receive a notification with a sound alert. |
4. Select the users/groups to notify.
If you chose to "Notify," you'll need to specify the recipients. Select users or mention groups from the dropdown menu, or type "@" to search.
Recipient Types
5. Click "Execute".
Ending an Escalation
The escalation will remain active until you end it. To stop it, perform one of the following actions:
- Click the "Escalation" button in the control toolbar again.
- Enter a meeting room
- Set your status to away
- Leave the space
Responding to an Escalation
Notified users can choose an action from the pop-up they receive.
Approach |
Moves your avatar next to the user who started the escalation. This option is not available inside meeting rooms. |
Chat | Starts a mention chat with the user who initiated the escalation. |
Regardless of notifications, any escalation is visible to all users in the space. Anyone can hover over the pop-up to read the full message and start a conversation if needed.
Communicating with Your Teammates
Tips
Any user can start or view an escalation, regardless of their permission level.