What is percentage of escalations?
This metric looks at the number of cases that have been flagged up for special attention – either because they’ve missed their SLA deadlines or because they had to be taken to senior staff members in order to be resolved.
This metric helps you measure how often your customers are experiencing pain.
The fewer cases you’re escalating, the more likely it is that your agents are empowered and trained to provide an effortless experience to the customer.