increase in extent or intensity; "The Allies escalated the bombing"
The process of handing a call to a supervisor when the enquiry is outside the agent's delegation, when the enquiry/situation is too complex for the agent to deal with or when the customer asks to speak with someone more senior. (See refer and transfer.)
To â€œEscalateâ€ is to bring an issue to the attention of a Supervisor, Manager, or General Manager.
v. To take a disputed matter to a higher managerial authority for resolution (otherwise known as "kicking it upstairs."). Sometimes used by IBMers as a threat to force consensus between disputing parties (as in: "If we can't agree on this issue, I'll have to escalate it to ...").
to forward a call to a higher level of support; usually done when the technician does not have sufficient expertise to resolve the incident