ESCALATION METRICS

This guide provides a comprehensive, step-by-step walkthrough for configuring and managing escalation metrics. It covers the prerequisites, the process of accessing escalation metrics, and the detailed configuration of stages, roles, and decision options for efficient workflow management.

Pre Conditions

The user should be logged in with valid credentials. Ensure the following prerequisites are met:

Note: In stages, the disposition should be selected as Auto and Within Process.

Permission Related to Escalation Metrics

  • Can See Alchemy Left Menu
  • Can See Escalation Metrics Left Menu
  • Can create Escalation Metrics
  • Can Edit Escalation Metrics

STEPS FOR ESCALATION METERICS

Steps to Access Escalation Metrics

Step 1: Navigate to "Alchemy"

Click on Alchemy in the main menu.

Step 2: Click on "Escalation Metrics"

Select Escalation Metrics from the dropdown menu.

Step 3: Expand the Process

Expand an active process by clicking the dropdown arrow.

Step 4: Expand the Sub-Process

Expand the desired sub-process and sub-sub-process to display the active stages.

Step 5: Select a Stage

Click on the stage you want to configure.

STEPS FOR ESCALATION METERICS

A form with the stage name to be filled will pop up.

Step 6: Click on the edit icon to open Stage Name Form

ESCALATION METRICS ACTIVE STAGE FORM

  • Level: Select the level from the dropdown menu.The user should select the option starting from “1”.
  • From Role: Select a role from the dropdown menu to assign it from "From Role" to "To Role".
  • Question ID:
    • To select the Question ID, the user needs to add a question section in the chosen process's non-measurable set.
    • When the user adds a question section, they must ensure that the required and escalation fields are enabled.
    • If the question is already avilable then To determine which question set the user needs to add the question to, they can click on "Stages," search for the specific stage, and then click on the edit icon. An edit form will open where under the secondary section, the user can check the selected question set.
  • Decision Option: The options added under the question will be reflected identically under the decision options.
  • To Role: Select role from the dropdown menu depending on the From Role.
  • To Stage: Select the stage from the dropdown menu.
  • Status: Toggle button
    • Disabled toggle button indicates inactive status.
    • Enabled toggle button indicates active status.
  • +Add Row: Used to add multiple rows. Follow the steps to fill in the additional rows added.

STEP 7: Save or Cancel

  • Save: After filling in all necessary details, click the "Save" button to create the form.
  • Cancel: Click the "Cancel" button to cancel the process and clear the form.

Example

ESCALATION METRICS EXAMPLE

Configuration Flexibility: The process flow can be customized for any number of levels, extending from Level 1 to Level 3, Level 4, or beyond as needed.

Process Flow Explanation

  • The process begins at Level 1, where the form is initiated.
  • After submission, the form transitions to Level 2 for review and becomes visible in the Agency Validation stage.
  • Note: To access this stage, the Level 2 role must have an active account and the necessary permissions for Agency Validation.
  • At this stage, Level 2 has two options:
  • Accept the form:
    • The form is marked as completed, requiring no further validation, and progresses to the "End" stage.
    • The outcome is recorded in the Validation Status Report or the Transaction Report.
  • Reject the form:
    • The form is sent back to Level 1 for corrections and review.
    • It moves to the Rejected Audit Form stage, where it can be updated and resubmitted.
  • Notes:
  • For rejected forms: Users must have permissions to access the Rejected Audit Form stage to address and resolve the rejection.
  • For accepted forms: Users require access permissions to the Validation Status Report to view the status of successfully validated forms.

In the given example, this is a Level 1 profile. A Level 1 user can fill out the form and save it, as the configuration has already been predefined. Once the form is submitted, it transitions to the Level 2 profile.

ESCALATION METRICS EXAMPLE

At Level 2, the user can perform one of two actions:

  • If "Yes" is selected, the audit moves to the Validation Status Report.

ESCALATION METRICS EXAMPLE

  • If "No" is selected, the audit is moved to the Rejected Audit Form.

ESCALATION METRICS EXAMPLE