Ticket management
Escalation versus reassignment — when to use which
They look similar and mean completely different things to your reporting.
Reassignment
The ticket is in the right place but the wrong hands — you are on leave, it is not your product line, another agent already knows this customer. Reassignment is routine and carries no judgement. It should not appear in escalation reports.
Escalation
The ticket needs more authority or more skill than the current owner has, or it has breached its service target. Escalation is an exception and it should be visible to a manager the moment it happens.
Why conflating them hurts
If agents escalate whenever they reassign, the escalation report becomes noise and genuine problems disappear inside it. Train the distinction once and audit it in your first month of QA scoring.
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