Escalations
NTRC ManagerEscalations
SLA breaches
2
Overdue
1
Due Today
1
Unassigned Escalations
4
Total Flagged
SLA Breaches & Priority Escalations
Cases requiring management attention due to SLA risk, overdue status, or high-impact flags.
| Case | Business / Provider | Assigned To | SLA | Reason | Recommended Action | Action |
|---|---|---|---|---|---|---|
| CC-2026-000463 | Digicel | R. Charles | 2 days overdue | SLA breached; no investigation note logged | Manager review | View Acknowledge |
| CC-2026-000452 | FLOW | T. Henry | Due today | Consumer reports ongoing outage affecting business | Escalate to NCA | View Acknowledge |
| CC-2026-000419 | Other ISP | Unassigned | 4 days overdue | Unassigned high priority complaint | Assign immediately | View Acknowledge |
| CC-2026-000401 | FLOW | T. Henry | Due in 1 day | Awaiting provider response (reminder needed) | Send reminder | View Acknowledge |
Demo note: In the live system, escalations can trigger alerts to NCA leadership, reassignments, and audit-log entries for accountability.
Recent Escalation Activity (Sample)
- NTRC Manager flagged CC-2026-000463 for SLA breach and requested immediate update.
- Reminder sent to business/provider on CC-2026-000452 (no response logged).
- Escalation note drafted for CC-2026-000419 and queued for NCA review.
