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Escalation Management System

Implement intelligent escalation workflows with SLA tracking, auto-escalation, and notification cascades

Complexity: Complex | Duration: 30m+ | Category: Operations/Process

Tags: #escalation #sla-management #incident-response #notifications #monitoring

Workflow Diagram​

Steps​

Step 1: SLA Definition​

Agent: business

analyst - Define service level agreements and response times

Step 2: Escalation Matrix​

Agent: process

optimizer - Create multi-tier escalation hierarchy

Step 4: Notification Setup​

Agent: notification

specialist - Configure multi-channel alerts (email, SMS, Slack)

Step 5: On​

Agent: Call Scheduling

devops-engineer - Integrate with PagerDuty/OpsGenie calendars

Step 6: Auto​

Agent: Assignment Logic

backend-architect - Implement intelligent ticket routing

Step 7: Dashboard Creation​

Agent: frontend

developer - Build real-time escalation queue visibility

Step 8: Testing Scenarios​

Agent: qa

automation - Test all escalation paths and failure modes

Step 9: Runbook Documentation​

Agent: technical

writer - Create response playbooks for each level

Step 10: Metrics & Reporting​

Agent: data

analyst - Set up SLA compliance and escalation analytics

Usage​

To execute this workflow:

/workflow operations/process/escalation-management-system.workflow

See other workflows in this category for related automation patterns.