Summary
To review an escalated message in MirrorWeb Insight, open it from the Escalations page, read the message content and the escalation details left by the escalating agent, and then take a review action: mark it compliant, mark it non-compliant, or re-escalate it to another agent.
Prerequisites
Login credentials to MirrorWeb Insight
Access to the Escalations area for your organisation
A message escalated to you
Step-by-Step Instructions
Step 1: Open the Escalations page
Click Escalations in the sidebar navigation to open the Escalations page for your organisation.
Step 2: Open the escalated message
Select the message you want to review. The detail view shows the escalation details, including "Escalated by" the escalating agent's email, the escalation date, the risk level, and any comment the escalating agent added (shown in quotation marks). The message content loads in the panel.
Step 3: Review the message content
Read the message content and the escalation comment to assess the concern. Flagged terms in the message are highlighted.
Step 4: Mark the message compliant or non-compliant
To record your decision:
Click Mark compliant if the message does not breach policy. A confirmation dialog titled "Mark compliant" lets you add an optional comment before confirming.
Click Mark non-compliant if the message breaches policy. A dialog titled "Mark non-compliant" notes that the action "will be permanently stored in the history report for this message" and lets you add an optional comment. Click Update to confirm.
Step 5: Re-escalate instead, if needed
If the message needs another reviewer, click Re-escalate to open the "Escalate Message" dialog, select an agent and a risk level, optionally add a comment, and click Escalate. See "How to re-escalate a message" for details.
Notes
Note: Marking a message non-compliant is permanently stored in the history report for that message.
Note: After a review action completes, the message is removed from your escalations list and the next item is shown.