When Ella raises a hand
What it means when Ella escalates an item, the usual reasons, and what to do about each.
A cross-check failed
An agent's result does not match your system of record. Ella shows both values. Decide which is right, correct the source if needed, and the item continues.
Information is missing
The agents could not find something they need, such as a contact, a rate or a document. Supply it, or tell Ella who to ask, and she re-runs the step.
A connection is not responding
A linked system is unavailable or a permission has changed. Ella pauses the items that depend on it and continues the rest. Ask your admin to check the connection.
The decision is above the agents' remit
Some choices are always yours, such as a commitment to a customer or a change to a safety action. Ella prepares the options and waits.
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