You‘re deploying a new escalation rule for voice calls in Omni-Channel.

Ensuring timely intervention for high-priority voice calls involves multiple strategies:A. Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria.B. Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live.C. Defining clear criteria for call escalation based on urgency and wait times ensures that high-priority calls are identified and escalated appropriately.Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.

References: https://help.salesforce.com/articleView?id=sf.omnichannel_voice_escalation.htm