What is an escalation group?

Escalation Groups are used to alert individuals (who are members of a group) when certain system events occur. For example, if calls in Call Monitor are overdue, members of an Escalation Group will be either emailed or will receive an SMS to let them know that there are tasks that need to be actioned. They can also be used to alert individuals of such things as uniform requests, holiday requests etc. within the Employee Portal.