You can escalate a session when you need Incode to review a problem tied to that session. Instead of reporting an issue over email or a call, you can submit it directly from Dashboard and get automatic confirmation that it's been received.
The Escalations page in Dashboard allows you to track the status of every Session you've escalated. The escalation's status is updated in the table as it moves through review. You'll be notified when a fix is live.
Clicking a row in the table on the Escalations page opens single Session view for that escalation. The table can show the following columns.
| Column | Description |
|---|---|
| Session ID | Unique identifier of the session the escalation was raised for. |
| Opened On | Date and time the escalation was created. |
| Resolved On | Date and time the escalation was resolved, if applicable. |
| Status | Current stage of the escalation in Incode's review pipeline: In Progress, Closed, Released to Demo, Resolved, or Opened. Released to Demo means a fix has been deployed to the Demo environment, ahead of its release to production. |
| Issue Found | Whether Incode's review confirmed an issue with the session: Found or Not Found. |
| Issue Type | Category of the issue Incode's review identified, such as Liveness or Face Recognition. |
| Resolution Reason | Reason recorded by Incode when the escalation is resolved. |
| Opened By | Name of the user who opened the escalation. This may be an Incode team member if the escalation was opened on your behalf. |
| Session Decision | Outcome of the underlying session: Pass, Warning, Fail, Not Applicable, Needs Review, Pass (Manual), Fail (Manual), or Pending (Manual). |
| Submitted Reason | Reason selected when the escalation was opened: False Approval, False Rejection, OCR, Classification, ID Validation Crosscheck, Bug, or Other. |
| Submitted Issue | Issue category selected when the escalation was opened, such as ID Verification or Missing Data. |
| Submitted Comment | Optional comment provided when the escalation was opened. |
| Escalation ID | Unique identifier generated for the escalation. |
On this page, you can:
- Filter the escalations that are shown
- Upload multiple escalations at once via CSV import
- Configure your view of the Escalations table
Filter Escalations
- In the left menu, click Escalations.
- Click Add Filter in the top left.
- Select the column you want to filter by:
- Session ID: Enter the session ID you want to search for.
- Escalation ID: Enter the unique identifier for the escalation you want to search for.
- Opened By: Enter the name of the user who opened the escalation.
- Opened On: Select a start and end date from the calendar to only show escalations opened in that range.
- Resolved On: Select a start and end date from the calendar to only show escalations resolved in that range.
- Issue Type: Enter the issue type you want to search for.
- Issue Found: Select Found or Not Found.
- Status: Select In Progress, Closed, Released to Demo, Resolved, or Opened.
- Session Decision: Select Pass, Warning, Fail, Not Applicable, Needs Review, Pass (Manual), Fail (Manual), or Pending (Manual).
- Submitted Reason: Select False Approval, False Rejection, OCR, Classification, ID Validation Crosscheck, Bug, or Other.
- Submitted Issue: Select from the available issue categories (for example, ID Verification, OCR, Liveness, Face Recognition, Missing Data, or Other).
- Click Apply. The table displays the escalations that fit your criteria.
- Repeat these steps to add additional filters.
Upload Escalations
Add multiple escalations at once via CSV import.
- In the left menu, click Escalations.
- Click the three-dot menu (⋮) in the top right.
- Select Upload Escalations. The Upload Escalation File dialog opens.
- If needed, click Download template CSV to get the correct file format.
- Drag and drop your CSV file or click to browse and select it.
- Click Add to Escalations.
Configure Escalations View
You can show, hide, and reorder columns in the Escalations table. This change only affects your account. Other users still see their own view.
- In the left menu, click Escalations.
- Click the three-dot menu (⋮) in the top right.
- Select Table Settings. The Configure Table View panel slides out from the left.
- In the Configure Table View panel:
- Click the eye icon next to a column to show or hide it.
- Drag a column by its handle (⋮⋮) to reorder it.
- Click Save View to apply your changes. This view of the page is shown on future visits, even after logging out.