Escalation rules cover clear conditions for a handoff. Escalation guidance covers cases that need judgment. Make both specific enough that Scout Agent can recognize the boundary.
Before you start
You need administration access. Decide which people own the exceptions before enabling a rule.
Scout Agent configuration follows the Train, Test, Deploy and Analyze areas.
Create a focused escalation rule
Open Scout → Train → Escalation.
Use New rule for a condition based on the available segments or attributes. Give it a clear title and complete every filter.
Use New guidance for a plain-language instruction about a case the rule fields cannot express.
Review the rule’s scope and its Draft or Live state. Publish or enable only the version your team intends to enforce.
Review task assignment and fallback ownership so a handoff reaches someone who can continue.
Test both a situation that should escalate and a similar situation that should stay with Scout Agent.
Check the result
The matching test hands work back with a clear reason, and the non-matching case can continue under the normal procedure. The responsible team can find the handoff in Inbox.
Avoid an unintentionally broad rule
An escalation rule with no limiting conditions can apply to every task. Finish incomplete filters and inspect the rule’s summary before publishing.
For example, state which supplier segment, commercial threshold or missing approval makes human involvement necessary. A vague instruction such as “escalate when important” is hard to apply consistently.
Review repeated handoffs
Use the handoff reason and task evidence to see whether the rule is too broad or the underlying process needs better data. Handle the current task before changing shared configuration.
If something does not look right
What you see | What to check |
Too many tasks escalate | Inspect empty or broad conditions and overlapping guidance. |
No one takes over | Review assignment and fallback owners, then confirm the task is visible to the intended teammate. |
Does saving a draft enforce the rule?
Does saving a draft enforce the rule?
Draft rules and guidance are not used until made Live. Check the status shown on the item.
Continue your work
Open the relevant area in Cartograph to continue with your workspace data.