Definition
The escalation tier handling issues L1 agents cannot resolve, staffed by specialists with deeper product or technical knowledge.
Cite this definition
"L2 Support (Tier 2 Support)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/L2Support
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.
Related Terms
Related Service
How Infusion BI delivers this:
Technical Support (L1/L2 Helpdesk)
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