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  1. Tickets
  3. Priorities

Priority Rules Engine

Configure automatic priority assignment and escalation rules

Avg Escalation Time

12m

-2m vs last week

Auto-Escalated Today

10

+3 vs yesterday

Priority Override Rate

8.3%

-1.2%

SLA Compliance

94.5%

+2.1%
Priority Rules
Rule NameConditionAuto-PriorityAuto-AssignEnabled
VIP Customer UrgentVIP customer + urgent keywordurgentSarah Chen
Billing EscalationBilling category + high-value accounthighTomas Garcia
Security IncidentSecurity keywords detectedurgentMarcus Rivera
Chat Timeout WarningChat wait time > 5minhighAisha Patel
Social Media MentionSocial channel + negative sentimenthighRachel Kim
Enterprise SLA RiskEnterprise customer + approaching SLAurgentSarah Chen
New Customer OnboardingCustomer < 30 days + setup keywordmediumDavid Osei
Phone Callback RequestPhone channel + callback requestedhighLisa Johansson
Priority Distribution
Urgent18
High35
Medium52
Low37
Recent Escalations
TK-1042Production API down for all users
highurgentVIP Customer Urgent rule matched
09:15 AM
TK-1039Billing discrepancy on latest invoice
mediumhighBilling Escalation rule matched
08:45 AM
TK-1037Possible data breach notification
mediumurgentSecurity Incident rule matched
08:30 AM
TK-1035Chat session waiting over 7 minutes
lowhighChat Timeout Warning rule matched
08:12 AM
TK-1033Enterprise SLA approaching deadline
highurgentEnterprise SLA Risk rule matched
07:55 AM
TK-1031Cannot complete onboarding setup
lowmediumNew Customer Onboarding rule matched
07:30 AM
TK-1029Login page returning 500 error
mediumurgentVIP Customer Urgent rule matched
11:45 PM
TK-1028Refund request not processed
mediumhighBilling Escalation rule matched
10:15 PM
TK-1026Customer requesting urgent callback
mediumhighPhone Callback Request rule matched
09:00 PM
TK-1024Dashboard widgets not loading
highurgentEnterprise SLA Risk rule matched
07:30 PM