How to view Escalated lines

Below is a guideline on how to view the Escalated Area:

1. From the Landing Page, click on the ‘Review’ tab using the main menu panel.

2. As the tab expands click ‘Investigation’ and then click ‘Escalations’.At the top of the page, you will find a range of filters designed to help you refine the displayed escalated lines according to the following criteria:

i. Account

ii. Service Type - All, Voice, Data, or Message.

iii. The escalation status - Awaiting Commencement, Under Investigation, or Closed Escalations.

iv. The escalation tier type - Manual Escalation, Tier 1: Disallowed Traffic, Tier 2: High Usage, or Tier 3: Excessive Usage.

Under the 'Escalations' section, you will find all escalated lines. This dashboard offers comprehensive information to facilitate thorough investigations, including:

i. Subscriber ID: Soft lock status, SIM number, SIM account, Mobility Profile

ii. Associated Profile: Business Area, Email/Contact Information

iii. Date the escalation was raised

iv. Reason for escalation

v. Any notes from the investigation

vi. Escalation Status

Please note that all currently escalated subscriber lines within the Escalation area will be identified by an orange warning icon across all views of the Corporate Portal.From the Escalation Area, you are able to also download an 'Escalation Summary Report'. 

Important Note: It is crucial to distinguish between an 'escalation' and an 'investigation into an escalation'. Once an escalation is issued, whether automatically or manually, a thorough investigation must be initiated by an assigned investigator. The investigator is responsible for both the proper commencement and the formal closure of the investigation and escalation process.