Swarming
A collaborative model where specialists join to solve a case together instead of passing it up a tier ladder.
Swarming replaces the escalation chain with a huddle: when a rep hits something they can't solve, the right people (senior agents, engineers, product) collaborate on the live case rather than the ticket being handed off and re-queued. It keeps ownership with the original agent and shortens the path to expertise.
It is an operating model, not a metric, though teams watch transfer counts and time-to-expert.
What it hides: swarming can quietly become "everyone drops everything for one ticket," wrecking focus and capacity if it isn't governed. It also depends on senior people having protected time to help; without that, the swarm is just interruption with a nicer name. Compare with tiered support.