escalation-workflow

# Escalation Workflow Skill ## Overview The Escalation Workflow skill provides automated escalation path determination, notification generation, and workflow execution for support and customer success operations. This skill ensures that complex or high-priority issues are routed to appropriate escalation tiers with proper documentation, tracking, and SLA monitoring. ## Capabilities ### Escalation Level Determination - Evaluate issue severity and impact - Apply escalation rules and criteria - Determine appropriate escalation tier - Consider customer segment and priority - Factor in historical escalation patterns - Calculate escalation urgency scores ### Notification Generation - Generate escalation alerts to relevant parties - Create escalation handoff documentation - Produce management notification summaries - Send customer escalation confirmations - Trigger on-call and pager integrations - Compose executive briefing communications ### Progress and Aging Tracking - Track escalation progress through stages - Monitor escalation age and elapsed time - Generate aging alerts and reminders - Track owner assignments and transitions - Maintain escalation audit trails - Report on stuck or stalled escalations ### Escalation Metrics Calculation - Calculate escalation rates by category - Measure mean time to escalation resolution - Track escalation volume trends - Analyze escalation causes and patterns - Generate escalation performance dashboards - Benchmark against escalation tar...