Total Escalated Fulfillments Metric
Essential knowledge
Intended Audience:
Business User
Author:
Movyn John
Changed on:
20 Oct 2025
Overview
Learn about the Total Escalated Fulfillments Metric in Fluent Analytics
Key points
- Escalated fulfillments increase operational costs and processing time
- May indicate inadequate automation or complex customer requirements
- Patterns can guide automation improvement priorities
What it measures
Number of fulfillments requiring manual intervention or escalation.
When to use this metric
- Monitor operational complexity and exception handling
- Assess the effectiveness of automated processes
- Plan staffing for manual intervention requirements
- Identify opportunities for process automation
How to interpret
- 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
Technical details
Formula:
COUNT(fulfillments) where status = {STATUS_ESCALATED} within the selected time period
Configuration:
- STATUS_ESCALATED: Status definitions for escalated fulfillments (default: ESCALATED)
