Service and Delivery
Knowledge Element: How to escalate a call
Definition of Knowledge Element:
Know how to move a service call forward so that action is planned and will be undertaken.
A very brief summary of the Knowledge:
Non provided.
A summary of expert opinion:
The knowledge named 'How to escalate a call' is considered to be quite important.
In addition, the knowledge is thought to be slightly difficult to replace, it is learned with a study experience balance, and Between 7% and 30% of Group are Experts.
It is also quite specialised knowledge, and generally stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 4.81, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.
The average risk of the prerequisite family of this knowledge node is 2.852 (adjusting for nodes with few members of the prerequisite family).
The average normalised prerequisite family risk of the whole map 2.122, whilst the average for the top ten percent family risk is 5.152.
Knowledge linked by learning dependency:
| Qualify a service call | |
| How to escalate a call | |
|---|---|
| Where to pass the call to | Options for escalating call |
Postrequisite knowledge implies that How to escalate a call must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.
Prerequisite knowledge (bottom row in the Linked Knowledge table), is knowledge that should be understood before a full understanding of How to escalate a call is possible.
Each of the 2 prerequisite knowledge elements shown in the table is a leaf node. That means that each element has no further prerequisites.
Parameters assigned for How to escalate a call.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
6.0 |
quite important |
1.0 |
6.34 |
P2 |
Recovery |
2.0 |
slightly difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
5.0 |
learned with a study experience balance |
1.0 |
3.46 |
P4 |
Known By |
2.0 |
Between 7% and 30% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
5.0 |
quite specialised knowledge |
1.0 |
5.05 |
P7 |
Stability |
8.0 |
generally stable knowledge |
-0.7 |
6.41 |
People Involved with How to escalate a call:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
E N Roberts | --- |
Yes |
--- |
S P Evans | Yes |
Yes |
--- |
|---|
Computed Similarity
The most similar node to How to escalate a call is Assess resources.
The most dissimilar node to How to escalate a call is Service Evaluation.