Definition
The escalation tier handling issues L1 agents cannot resolve, staffed by specialists with deeper product or technical knowledge.
Business Importance
Clear L1-to-L2 escalation criteria prevent both under-escalation (customers stuck in the wrong tier) and over-escalation (unnecessary load on specialist staff).
Industry Examples
A billing discrepancy that requires access to backend account records gets escalated from L1 to an L2 billing specialist.