In order to view the "Escalation Reduction", please log into your account and click on "Analytics".
Then refer to the "Escalation Reduction" chart underneath the Traffic section.
This chart shows the percentage of:
Escalation Reduction Rate - Questions that were not escalated to representatives.
Answered Rate - Questions that received an answer and were not escalated.
Escalation Rate- Questions that were asked and escalated to representatives.
Please note: "Escalation" apply to email escalations (submitted via your contact form), while "Chats" apply to chat escalations.