many of our customers would really appreciate a further level of escalation for queues, that is:
escalation on first lock.
In my idea the escalation time should start as soon as the ticket is created and it should be stopped as soon as the ticket is locked the first time.
Further unlock/lock operations on the same ticket should not be taken into consideration.
Up till now it is not enough for an agent to lock a ticket to stop the escalation on first response.
The escalation on first response is good and should remain as it is, but I suggest to develop a very first level of escalation on ticket lock.