Automated Escalation Workflows

AUTOMATED ESCALATION WORKFLOWS

Escalation depends on the operator knowing who to call, so response varies by severity, site and shift. The right responder isn't always reached at the right time.

Actors

  • Control Room Operator
  • Security Operations Manager
  • Duty Manager

Systems / Vendors

  • Incident management
  • Access control
  • Notification / comms

Business Question

"Does every incident reach the right responder at the right time, or does it depend on who's on the desk?"

What SPoG Does

  • Routes incidents by severity, location or type to the right responder automatically.
  • Ensures the right response at the right time.
  • Logs the escalation for evidence.

Outcome Metrics

−40%

Escalation delay

1

Automated routing

6–10 wks

To first outcomes

Contact us to learn more →