Agent skill

Escalation Flowchart

A methodology for systematically designing escalation tiers and defining SLAs.

Apache-2.0Auto-check passedSales & Support

Install Escalation Flowchart

skills CLI

$ npx skills add revfactory/harness-100 --skill escalation-flowchart -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 escalation-flowchart --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .claude/skills && cp -r skills-src/en/49-customer-support/.claude/skills/escalation-flowchart .claude/skills/escalation-flowchart && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Paste into Claude Code

Install the "escalation-flowchart" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart into .claude/skills/escalation-flowchart/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "escalation-flowchart", then confirm the skill loads.

Claude Code copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

$skill-installer

$skill-installer install https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart

Type this inside Codex. $skill-installer <name> installs a curated skill from openai/skills. The installer writes to $CODEX_HOME/skills (default ~/.codex/skills). Restart Codex if the skill does not show up.

skills CLI

$ npx skills add revfactory/harness-100 --skill escalation-flowchart -a codex

Project install goes to .agents/skills/; add -g for ~/.codex/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 escalation-flowchart --agent codex

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .agents/skills && cp -r skills-src/en/49-customer-support/.claude/skills/escalation-flowchart .agents/skills/escalation-flowchart && rm -rf skills-src

Use ~/.agents/skills/ instead of .agents/skills for a personal install.

Codex skills documentation · loads skills from .agents/skills/

Paste into Codex

Install the "escalation-flowchart" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart into .agents/skills/escalation-flowchart/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "escalation-flowchart", then confirm the skill loads.

Codex copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

skills CLI

$ npx skills add revfactory/harness-100 --skill escalation-flowchart -a cursor

Project install goes to .agents/skills/; add -g for ~/.cursor/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 escalation-flowchart --agent cursor

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .cursor/skills && cp -r skills-src/en/49-customer-support/.claude/skills/escalation-flowchart .cursor/skills/escalation-flowchart && rm -rf skills-src

Use ~/.cursor/skills/ instead of .cursor/skills for a personal install.

Cursor skills documentation · loads skills from .cursor/skills/, .agents/skills/, .claude/skills/, .codex/skills/

Paste into Cursor

Install the "escalation-flowchart" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart into .cursor/skills/escalation-flowchart/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "escalation-flowchart", then confirm the skill loads.

Cursor copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

gemini skills install

$ gemini skills install https://github.com/revfactory/harness-100.git --path en/49-customer-support/.claude/skills/escalation-flowchart

--scope user (default) or --scope workspace; --path is the subfolder of the repo that holds the skill; --consent skips the security confirmation prompt.

skills CLI

$ npx skills add revfactory/harness-100 --skill escalation-flowchart -a gemini-cli

Project install goes to .agents/skills/; add -g for ~/.gemini/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 escalation-flowchart --agent gemini-cli

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .gemini/skills && cp -r skills-src/en/49-customer-support/.claude/skills/escalation-flowchart .gemini/skills/escalation-flowchart && rm -rf skills-src

Use ~/.gemini/skills/ instead of .gemini/skills for a personal install, then run /skills reload.

Gemini CLI skills documentation · loads skills from .gemini/skills/, .agents/skills/

Paste into Gemini CLI

Install the "escalation-flowchart" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart into .gemini/skills/escalation-flowchart/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "escalation-flowchart", then confirm the skill loads.

Gemini CLI copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

GitHub CLI

$ gh skill install revfactory/harness-100 escalation-flowchart

Installs for Copilot at project scope by default; add --scope user for a personal install. Preview a skill first with gh skill preview. Needs GitHub CLI 2.90.0 or later (public preview).

skills CLI

$ npx skills add revfactory/harness-100 --skill escalation-flowchart -a github-copilot

Project install goes to .agents/skills/; add -g for ~/.copilot/skills/.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .github/skills && cp -r skills-src/en/49-customer-support/.claude/skills/escalation-flowchart .github/skills/escalation-flowchart && rm -rf skills-src

Use ~/.copilot/skills/ instead of .github/skills for a personal install. Commit .github/skills so cloud agent and code review can use it.

GitHub Copilot skills documentation · loads skills from .github/skills/, .claude/skills/, .agents/skills/

Paste into GitHub Copilot

Install the "escalation-flowchart" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart into .github/skills/escalation-flowchart/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "escalation-flowchart", then confirm the skill loads.

GitHub Copilot copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

skills CLI

$ npx skills add revfactory/harness-100 --skill escalation-flowchart -a opencode

OpenCode documents no install command of its own. Project install goes to .agents/skills/; add -g for ~/.config/opencode/skills/.

