Escalation Policies for Tasks

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.

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

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

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

1. Click Manage in the sidebar

2. Select Compliance

3. Select Escalation Policies

Use this option when you want to escalate after users miss task deadlines a certain number of times.

1. Click Action → Add Escalation Policy.

2. Enter a Title (required).

3. Under Notification triggered by, select:

   People miss task deadlines X number of times

4. (Optional) Select Only mandatory tasks if this rule should apply only to mandatory assignments.

5. Under Notify when…, set the overdue threshold:

   People are overdue on their Task deadlines X times

6. Click Next to continue configuring actions.

Use this option to notify managers when their direct reports repeatedly miss task deadlines.

1. Click Action → Add Escalation Policy.

2. Enter a Title (required).

3. Under Notification triggered by, select:

   A manager’s direct reports miss task deadlines X number of times

4. (Optional) Select Only mandatory tasks.

5. Under Notify when…, set the threshold:

   Manager’s people are overdue on their Task deadline X times

6. Click Next to proceed.

Use these options when escalation should apply only to a specific piece of assigned content.

You can escalate when a user misses the deadline for:

• User misses specific tasked channel deadline

• User misses specific tasked learnlist deadline

• User misses specific tasked item deadline

• User misses specific tasked quiz deadline

1. Click Action → Add Escalation Policy.

2. Enter a Title (required).

3. Under Notification triggered by, select the relevant option (for example, User misses specific tasked item deadline).

4. (Optional) Select Only mandatory tasks.

5. (Optional) Enable Add days overdue count if you want escalation to occur only after a delay.

6. Under Notify when…, set the overdue period:

   User goes overdue on selected content for more than X days

7. Under Select content, choose the specific item, quiz, channel, or learnlist to monitor.

8. Click Next to configure escalation actions.

Use these options to alert users or managers before a task deadline is reached.

• Specific tasked item deadline due soon

• Specific tasked learnlist deadline due soon

• Specific tasked channel deadline due soon

1. Click Action → Add Escalation Policy.

2. Enter a Title (required).

3. Under Notification triggered by, select the relevant due soon option.

4. Under Notify when…, define how far in advance to trigger the alert:

   User is due to complete task in X days

5. Under Select content, choose the specific content to monitor.

6. Click Next to continue.

After defining the escalation trigger, you can configure what should happen next, such as:

• Notify users

• Add label to user

These actions determine how learners or managers are informed once the escalation policy is triggered.

• Trigger: A manager’s direct reports miss task deadlines X number of times

• Threshold: 3 overdue tasks

• Mandatory only: Yes

• Action: Notify manager via email and in-app notification

• Purpose: Escalate repeated missed compliance deadlines

• Trigger: User misses specific tasked item deadline

• Content: GDPR Annual Training

• Days overdue: 7

• Action: Notify HR team

• Purpose: Alert HR when users are one week overdue

• Trigger: Specific tasked learnlist deadline due soon

• Content: Annual Certification Programme

• Days before deadline: 14

• Action: Notify learner’s manager

• Purpose: Provide advance warning for certification deadlines

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

• 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)

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

1. Go to Manage > Compliance >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

1. Go to Manage > Compliance >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.

Escalation notifications appear in:

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

• The recipient's email inbox

• The Activity Log for audit purposes

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.