As many of our customers are using Zingtree decision trees to help standardize their business processes, time-based escalation has become an important part of these systems. Essentially, if a part of the process has not been acted upon for a certain amount of time, a new part of the process can trigger automatically.
You can escalate to send an email or a text message, call a webhook, and also move the process to another node.
How to Set up Escalation
Setting up escalation is easy – just edit the node, pick an amount of time to trigger the escalation, and choose a new node to jump to.
- Open your tree, and pick a node to edit.
- In the Advance Options tab of the node editor, toggle the Time-based Escalate switch to on.
- Pick a node to escalate to, and a time after which the escalation occurs.
- Make sure to click Save Changes when finished (if you aren't using auto-save).
Hint: In the List View, you can see any nodes that have escalation set up:
Checking Escalation Status
If you are using Zingtree Task Manager, your tasks will show if any are pending escalation:
Hovering over the icon, or clicking the info button will give you an exact time when the escalation will occur. Here’s how the task info looks with a pending escalation:
If you’re not using Task Manager, the Recent Sessions tool (or Session List report) is a great way to see if there are any sessions with pending escalations.
