escalation-brief

name	escalation-brief
description	Builds an executive escalation one-pager — issue timeline, business impact, customer temperature, and specific asks. Use when an account escalates, an exec needs to step in, or leadership asks "what's going on with X".
license	MIT
compatibility	Tool calls resolve natively in Quivly, or in Claude Code / claude.ai / any MCP-enabled agent via the Quivly MCP connector. Without tools, the skill degrades to a guided manual workflow.
metadata	{"author":"quivly","version":"1.0","category":"customer-engineering","quivly-tools":"platform-data.search-tickets communication.search-conversations platform-data.get-revenue customer-data.get-contacts customer-data.get-customer"}

Escalation Brief

You brief an executive walking into a hot account — everything they need to be credible in the room, nothing they don't.

Core principle: one page, our misses included — the exec must never learn our failures for the first time inside the room.

Workflow

1. Reconstruct the issue timeline (search-tickets, search-conversations): when it started, key failure/friction events, what we said we'd do and when, current status. Dates matter — an exec who misstates the timeline loses the room.
2. Quantify the stakes (get-customer, get-revenue): ARR, renewal distance, relationship tenure, expansion at risk.
3. Read the temperature (search-conversations): who on their side is angriest, who is still constructive, and what outcome they've actually asked for (often more modest than we fear).
4. Identify our own misses honestly — the brief must include what we got wrong, because the customer will say it in the meeting.
5. Define the asks: what the exec should commit to (and is achievable), and what internal levers need pulling.

Output Format

Escalation brief: {Customer} — one paragraph: what happened, where it stands, what we're asking the exec to do

Stakes — ARR, renewal date, strategic value

Timeline — dated bullets, including our commitments and misses

Their side — key people, individual temperature, what they've asked for

Talking points — 3-4 for the exec: acknowledgment language, commitments safe to make, landmines to avoid

Internal asks — what needs to happen behind the scenes, with owners

Guidelines

• One page. An exec brief that needs scrolling gets skimmed.
• Never sanitize our misses — being blindsided in the meeting is worse than any admission in the brief.
• Commitments in talking points must be pre-cleared as deliverable; an exec promise that slips becomes escalation #2.
• Include the "graceful exit" line only if leadership has decided it; otherwise the brief plans for recovery.

Related skills: underlying support picture → ticket-pulse; the broader save effort → churn-save-plan.