Escalation Rules HRSD
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09-03-2024 01:12 AM
Hi All,
1. Is it possible to configure escalation rules based on HR Services(or other field).
For example:
HR Tier 1 escalate to HR Tier 2 based on the HR Service
2. Is it possible to define Escalation rules with multiple groups?
For example I have escalation rules for :
- HR Tier 1 > HR OPS
- HR Tier 1 > HR Benefits
- HR Tier 1 > HR Talent Management
And I want agent to select which group should be used for escalation from "HR Tier 1". But when click on "Escalate Case" action in workspace, the popup in workspace only shows "Work Notes" and does not allow me to pick a group.
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Human Resources Service Delivery
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06-17-2025 06:34 AM
Posting to follow. Did you ever find a solution to this?
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06-17-2025 08:35 AM
Currently OOTB escalations rules are one to one mapping with no condition builder availability.
Meaning, if escalation rules says HR Tier 1 to HR Tier 2, all the cases will be escalated to HR Tier 2, after clicking on "Escalate" UI Action
Good candidate to submit on idea portal though.
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06-18-2025 02:26 PM
Great idea for the idea portal as most customers turn off escalation rules because they are so simplistic.
We did make modifications for one customer to the functionality by adding HR service field to the form and modifying the UI action and script includes to make it HR service specific. I don’t have the exact code readily available, but I don’t recall it being overly complicated to expand.
