Escalations

When an account meets the escalation criteria defined in its strategy, or when a situation requires human judgment, Fynex automatically moves it to the Escalations queue.

The Escalation Queue

The queue shows all cases that need human intervention, sorted by priority. Each escalated case displays:

• Contact name and reference number.
• Last channel used to contact the debtor.
• Number of interactions attempted.
• Escalation timestamp.

Working with Escalations

Take a Case

Click Take to assign the case to yourself. This prevents other operators from working on the same case simultaneously.

Review Context

Once you've taken a case, you have access to:

• The full interaction timeline (all messages, calls, and their outcomes).
• Any registered payment promises.
• The escalation reason (max attempts reached, days without response, or agent-triggered).

Resolve

When you've handled the case:

1. Click Resolve.
2. Enter resolution notes describing what was done.
3. Choose whether to return to auto (re-enable AI management) or mark resolved (close the escalation).

TIP

Returning to auto is useful when you've had a productive conversation and want the AI agent to follow up with the agreed next steps.

KPIs

The page shows two key metrics:

• Pending Cases — Total unresolved escalations.
• High Priority — Cases that have been in the queue the longest.