GitHub CLI

$ gh skill install revfactory/harness-100 escalation-flowchart --agent opencode

Project scope by default (.agents/skills/); add --scope user for a personal install.

Manual copy

$ git clone --depth 1 https://github.com/revfactory/harness-100.git skills-src && mkdir -p .opencode/skills && cp -r skills-src/en/49-customer-support/.claude/skills/escalation-flowchart .opencode/skills/escalation-flowchart && rm -rf skills-src

Use ~/.config/opencode/skills/ instead of .opencode/skills for a personal install.

OpenCode skills documentation · loads skills from .opencode/skills/, .claude/skills/, .agents/skills/

Paste into OpenCode

Install the "escalation-flowchart" agent skill from https://github.com/revfactory/harness-100/tree/main/en/49-customer-support/.claude/skills/escalation-flowchart into .opencode/skills/escalation-flowchart/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "escalation-flowchart", then confirm the skill loads.

OpenCode copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.

Facts

Skill name: escalation-flowchart
GitHub stars: 1.3k
Token cost: ~1.3k tokens
SKILL.md length: 147 words
Files: 1
Skills in repo: 464
Repo updated: Mar 22, 2026
First seen: Oct 7, 2026
Licence: Apache-2.0

At a glance

A methodology for systematically designing escalation tiers and defining SLAs.

Escalation design
SKILL.md covers Target Agents, 3-Tier Escalation Structure, Issue Severity Classification and Escalation Trigger Conditions, plus 3 more sections
Calls black
Issue severity classification

What it does

Escalation Flowchart is an agent skill from revfactory/harness-100. A methodology for systematically designing escalation tiers and defining SLAs. Use this skill for 'escalation design', 'SLA definition', 'issue severity classification', 'crisis response protocol', 'support routing', and other escalation system design needs. However, CRM system configuration and call center routing implementation are outside the scope of this skill.

Its SKILL.md is about 1.3k tokens, which your agent loads only when the skill is triggered. It is a single SKILL.md file with no bundled scripts.

It sits in Sales & Support, covering Diagrams. The licence is Apache-2.0.

When your agent uses it

Escalation design
Issue severity classification
Crisis response protocol
Support routing

Example prompts

“escalation design”
“SLA definition”
“issue severity classification”
“/escalation-flowchart”

What it can do on your machine

Read from SKILL.md and the folder at commit 8e8d35c. It shows what the files ask for, not the result of running them.

Tool permissions
Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.
From allowed-tools in the SKILL.md frontmatter.
Runs code
Shell commands in SKILL.md call:
- black
From the folder's file list and the shell code blocks in SKILL.md.
Network
No URLs in SKILL.md.
From URLs in SKILL.md, links to its own repository left out.
Credentials
Names no API keys, tokens, secrets or passwords.
From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Escalation Flowchart loads about 1.3k tokens when it runs. Until then it costs about 97 tokens; SKILL.md has 147 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it: ~97
When it runs · the whole SKILL.md, loaded when a task matches: ~1.3k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from revfactory/harness-100 at commit 8e8d35c, republished under its Apache-2.0 licence (© revfactory). 147 words, ~1,299 tokens.

Download SKILL.mdSave it as .claude/skills/escalation-flowchart/SKILL.md (or your agent's skills folder).

name: escalation-flowchart
description: A methodology for systematically designing escalation tiers and defining SLAs. Use this skill for 'escalation design', 'SLA definition', 'issue severity classification', 'crisis response protocol', 'support routing', and other escalation system design needs. However, CRM system configuration and call center routing implementation are outside the scope of this skill.

Escalation Flowchart — Escalation Design Methodology

A skill that enhances the escalation policy design capabilities of escalation-manager.

Target Agents

escalation-manager — Designs systematic escalation policies
response-specialist — Reflects escalation trigger conditions in responses

3-Tier Escalation Structure

L1: Frontline (First Response)

Assigned To: CS Agents (General)
Scope: FAQ, general inquiries, simple processing
Authority:
  - Information guidance
  - Basic account settings
  - Small credits (under $50)
  - Standard refund processing
Response SLA:
  Chat 30 sec, Email 4 hours, Phone immediate
Resolution Target: 70-80% of all inquiries

L2: Specialist Support (Second Response)

Assigned To: Senior Agents, Technical Support
Scope: Technical issues, complex account problems, special requests
Authority:
  - Technical investigation and resolution
  - Medium credits (under $500)
  - Exception processing approval
  - Cross-department coordination
Response SLA:
  Chat 2 min, Email 8 hours
Resolution Target: 80% of L1 unresolved cases

L3: Expert/Manager (Third Response)

