Summary
When you review an escalated message in MirrorWeb Insight, you can re-escalate it to another agent instead of marking it compliant or non-compliant. Re-escalating opens the "Escalate Message" dialog where you choose the agent, set a risk level, and optionally add a comment. The chosen agent receives an email notification and the message is added to their escalation queue.
Prerequisites
Login credentials to MirrorWeb Insight
Access to the Escalations area for your organisation
A message that is currently escalated to you
Step-by-Step Instructions
Step 1: Open the escalated message
From the Escalations page, open the message you want to re-escalate so its content and escalation details are shown.
Step 2: Click Re-escalate
In the message's review actions, click Re-escalate. This opens the "Escalate Message" dialog.
Step 3: Choose the agent and risk level
In the "Escalate Message" dialog:
Under Agent, select the agent to escalate to (the field uses a "Select agent" picker populated with agents in your organisation). The dialog notes the chosen agent "will receive an email notification and it will automatically be added to their escalation queue."
Under Risk level, select one of: Very low, Low, Medium, High, or Very high.
Optionally add a comment in the Comment (optional) field.
Step 4: Confirm the re-escalation
Click Escalate to complete the re-escalation. The message leaves your escalations list and the next item is shown.
Notes
Note: The agent you escalate to receives an email notification and the message is added to their escalation queue.