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escalation-flowchart

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에스컬레이션 단계를 체계적으로 설계하고 SLA를 정의하는 방법론. '에스컬레이션 설계', 'SLA 정의', '이슈 등급 분류', '위기 대응 프로토콜', '상담 라우팅' 등 에스컬레이션 체계 설계 시 사용한다. 단, CRM 시스템 설정, 콜센터 라우팅 구현은 이 스킬의 범위가 아니다.

ko/49-customer-support/.claude/skills/escalation-flowchart/skill.md

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# Escalation Flowchart — 에스컬레이션 설계 방법론

escalation-manager의 에스컬레이션 정책 설계를 강화하는 스킬.

## 대상 에이전트

- **escalation-manager** — 체계적인 에스컬레이션 정책을 설계한다
- **response-specialist** — 에스컬레이션 트리거 조건을 응대에 반영한다

## 에스컬레이션 3단계 구조

### L1: 프론트라인 (1차 응대)

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