Assigned To: Team Leaders, Development Team, Legal Team
Scope: Service outages, legal issues, VIP complaints
Authority:
  - Large compensation decisions
  - Service modification/patch requests
  - Official apology issuance
  - Legal response initiation
Response SLA:
  Critical 1 hour, Normal 24 hours
Resolution Target: All unresolved cases

Issue Severity Classification

Grade	Description	Example	SLA	Escalation
SEV-1 (Critical)	Full service outage, data breach	Entire service down	15 min response, 4 hr resolution	Immediate L3 + Executives
SEV-2 (Major)	Core feature failure, multiple users affected	Payments not working	30 min response, 8 hr resolution	L3 if unresolved in 1 hr
SEV-3 (Moderate)	Partial feature failure, workaround available	Specific feature error	4 hr response, 24 hr resolution	L1 or L2
SEV-4 (Low)	Minor issue, inconvenience	UI display error	24 hr response, 72 hr resolution	L1

Escalation Trigger Conditions

Automatic Escalation

L1 → L2 Triggers:
  - Interaction exceeds 15 minutes
  - Same issue inquired 3+ times
  - Technical investigation required (log review, etc.)
  - Customer requests supervisor

L2 → L3 Triggers:
  - Unresolved for 24 hours
  - Customer mentions on social media/press
  - Legal action mentioned
  - SEV-1/SEV-2 issue
  - VIP/Enterprise customer

Emotion-Based Escalation

Emotion Level Assessment:
  Green (Stable): Proceed with normal response
  Yellow (Dissatisfied): Strengthen empathy, attempt L1 resolution
  Red (Agitated): Immediate L2 escalation
  Black (Threatening): Immediate L3 + Legal team alert

Detection Keywords:
  Red: "Let me speak to your manager", "consumer protection", "lawsuit", "press"
  Black: Threats, hacking mentions, personal attacks, threatening language

Escalation Process Flow

Customer Inquiry Incoming
     |
     +-- Auto-classification (keyword/customer grade)
     |
     +-- L1 Assignment
     |   +-- Resolved → Close + CSAT survey
     |   +-- Unresolved → Check triggers
     |       +-- Auto trigger → L2 assignment
     |       +-- Manual judgment → L2 request
     |
     +-- L2 Assignment
     |   +-- Resolved → Close + CSAT survey
     |   +-- Unresolved → L3 escalation
     |       +-- Technical issue → Development team
     |       +-- Legal issue → Legal team
     |       +-- Business → Team leader
     |
     +-- L3 Processing
         +-- Resolved → Notify customer + follow-up management
         +-- Unresolved → Executive report

SLA Matrix Template

markdown

| Channel | First Response | Update Frequency | Resolution Target |
|---------|---------------|------------------|-------------------|
| Chat | 30 sec | Real-time | 10 min |
| Phone | Immediate | Real-time | During call |
| Email | 4 hours | 24 hours | 48 hours |
| Social Media | 1 hour | 4 hours | 24 hours |

After Hours:
  SEV-1/2: 24/7 response (on-call)
  SEV-3/4: Next business day

Crisis Response Protocol (SEV-1)

T+0 min: Issue detected
  → Immediate Slack/phone alert
  → Assign owner

T+15 min: Initial assessment
  → Determine impact scope
  → Draft customer notice

T+30 min: Customer communication
  → In-app notice / Status page update
  → "We are aware of [issue] and are actively working to resolve it"

T+1 hour: Executive report
  → Impact scope, estimated resolution time, required resources

T+Resolution: Post-incident actions
  → Customer notice (resolution complete)
  → Determine compensation for affected customers
  → Post-mortem (5 Whys)

Files

Just SKILL.md in en/49-customer-support/.claude/skills/escalation-flowchart of revfactory/harness-100.

Open the folder on GitHubat commit 8e8d35c

Compare with similar skills

Escalation Flowchart next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Escalation Flowchart compared with similar skills
Skill	Stars	Used in	Tokens	Auto-check	Licence	Repo updated
Escalation Flowchart this skillrevfactory/harness-100	1.3k	—	~1.3k	Automated safety check: Pass	Apache-2.0	6 mo ago
Exploration Modefjrevoredo/mini-diarium	308	—	~3.4k	Automated safety check: Pass	MIT	3 days ago
Deskcomm Extensaomelgarafael/DeskcommCRM	4.5k	—	~2.7k	Automated safety check: Pass	MIT	today
Expansion Retentiontech-leads-club/agent-skills	7k	—	~5.6k	Automated safety check: Pass	Custom licence	17 days ago
Olore Ga4 Measurement Protocol Latestolorehq/olore	103	—	~603	Automated safety check: Pass	MIT	yesterday
Sf DebugJaganpro/sf-skills	424	—	~1.3k	Automated safety check: Pass	MIT	5 mo ago

