SLA watch and escalation in Creatio
Every open case is checked against what that customer is owed; the ones at risk are escalated while there is still time.
Used in these recipes
Solution
The agent knows each customer's service level, runs the clock on first response and resolution, warns before a deadline and explains why a case is stuck. Works with Creatio service agreements (SLA, OLA, UC), cases and queues, your business calendars, and Microsoft Teams or Slack for escalations.
The model
Reads the case history and names what it is waiting on: the customer, another team, or nobody.
Code
Holds service levels per customer and priority, the clocks, business hours and pauses; fires warning, breach and success actions.
A practitioner
The team lead decides what to do with an escalated case.
On Creatio, we build it with: Service agreements (SLA, OLA, UC), cases and queues, business processes — see Creatio's built-in AI agents
Reference architecture
No case misses its promise quietly
SLA watch and escalation · Creatio · reference architecture
- Systems · Creatio + yours Case open SLA clock · priority · calendar
- → Predict the breach
- Model · judges Predict the breach time left · queue · history
- → Escalation rules
- Code · decides Escalation rules nudge · reassign · alert lead
- → Resolved within SLA on track
- → Team lead steps in at risk
- Practitioner · approves Team lead steps in reassign · swarm · call back
- → Resolved within SLA handled
- Systems · Creatio + yours Resolved within SLA customer told what's next
- → Breach report
- Systems · Creatio + yours Breach report every breach · cause · trend
- Creatio
- Creatio agent
- Marketplace
- DigiTeam
Key deliverables
- Service levels per customer, contract and priority, read from Creatio service agreements.
- Clocks for first response, updates and resolution, with your business hours and holidays.
- Fair pauses: the clock stops while the case waits on the customer, and that time is reported apart.
- Warning, breach and success actions as a Creatio business process: who is told, when, how.
- Stuck-case reason written on the case, so the lead sees why.
- SLA compliance dashboard by team, priority and customer.
Guardrail: cases are never closed just to stop the clock; reopen rate is tracked next to SLA.
Start with one queue.
One queue and one service agreement, live in your Creatio, with a fixed scope. Clocks, thresholds and who gets escalations are settled before we build.