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Escalation Labels and Custom Ordering

The Escalation Labels feature allows administrators to assign custom descriptive text to Team Leaders on a per-team basis. This means you can provide crucial, team-specific context for each leader—such as outlining their shift hours, specific duties, or priority levels (e.g., "Primary Backup | 05:00 - 14:30").

For organisations that manage alert follow-up procedures exclusively through call centre operators—rather than relying on standard automated notifications to traditional Team Leaders—this feature also allows you to build customised, manual escalation paths. You can explicitly define the exact sequence in which alert contacts are displayed (for contact ordering).


Combined, these tools ensure your call centre operators always have the right context and know exactly who to call, and when.

Managing Escalation Labels

You can manage the escalation labels and custom ordering for each team individually.

To configure a team's escalation path:

  1. Navigate to the desired team and open the Team Notifications menu.
  2. Click on the new Escalation Labels tab.
  3. Set the Routing Order: In the data table, drag and drop the rows to set the exact order in which Team Leaders are sorted by in the supervisors tab during active tracking
  4. Assign a Custom Label (Optional): Use the text input field next to each Team Leader to add a custom description. This is highly useful for defining shift hours or specific roles (e.g., "Weekend On-Call | Urgent Only").

Viewing Custom Orders on the Supervisors Tab

The Supervisors tab will now provide an alternative way to sort the list of Team Leaders by custom escalation order.

By default, the Supervisors tab may sort contacts by standard automated Alert Notification Times. To use your newly configured custom ordering:

  1. Open the Supervisors tab on an activity.
  2. Click the Gear Icon located in the tab header next to the Filters menu.
  3. Select Sort by: Custom Escalation Order from the drop-down menu.

The list will immediately reorder itself to match the exact sequence you configured in the Escalation Labels tab, and the custom descriptions will be displayed clearly alongside each Team Leader's name.