Escalation · The trigger · Element
The timing
How long cases sit before escalating.
The part
What it is
Measured, because it is usually longer than the policy states and the difference is where customer frustration accumulates.
A case that sat for a week before escalating has already spent most of the customer’s patience.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.