Total Escalated Fulfillments Metric

Number of fulfillments requiring manual intervention or escalation.

• Monitor operational complexity and exception handling
• Assess the effectiveness of automated processes
• Plan staffing for manual intervention requirements
• Identify opportunities for process automation

• Good performance: Low escalation rates indicate smooth automated processes
• Potential issues: High escalation rates suggest process design problems
• Benchmark guidance: Target a low % of fulfillments requiring escalation

• Escalated fulfillments increase operational costs and processing time
• May indicate inadequate automation or complex customer requirements
• Patterns can guide automation improvement priorities

Formula: 

COUNT(fulfillments) where status = {ESCALATED_STATUS} within the selected time period

Configurable elements:

• ESCALATED_STATUS: Status definitions for escalated fulfillments (default: ESCALATED)