Primitive 13 / Queue

Escalation queue card

The Hermes escalation queue — every active escalation lane with a coloured priority badge (P1 critical → P4 routine), the reason Hermes routed it out, the assigned human handler and the time waiting. Summary strip shows open + breached + resolved counts.

Production answer

Escalation queue card is a reusable Oak Flats Muffler Men UI primitive with documented states, accessibility expectations, theme behavior, and implementation evidence.

Primary CTAReview Escalation queue card states
Generative search brief

Escalation queue card: The Hermes escalation queue — every active escalation lane with a coloured priority badge (P1 critical → P4 routine), the reason Hermes routed it out, the assigned human handler and the time waiting. Summary strip shows open + breached + resolved counts.

State A · mixed lanes

Open escalations

Sorted by priority · oldest at top within each lane
  • P1 · Critical

    Manta DPF warranty rattle · refund request $480

    esc_9183·Refund > $200 AUD trigger · disputed warranty claim.·4m
    Bec SinghFront desk · manager
  • P2 · High

    After-hours emergency · Hilux on side of M1

    esc_9184·Vehicle stranded · customer requesting urgent tow info.·1m 36s
    Sam WhittakerWorkshop lead · on-call
  • P3 · Watch

    Engineered exhaust ADR cert · uncertain fitment

    esc_9185·Confidence under 50% · missing variant data.·7m 12s
    Jordan RileyBay 2 tech
  • P4 · Routine

    Saturday late open request · public holiday

    esc_9186·Outside published hours · customer wants confirmation.·18m
    Sophie TanFront desk
Open4
SLA breached1
Resolved · 24h18
State B · single P1

P1 stack

Sorted by priority · oldest at top within each lane
  • P1 · Critical

    Manta DPF warranty rattle · refund request $480

    esc_9183·Refund > $200 AUD trigger · disputed warranty claim.·4m
    Bec SinghFront desk · manager
Open1
SLA breached0
Resolved · 24h4
State C · queue clear

Open escalations

Sorted by priority · oldest at top within each lane
  • Queue clear — Hermes resolved everything in policy.
Open0
SLA breached0
Resolved · 24h22