Escalation Policy

Overview

Escalation Policies in Learn Amp help you stay on top of compliance by automatically notifying the right people when learners miss deadlines—or are about to. Whether it's overdue tasks, surveys, 1-to-1s, CPD targets, or specific content items, escalation policies ensure that nothing slips through the cracks.

By setting up notification rules, you can alert managers, HR teams, or specific individuals when learners repeatedly miss their deadlines—helping you take timely action and maintain accountability across your organisation.

Functionality Breakdown

Escalation Policies work as automated notification triggers. When a learner (or a manager's team) misses deadlines—or approaches them—the system sends alerts to designated recipients.

Count-Based Policies

These policies trigger when users miss deadlines a specified number of times:

• Overdue Tasks – When learners miss task deadlines

• Overdue Surveys – When surveys aren't completed on time

• Overdue 1-to-1s – When scheduled 1-to-1 meetings are missed

• Overdue CPD Targets – When CPD requirements aren't met

Content-Specific Policies

These policies monitor specific pieces of content for overdue tasks:

• Items – Track overdue tasks for a specific Item

• Quizzes – Track overdue tasks for a specific Quiz

• Learnlists – Track overdue tasks for a specific Learnlist

• Channels – Track overdue tasks for a specific Channel

💡 Tip: Content-specific policies are ideal when you need to closely monitor completion of critical compliance content, such as mandatory training modules.

Due Soon Policies (Proactive Alerts)

Get ahead of missed deadlines with proactive notifications:

• Due Soon Item – Alert when an Item deadline is approaching

• Due Soon Learnlist – Alert when a Learnlist deadline is approaching

• Due Soon Channel – Alert when a Channel deadline is approaching

💡 Tip: Due soon policies are perfect for giving learners and managers a heads-up before deadlines pass, rather than reacting after the fact.

Two Types of Trigger

For count-based policies, you can create two types of escalation:

How Notifications Work

• Recipients receive one consolidated email listing all users who triggered the policy

• Notifications recur daily until no users meet the escalation criteria

• You can choose to send notifications via email, in-platform notifications, or both

• Notifications can be sent to the person's manager, manager's manager, or specific individuals

Pre-requisites

Before creating Escalation Policies, ensure:

• Your company has Escalation Policies enabled

• You have a clear understanding of which deadlines you want to monitor

• You know who should receive notifications

💡 Tip: Work with your HR or L&D team to define appropriate escalation thresholds that balance accountability with practicality.

Required User Roles

Quick Start Guide

1. From the sidebar, navigate to Manage > Compliance > Escalation Policies

2. Click Actions > Add New Escalation Policy

3. Select your trigger type (count-based, content-specific, or due soon)

4. Configure the threshold and notification settings

5. Choose your notification recipients

6. Click Submit to create the policy

FAQs

Q: How do I access Escalation Policies?
From the sidebar, navigate to Manage > Compliance > Escalation Policies.

Q: Will I receive multiple emails if several users trigger the policy?
No. Recipients receive one consolidated email listing all users who have triggered the escalation policy. For example, if three team members are overdue, the manager receives one email listing all three.

Q: How often are notifications sent?
Once triggered, notifications recur daily until the users no longer meet the escalation criteria (i.e., they complete their overdue items or the deadline passes).

Q: The escalation report shows a user as overdue, but they don't have outstanding tasks. Why?
The escalation report shows a count of times a user has gone overdue, regardless of whether they are still overdue. This highlights any instance of missed deadlines. To see users who are currently overdue, use the Task Log and tick the 'Overdue' filter.

Q: What does "A manager's direct reports miss task deadlines X number of times" mean?
This trigger fires when the cumulative count of overdue tasks across all of a manager's direct reports reaches the specified threshold. For example, if set to 5, it triggers when direct reports have collectively missed 5 task deadlines.

Q: Can I set up policies for mandatory tasks only?
Yes. When creating an escalation policy, you can tick the option to apply it to mandatory tasks only.

Q: Can I automatically add labels to users who trigger escalation policies?
Yes. During policy setup, you can choose to automatically apply a label to users who trigger the policy. This helps with grouping and reporting.

Q: What's the difference between count-based and content-specific policies?
Count-based policies trigger after X instances of any overdue task/survey/1-to-1/CPD. Content-specific policies monitor a single piece of content (e.g., one particular Item or Learnlist) for overdue tasks.

Q: How do due soon policies differ from overdue policies?
Due soon policies send notifications before a deadline passes—giving learners and managers advance warning. Overdue policies trigger after deadlines have been missed.

Troubleshooting

Related Articles

• Creating an Escalation Policy

• Viewing Escalation Policy Reports