Hi Aj,
We have recently updated SAP Library with all steps, you might check
Defining E-Mail Escalation - E-Mail Response Management System - SAP Library
Actually, the time when the escalation time is the mimimum of
- Service Level Agreements
- Rules and ActionsDefine a rule in the CRM WebClient user interface and use the Set Attribute Value action with the Response Time Duration attribute.
- E-Mail AddressesDefine the escalation time period for each receiving e-mail address in the SAP menu by choosing
![]( "Start of the navigation path")
Interaction Center WebClient![]( "Next navigation step")
Agent Inbox![]( "Next navigation step")
Settings for Asynchronous Inbound Processing![]( "Next navigation step")
Define Receiving E-Mail/Fax Settings![]( "End of the navigation path")
.
If you use method 2 (property of service UT_ESCALDETERM) to determine escalation time it determines the minimum duration out of all methods (SLA, rules and actions, and e-mail addresses).
In case the customizing in Interaction Center WebClient
Agent InboxSettings for Asynchronous Inbound ProcessingDefine Receiving E-Mail/Fax Settings
is empty, the escalation date = system date and the escalation E-Mail is sent immediately.
Can you check your customizing if this is the case?
Best Regards,
Sigrid