Escalation Wording

[chriscorcoran]

Hi

When I change the priority of a call from low to medium, it should show as escalated but for some reason its showing as de-escalated, Any idea on how I change the wording? See attached example of low to medium

 

Thanks

Chris

[David Hall]

Hi Chris,

I'm guessing this could be down to the ordering of your priorities.  As shown in the attached image you can re-order the priorities by dragging and dropping each priority (with the highest priority being the item at the top of the list), so in my example it would record moving from High -> Low as an escalation and moving from Low -> High as a de-escalation.

Might be worth checking first to see if that is the issue and if needed re-order as required.

Kind Regards,

Dave.