Escalation Guide to L2 Team

Good day team,

Please see the attached manual for the proper escalation method to L2 agents. Remember that an Escalation must be sent within 15 min MAX.

Also note:

1 - Do we request an update on the ticket after escalated? If so?

how long do we wait to request an update to L2?

48 hrs will be appropriate for requesting updates.

2 - After the issue is resolved, will we received the proper notification from L2 indicating the resolution of the case so we can contact the customer who reported the issue?

This is what usually happens. L2 team asks us to either close or gather additional info for the case.

3 - Who will be closing the Ticket after resolved? L1 or L2.

It depends. The idea is that the ticket is closed at L2; however due to numerous reasons it might go back to L1. That is defined on the resolution of the ticket and the instructions provided.