Summary
Escalating a message in MirrorWeb Insight assigns it to another agent for further review. The agent you select receives an email notification and the message is automatically added to their escalation queue. You can also set a risk level and add an optional comment when escalating.
Prerequisites
Login credentials to MirrorWeb Insight
Communications access permissions
A message open in the message view
Step-by-Step Instructions
Step 1: Open the message
Open the message you want to escalate from your search results or message list. The review action buttons appear in the action bar at the top of the message.
Step 2: Click the Escalate button
In the action bar, click the Escalate message button — the yellow double-chevron icon. The Escalate Message dialog opens.
Step 3: Select an agent
The dialog explains: "Select an agent to escalate this message to. They will receive an email notification and it will automatically be added to their escalation queue."
In the Agent field, choose the agent to escalate to from the dropdown. The list is populated with users in your organisation.
Step 4: Set the risk level and add a comment
In the Risk level field, select one of: Very low, Low, Medium, High, or Very high. (Risk level is required.)
Optionally enter a note in the Comment (optional) field.
Step 5: Confirm the escalation
Click Escalate to complete the escalation. On success, a "Message escalated" confirmation appears and the message's status badge updates to escalated.
Notes
Note: Once a message is escalated, the Mark compliant and Mark non-compliant buttons are disabled for that message and show the tooltip "This message has been escalated".
Note: The escalated agent receives an email notification and the message is added to their escalation queue.