Similar skills

Exploration Mode
fjrevoredo/mini-diarium
Enter exploration mode: a thinking partner for researching and thinking through ideas and problems before implementation.
308 GitHub stars~3.4k tokensUpdated 3 days ago
Sales & SupportAuto-check passed
Deskcomm Extensao
melgarafael/DeskcommCRM
Guia para criar uma extensão do DeskcommCRM — o pacote declarativo — em vez de abrir um PR no núcleo.
4.5k GitHub stars~2.7k tokensUpdated today
Sales & SupportAuto-check passed
Expansion Retention
tech-leads-club/agent-skills
When the user wants to reduce churn, build expansion revenue, automate customer success, or optimize net revenue retention.
7k GitHub stars~5.6k tokensUpdated 17 days ago
Sales & SupportAuto-check passed
Olore Ga4 Measurement Protocol Latest
olorehq/olore
Local ga4-measurement-protocol documentation reference (latest).
103 GitHub stars~603 tokensUpdated yesterday
Sales & SupportAuto-check passed
Sf Debug
Jaganpro/sf-skills
Salesforce debug log analysis and troubleshooting with 100-point scoring.
424 GitHub stars~1.3k tokensUpdated 5 mo ago
Sales & SupportAuto-check passed
Cross Critique
warpdotdev/common-skills
Run a second round on a contested question by circulating each subagent's independent proposal to the other authors and asking for structured pros and cons, then synthesize.
606 GitHub stars~1.4k tokensUpdated 7 days ago
Sales & SupportAuto-check passed

Questions about Escalation Flowchart

What does Escalation Flowchart do?

A methodology for systematically designing escalation tiers and defining SLAs. Escalation Flowchart is an agent skill from revfactory/harness-100. A methodology for systematically designing escalation tiers and defining SLAs.

When should I use Escalation Flowchart?

Escalation Flowchart fits situations like: escalation design; issue severity classification; crisis response protocol; support routing.

How do I install Escalation Flowchart in Claude Code?

Run `npx skills add revfactory/harness-100 --skill escalation-flowchart -a claude-code`. Or copy the skill folder (en/49-customer-support/.claude/skills/escalation-flowchart in revfactory/harness-100) into .claude/skills/escalation-flowchart in your project. Claude Code loads it when a task matches its description.

How do I install Escalation Flowchart in Codex?

Run `npx skills add revfactory/harness-100 --skill escalation-flowchart -a codex`. Or copy the skill folder (en/49-customer-support/.claude/skills/escalation-flowchart in revfactory/harness-100) into .agents/skills/escalation-flowchart in your project. Codex loads it when a task matches its description.

Can I use Escalation Flowchart in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add revfactory/harness-100 --skill escalation-flowchart -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/escalation-flowchart, .gemini/skills/escalation-flowchart, .github/skills/escalation-flowchart and .opencode/skills/escalation-flowchart in your project.

What does Escalation Flowchart need to run?

Going by SKILL.md and its folder, Escalation Flowchart needs the command-line tools its instructions call (black).

Does Escalation Flowchart access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Escalation Flowchart safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Escalation Flowchart use?

Escalation Flowchart is published under the Apache-2.0 licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Escalation Flowchart use?

About 1.3k tokens (SKILL.md is roughly 5.2k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full.

What are the alternatives to Escalation Flowchart?

Skills that share tags, products or a category with Escalation Flowchart: Exploration Mode (fjrevoredo/mini-diarium, 308 stars), Deskcomm Extensao (melgarafael/DeskcommCRM, 4.5k stars), Expansion Retention (tech-leads-club/agent-skills, 7k stars) and Olore Ga4 Measurement Protocol Latest (olorehq/olore, 103 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Escalation Flowchart?

revfactory (a GitHub user) maintains it in revfactory/harness-100, which has 1,290 GitHub stars. The repository holds 464 skills in this directory. The repository was last updated on March 22, 2026.

Source: revfactory/harness-100 on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.

Install Escalation Flowchart

Facts

At a glance

What it does

When your agent uses it

Example prompts

What it can do on your machine

Tool permissions

Runs code

Network

Credentials

Context cost

Safety

SKILL.md

Escalation Flowchart — Escalation Design Methodology

Target Agents

3-Tier Escalation Structure

L1: Frontline (First Response)

L2: Specialist Support (Second Response)

L3: Expert/Manager (Third Response)

Issue Severity Classification

Escalation Trigger Conditions

Automatic Escalation

Emotion-Based Escalation

Escalation Process Flow

SLA Matrix Template

Crisis Response Protocol (SEV-1)

Files

Compare with similar skills

Similar skills

More from revfactory/harness-100

Related

Questions about Escalation Flowchart