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Incident priority levels
Here's how reported cases are classified and escalated:
Cases are logged and prioritized by the Service Desk.
The priority level is communicated to the client during case creation.
The priority matrix defines maximum resolution and escalation times.
Critical cases can be escalated to level 3 when they require specialized support.
Incident
type
type
Max.
resolution time
resolution time
Escalation time
Urgent
2 h
1 h
High
4 h
2 h
Medium
24 h
12 h
Low
48 h
24 h
Specialized Escalation
Level
Max. Resolution Time
Escalation Time
Level 3 Escalation
(Engineering, Software, Infrastructure, Vendor)
120 h
60 h
Guide to prioritize Agentbox on the internet
To improve Agentbox call quality, we share with our clients a guide that includes step-by-step instructions to enable QoS in Windows 10 Pro, as well as an executable file that automates the process. This process aims to ensure that among all data transmitted over the internet, voice data is prioritized, thereby preventing call interruptions.
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