Escalation Policies for Tasks

Overview

Escalation Policies help you maintain accountability for task completion by automatically notifying managers when learners are consistently overdue. They're particularly valuable for compliance training, mandatory certifications, and any learning where timely completion is critical.

Rather than manually tracking who's behind on their tasks, Escalation Policies do the heavy lifting—alerting the right people when intervention is needed.

Functionality Breakdown

Escalation Policies monitor task completion and trigger notifications based on rules you define:

Types of Escalation Rules

Notification Options

Each escalation rule can be configured to send:

• Email notifications – Sent to the recipient's email address

• In-app notifications – Displayed in the Learn Amp notification centre

• Both – For maximum visibility

Pre-requisites

Feature Requirements

To use Escalation Policies, your organisation must have:

• Escalations feature enabled – Contact your Customer Success Manager if not available

• Tasks feature enabled – Required for task-based escalations

Role Requirements

Quick Start Guide

Accessing Escalation Policies

1. Click Settings in the sidebar

2. Select Escalation Policies

Creating a Task Escalation Rule

For General Task Overdues (User-Based)

1. Click Add Rule

2. Select Task User or Task Manager as the rule type

3. Configure the threshold:

   • Number of overdues – How many overdue tasks trigger the escalation

4. Choose notification method:

   • Email notification

   • In-app notification

   • Both

5. Add a descriptive title for the rule

6. Click Save

For Specific Content Overdues

1. Click Add Rule

2. Select the content type: Overdue Item, Overdue Quiz, Overdue Learnlist, or Overdue Channel

3. Select the specific content to monitor

4. Configure notification settings:

   • Number of overdue days (optional) – Delay before escalation triggers

   • Notification method – Email, in-app, or both

5. Select who should be notified

6. Click Save

For Due Soon Alerts

1. Click Add Rule

2. Select Due Soon Item, Due Soon Learnlist, or Due Soon Channel

3. Select the specific content to monitor

4. Set the days before deadline to trigger the alert

5. Configure notification settings

6. Click Save

Example Configurations

Compliance Training Escalation:

• Rule type: Task Manager

• Threshold: 3 overdue tasks

• Notification: Email + In-app

• Purpose: Alert managers when team members have multiple overdue compliance tasks

GDPR Training Reminder:

• Rule type: Overdue Item

• Content: GDPR Annual Training

• Days overdue: 7

• Notification: Email to HR team

• Purpose: Notify HR when anyone is a week overdue on GDPR training

Certification Due Soon:

• Rule type: Due Soon Learnlist

• Content: Annual Certification Programme

• Days before: 14

• Notification: Email to learner's manager

• Purpose: Give managers advance notice of upcoming certification deadlines

How Escalations Work

The Escalation Process

1. Monitoring – The system checks task statuses daily

2. Threshold Check – When a user meets the escalation criteria, the rule triggers

3. Notification – Configured recipients receive alerts via email and/or in-app

4. Resolution – Escalations stop when the learner completes their overdue tasks

Timing of Notifications

• Escalation checks run daily (typically around 8am)

• Notifications are sent once per day per rule

• New escalations are triggered when users newly meet the threshold

• Continuing escalations may send follow-up reminders (if configured)

Manager Notifications

When a Task Manager rule triggers:

• The learner's direct manager receives the notification

• If the learner has multiple managers, all may be notified

• The notification includes:

  • Number of overdue tasks

  • Names of affected learners

  • Link to view the Task Log

Managing Escalation Rules

Editing a Rule

1. Go to Settings > Escalation Policies

2. Find the rule you want to edit

3. Click the three-dot menu

4. Select Edit

5. Make your changes

6. Click Save

Deleting a Rule

1. Go to Settings > Escalation Policies

2. Find the rule you want to delete

3. Click the three-dot menu

4. Select Delete

5. Confirm the deletion

⚠️ Warning: Deleting a rule stops all future escalations for that criteria. Historical escalation data is preserved.

Viewing Escalation History

Escalation notifications appear in:

• The recipient's notification centre (in-app)

• The recipient's email inbox

• The Activity Log for audit purposes

FAQs

Q: How often do escalation checks run?
Escalation checks run daily, typically around 8am. Notifications are sent once per day per rule.

Q: Can I create escalations for mandatory tasks only?
Yes. You can create content-specific rules that target only your mandatory training content. Select the specific Item, Quiz, or Learnlist when creating the rule.

Q: Will managers be notified for every overdue task?
It depends on your rule configuration. Task Manager rules use a threshold (e.g., 3 overdue tasks) before triggering. Content-specific rules trigger for each user who is overdue on that particular content.

Q: Can I exclude certain users from escalations?
Not directly. Escalations apply to all users who meet the criteria. However, you can create content-specific rules that only monitor tasks assigned to certain groups.

Q: What happens if a learner completes their task after the escalation?
The escalation stops. No further notifications are sent for that user until they meet the threshold again.

Q: Can I test an escalation rule before enabling it?
There's no dedicated test mode. However, you can create a rule with a high threshold to see how it behaves before adjusting to production settings.

Q: Do escalations affect the learner's record?
Escalations are notifications only—they don't add marks or flags to the learner's profile. The overdue status on the task itself is separate from the escalation.

Q: Can I send escalations to someone other than the manager?
For content-specific rules (Overdue Item, Overdue Quiz, etc.), you can select any user as the notification recipient. For Task Manager rules, notifications go to the learner's configured manager.

Q: How do I know if escalations are working?
Check your notification centre and email for escalation alerts. You can also review the Activity Log to see when escalations were triggered.

Troubleshooting