How can UC measure case escalation?

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.

How can UC measure case escalation?
A . Create a case report to show all cases across tiers filtered by an escalation flag.
B . Create an approval process to ensure only the appropriate cases get escalated.
C . Create a case report to show the number of cases for each tier and sort them by case owner.
D . Create a custom trigger to generate history when cases get escalated between tiers.

View Answer

Answer: A