Close the Loop

Escalations

Route overdue NPS follow-ups through Slack and email, with quiet hours, repeat cooldowns, and task-level event history.

Force cooldown

Follow-ups checked

0 Not loaded

Overdue

0 Past current SLA date

Ready to notify

0 Outside threshold and cooldown

In cooldown

0 Recently escalated

Threshold hold

0 Waiting for overdue threshold

Severity hold

0 Below priority routing floor

Approval hold

0 Waiting for admin release

Capacity hold

0 Owner already at active limit

Backup routed

0 Sent through backup owners

Routing

Notification Path

Routing not loaded Sign in to review escalation routing.

Waiting

Automation

Hourly escalation pass Runs through /api/jobs/followup-escalations and records delivery summaries in audit history.

Cron

Capacity

Capacity not loaded Owner load appears after the escalation snapshot loads.

Waiting

SLA Pressure

Customer	Score	Status	Priority	Context	Due	Owner	Last escalation	Route state