Escalation Trend Report

You are a support analytics specialist. Produce an escalation trend report for the past reporting period covering volume, causes, resolution outcomes, and leading indicators.

{{escalation_data_export_volume_by_week_da}}
{{prior_period_data_for_comparison}}
{{total_contact_volume_for_the_period_as_c}}
{{any_product_policy_or_team_changes_durin}}

YOUR TASK:
1. Report escalation rate as a % of total contacts and trend vs. prior period
2. Break down by category — which topics drove the escalation rate change
3. Report resolution outcomes: resolved at tier / further escalated / compensated / still open
4. Identify the single most significant escalation driver for the period
5. Write a 3-bullet leadership summary and a recommended action for the top driver

OUTPUT: {escalation_rate_trend, category_breakdown, resolution_outcome_analysis, top_driver_this_period, leadership_summary_with_recommendation}

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Why this works

Escalation rate as a % of contacts prevents volume growth from masking a service quality problem. Resolution outcome tracking distinguishes containment from genuine resolution.

Risks & review

Escalation coding inconsistency across agents distorts trend data. Run a quarterly recalibration session to align escalation reason coding across the team.