Customer Service
Case Escalation Watch Agent
Assist-only · Starter · High severity
Works with: D365 Customer Service or CE, Teams
The problem
Cases don't blow up suddenly — they age quietly. Breached SLAs, repeated reopens, angry-tone replies, and high-value accounts stuck in queues are all visible in the data, but nobody watches every case, so managers hear about problems from the customer.
What the agent does
- Trigger: every 2-4 hours during business hours.
- Scans open cases for risk signals: SLA breach imminent/passed, multiple reopens, negative sentiment in recent replies, VIP account with aging case, ping-pong reassignment.
- Posts a ranked escalation watchlist to the service manager in Teams: case, risk reason, suggested next action, owner.
You need this if
- Customers escalate to the owner directly because nobody caught it earlier
- SLA reporting exists but is reviewed after the fact
- Key accounts churn over service experiences
Who uses it
Service manager, account managers, owner.
What goes in, what comes out
In: open cases, SLA data, reply text, account tier. Out: ranked watchlist with reasons and suggested actions.
Why it pays
One saved key account pays for years of this agent. Also turns SLA compliance from a report into a same-day intervention.
Built to be trusted
- Read-only; suggests, never reassigns or replies
- Sentiment signals are advisory — labeled as such
- Runs entirely in your Microsoft tenant — first-party connectors, DLP-enforced, your permissions model.
Want this running in your tenant?
The full implementation spec — trigger design, connectors, licensing plan, and governance setup — is what we bring to the scoping call.