From the Inquiries/Escalations menu in the tool bar of the Customer Support Workbench, it is possible to access the statistics of the escalations.
This inquiry is used to know the list of escalations which have taken place on service requests, along with the detail of the employees directly concerned by these escalations.
Prerequisite
Refer to documentation Implementation
Screen management
Header
Presentation
It is possible to select a period by date range in order to refine the inquiry result.
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Fields
The following fields are present on this tab :
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Tab RFQs
Presentation
This is the number of requests concerned by an escalation.
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Fields
The following fields are present on this tab :
Grid Distribution by category
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Action icon
Tab Employees
Presentation
These are the employees directly concerned by an escalation triggered for a service request that they may have processed.
Fields
The following fields are present on this tab :
Grid Employees
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Grid Distribution by category
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Action icon
This button makes it possible to access the object of the escalations.
This button makes it possible to access the object of the escalations.
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