Escalation log

Every AI→dispatcher handoff — reason, summary, and outcome.

Escalations

6

last 24 hours

Avg response

1m 0s

dispatcher pick-up time

Resolved

67%

4 of 6 closed

Harbor Lights

SEV 1securityvoice

↗ Caller confirmed intruder on premises — auto-escalated by SEV 1 rule

Resident reporting unknown male in hallway, unit 4B. Caller is inside unit, door locked. Background noise suggests movement.

In progress

6m ago

Dispatcher: Marcus WebbResponse: 34s

Emerald Towers

SEV 2maintenancechat

↗ Water leak near electrical panel — AI flagged safety risk

Resident in unit 12A reporting water dripping from ceiling near breaker box. Has placed towels. Unit below is empty.

Resolved

22m ago

Dispatcher: Sandra ObiResponse: 1m 1sMaintenance dispatched, water shutoff located and closed. Work order #8821 filed.

Willow Creek

SEV 2noisesms

↗ Repeat complaint — same unit flagged 3× in 7 days

Noise complaint unit 7C — loud music, third report this week. Resident requesting direct manager intervention.

Resolved

48m ago

Dispatcher: Marcus WebbResponse: 1m 52sCalled unit 7C — tenant agreed to lower volume. Manager note added to tenant file.

Harbor Lights

SEV 1medicalvoice

↗ Caller reporting unresponsive resident — 911 also notified

Unit 9D — caller (neighbor) found elderly resident unresponsive in hallway. 911 dispatched. Dispatcher coordinating lobby access.

Further escalated

3h ago

Dispatcher: Sandra ObiResponse: 18s911 on scene. Resident transported. Property manager notified. Incident closed pending hospital update.

Riverside Commons

SEV 3securitychat

↗ Resident requested to speak to a person — AI could not resolve

Resident asking about visitor parking policy after a vehicle was towed. Upset and requesting callback from management.

Resolved

5h ago

Dispatcher: Alex TranResponse: 1m 28sCalled resident, explained policy, issued one-time tow reimbursement voucher per manager approval.

Summit Plaza

SEV 2maintenancesms

↗ HVAC outage affecting multiple units — AI flagged property-wide impact

4 separate residents reporting no heat. Building HVAC appears offline. Outside temp 38°F.

Resolved

8h ago

Dispatcher: Jordan LeeResponse: 44sHVAC contractor on-call dispatched. System reset 2:15 AM. All units confirmed restored by 3:40 AM.