[pyre]

The problem is that every issue that is escalated costs more money to resolve, so there is pressure from managers to make sure that the number of escalated calls is minimal. The reality is that this is a horrible metric to go by. The issue that a caller wants resolved it what dictates the level of support that they need, and the company really has no control over the volume of calls that require more than tier 1 support (other than building a decent product, I guess).