eskalations
Eskalations is a term used to describe the process of moving an issue to higher levels of authority or expertise when initial handling cannot resolve it. In English, the standard term is escalation, and “eskalations” may appear as a variant spelling in multilingual contexts or as a direct loan in some languages (for example German Eskalationen or Indonesian eskalasi, depending on plural form). The underlying concept remains the same: transferring responsibility to more senior staff, specialized teams, or external partners.
The concept is applied across many sectors, including information technology, customer service, incident response, project management,
Process and practices typically involve several stages: detection and logging of the issue; triage and severity
Metrics used to evaluate escalation practice include escalation rate, mean time to escalate, mean time to resolution,