When should escalation count as a successful agent outcome?

**Should an agent fail an evaluation if it escalates instead of completing the transfer?**

Not when the case requires a decision outside the agent's authority. In utilities, an unresolved access restriction may require a site coordinator's judgement before field work can be assigned. The correct outcome can be a well-formed escalation.

**What makes the escalation successful?**

It identifies the blocked decision, the relevant evidence, the authorised destination and the specific response needed. A message saying only that the case is complex leaves the next team to repeat the investigation. The evaluator can check whether the escalation materially reduces that work.

**How do we prevent escalation from becoming an easy escape?**

Include cases whose apparent uncertainty can be resolved using available records. Score unnecessary escalation separately from justified escalation. Also inspect whether the agent attempted the permitted evidence-gathering steps before deciding it could not proceed.

A task pack could distinguish authorised completion, justified escalation and avoidable deferral. These outcomes help developers tune autonomy without rewarding either reckless action or routine refusal to make decisions supported by the supplied evidence.