Explain this number
Escalations still open
Points where an agent stopped and asked a person, and the person has not yet answered.
How it is computed
Count of escalations whose status is open.
count Escalation where status = "open"
24 of 56 escalations are still waiting on a person to answer.
The escalation estate is modeled. It is internally consistent; it is not a reading from a live queue.
The records behind it
Named rows, read live. These are the actual records the figure is standing on, not a sample chosen to illustrate it.
Where it appears and how to reach it
This figure is rendered on Escalations. Open that page →
What this figure is, and what it is not
The escalation estate is modeled. The counts are internally consistent; they are not a reading from a live queue.
Thirty-four figures carry a definition, a basis, an owner and a live query. Those are the figures on the surfaces built for this mechanism. Most numbers elsewhere in the product do not have an entry here yet, and this catalog says so rather than implying whole-product coverage.
You are seeing this as requester. The figure above was recomputed when this page loaded, so it is as fresh as the rows themselves.