1. Customer Service
  2. Efficiency Metrics

Escalation Rate


The percentage of customer service requests that are escalated to higher-level support tiers or management. A high escalation rate can indicate frontline support inefficiencies, training gaps, product deficiencies, or complex issues that need specialized attention.


(Number of escalated cases / Total number of cases) x 100


If 10 out of 100 customer cases are escalated, the escalation rate is 10%.