An escalation in Salesforce Einstein BOT is any attempt to transfer to an agent, queue, or another Einstein BOT. The transfer was initiated due to an error or exception or when the bot can’t handle a user request.
Using the Salesforce Einstein Bot Escalation Metric, we can find out from which dialogs we are facing unhandled errors or exceptions. Using these findings, we can spend time to optimise the affected dialogs and improve them.
This metric will help us to improve the overall Salesforce Einstein BOT performance too.